New York & Company customer service can help with online orders, shipping, missing items, returns, exchanges, store credit, gift cards and VIP Rewards. The retailer does not currently publish a general order-support phone number, so customers should use the official contact form or email
help@nyandcompany.com.
New York & Company Customer Service Contacts
The old 1-800-961-9906 number appears in current privacy materials for certain marketing opt-out requests, but it is not published on the current Contact page as ordinary order customer service.
Do not mail merchandise returns to the Madison Avenue address. Use the official return portal and the return label generated for the specific order.
New York & Company Is Now Digital First
New York & Company now describes itself as a digital-first fashion retailer. Its current collection is sold through NYandCompany.com rather than through the former nationwide network of New York & Company stores.
This distinction matters because:
- Online purchases cannot be assumed to qualify for an in-store return.
- The former 330 West 34th Street office should not be used as the current order-support address.
- Older store receipts, merchandise credits and gift cards may require individual review.
- Current returns are processed through the online portal.
- Current website terms identify BHSK ECOMM INC as the operator.
Best New York & Company Support Route by Issue
- Order status: Sign in to the shopping account or use the tracking page.
- Order cancellation: Email help@nyandcompany.com immediately and within two hours when possible.
- Wrong or missing item: Email customer service with the order number and photographs when relevant.
- Damaged product: Photograph the item, packaging and shipping label before contacting support.
- Missing shipment: Wait five business days beyond the expected delivery date, then contact support.
- Return or exchange: Use the official returns portal within 30 days of delivery.
- Store-credit delay: Provide the return tracking number and delivery confirmation.
- Instant-exchange charge: Confirm whether the original item was returned within 14 days.
- RUNWAYREWARDS credit card: Contact Comenity Bank at 1-800-889-0494.
- VIP Rewards points: Sign in to the New York & Company shopping account.
- Afterpay payments: Contact New York & Company about the merchandise and Afterpay about the installment account.
- Privacy request: Use the official privacy-request form or privacy contact listed below.
Information to Have Before Contacting New York & Company
- Order number
- Email address used at checkout
- Customer name
- Order and delivery dates
- Product name, size, color and quantity
- Tracking number and carrier
- Return authorization and return tracking
- Photographs of a damaged or incorrect item
- Amount charged
- Last four digits of the payment method
- Gift-card or store-credit information with the complete code redacted
- VIP Rewards account email
- Previous support correspondence
- A concise explanation of the requested resolution
Do not publicly post order numbers, complete delivery addresses, payment-card details, gift-card codes, passwords, account credentials or private support messages.
How to Track a New York & Company Order
Customers normally receive two emails:
- An email confirming that the order was received
- An email confirming that the order shipped
To check the status:
- Open the confirmation or shipping email.
- Select the order or tracking link.
- Sign in to the New York & Company account when required.
- Open Orders.
- Review each item because an order may be partially fulfilled.
- Allow two to three days for new tracking information to update.
New York & Company Shipping
The current website ships within the United States. It advertises free economy shipping on qualifying orders of $99 or more, while expedited rates are calculated at checkout.
Most orders are estimated to arrive within approximately two to five days, but the checkout estimate and carrier tracking control the individual shipment.
Delays may occur because of:
- Order volume
- Preorder merchandise
- Weather
- Carrier disruptions
- Incorrect addresses
- Inventory shortages
- Separate fulfillment locations
How to Cancel a New York & Company Order
Orders begin processing quickly. A cancellation request must generally be submitted within two hours, but even a timely request is not guaranteed.
- Email help@nyandcompany.com immediately.
- Use a subject line such as “Urgent Order Cancellation Request.”
- Provide the order number.
- Identify whether the entire order or one item should be cancelled.
- Save the sent email and response.
An approved cancellation is refunded to the original payment method. If processing or shipping has already begun, the customer may need to receive the order and use the standard return process.
Missing or Partially Fulfilled Orders
New York & Company may cancel an unavailable item while shipping the rest of the order.
For a partially fulfilled order:
- Review every shipment confirmation.
- Check whether an item was cancelled as out of stock.
- Compare the final charge with the shipped items.
- Confirm that tax and shipping were adjusted correctly.
For a package that has not arrived, wait five business days beyond the expected delivery date before reporting it, unless tracking shows an immediate problem such as return to sender or delivery to the wrong state.
Wrong, Missing or Damaged Item
Report order problems within 15 days of delivery.
- Keep the shipping box, label and product packaging.
- Photograph the item and any damage.
- Compare the product with the order confirmation.
- Email help@nyandcompany.com.
- Include the order number and affected item.
