Frequently Asked Questions

Dillard's Rewards Program

Q. What is the Dillard's Rewards program?

A. The Dillard's Rewards program is a points-based program that allows you to earn Dillard's Reward Certificates that can be used for merchandise purchases at all Dillard's stores. 1 point is earned for every dollar spent (net purchases) using your Dillard's Credit Card; when you reach Elite status with the Dillard's Credit Card ($2000 or more in net purchases in a calendar year), you will earn 2 points for every dollar spent (net purchases) at Dillard's with your Dillard's American Express (R) Card, plus 1 point for every dollar spent (net purchases) anywhere American Express is accepted.

Q. How do I receive and redeem Dillard's Reward Certificates?

A. Dillard's Reward Certificates are issued within one to two billing cycles after earned and will be sent to you with your monthly billing statement. Dillard's Credit Card customers will receive a $10 Reward Certificate for every 1,000 points earned in a calendar year. For every 2,000 points earned in a calendar year, Dillard's American Express Card members will receive $20 in Reward Certificates. If you have reached Elite status as a Dillard's American Express Card member, for every 1,000 points earned in a calendar year, you will receive a $10 Reward Certificate.

Reward Certificates must be used by the expiration date for in-store purchases with your Dillard's Credit Card or your Dillard's American Express Card. Certificates must be surrendered at the time of purchase. You can use multiple certificates at the same time, but the purchase value must be greater than or equal to the value of the Reward Certificate(s). The Certificates cannot be used to purchase gift cards and cannot be redeemed for cash or combined with any non-sale promotional offer.

Q. How do I earn Elite Member status? What are the benefits of Elite Membership?

A. You will reach Elite Member status when you spend $2,000 (net purchases) in a calendar year on your Dillard's Credit Card or Dillard's American Express Card. To maintain Elite status, you must spend $2,000 in net purchases each calendar year.

As an Elite Member, you are entitled to a number of benefits, including:

Gift Cards

Q. Do you have Dillard's Gift Cards?

A. Yes, we do, and they are for sale on our site as well as in all of our store locations. Refer to our Store Locator at the top of the Home Page to find the store nearest you. Our online Gift Card selection can be accessed by clicking on Gift Cards at the bottom of the Home Page. Gift Cards are available in amounts from $10 to $1000 online.

Q. Where can I use my Dillard's Gift Card?

A. You can use your Gift Card for purchases in any of our stores or when shopping online.

Q. How can I find out the balance on my Dillard's gift card?

A. You can call the toll-free phone number on the back of the gift card (1-800-269-5826) or an associate at any of our stores can give you that information.

Q. How can I report a Dillard's gift card lost or stolen?

A. You can call the toll-free number on the back of each gift card (1-800-269-5826) or you can contact any Dillard's store to report a gift card lost or stolen. In either case you must have the gift card number.

Orders

Q. How can I check on my order?

A. If you provide your e-mail address when you place an order, we will automatically notify you when we receive your order, send updates as to the status of each item on your order, and notify you when your order ships. You can also check on the status of your order online. You can click on Order Status at the top of the screen then key your order number and billing phone number to view details of a specific order. To see a list of all orders placed using you Shopper ID, click on Order Status and log in with your Shopper ID and password. You can click on a specific order to view details. You can e-mail Customer Service or call 1-800-345-5273 if you have questions about your order. We provide a reference number on our status e-mails and in Order Status online that can be used to track your order once it has shipped.

Q. What if I need to cancel my order?

A. We can cancel your order if we receive your request prior to shipping it. Once your order has shipped, it cannot be cancelled but it can be returned to us or to any Dillard's store location. To cancel an order, please call 1-800-345-5273 and speak to a Customer Service Representative.

Q. Do you offer Gift Wrap?

A. Yes, we do. Wedding Registry purchases are packaged in a complimentary gift box. There is a $5 per item charge for all other gift wrap.

Q. Do I have to pay tax on my order?

A. We are required by law to charge sales tax if the state to which the order is being shipped has a state tax and if we have a store location in that state. The charge to you is based on the sales tax for the state to which the order is being shipped.

Q. What types of payment do you accept for online purchases?

A. We accept Dillard's Credit Card, Dillard's Gift Card, Visa, MasterCard, American Express, Diners Club, and Discover. We can only accept one form of payment per order and only cards issued in the U.S.A.. Please be sure to enter your billing information, including phone number, as it appears on your charge card account records to avoid delay in processing.

Q. What if I want to pay with a Dillard's Gift Card and a charge card?

A. If you would like to use more than one pay type (i.e. Gift card and a Visa for the remaining balance) when placing your order, representatives at our Dillard's Direct Call Center can assist you. You can reach them @ 1-800-345-5273 from 7:00 AM until 10:00 PM CST Monday-Saturday and from Noon until 6:00 PM on Sundays.

Our Company

Q. Is Dillard's affiliated with any other retail companies?

A. We are frequently asked this question. We are not affiliated with any other retailers and all of our 300 plus store locations do business as Dillard's. We have acquired several other retail chains over the past few years, but all of them are now Dillard's stores.

