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FAQ Questions

Order Status & Tracking

1. I didn't receive an order confirmation. What should I do?

If you did not receive an email confirmation of your order please call us at 1.855.300.7580 or email us at

2. I just placed an order. Can I check the status of it online?

For your convenience, offers an Order Inquiry feature. Once you have logged in under "My Account", select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.

3. What if an item is unavailable or backordered?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

4. I received my order, but one item was missing. What should I do?

If you received your order and an item is missing (that is not on backorder) please call Customer Service at 1.855.300.7580 for further assistance.

5. How do I modify or cancel my order?

Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.

6. My order status is In Progress. What does that mean?

Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.

7. I just ordered something, but now it's on sale. Do you honor price adjustments?

Online or catalog purchases are not eligible for price adjustments. For an in-store purchase, we will adjust the price of an item on a one-time basis (excluding Final Sale items) if the price decreases within 14 days of original purchase and if you present your original receipt in-store; exceptions apply.

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Ordering & Payment Options

1. I'm not sure what size I wear. Does have a size chart that can help me?

Yes, we have a size chart link available on each product page.

2. I saw an item in one of your boutiques, but can't seem to find it on your website.

Merchandise selection on our website varies from our boutiques. Call us at 1.855.300.7580 and one of our sales associates would be happy to try to locate any item for you.

3. I want to purchase an item that I see online, but you don't have my size. Will it be back in stock?

We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re-stocked. If we are expecting to re-stock the item we will show an "expected shipping date" on the order confirmation.

4. Is it possible to save items in my bag?

You are able to save items in your shopping bag once you have logged on to the site. However, we do not recommend holding items in your bag for over a week. We are a specialty company and once an item sells out, the item will automatically be removed from your bag.

5. Can I purchase a Gift Card online?

Yes. Gift Cards are available for purchase online, by phone or at any participating Chico's location.

6. How do I redeem my Gift Card?

Gift Cards may be redeemed at any participating Chico's location, by phone or online at or To redeem online have your Gift Card out as you will need to input the card # and pin during the Payment page at Checkout. For additional information regarding the redemption of Gift Cards, please call 1.855.300.7580.

7. Do you gift wrap?

We do not offer any gift shipping options at this time; please note that any packages sent as a gift will include a regular receipt (including pricing information), not a gift receipt.

8. What are the Chico's online payment options?

We accept all major credit cards (Discover, American Express, Diner's Club International, JCB, CUP, Visa and MasterCard), Paypal, Chico's Gift Cards and checkcards from either Visa or MasterCard.

9. When will my credit card or PayPal account be charged?

Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.

10. My credit card was declined, but the charge is showing on my credit card account. What happened?

The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

  1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
  2. Your card company is declining your transaction because of insufficient funds or another reason from your card company.

Please contact your card company to release any pending holds from Chico's Off The Rack if you received an ERROR response that matches any of the reasons above. Chico's Off The Rack has no control of the grace period for releasing authorized funds, particularly debit card funds.

11. When will my order be processed?

If your order fits all authorization criteria, then all orders placed Monday-Friday before 10am EST ship out the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day. If an item is on backorder, the item will ship out once it passes our quality control process.

12. I can't find the item I'm looking for. How can I search for it?

You can either enter the 9-digit Item number from your catalog into the search box at the top-right of the screen, or you can click on the Search link to find products by Keyword, Color and Size.

13. How do I use a coupon or discount code?

You will have the opportunity to enter in your discount code during Step One of the Checkout process.

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Chico’s Rewards+™ Program FAQs

Our Chico’s Passport® Program was discontinued in June of 2022 and replaced by our NEW Chico’s Rewards+™ Loyalty Program. But GREAT news! If you were an active Chico’s Passport Member (e.g. you shopped with us using your Chico’s Passport membership at least once in the 36 months prior to the date the Chico’s Passport Program was discontinued) and have a U.S. address, you are eligible to maintain your Founders 5% Benefits as a Chico’s Rewards+ Member.

