FAQs
What is your return and exchange policy?
You have 14 days from the day that you receive your order to contact us for a full refund or exchange. Once you have contacted us for a return or exchange, you have another 14 days from that point to have your garment(s) back to our studio. If we don’t hear from you or the 14 day window passes, we may no longer be able to offer the original refund or exchange. If it is within 4 weeks of the date of your order, we can offer you a store credit in the amount of your purchase, minus shipping. Once 4 weeks has passed, we are no longer able to take back any garments.
*We do not accept returns for a refund on any sale items. Exchanges for different size, color, or store credit are accepted within two weeks of delivery.*
Contact support@jamieandthejones.com with your order number and the items you wish to return to start your return process.
How do I best care for my J+J garment?
We want your J+J pieces to last as long as possible, so we complied all the information you'll need to best care for your J+J in our Care Guide. We also include this information in a care card in each shipment, specifically for the fabric(s) you ordered! If you have any other questions, email support@jamieandthejones.com and we will be happy to help.
What size should I order?
Choosing a size online can be tricky business and we have tried to make it as easy as possible. First, check out our Size Guide to find measurements of all our garments. Then, the best way to find your perfect size is to find your true-to size preference and compare those measurements to your own + or a similar favorite garment. If you have any further questions feel free to reach out to support@jamieandthejones.com for some extra help.
What does made-to-order mean?
We are a made-to-order company, meaning that once we have your order, we place it into production. Each piece is cut, sewn, quality checked, packed and shipped from right here in our studio. For this reason, we require 2-4 weeks for all regular orders to be produced. Our lead time may be extended during sales to 4-6 or 6-8 weeks, due to a larger influx of orders. Good things take time and we believe your J+J is worth the wait!
How do I know my order has shipped?
Once your item arrives to fulfillment, it will be packed and labeled. Our system sends out an automatic notification once the label is created and you will be provided with a tracking number. We ship via USPS Priority mail for domestic orders and USPS First Class International for international orders. We have regularly scheduled pick-ups from our studio on Mondays, Wednesdays, and Fridays. Sometimes there is a day between the creation of your label and when the USPS makes its pick-up. If you have any specific questions or requests regarding shipping, please email support@jamieandthejones.com .
Where do you source your fabric from?
We love to source as much domestically as we can, and especially love to support other small businesses like ourselves! Our hand wovens are our most transparent garments, as they can be traced from seed to sew and currently produced in the USA by small batch weavers. Our silk crepe and raw silk are currently sourced from China as these items are not available domestically at this time.
Why is my international package still in transit?
We ship using USPS First Class International. As per the USPS website, packages shipped via USPS First Class International typically take 7-21 days to arrive. However, it is not uncommon for packages to be held in customs for an extended amount of time. We are unable to locate or track a package once it reaches customs. We are not responsible for packages once they leave our facility and are not liable for issues pertaining to packages that haven’t arrived to their destinations. Please contact your local post office for issues regarding international shipments.
I live outside of the United States and was charged a fee to receive my order. Why?
Each country has its own rules and fees, and unfortunately we are not able to alter or offset those. We are not responsible for any customs fees or duties associated with receiving your order internationally and cannot mark a package as a gift. Please contact your country’s postal service for more information.