Q. What is the Dillard's Stock symbol?

A. Dillard's stock is traded over the New York Stock Exchange. The ticker symbol is DDS.

Q. What is the address and phone number of your corporate office?

A. Our corporate offices are located in Little Rock, Arkansas. Corporate Headquarters Address:

Q. What if I have a question or need information?

A. If you have a question or need information not included in our Frequently Asked Questions section, you can e-mail us at Questions. We try to answer all inquiries within 24 hours.

Radio Frequency Identification

Q. What is RFID?

A. Radio Frequency Identification (RFID) is a method of using radio waves to communicate information about products. RFID systems can collect data about a product quickly, with reduced human error. An RFID/EPC (Electronic Product Code) tag consists of an antenna connected to a microchip that contains information about the product and can be placed on a product. This tag can then transmit its product information (EPC) back to a reader. The reader converts the radio wave into digital information that is interpreted by computers.

Q. How does an RFID system work?

A. An RFID system contains a tag and a reader with an antenna. The reader sends out a low powered electromagnetic wave (radio wave). The tag receives the wave and uses the power from the wave to activate its microchip. The microchip adds the tag’s unique information to the wave and sends it back to the reader.

Q. What is the difference between RFID/EPC tags and bar codes?

A. RFID/EPC tags and bar codes are two different technologies that overlap in the identification of products. Bar codes require line-of-sight to identify a product. RFID does not require the tags to be within line-of-sight. Bar codes typically identify the UPC (representing a unique style, color and size of the product), while an RFID/EPC tag contains the UPC plus a serial number which differentiates one like item from another. RFID usability is often limited by products containing metal and water, an attribute not shared by bar codes.

Q. At what distance can an RFID/EPC tag be read?

A. The range of a tag depends on the frequency, size, power output, and whether or not a tag contains a battery. The passive (non-battery powered) Ultra High Frequency (UHF) tags that Dillard’s uses can be read up to 20 feet away from the reader.

Q. Do RFID systems have any potential health risks?

A. The government closely regulates the amount of power an RFID reader can produce. World Health Organization research, among other scientific studies, have shown that exposure below the limits recommended in internationally adopted guidelines has not revealed any known negative health effects. Passive tags, like the ones used on Dillard’s merchandise, contain no battery or power source, so they pose no harm to shoppers.

Q. Will RFID systems increase the cost of products?

A. Although RFID/EPC tags are more expensive than barcodes, it is envisioned that RFID systems will be able to actually reduce the cost of products by improving management of inventory throughout the supply chain. Reducing the number of out-of-stocks while eliminating excess or unnecessary inventory can streamline the flow of materials and effort required in getting the proper merchandise to the right store in a timely manner.

Q. What privacy issues are there with RFID technology?

A. The information specified about the product on an RFID/EPC tag is simply a product code and a serial number. The RFID/EPC tags will contain no personal customer information or be associated with the customer that bought the product. The tags are designed to be removed by the sales associate at time of purchase or removed by the customer at their leisure.

Q. Can RFID/EPC tags be used to track customers in the store?

A. Although there are tags designed to be implanted in humans and animals, these have nothing to do with the use of RFID that Dillard’s is implementing. Given that the tags that are being used on our products can only be read at a distance of about 20 feet, it would take many readers to cover the entire store. The RFID/EPC tags only transmit the product’s unique identifier or EPC and not any customer information. While we are not interested in tracking our customers in the store as they shop, we are interested in knowing if someone walks out of our store with an item that has yet to be paid for; so in the future, readers may be placed at the store exits for this purpose.

Q. Can someone read the tags on items in my home or in the clothes I may be wearing?

A. First of all, the read range for passive UHF tags is about 20 feet. Someone would have to get that close to your belongings to be able to read the associated tags. Even if they were capable of reading the tags, the only information they would get would be the encoded UPC and a serialized number (EPC). Without a product database to look up the item, this number is basically useless. No personal customer information is stored on the tag.

Q. What is an Electronic Product Code (EPC)?

A. The EPC is an advanced version of the UPC (Universal Product Code or bar code). Like the UPC, an EPC identifies manufacturer and product style, color and size. The EPC also contains a serial number allowing each item to be uniquely tagged. The EPC is stored in the tag’s microchip. You will often hear the terms RFID tags and EPC tags used interchangeably. While RFID refers to the technology used to read the tags, EPC refers to the unique item identifier stored on the tags.

Q. What benefits will customers see from the use of RFID?

A. Our goal at Dillard’s is to use RFID/EPC tags on products to help process merchandise through the supply chain faster and more accurately, monitor inventory levels, perform frequent product inventory counts and reduce theft. The end result will be having the right merchandise in the right store at the right time, thus improving the overall customer shopping experience. As the technology is more widely adopted, there will be even more benefits to the customer.