However, since Chico’s Rewards+™ is a new loyalty program, we need you to accept our new Program’s Terms and Conditions before your next Qualifying Purchase to continue to earn your Founders 5% Benefits and access your Benefits under the new Program. Simply visit any Chico’s® boutique, go to our account login page and log-in before your next Qualifying Purchase or click through the link at the bottom of your Chico’s Rewards+ welcome email to accept our new Chico’s Rewards+ Program Terms and Conditions and gain access to all your Benefits and Rewards. See the Program Terms for full details.

Chico’s Rewards+™ is the NEW Chico’s® customer loyalty program launched in June 2022. The Program consists of four tiers: Daring, Magnetic, Fierce and Phenomenal.

As a Member of the Program, you will automatically receive Points for every dollar you spend on Qualifying Purchases at Chico’s® Boutiques, online at or when buying Chico’s merchandise by phone at 888.855.4968. For every 2,000 Points you earn, you will receive a $5 Reward redeemable on your next merchandise purchase in Participating Locations. Level up to earn even more Points on your Qualifying Purchases!

You may be eligible to receive additional Chico’s Rewards+ offers & other Benefits from time to time, provided you are opted-in to receive email marketing communications from Chico's® and its affiliates at the time each offer or Benefit is made available to eligible Members. Sign up now to get in the know!

Purchases made in Chico’s® Outlets, Chico’s Off The Rack® locations or on do not earn Points and do not count towards your annual spend requirements, however all Rewards issued under the Chico’s Rewards+™ Program are redeemable in those locations. Gift card purchases are also excluded from earning Points; see the Program Terms for more details & exclusions.

You will receive an email notification with your Reward coupon within 45 days of earning a Reward.

The Chico’s Rewards+™ Program is open to U.S. residents only. If you are an international resident, you may create an online shopping account, but you will not be enrolled in our Loyalty Program. You must be 18 years of age or older to participate in the program. There is no fee to join or maintain Membership in the Program.

You may sign up for Chico’s Rewards+™ at any participating Chico’s® Boutique, Chico’s Off The Rack® or Chico’s® Outlet location or by creating an account online at (“Participating Locations”) by providing your first and last name, phone number, email address and birth month. Complete your profile online at to unlock all that Chico’s Rewards+ has to offer. See the Program Terms for full details.

No, but it would be helpful if you did. If you are new to but have already received a Chico’s Rewards+™ Member number or have an existing Chico’s Passport® number from shopping in our Boutiques or by phone, click on the “I signed up in store and want to manage my Chico's Rewards+™ account” option under the Chico’s Rewards+ section on the online Registration page and enter your Passport or Chico’s Rewards+ number and mailing address. This allows us to locate your old Chico’s Passport membership or new Chico’s Rewards+ membership in our records and ensure you can start earning Points and receive your Chico’s Rewards+ Benefits for all your Qualifying Purchases. You can find your Chico’s Rewards+ number on the back of your Chico’s® catalog or on your receipt.

If you do not have your Rewards number, we should still be able to locate your membership however it may take up to 48 hours to do so. Just skip the Loyalty Number field in the registration form, enter your mailing address and complete your registration and we’ll do the rest!

You will automatically receive your Chico’s Rewards+™ Benefits (such as free shipping, when applicable) once you have completed your online registration on Then, just log-in to the Site prior to checkout each time you shop with us.

To ensure you earn Points on Qualifying Purchases in our Chico’s® Boutiques, provide your phone number or email address associated with your account to your Stylist at checkout. See the Program Terms for full details.

Yes! Provided we have a valid mailing address and email address in your Membership profile, you will continue to receive your catalog and email coupons, some of which may be combined with your earned Rewards.

