FREE SHIPPING & RETURNS

Jaclyn Jones USA

FREQUENTLY ASKED QUESTIONS

WHERE CAN I REACH YOU?

Shoot us an email at hello@jaclynjonesusa.com or submit an inquiry form here. We will do our best to get back to you ASAP, usually within 24 hours.

HOW DO I KNOW WHICH SIZE WILL FIT ME BEST?

Our shoes fit true-to-size. If you’re still a little unsure, don’t hesitate to ask! Our team knows how each style fits and can offer you guidance throughout your order process. Send a note to hello@jaclynjonesusa.com.

MY SIZE IS UNAVAILABLE, WHAT CAN I DO?

Don’t worry! If the pair you love is out of stock in your size, we would be happy to make it just for you! Simply contact us at hello@jaclynjonesusa.com or through our contact us page and we’ll get the process started for you. You can expect to receive your custom pair in about 4 weeks. Because this process interrupts our factory’s standard production schedule, there is a 20% up-charge for special order items.

WHAT DOES "SPECIAL ORDER" MEAN ON CERTAIN ITEMS?

Because all of our footwear is handcrafted in small batches by local US artisans, we have the opportunity to offer certain styles for “special order” only, which means that the pair of shoes will be made expressly for you! Please contact us at hello@jaclynjonesusa.com or through our contact us page to get the order process started. You can expect to receive your custom pair in about 4 weeks. Because this process interrupts our factory’s standard production schedule, there is a 20% up-charge for special order items.

If you see a style that you’d love to order in a color or material that isn’t listed, we are happy to work with you to make your shoe dreams come true! Simply reach out and we will work with our artisans to find the best materials for your custom pair.

HOW CAN I TRACK MY ORDER? 

If you have an account, you can check the status of your order at any time simply by logging into your account and clicking 'View Order Status'.

If your order states “Unfulfilled”, your order has been received and is being processed by our warehouse team. Please note order processing may take up to 2-3 business days. If your order has “Shipped,” you will see a delivery tracking number. Please note that it can take up to 48 hours for the tracking information to be updated once the tracking number has been assigned. You will also receive a shipment confirmation email with your tracking number as soon as your order is on its way! 

If you have any questions about the status of your order, please contact our lovely support team: hello@jaclynjonesusa.com.

 

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO? 

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Also, try refreshing your web browser. Please only click the “Place Order” button once to avoid multiple authorizations.

If you continue to receive error messages, please contact Customer Care at: hello@jaclynjonesusa.com

HOW MUCH WILL SHIPPING COST AND HOW LONG WILL IT TAKE TO GET MY ORDER? 

We are pleased to offer complimentary Ground shipping with UPS on all orders shipping within the United States. We also offer UPS 2 Day Air and UPS Overnight with rates that are determined based on your location and number of items purchased. You will see the rates calculated at checkout after entering your shipping address.

 

If you selected our complimentary shipping option, once your order is processed and ready to ship, standard UPS Ground may take up to 7 business days for your package to arrive.

DO YOU SHIP INTERNATIONALLY? 

Yes! We ship internationally via DHL International, which takes between 5-13 business days. Your shipping rate will be automatically calculated at checkout. .

 

HOW DO I RETURN/EXCHANGE SOMETHING FROM MY ORDER?

Follow the instructions on our Returns page.

WHAT IS YOUR RETURN POLICY?

We want you to be completely in love with your Jaclyn Jones USA purchase! And we understand that sometimes things just don’t work out. That’s why we gladly offer a full refund on any unworn, unused merchandise purchased from our website within 30 days of delivery. All items must be in their original packaging.

 

If you need to return your item(s), please visit our Returns Page where you will enter your order number and email address. Please follow the instructions on this page to submit your return request. Once our team reviews your return request, you will receive an email confirmation with your pre-paid return label and tracking details. Don’t forget to keep your return tracking number for your records. You may choose to use an alternative carrier to ship your return item(s), however, you will be responsible for the cost.

 

You will receive an email notification as soon as we receive your returned item(s). Your refund will be issued back to the original method of payment within 7 business days of receipt. 

 

If you receive an incorrect item or if the merchandise is damaged or defective in any way, please contact us immediately by emailing hello@jaclynjonesusa.com and we will make sure you are taken care of promptly.

 

PRE ORDERS

If you would like to order a presale item, please hit the ‘Pre-Order’ button on the product page and proceed with the checkout process. Please note that upon order submission, your card will be immediately charged to guarantee your item. Orders with multiple styles will only go out once all items are ready to be shipped. You will receive an email to confirm that your order is on its way.

WHAT DOES MADE IN USA MEAN?

At Jaclyn Jones USA, we are so proud to have our shoes made locally, here in the United States! Although we source the highest quality materials from around the world, the entire construction process of each shoe is handcrafted start to finish by American artisans. 

GENERAL CARE FOR ALL LEATHERS
  • Avoid over-exposure to heat or direct lighting. 
  • Keep leather goods away from rain and humidity.
  • If leather should get wet, dab with a soft neutral cloth to absorb the moisture. 
  • When not in use, we recommend storing your product in a cool, dry place using the Jaclyn Jones USA dust bag provided. 
  • Suede materials: can be cared for using special products such as: suede protectors and brushes.
PRODUCT COLOR

Since the resolution and color composition of each computer monitor varies, we cannot guarantee the accuracy of the colors of products displayed on our website. Please also note that each shoe is uniquely handmade and may vary slightly from the image shown.

WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED?

Oh no! Contact us via email at hello@jaclynjonesusa.com right away with images of the damage and we will make sure we take care of it for you.

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