- Request written return, replacement or credit instructions.
Do not pay for independent return shipping unless customer service authorizes it or the official returns portal provides instructions.
New York & Company Return Policy
Eligible merchandise may be returned within 30 days of delivery for store credit or exchange.
Returned merchandise must generally be:
- Unworn
- Unwashed
- In its original condition
- In the original packaging when applicable
- Returned with tags attached
- Not marked final sale
An ordinary return should not be assumed to produce a refund to the original payment method. The current standard policy provides store credit or exchange.
How to Start a Return
- Open the official returns portal.
- Enter the order information.
- Select the eligible item.
- Choose store credit or exchange.
- Generate the prepaid return label.
- Package the item securely.
- Ship it within 14 days after receiving the label.
- Save the carrier receipt and tracking number.
Do not mail the package to a former store, the old 34th Street office or a privacy-request address.
Return Shipping Fee
Customers who did not purchase the optional return-shipping protection at checkout may have a $7.99 return-label fee deducted from store credit or charged in connection with an exchange.
The optional checkout return service:
- May cover the return-label charge for eligible merchandise
- Does not make final-sale products returnable
- Does not waive the 30-day deadline
- Does not waive condition requirements
Shipping charges from the original order are generally nonrefundable.
Store Credit and Digital Gift Cards
When store credit is selected, New York & Company issues a digital gift card after the return is delivered to its warehouse.
The current return policy says this store credit:
- Can be used at NYandCompany.com
- Is delivered by email
- Does not expire
Check spam and promotions folders if the digital credit does not arrive. Contact support with the return-delivery confirmation, but do not send the full gift-card code through an insecure or public channel.
New York & Company Exchanges
Customers may request:
- A different size or color of the same style
- A different item of equal value
- A higher-priced item after paying the difference
For a standard exchange, the replacement order is placed after the warehouse receives the return.
Instant Exchange Warning
An instant exchange creates the replacement order before the original item reaches the warehouse. A credit card is required.
The card may be charged if the original item is not returned within 14 days. Keep:
- The return-label creation date
- The carrier receipt
- The tracking number
- The return-delivery confirmation
- The exchange confirmation
Contact support promptly if tracking proves timely return but the payment card is charged.
Final-Sale Merchandise
Items marked final sale are nonreturnable. Review the product page and cart before completing the purchase.
A final-sale designation does not prevent a customer from reporting merchandise that arrived damaged, incorrect or materially different from the order. Contact support within 15 days and document the problem.
Return or Store Credit Has Not Been Processed
When a return shows as delivered but no credit or exchange has appeared:
- Confirm the delivery date and warehouse location.
- Save the carrier tracking page.
- Check the email account used for the order.
- Check spam folders for a digital gift card.
- Email customer service with the order and return tracking.
- Ask for written confirmation of the return status.
Do not describe an ordinary store-credit return as a missing cash refund unless the order qualified for an original-payment refund, such as an approved cancellation or another written exception.
Preorder Delays
A preorder is purchased before inventory reaches the fulfillment warehouse. The listed preorder date is an estimate.
If the expected date changes, New York & Company says it will provide an updated timeframe. Contact customer service when the new date is unacceptable and request cancellation and refund before the item ships.
Afterpay Order and Refund Help
Afterpay manages the installment-payment account, while New York & Company manages the merchandise order.
- Wrong, missing or damaged merchandise: Contact New York & Company.
- Payment schedule or Afterpay login: Contact Afterpay.
- Return: Complete the New York & Company return process.
- Installments: Monitor Afterpay until the merchant adjustment is processed.
Creating a return label does not necessarily stop upcoming installments immediately. Keep the return tracking and confirm the adjustment in the Afterpay account.
RUNWAYREWARDS Credit Card Customer Service
Contact Comenity rather than retail order support for:
- Credit-card payments
- Interest and late fees
- Credit limits
- Lost or stolen credit cards
- Unauthorized credit-card transactions
- Credit reporting
- Billing-error notices
- Account closure
The payment address may not be the correct billing-error address. Follow the instructions on the credit-card statement when submitting a written dispute.
RUNWAYREWARDS Certificates
For a reward certificate, email a copy to
help@nyandcompany.com before ordering so customer service can provide a checkout credit.
If the order was already placed, New York & Company says it may refund the certificate value to the original payment method or issue store credit. Keep the certificate and written response until the adjustment is complete.
VIP Rewards Loyalty Program
VIP Rewards is the shopping-site loyalty program and is separate from the RUNWAYREWARDS credit card.
Members can:
- Create a free shopping account
- Earn points through eligible activity
- View points in the account dashboard
- Redeem points for discounts
Current program rules state that:
- Points expire after one year without account activity.
