Customer care
Contact Us
Customer care
We’re here to help
Questions about sizing, an order or a return? Write to us — a real person on our Louisville team replies within a few hours, Monday to Saturday.
Mon–Sat, 9am–6pm ET
5129 Quail Ct
Louisville, KY 40213, USA
Please include your order number if your message is about an existing order. Returns are not accepted at this address — email us first and we’ll send you a return label and instructions.
Help & FAQ
Good questions, honest answers
Everything about orders, delivery, returns, sizing and care — in one place.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. Your card is charged only when your order is placed.
Is it safe to shop at bardwellrye.com?
Yes. Checkout runs on Shopify’s secure, PCI-DSS compliant payment platform with SSL encryption. We never see or store your full card details, and your card issuer’s fraud protection applies to every purchase.
Can I change or cancel my order?
Email us at contact@bardwellrye.com as soon as possible with your order number. If your order hasn’t been prepared for shipping yet, we’ll gladly update or cancel it. Once it has shipped, you can use our 90-day return policy.
How do the bundle savings work?
Mix and match any styles: 10% off when you buy 2 items, 15% off 3 items and 20% off 4 or more. The saving is applied automatically in your bag and at checkout — no code needed.
Is shipping really free?
Yes. Standard shipping is free on every order to addresses in the United States, with no minimum spend.
How long will my order take to arrive?
Orders are prepared within 1–3 business days and then take 3–5 business days in transit. Most orders arrive within 4–8 business days of purchase.
Where do you ship from?
Our pieces are designed in Louisville, Kentucky and ship from our North American warehouse, so there are no import fees or customs charges for U.S. orders.
How can I track my order?
As soon as your order ships, we’ll email you a tracking link. Please allow 24–48 hours for tracking information to appear.
Do you ship outside the United States?
At the moment we ship to addresses within the United States only. We hope to welcome customers in more countries soon.
What is your return policy?
You can return unworn, unwashed items with their original tags within 90 days of delivery for a refund or exchange.
How do I start a return?
Email contact@bardwellrye.com with your order number and the item(s) you’d like to return. We’ll reply with your return authorization and a printable return label with simple instructions.
Who pays for return shipping?
Return shipping is paid by the customer — the cost of the prepaid label we email you is deducted from your refund. If your item arrived damaged, defective or isn’t what you ordered, the return is on us.
When will I receive my refund?
We process refunds within 5 business days of receiving your return. The refund goes back to your original payment method; depending on your bank it can take a few additional days to appear.
Can I exchange an item for another size?
Of course. Email us with your order number and the size or color you’d like, and we’ll help you arrange the exchange, subject to availability.
How do I find my size?
Tap Find my size next to the size options on any product page. Enter your height, weight and a few fit preferences and you’ll get a personal size recommendation in seconds — you can even add it straight to your bag.
Do your styles run true to size?
Most styles follow standard U.S. sizing (S–3XL for clothing, U.S. sizes for shoes). Relaxed or oversized fits are noted in the product description. If you’re between sizes, we recommend sizing up for coats and knitwear you’ll layer.
Can I get personal sizing advice?
Yes — email contact@bardwellrye.com with your height, weight and usual size, plus the item you’re looking at. Our team replies within a few hours, Monday to Saturday.
How should I care for knitwear and wool coats?
Always follow the care label first. As a rule, hand wash knits in cold water and dry them flat; brush wool coats after wear and spot clean or dry clean as needed. Store knits folded and coats on a wide hanger to keep their shape.
Are the colors on screen accurate?
We work hard to show every color accurately, including product photos for each color option. Small variations can occur depending on your screen settings.
Will sold-out styles come back?
Many of our pieces are produced in limited seasonal runs. Sign up for The Bardwell Letter in the footer to hear first when popular styles are restocked.