Return and Cancellation Policy FAQ

Frequently asked questions about returns, cancellations, refunds, and exchanges.

 

What are the refund options for returns and cancellations (ready to ship & preorder)?

• Jane + Jo processes all returns and cancellations back in form of store credit only. Return shipping is buyer responsibility in most instances and original shipping fees are not credited, unless the order has not already shipped or other arrangements have been made.
• We are happy to offer exchanges if we are able as well!
• Most garments are eligible for return for store credit within 14 days of receiving the order (this date is calculated based on the orders tracking delivery date).

 

Can I cancel an order I just placed (ready to ship & preorder)?

Cancellation of an order for any reason including - successful cart buddy, no longer need/want, duplicate order placed, discount code forgotten, etc. are not accepted.

Change of an order for any reason including - addition/removal/change of discount code, etc. are not accepted.

We would love to be more accommodating but the above changes result in system wide errors including possible ordering and filling errors.

 

What garments are returnable or able to be cancelled (ready to ship & preorder)? 

• Most garments are eligible for return for store credit within 14 days of receiving the order (this date is calculated based on the orders tracking delivery date). The garment must be unworn and in unwashed condition. Garment must be in the original packaging with all hang tags intact. Refund will be processed again, as a shop credit only. Please see below on which garments are not eligible for return (i.e. warehouse sale, final sale, swim, holiday wear).

 

• Preorders that have reached OVER their original estimated week of shipping marker ARE eligible to be cancelled (as noted in each preorder listing, the only time a preorder can be cancelled is if the garments shipping is delayed beyond the original listed estimated shipping week, in that instance, you may opt to cancel your preorder but the refund will be processed again, as a shop credit only. You must wait until the original estimated week of shipping has lapsed before opting to cancel the preorder for a shop credit. You can find the original estimated shipping date within each garments original listing our on the preorder estimates and updates page on the website - https://janeandjo.com/pages/preorder-shipping-estimates. Please understand we can not make any other exceptions to these policies.

 

What garments are non-refundable or unable to be cancelled (ready to ship & preorder)? 

 The following items cannot be returned or cancelled:

• Any garment that is sold or listed as Warehouse Sale or Final Sale (these garments are final sale as the original listing notes).
• Typically any garment that is listed as "holiday" wear is unable to be returned.
• Gift cards
• Preorders that have NOT reached over their original estimated week of shipping marker (as noted in each preorder listing, the only time a preorder can be cancelled is if the garments shipping is delayed beyond the original listed estimated shipping week, in that instance, you may opt to cancel your preorder but the refund will be processed again, as a shop credit only. You must wait until the original estimated week of shipping has lapsed before opting to cancel the preorder for a shop credit. You can find the original estimated shipping date within each garments original listing our on the preorder estimates and updates page on the website - https://janeandjo.com/pages/preorder-shipping-estimates. Please understand we can not make any other exceptions to these policies.

 

Are original shipping fees included in the refund and what if I used a discount code (ready to ship & preorder)?

• If the order has already been shipped, the original shipping fees are unable to be credited in the refund in most instances.

 

• If you are cancelling a preorder that has not shipped, the shipping fees will be included in the refund - please note, the shipping fees do not accurately display in the refund request summary however they will be credited back to you if your cancellation is approved.

 

• If you have used a discount code on your order that you are returning or cancelling, you will receive a reissued discount code of the same amount so that you may use again.

 

I forgot to read the preorder notes in the listing before I purchased, can you help? 

Preorder policies: (these are noted in each preorder listing under preorder notes so that you may view prior to purchasing, we understand it is long and boring, but it is meant to be helpful and informative so you understand our policies prior to placing any order). Refer to the garments original listing on the site for more product specific details such as original shipping estimates etc.

