Customer service

Frequently Asked Questions

GENERAL

HOW CAN I CONTACT CUSTOMER SERVICE?

Send Us An Email
Email us at flyrep@bluefly.com. Customer Service will respond to your email within 24 hours. We look forward to hearing from you. If you have any questions, please try our Customer Service Help section.

Call Us
Need assistance? Call toll free at 1.877.BLUEFLY (1.877.258.3359). Our Customer Service team are there to serve you at the following times:

  • Monday through Friday: 9:00 a.m. to 6:00 p.m. EST.

HOW CAN I RETRIEVE OR RESET MY PASSWORD?
To retrieve or reset your password, click SIGN IN / REGISTER at the top right of any page and click Forgot Your Password?. Enter your registered Bluefly account's email address and click SEND EMAIL.

Please note that this may take a few minutes to reach your email inbox. We would also recommend checking your spam folder in your inbox if you have not received the password reset email.

The password reset email will provide a link that will prompt you to update the password associated with your Bluefly account. Passwords must be a minimum of 6 characters with at least 1 number and 1 alphabetic character.

Once you have received confirmation that your password has been reset, you can return to the home screen and sign in into your account using your new password by clicking into SIGN IN / REGISTER at the top right of any page.

AN ITEM THAT I WANT IS SOLD OUT. WILL IT EVER BECOME AVAILABLE AGAIN?
We know how frustrating it is to miss out on something you love - that's why, on some product pages you'll have the option to enter your information to be notified once the item becomes available again. Simply click on the sold out item's size and it will prompt you to enter your email address.

WHAT ARE 'MARKETPLACE' ITEMS?
Bluefly's Marketplace is comprised of hand selected designers and brands who Bluefly has partnered with and will ship to you directly.

ORDERS

WHY IS THERE A PENDING CHARGE ON MY ACCOUNT?
The pending charge you are seeing on your account is an authorization hold. This hold will drop off your account within 3-5 business days. We'll only charge when the product ships to you.

WHY HASN'T MY ORDER ARRIVED YET?
Bluefly uses a variety of shipping arrangements with brands, and some may result in longer shipping times than others. We'll send you an email with your tracking information once an order is on its way. Items will indicate their ship times in each description. For more information regarding shipping, please click here.

Bluefly orders ship within 12-24 business hours. If you placed an order from a marketplace seller, shipping can sometimes take longer. Estimated shipping times can be found in the details of the item and in checkout. We'll send you an email with your tracking information once an order is on its way. For more information regarding shipping, please click here.

CAN I CHANGE OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
Because we work so quickly to ship you your order, it is usually not possible for us to make changes or cancel orders once they have been placed. Depending on the item's policy, we are happy to accept the item(s) you have ordered once they have been received. Please click here. for more information regarding returns.

I ONLY RECEIVED PART OF MY ORDER - IS IT COMING IN MULTIPLE SHIPMENTS?
Depending on where your item is shipping from, it is possible that your order may arrive in multiple shipments. Your shipment confirmation will indicate when an item ships with its tracking information.

STORE CREDIT

WHERE CAN I VIEW MY STORE CREDIT?
Once you are logged into your account, you can view your credit balance in your account summary. Click here to view your account details.

HOW CAN I USE MY STORE CREDIT?
Your store credit will apply automatically towards your purchase at checkout. A valid credit card must be entered at checkout, if the credit amount is greater or equal to the order amount, your card will not be charged.

PAYMENT

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Bluefly accepts American Express, MasterCard, Visa, and Discover Card. We also offer PayPal, Amazon Payment, and Visa Checkout. We do not accept cash, checks or cash-on-delivery (C.O.D.). Please note that all orders are charged in United States Dollars (USD).

SALESTAX

IS SALES TAX APPLIED TO ORDERS?
Sales tax is applied to your Bluefly order in accordance with individual state and local regulations if your shipping address is in one of the following states: CA, MA, NC, NY, OH and TX. For orders shipped to other states, your state and/or municipal government may require you to declare your purchase and pay appropriate sales tax amounts to them directly. Appropriate tax charges will appear on the "Review Order" page during checkout.