- Activated rewards do not expire.
- Points earned on returned merchandise are deducted.
- Points cannot be applied retroactively after checkout.
New York & Company Gift Cards
The current website sells digital New York & Company gift cards. Confirm the recipient’s email before purchasing because delivery is electronic.
For a gift-card problem:
- Check the purchaser’s confirmation email.
- Check the recipient’s spam folder.
- Confirm the scheduled delivery date.
- Contact help@nyandcompany.com.
- Do not publicly post the card number or redemption code.
A card or merchandise credit issued by a former New York & Company operator may require manual review. Provide the issue date and proof of purchase without exposing the complete code.
Promo Code Did Not Apply
Before placing the order:
- Check the promotion dates.
- Review product exclusions.
- Confirm the minimum purchase.
- Check whether another discount prevents stacking.
- Confirm that the code was entered correctly.
- Take a screenshot of the offer and cart.
Contact customer service before checkout when possible. A discount may not be added after an order has been completed unless support approves an exception.
Account Login and Security
Secure the shopping account if an unfamiliar order, address or password-reset message appears.
- Change the New York & Company password.
- Secure the connected email account.
- Review order history and saved addresses.
- Remove unfamiliar information.
- Contact order support about unauthorized purchases.
- Contact the payment provider about unauthorized completed charges.
Do not share a password, one-time code or payment details with an unexpected caller claiming to represent customer service.
Privacy and Marketing Requests
To stop promotional text messages, reply
STOP. Reply
HELP for text-program assistance. Stopping marketing texts does not cancel an order, return, credit-card account or VIP Rewards membership.
Scam and Fake Support Warnings
- Use NYandCompany.com and the official email addresses listed on the site.
- Do not trust an unofficial telephone number merely because it appears in a search advertisement.
- Do not provide passwords or verification codes to an unexpected caller.
- Do not allow an unknown support agent to control a phone or computer remotely.
- A legitimate refund should not require gift cards, cryptocurrency or payment to an individual.
- Verify unexpected shipping, store-credit and reward messages through the official account.
- Use Comenity’s official site for RUNWAYREWARDS credit-card service.
- A review submitted here does not cancel an order, create a return or dispute a charge.
How to Escalate a New York & Company Complaint
- Email help@nyandcompany.com.
- Provide the order number, dates and requested resolution.
- Attach relevant tracking or photographs.
- Ask for a written response or case reference.
- Reply through the same email thread when following up.
- Use the returns portal for an eligible store-credit or exchange request.
- Contact Comenity for RUNWAYREWARDS credit-card issues.
- Contact Afterpay for installment-account questions.
- Contact the payment provider for an unresolved unauthorized completed charge.
- Report suspected online-shopping fraud to the Federal Trade Commission when appropriate.
New York & Company Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently shows no visible New York & Company reviews and a rating of 0 out of 5 based on 0 reviews.
Because no reviews have been submitted, this page does not establish positive or negative New York & Company customer-service trends.
Future reviews can help readers understand current experiences involving online orders, shipping, store-credit returns, exchanges, missing packages, VIP Rewards, gift cards, Afterpay and RUNWAYREWARDS credit-card support.
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CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We independently organize support contacts, order guidance, return information, credit-card distinctions and reader reviews.
We are not owned by New York & Company, BHSK ECOMM INC, ADJHA NY&Co. LLC, Comenity Bank, Afterpay, a shipping carrier or payment provider.
Share Your New York & Company Customer Service Experience
Have you contacted New York & Company about an order, cancellation, missing package, wrong item, return, exchange, store credit, gift card, VIP Rewards account or RUNWAYREWARDS certificate? Leave a factual review below and explain which support route you used, how long assistance took and whether the issue was resolved.
Comments are moderated. Do not include order numbers, tracking numbers, complete addresses, payment details, credit-card account information, passwords, verification codes, gift-card codes, private telephone numbers, personal email addresses or names of individual support employees.
Last Updated: July 13, 2026
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with New York & Company, BHSK ECOMM INC, ADJHA NY&Co. LLC, Comenity Bank, Afterpay, any shipping carrier or payment provider. New York & Company does not provide customer support through this website.
Contact methods, shipping estimates, cancellation windows, return fees, store-credit rules, exchange terms, rewards policies and credit-card procedures can change. Review the current order confirmation, product page, return portal, shopping account and applicable card agreement.
This page cannot cancel an order, create a return label, issue store credit, exchange merchandise, restore rewards, access a credit-card account, stop an installment payment or reverse a charge.
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