• By placing an order for a PRE-ORDER garment you are acknowledging that you understand that the garment is not yet made/ready to ship, and it will ship after production is complete, at the later estimated date below. Please keep in mind the season the garment will arrive in and order your size accordingly with this in mind.
• Preorders are made especially for you in your selected sized. Because of this you are unable to cancel a preorder once the order is placed for any reason per preorder polcies. Preorders are able to be returned once received - however, please keep in mind that all returns, credits, adjustments, etc. are processed in the form of a shop gift card only. The only exception to our preorder cancellation policy is if garments shipping is delayed beyond the original estimated shipping week, in that instance, you may opt to cancel your preorder but refund will be processed again, as a shop gift card only. You must wait until the original estimated shipping week has lapsed before requesting to cancel for a shop gift card. Please understand we can not make any other exceptions to these policies.
• Estimated preorder shipping weeks are not guaranteed, they are our only our best estimate on how long the following will take:
  • garments production time (which begins once the sale has closed) - this is the time is takes for the garments fabric to be printed/milled, cut to pattern, constructed in sewing, quality checked, and packed by our manufacturing team.
  • transit time from our manufacturer to us by shipping carrier - this is the time it takes for the finished garments to arrive to us here at JJ after they are shipped to us from our manufacturing team.
  • amount of time it will take for our team to quality check each garment once they arrive to us
  • amount of time it will take for our team to  full-fill & ship each order after q/c is complete.

We operate on shipping weeks rather than exact dates due to the fact that we simply can not quality check and ship hundreds of orders in a single day or even a single week. Preorders are some of our largest sales and do take some time to work through all the the areas of production to fulfillment to you.  Our shipping weeks start on Monday and end on Sunday. 

 

• To check the current status of your preorder after the sale has closed & to follow along for any updates please reference this helpful page here on the site - preorder updates. This is only place we post updates on preorders - having a set location to post information allows everyone to freely access it.

 

Can I cancel my preorder BEFORE it is due out to ship?

As noted in preorder policies, preorders are made especially for you in your selected sized. Because of this you are unable to cancel a preorder once the order is placed for any reason BEFORE it is due out to ship, as noted in each preorders listing details. Preorders are able to be returned once received - however, please keep in mind that all returns, credits, adjustments, etc. are processed in the form of a shop credit only.

Can I cancel my preorder if the preorder is delayed beyond the original estimated shipping week in the original listing?

Yes. The only exception to our preorder cancellation policy is if the preorder has reached OVER their original estimated week of shipping marker - they are then eligible to be cancelled (as noted in each preorder listing, the only time a preorder can be cancelled is if the garments shipping is delayed beyond the original listed estimated shipping week, in that instance, you may opt to cancel your preorder but the refund will be processed again, as a shop credit only). You must wait until the original estimated week of shipping has lapsed before opting to cancel the preorder for a shop credit or the preorder cancellation request will be denied and we will let you know the date that you may sumbit your request again. You can find the original estimated shipping date within each garments original listing our on the preorder estimates and updates page on the website - https://janeandjo.com/pages/preorder-shipping-estimates. Please understand we can not make any other exceptions to these policies. 

 

How do I start a return or cancel request on an eligible order or garment?

• Visit our returns & cancellations request center.
• Enter your order number and email address to start.
• Follow the instructions and select the items you want to return.
• Once your request is approved, you will get a confirmation email with next steps and instructions.

 

I think the item I received may be flawed?

From time to time, an item you receive may contain a defect. We do our best to quality check products prior to them leaving our warehouse but human error may occur and we do apologize!

If you believe you have received a defective item, reach out to us within 10 days of the delivered date so we can be of best help! Our email is hello@janeandjo.com

 

Do you have offer exchanges?

If there is an in stock garment that you would like to exchange your received garment for, we are happy to try and make the swap for you! For this type of request, we ask that you email in so we can be of best help. Our email is hello@janeandjo.com. Be sure to include to your order # for faster service.

 

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

 

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 2 working days after approval.

 

My question is not addressed...

If you have any queries regarding return or refund, reach out to us at hello@janeandjo.com