FAQS
PRODUCTS & AVAILABILITY
Are “Sold Out” items restocked?
RE/DONE jeans are truly one of kind. Once an item sells, it is out of stock. We will add new items to our inventory as we produce them, so a slightly similar pair may become available in the future.
Then why am I looking at “Sold Out” items on your product pages?
We keep jeans on the website as long as the window for customer returns is open. Once 14 days pass per our return policy (see below for details), that item will be removed from the website permanently.
Where can I try these jeans on in person/can I find your jeans in stores?
At the moment we are an exclusively e-commerce brand with three exceptions:
Barneys New York:
Beverly HIlls, 9570 Wilshire Blvd, Beverly Hills, California, 90212.
Brooklyn, 194 Atlantic Avenue, Brooklyn, New York, 11201.
Chicago, 15 East Oak Street, Chicago, Illinois, 60611.
Copley, 100 Huntington Avenue, Boston, Massachusetts, 02116.
Glendale, 869 Americana Way, Glendale, California, 91210.
Las Vegas, 3325 Las Vegas Blvd, South Las Vegas, Nevada, 89109.
Manhattan, 660 Madison Avenue, New York, New York, 10065.
Philadelphia, 1811 Walnut Street, Philadelphia, Pennsylvania, 19103.
San Francisco, 77 O'Farrell Street, San Francisco, California, 94108.
Santa Monica, 395 Santa Monica Place, Suite 146, Santa Monica, California, 90401.
Seattle, 600 Pine Street, Seattle, Washington, 98101.
The Grove, 189 The Grove Drive, Suite S-10, Los Angeles, California, 90036.
For our LA customers, a selection of our jeans can be found at the store Maxfield.
Maxfield
8825 Melrose Ave,
Los Angeles, CA 90069
(310) 274-8800
http://www.maxfieldla.com/
For our New York customers, a selection of our jeans can be found at the store, Warm, now through December 15th.
Warm
181 Mott St
New York, NY 10012
(212) 925-1200
http://www.warmny.com/
SIZING
How do RE/DONE jeans fit?
True to size. Our relaxed fit jeans are designed to be slouchy, looser around the leg and sit lower on your hips. Our skinny straight fit is more snug, sits higher and is more fitted. Both styles are made from vintage denim that is 100% cotton and does not contain stretch material. As such, these jeans will give slightly when you wear them, so worry not when you try them on for the first time and they’re a little snug.
Still have questions about the fit? Our team knows all about how they wear and can give you feedback and answer your questions. Contact them at customercare@shopredone.com.
ORDERING & PAYMENT
My order won’t go through. What’s happening?
An error message indicates that there may be a problem with your credit card information, billing or shipping addresses. Please double check that your billing address matches exactly what your bank has on file, that your shipping address is not a PO Box and is in the current delivery area, that your card information is free from typos and that you are using the latest version of your web browser. Do not click the “Place Order” button more than once to avoid multiple authorizations.
If for some reason you are still receiving error messages, please contact customercare@shopredone.com
I definitely clicked the “Place Order” button more than once. Oops?
It happens. Email or call customer care and we’ll fix it.
Can I add an item to my order after I have placed it?
Unfortunately, items cannot be added to an existing order. Please place a new order for the item and if you would like your orders to be shipped together in order to waive additional shipping fees, contact us so we can alert our warehouse to these changes.
How do I change or cancel my order?
Please contact us immediately if you need to change or cancel your order. We process and ship orders the same day. Once our warehouse has processed your order, we will be unable to make any changes.
Where is my order confirmation?
Once your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and add orders@shopredone.com to your safe sender list.
SHIPPING
How much is shipping?
RE/DONE offers free standard shipping on all domestic orders. If you just can’t wait for your new jeans, select the expedited shipping option for a standard charge based on your location and order weight. Unfortunately, at this time we do not offer free pre-paid return shipping.
Can you ship to a PO Box?
Unfortunately, we are unable to ship to a PO Box. Including one as your address will result in our customer care reaching out to you for an alternate address.
When will my order ship?
Shipping times may be vary, but most RE/DONE ships most orders within two business days.
ORDER TRACKING
How do I track my order?
If you have an an account, you may check the status of your order at any time by logging in and selecting “View Order Status” from your account dropdown. If your order is “Awaiting Fulfillment,” it has been received and is being processed. If your order has “Shipped,” you will see a USPS tracking number.
If you do not have an account, please contact customer care at customercare@shopredone.com and a customer service representative will be happy to provide you with your order status and tracking information. Please include your order number (available in your confirmation email) and last name in your email to better help us assist you.
RETURNS & CUSTOMER SERVICE
Our Customer Service Hours are Mon-Fri: 9-5 PST. If you need any assistance regarding an order, shipping, return, etc. please e-mail customercare@shopredone.com. Please allow 24-48 hours for a customer service representative to get back to you!
How do I make a return?
We want you to be thrilled with your one-of-a-kind RE/DONE jeans. We give you 14 days from receiving your order to decide to return it. To do so, simply email customercare@shopredone.com and a customer care representative will handle your return.
Please Note: All returns for refund, with 5 or more pieces will incur a 20% restocking fee.
Do I have the option of an exchange instead of a return?
Of course! If for some reason you don’t love the pair of jeans you purchased, customer care can help you exchange it for a pair you think you’ll like better. Contact them at customercare@shopredone.com
These jeans don’t look like they did in the picture. What now?
If for some reason your purchase doesn’t satisfy you once you see it in person, we are happy to arrange a return or exchange. Please keep in mind that each pair of jeans is completely unique and made from pre-owned, vintage denim. The wear and tear on each jean will also continue to evolve as you wear it.
How long does it take to process a return?
Once we receive your package, please allow 10 business days for your return to be processed. Your refund will be credited back to the same card used to make your original purchase, and you will be notified via email once your return package is received and then again once your refund is completed.
Do you offer free pre-paid return shipping?
We do offer free outgoing shipping, however at this time we do not provide free return shipping.
OTHER
Do you accept wholesale inquiries?
At this time, RE/DONE is selling direct to customer only.
How can I learn more about RE/DONE?
Read about our mission on our About Us page, subscribe to our email newsletter, and follow us on social media on Instagram, Facebook, Pinterest and Twitter.
My publication is interested in featuring RE/DONE product. How can I get in touch?
We’re so flattered! Email press@shopredone.com and we will do our best to answer any questions and and accommodate your request.
I have a question, comment or concern about your content and/or marketing and media. Who should I contact?
Please email marketing@shopredone.com and we will address your note as soon as we are able to.