Q. Forward looking information

A. The foregoing statements regarding our intention to pilot and further implement RFID technology as well as statements made regarding our goals, beliefs of the potential benefits and potential product cost reduction of using this technology are forward-looking statements within the definitions of federal securities laws. These statements represent the views of management at the time of this release, are based upon current information available and are not guarantees of future performance or results. Our actual results of the RFID pilot program and further implementation of this technology in our stores may vary from the forward-looking statements made above due to a number of risks and uncertainties. These risks and uncertainties include but are not limited to the continuing availability of equipment, technology and expertise to successfully pilot and further implement the RFID program, our continuing analysis of the cost-benefit aspects of RFID implementation and resulting determination of the appropriateness of continuing forward with the project and the ability and willingness of our current and future merchandise suppliers to participate in RFID tagging and technology. Dillard's disclaims any obligation to update or revise these forward-looking statements based on the occurrence of future events or the receipt of new information. Got questions? Contact Us.

Returns

Q. What if I need to return an item?

A. Items purchased on our site can be returned to the Internet Store location or to any Dillard's store. Electronics items must be returned in the original packing material from the manufacturer. The return shipping address is:

Q. What if I need to return a gift purchased in a Dillard's store?

A. If you are not near one of our stores, send an e-mail to Questions. Please include the location of the store where your gift was purchased if you have this information. Also, include a phone number where you can be reached. We will forward this information to the store where your gift was purchased, so that they can contact you and assist with the exchange or return.

Security

Q. How secure is shopping online with you?

A. Our site processes all sensitive data keyed into a browser via a "secure socket layer" or SSL, which is the industry standard for encrypting transmitted data. Your information is stored behind a second firewall on a separate server dedicated to that purpose. Once through the firewall, the data is further protected by security protocols requiring a Login ID and Password to access. Security is a top priority with us and we will do our utmost to insure the security and privacy of your data. You may notice that when you are looking at product information, it is not secured. This is typical of most sites. However, once you begin the checkout process which includes providing your personal information, that is secure.

Shipping

Q. Do I have to pay shipping?

A. We do charge shipping for orders. Please refer to our Shipping Policy for shipping options, specific charges, and delivery times.

Q. Do you ship overseas?

A. At this time we only ship within the United States. We do not ship overseas, to Canada, or to Mexico.

Q. What about shipping to APO/FPO addresses?

A. Yes, we do ship to APO/FPO addresses. However, due to restrictions at those postal facilities, we are unable to ship oversized or heavy items. We also can not offer Express shipping to these locations. Please allow 2-8 weeks for delivery.

Q. How soon will I receive my order?

A. Processing time for in stock items is approximately 2 business days. Standard delivery is 7-10 business days; express delivery is 2-3 business days. Delivery times do not include processing time. If the item is not in stock, you will receive an email to inform you.

Q. How will my order ship?

A. Service providers are Fed Ex, UPS and USPS. The carrier will be determined by the service available for your "ship to" location and the method of delivery (regular or express) you select. When your order ships, you will receive an email that includes the name of the carrier and a tracking number. For more information about shipping, please refer to our Shipping Policy.

Shopping

Q. How do I place an order online?

A. First, you will need to locate the item you wish to purchase. If it is an item from our catalog, begin by clicking on the merchandise category and appropriate subcategory under shop on line on the left side of our Home Page. If you wish to purchase a wedding gift, click on Shop for a Couple (under Wedding & Gift Registry).

Q. How do I become a Dillard's Shopper?

A. You can become a Dillard's Shopper by completing the Dillard's Shopper page. To do this click on My Shopper ID at the top of our Home Page. Click on Create New Shopper ID under "New Customer". You can also become a Dillard's Shopper during the checkout process by clicking on the "I would like to setup a Dillard's Shopper ID" box at the bottom of the Billing Information screen. Completing the Dillard's Shopper includes the creation of a Shopper ID and a Password. You will use this ID and Password when you place an order.

Q. Do I have to be a Dillard's Shopper to purchase on your site?

A. No, you do not. You can shop as frequently as you like as a "new customer", but we hope that you will choose to become a Dillard's Shopper. The benefits of being a Dillard's Shopper include access to Order Status to review the details of each of your orders and check on the status, use of an address book to keep your frequently used mailing addresses, and a streamlined checkout since you do not have to key your billing and shipping address information each time.

Q. What is a Shopper ID?

A. A Shopper ID is a login that you create as part of being a Dillard's Shopper. You will also create a Password at that time. The Shopper ID and Password are used when you shop with us as a Dillard's Shopper. They are unique to you and they are how we recognize you when you shop with us.

Q. What if I forget my Shopper ID or Password?

A. Just click where indicated below the Shopper ID and Password boxes on the Login screen. We'll guide you through resetting your password. If you would like for us to reset your Password for you, there is an e-mail form that you can complete and send to us.

Q. What is a Security Question?

A. This is a question that you provide us as well as the answer to this question. The answer should be known only by you. Answering this question is part of resetting your Password. It insures that only you have access to your Shopper ID and Password. Security of your information is a primary concern to us and this is just one of the ways we insure it.

Q. What if I need to change my Shopper ID profile?

A. You can do this anytime by clicking on Dillard's Shopper on the Home Page then clicking Update Profile on the following page.

Store Location

Q. How do I find the Dillard's store closest to me?

A. Click on Store Locator at the top of our Home Page. You can click on a state or enter a city, state, or zip code in the search box to find stores closest to you.