There may be a few reasons for this. (1) Did you log in with your Chico’s Rewards+™ account information prior to checking out or provide your email or telephone number associated with your Membership at checkout in store? This is the only way to ensure that you receive all your Benefits related to each Qualifying Purchase. (2) Points for Qualifying Purchases are awarded when you complete your purchase in store or when your order ships and can take up to three (3) business days to reflect in your account. (3) Were the items that you purchased eligible for Points? Certain items, including Chico’s® Outlet, Chico’s Off The Rack® and merchandise and gift card purchases, do not earn Points or count towards your Annual Spend. Still have questions? Please contact Customer Service at 888.855.4968 or email us at

Simply go to the account login page at to log-in or create an account. Did you sign-up in-store? Be sure to use the same contact information you provided when you enrolled in the Chico’s Rewards+™ Program in-store, create an online account password and complete the Registration process.

If you haven’t done so already, we need you to accept our new Program’s Terms and Conditions before your next Qualifying Purchase, to access your Benefits and start earning Points under the new Program.

Once your account is created, you can log-in and visit your Account Profile any time to see your Membership information, your latest status and progress towards your next Reward!

No. Membership, Points, Rewards, and other Program Benefits are not transferable and cannot be shared. See the Program Terms for full details and other Program rules.

As part of the Chico’s Rewards+™ Program, Members that were previously part of the Chico’s Passport® Program may be eligible to continue to receive a 5% discount on Qualifying Purchases at Chico’s® Boutiques, Chico’s® Outlets, Chico’s Off The Rack® locations, online at, or or by phone and free shipping Chico’s® and online at (the “Founders 5% Benefit”). If you qualify, you will need to remain a Chico’s Rewards+ Member and make at least one (1) Qualifying Purchase annually at Chico’s® Boutiques, Chico’s® Outlets, Chico’s Off The Rack® locations, online at, or on or by phone in order to maintain this Benefit. See the Program Terms for full details.

You may have two or more account numbers on file that will need to be merged to combine all your Qualifying Purchases into a single account and qualify you for a higher Tier. Members are only permitted one (1) Chico’s Rewards+™ account. Alternatively, Points from your latest Qualifying Purchase may not yet be reflected in your account. Please allow three (3) business days for your Points to appear in your account. Still missing points? Contact us at 888.855.4986 or at for assistance.

Currently there are four Tiers of Benefits in the Chico’s Rewards+™ Program: Daring, Magnetic, Fierce and Phenomenal. Your Tier level is determined by your net Qualifying Purchases made during the calendar year at participating Chico’s® Boutiques, online at or by phone. Upon joining Chico’s Rewards+, new members will be automatically enrolled as a member of the Daring Tier, unless your first Qualifying Purchase qualifies you for a higher Tier. Learn more at

As soon as you qualify for a new Tier, provided we have a current valid email address associated with your Membership, you will receive an email welcoming you to that Tier. You will maintain that status (or higher, based on your spend) for the remainder of the current calendar year and potentially the following year. While you won't drop Tiers in the current calendar year, any Qualifying Purchase returns or exchanges you make may affect your Tier status for the following year as calculated each January. See the Program Terms for full details.

Tier downgrade events will occur once per calendar year starting January 1, 2024. In order to maintain your current Tier status in each new year, you must meet the spend threshold for that Tier (after returns and exchanges are calculated) within the previous calendar year. You will be notified by email of your Tier status each January. Please periodically review and manage your contact permissions to ensure we have your correct email address to notify you.

Please allow three (3) business days from your in-store purchase or from the order shipment date for your Qualifying Purchase to be reflected in your total Qualifying Net Spend and for your Points to be posted to your account.

Congratulations on earning a Reward! Rewards are coupons redeemable against future purchases. Be sure to note the expiration date printed in your Rewards email.

In order to use your Reward on your next purchase, here is what you need to do:

For in store purchases: (1) Bring your Reward certificate with you the next time you visit any Chico’s® Boutique or Outlet and present it to your Stylist at checkout or (2) show your Stylist the email containing your Reward when checking out.