SHIPPING

HOW CAN I TRACK MY PACKAGE?
We will keep you updated on your order status via email. Please allow up to 12-24 business hours from shipping confirmation, to have visibility to carrier tracking data and tracking movement. If you have a Bluefly account, you can also check the status of your order anytime.

If you have a Bluefly account: Log into "My Account", click on order number in "Order History", to view status. If order number is not displayed, click on "View All Orders".

If you do not have a Bluefly account, click here to use our order tracking lookup tool.

HOW IS FURNITURE SHIPPED?

Furniture / Large Shipments
All furniture deliveries require a valid telephone number. Please ensure this is entered in shipping information on your order.

Freight
Large pieces of furniture or shipments that cannot be delivered by standard parcel post methods will arrive via freight service. Please be aware that the standard freight service is curbside delivery, which means your item(s) will be delivered onto the curb at the end of your driveway. Curbside delivery does not include setup or assembly of items, nor removal of packaging materials. Select products may ship "threshold" or "white glove" delivery which will be noted in the product details. Once the order has cleared processing, pending availability, and credit card authorization, the delivery company will contact you to schedule a delivery appointment. Freight delivery generally takes 2-3 weeks from date of purchase but may take up to 5 weeks.

Carrier tracking information will be provided by the carrier once your delivery has been scheduled. For status updates on your scheduled delivery please contact the carrier directly with either your reference or tracking information.

Curbside Delivery
Curbside delivery does not include set up or assembly of items, nor removal of packaging materials. Curbside delivery generally takes 2-3 weeks from date of purchase but may take up to 5 weeks. Once items are taken off the truck by the delivery driver, it is then the customer's responsibility to bring the item into the residence. The driver is only obligated to deliver curbside at the end of a driveway or in front of an apartment building. If you live on a road that is not accessible for a freight truck, you will need to meet the driver at the next nearest point. Delivery proximity to the house is at the driver's discretion. The carrier will never bring the items into a residence and are not obligated to move the product from the curb to the residence.

White Glove Delivery
On a very select few items, white glove service is offered, as indicated in item details. White glove means the furniture will be brought into the home and set up for the customer. This includes assembly and removal of packing materials. Service is included with purchase of the furniture. The delivery company will vary based on item and location of customer. The delivery company will contact you via telephone within 2 weeks of purchase to schedule a delivery appointment. White glove service generally takes about 2-3 weeks from date of purchase but may take up to 5 weeks. The shopper will not incur additional fees.

For more information regarding furniture delivery policies, please click here.

WHAT ARE SHIPPING COSTS AND HOW LONG WILL IT TAKE TO DELIVER?

Delivery Method Delivery Information
Standard 4-8 Business Days FREE Standard delivery will ship with UPS, FedEx, or US Postal Service. APO/FPO, AK, HI, and PuertoRico all ship Standard shipping. Please note that additional fees may apply.
Express 2-3 Business Days $14.95 Placed by 12:00pm EST (noon) are shipped same business day. APO/FPO, AK, HI, and Puerto Rico not offered.
Next Day 1-2 Business Days $24.95 Placed by 12:00pm EST (noon) are shipped same business day. APO/FPO, AK, HI, and Puerto Rico not offered.

Please click here for more information regarding shipping times and methods.

CAN I SHIP TO PO BOXES OR A HOTEL?
Due to security reasons, we do not ship to hotels or P.O. boxes, unless the address is a military (APO or FPO) or university address.

DO YOU OFFER INTERNATIONAL SHIPPING?
Bluefly is happy to ship internationally. For all information regarding what countries we ship to, as well as pricing, please click here.

RETURNS

IS THERE A CHARGE FOR RETURN SHIPPING?
Return shipping is free when you use our pre-paid FedEx SmartPost domestic return label and choose to have your return total refunded in the form of Bluefly store credit. If you chose to refund the original payment method, $6.95 will be deducted per label from your return total.