For online purchases: (1) Locate your Reward code on your Reward certificate and enter it at checkout to redeem your Reward or (2) click through the link in your Reward email; the Reward code will be automatically added to your shopping cart.

Please note that once a Reward certificate is redeemed, it cannot be reinstated or refunded, even if you return or exchange all or part of your purchase. See the Program Terms for full details.

Yes! Rewards can be combined with up to five (5) other Rewards and coupons in a single transaction provided the total value of your purchase (excluding taxes and shipping) exceeds the total value of all combined Rewards and coupons. Restrictions may apply, see coupon offer details for further information.

No. So long as you were logged-in to your online account at the time of purchase, or provided your email or phone number associated with your Chico’s Rewards+™ Membership when you checked out in-store, you do not need your receipt when requesting a return or exchange. If your purchase was not linked to your loyalty account (e.g. you checked out as a guest in-store or online), a receipt is required. If it was a gift with no gift receipt, it may be eligible for return under our Return Policy.

Yes. If you return or exchange merchandise that was purchased with a Reward certificate, the Reward certificate value will be forfeited and deducted from any refund owed.

Was your most recent Qualifying Purchase completed less than three (3) business days ago? Or if your last Qualifying Purchase was made online, were any of your items shipped less than three (3) business days ago? If so, your Points may not have posted to your account yet. If your last Qualifying Purchase was made more than the timeframe above, please contact Customer Service at 888.855.4986 or email us at

If you were an active Chico’s Passport® Loyalty Program member (e.g. you shopped with us using your Chico’s Passport membership at least once in the 36 months prior to the date the Chico’s Passport Program was discontinued) you may qualify for the Founders 5% Benefit under the Chico’s Rewards+™ Program. New Chico’s Rewards+ Program members and Passport Members who have not signed up for Chico’s Rewards+ and shopped with us within 24 months from the end of the Passport Program are not eligible for this Benefit. However, the Chico’s Rewards+ Program provides even more Benefits for you to love, including earning Points on every Qualifying Purchase for more Rewards faster. We’ve improved our Birthday Reward Benefit and you may also qualify for Bonus Reward Days, Bonus Points Days, and even Free Returns. Go online to to see all the great Benefits we have to offer. Be sure to create an online account and accept our new Program’s Terms and Conditions before your next Purchase to start earning today!

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Returns, Adjustments and Exchanges

Please allow up to two weeks from the date you mail your item(s) back for your return to be processed—you will receive an email confirmation when complete. If you are returning items from multiple orders in the same package, you must start a return here for each order and include all return packing slips for each order in your package. Returns missing packing slips will result in up to an additional week of processing time.​

Once you receive your email indicating your return has been processed, you can expect to receive your credit in 5-7 business days.​

We will adjust the price of an item on a one-time basis if the price decreases within 14 days of original purchase and if you present your original receipt in-store for an in-store purchase. Price adjustments will be made in the original form of payment. Online or catalog purchases are not eligible for price adjustment in our stores; additional exceptions apply. Merchandise marked final sale is sold "as is" and may not be returned or exchanged and is not eligible for price adjustment.

Boutique purchases cannot be returned to an outlet store. Outlet purchases cannot be returned to a boutique.

See Return Policy for complete details

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Shipping Options & Charges

1. Do you ship to APO/FPO military addresses or P.O. Boxes?

We do ship to military addresses and P.O. Boxes, however, we can only ship these items via Standard delivery. Please note that Standard delivery requires an additional three days of arrival time.

2. Do you save my billing and shipping information so I don't have to enter it each time I place an order?

If you are a registered user and have signed in, yes. The current address we have on file for you will automatically show up in Step 2 of the Checkout process. You will be able to make any revisions at this time or enter in a different "Ship To" address.

3. What is the difference between a shipping and a billing address?

Your shipping address is where you would like your order to be shipped to; your billing address is the address associated with your chosen form of payment.

4. What are the methods of shipping and charges?

Shipping Options
(Orders placed by 10:00am EST Monday-Friday)
Standard* 4-10 Business Days
Express** 2-3 Business Days
Next Day** 1 Business Day

* Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 4-10 business days via USPS.
** Express & Next Day deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other certain areas our parcel carriers cannot reach.
Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival. Sales shipped to customers are FOB shipping point.

All shipping charges listed on our website include both shipping and handling fees; these fees are non-refundable.

Need it in a hurry?

Express delivery is twice-as-fast.

Order Tracking

For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team.

Sales Tax

Taxes are based on the order's "ship to" address.

Colorado Residents

Effective July 1, 2022, Colorado imposes a $0.27 retail delivery fee on all customers with orders that are mailed, shipped or otherwise delivered to a Colorado address. Chico's Off The Rack collects and remits the CO Retail Delivery Fee on your behalf. The CO Retail Delivery Fee applies to all orders that are shipped to a Colorado address, including in-store orders that are shipped to Colorado. For online orders, the CO Retail Delivery Fee will appear on your receipt as a separate line item from taxes and shipping fees (if any). For in-store orders, the CO Retail Delivery Fee will be included in the Taxes line item. Note: The Colorado Retail Delivery Fee amount is subject to change; it is non-refundable and due and owing even if you qualify for free shipping. Chico's Off The Rack is unable to waive the CO Retail Delivery Fee for any reason.

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Buy Online Pickup In Store

1. How do I know if my order is available for same-day pickup in store?

Any product that is eligible for pickup will have a highlighted pickup area near the “add to bag” button. All you have to do is select color, size and quantity, click the “pick up in store” button and then enter your zip code. We will show you all of the stores near you that have product availability. Save your store location by clicking “my store” and we will show you inventory status at your store as you continue to shop. If you are a registered user, we will save your store to your account settings.

2. When will my order be ready?

  • Orders are typically confirmed within the hour of placing the order.
  • If an order confirmation email is not sent to you within an hour of placing the order, you should call the store selected for pick up.

3. When should I come to the store to pick up my order?

  • Orders are typically ready for pickup within 4 hours.
  • We will send you an email to let you know when it’s time to pick up your order! When your order is ready for pick up, you will receive a “Ready for Pick-up” email. This email will provide your in-store location for pickup and instructions on what to bring.
  • Order must be picked up in the same store that you selected for pick up. You cannot change store.
  • If the order was placed within 4 hours of close or after hours, it will be available for pick up the next business day. Store hours vary by location and by day.

4. What do I need to bring to the store in order to pick up my items?

You’ll be required to bring a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items.

5. Can someone else pick up my order?

Yes! You can pick up your order yourself or designate an alternate person to pick up your order. If someone else is going to pick up your order, you must designate them as your alternate person when placing your order. You will need to provide their name and email address. We will notify both of you with a “Ready for Pickup” email with instructions for picking up your order. Your pickup person will need a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items. Only the person you’ve designated can pick up the order.

6. Where do I pick up my order?

Pickup locations vary by store. Your “Ready for Pickup” Email will give you the store location where you can pick up your order. Our Style Experts are always happy to help if you let them know you are there for an order pickup.

7. How long will the store hold my order?

We will happily hold your order for 4 days, starting the day your order was processed. If the items are not picked up in four days, we will cancel your order and remove the hold that was placed on your original method of payment so that you will not be charged for the order. If you need to hold your order longer that 4 days, and want to arrange a time extension, please contact the store selected for pick up.

8. When will I be charged?

We will put a hold on your card when your order is placed online, and the transaction is completed when order is picked up. If the customer does not pick up the order, the hold is lifted, and the order is cancelled.

9. What happens when my order is not available for pickup?

If for some reason any item, or the entire order, is no longer available for pickup, you will receive an email to let you know. If it is the entire order, the order will be cancelled, and your credit card will not be charged. If it is a partial order, we will continue with the order and have the available items ready for pickup at your selected store. Your credit card will be charged only for the items you pick up. You will not be charged for missed items.