Please note- Outbound shipping charges are not refunded when making a return.

HOW DO I RECEIVE A PRE-PAID RETURN LABEL?
When you complete the online return form, you will instantly receive a pre-paid return shipping label along with your return authorization form. When you complete the online return form, you will also receive a return request confirmation email with the pre-paid return shipping label as an attachment. Click on the attachment to access the shipping label. This will also be sent as an email confirmation. Please note, if you chose to print multiple labels for a single order, you will be deducted per label for your refund to the original payment. At this time, we do not provide return shipping labels for international customers. Click here for more information on how to receive a pre-paid return label.

HOW DO I REPRINT MY LABEL?
In the event that you need to re-print your label, you can retrieve this information by referring to your Return Request Confirmation email. The return label will appear as an attachment at the bottom of your email confirmation.

If you are unable to locate this confirmation email, please contact Bluefly customer service directly for assistance.

HOW DO I CREATE A RETURN?
Creating a return is simple. Please click here for instructions.

WHEN SHOULD I EXPECT TO SEE MY REFUND?
Returns will be processed within 10 business days from the date we receive your package. Once returns are processed, please allow 3-10 days for a credit card refund to post to your billing statement. Bluefly store credit refunds will be immediately available after your return is processed. If you returned a Gift for Bluefly store credit, please allow 3-5 business days for the store credit to appear in your account.

DO YOU OFFER GIFT RETURNS?

Returning A Gift Is Easy
1) Enter the order number and shipping zip code into the Order Status link located at the bottom of every page. 2) Select "This Is A Gift Return" on the Return Form and fill in required fields making sure to provide the gift recipient's email address as this is where the credit will be sent. When a gift is returned, store credit will be issued to the Gift recipient's Bluefly account. In the event that the Gift recipient does not have a Bluefly account, one will be created by Bluefly upon receipt of the return. We will send an email to the Gift recipient with instructions on how to access the store credit for use on a future purchase. If you wish to have the refund processed back to the Gift giver, click the box to "Credit Back To Gift Giver."

WHAT IS BLUEFLY'S RETURNS POLICY?
Returns must be in their original, unused, unworn condition with all tags attached and all packaging included. Pieces sent back after the return period or without original packaging and the security tag attached, will not be refunded. Be advised that returns must be tendered to the carrier within 7 days of RMA issuance or the package will be returned to you without a refund being processed. Shipping charges are not refundable. Returns time frames may vary and are indicated with each item's description. Please ensure that your return is shipped within the returns policy window which is driven off the original ship date of the order. Bluefly returns go to a wide variety of locations across the United States. To ensure your refund gets processed, please follow the directions on each product you return.

*Important Note:
Late returns will not be accepted past their indicated returns period and will not be refunded.

For more information regarding returns please click here.

CAN I EXCHANGE MY ITEM?
Bluefly sells out of inventory very quickly; therefore we are unable to process exchanges. If you are dissatisfied with an item, please return the item using our easy, online return form. Then place a new order online for an alternative product. If you require assistance from one of our fashion-forward Customer Service team at 1.877.BLUEFLY.

CAN I MAKE AN INTERNATIONAL RETURN?
For all information regarding global returns, please click here click here.

AUTHENTICITY

ARE DESIGNER ITEMS AUTHENTIC?
At Bluefly, we offer only the best brand names and highest quality goods. We proudly stand behind the authenticity of our goods.

HOW IS THE GRADE OF A PRE-OWNED DESIGNER ITEM DETERMINED?
When viewing the condition rating of an item under its details, please note the following guidelines below:

Rating Condition
New Never been used or carried
Excellent Signs of wear (slight scratches, marks)
Very Good Signs of wear due to usage or age
Good Leather might be word, discolored, stains, scratches, or other marks

Please note that any imperfections will be noted in the pre-owned item's details.