10. Can I select to pick up some items and ship others?

Yes! Your order can have items to pick up, items to be shipped to you or gifted to someone else, and any combination of these. Just remember, you are allowed to ship items to only one address and pick up items from up to four stores.

11. How do I return an item?

We want you to be happy with your order, but if you do need to return an item, you can do it right in the store. Just bring the item from your order and order confirmation email with you to any store location. You can also return your items by mail. Please see our Return Policy for details or call Customer Support at 855-300-7580.

12. Can I cancel my order?

If you are not entirely satisfied with your order, you can cancel it in the store you selected. Please note that orders begin processing immediately after your order is placed, and it may not be possible to cancel the order until it is ready for pickup. If you need to cancel immediately after you place your order, please call Customer Support at 855-300-7580.

13. Can I get a price adjustment if the price is cheaper in the store?

If your item is available at a lower price in the store, you may request a price adjustment at the time of pickup. Some exclusions may apply. Please see our Price Adjustment Policy for details.

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Technical Questions

1. I forgot my password. What do I do now?

When you click on "My Account" to log in you'll see a link to receive a Password hint/reminder. If this doesn't help, click "Email Me My Password" and your password will be sent to you via email within 24 hours.

2. I spelled my name wrong when I registered. How do I correct it?

Sign in on "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes here and save your changes. If you make a change to your name and see that another Rewards number has been assigned to you, please contact our Customer Service Center at 1.855.300.7580 and we will get your accounts corrected.

3. How accurate is the color display on the Internet?

Because it's important that all customers be pleased with their purchases, be advised that all color varies slightly from one computer monitor to another.

4. Does use cookies?

To enhance your shopping experience at, we use cookies, which are small data files that we store on your computer's hard drive. Rest assured, the cookies we use do not store personally identifiable information. They simply enable us to keep track of your order as you shop our site. For example, uses cookies in order to save your shopping bag information so that you can browse from page to page without losing that information. When shopping, we recommend you use a cookie-enabled browser in order to avoid having to constantly re-enter information. Cookies also enable us to monitor and maintain information about your use of our site. The information we retrieve assists us with tracking your order, improving our site design, products, services, contests and promotions and overall shopping experience.

5. I keep getting an error page. What should I do?

Please call our Customer Service Center at 1.855.300.7580 and be prepared to provide them with the error number listed on the error page.

6. Do I have to provide my email address if I want to browse the products?

You do not need to provide your email address if you just want to look around and browse the products on We will ask you for your email address when you choose to make a purchase so that we may send you an order confirmation immediately after you place your order and to communicate with you about your transactions. This is to let you know we've received your information correctly and we are processing your order. If you register an account with us, you are also signing up for our Rewards Program and agreeing to receive marketing communications and Rewards program marketing communications from Chico’s Off The Rack. When you register, there is a checkbox for you to select if you DO NOT wish to receive marketing communications from Chico’s or Chico’s Off The Rack. If you opt-out of receiving marketing information from us, we may still contact you concerning your specific transactions and communications with us.

7. Do I have to sign in?

Chico’s Off The Rack does not require you to be registered or sign in to make a purchase on our web site. We do strongly recommend creating an account online for all the great benefits of our Rewards program, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in and join the Rewards Program.

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Pricing Policy

1. Curious about our pricing policy?

Our product detail pages show two prices, a strike-through price and our discounted price. The strike-through price reflects our "Comparable Value" comparison price. To come up with our "Comparable Value" price, we compare our prices to the prices of similar styles from our full-priced retail stores. We will adjust the price of the item to take into account differences in the features, benefits and materials between the full-priced store and outlet products. This adjusted price becomes the "Comparable Value" price. We then work to provide you with a discounted outlet sales price that provides you with the value you have come to know and love from our outlet products.

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