Returns & Exchanges
 
  • US Store Return Policy
  • US Mail Return Policy
  • International Return Policy

Our Policies

For purchases made on or after November 1, 2019 the following policy applies:

For your convenience, purchases can be returned at any shop in the U.S. (excluding Outlet and closing shops) or through the mail. We offer free shipping on all U.S. returns. Credits typically post within 1–2 billing cycles. Merchandise may be returned if defective, or unwashed and unworn, with or without a receipt. All sales are final after 45 days. Online orders cannot receive price adjustments in our retail stores. Merchandise exchanges are only available through Janie and Jack shops (excluding Janie and Jack Outlet). Unfortunately, our stores outside the U.S. are unable to accept online order returns or exchanges. Purchases made at a Janie and Jack shop must be returned in the country of purchase. Purchases made at janieandjack.com can be returned to janieandjack.com or at a U.S. Janie and Jack shop. If you did not purchase our merchandise from a Janie and Jack shop or janieandjack.com, we cannot process your return—please contact the seller for return information. For returns or exchanges on sets, all items in the set must be returned to be processed accurately.


Returns with an Original Sales Receipt

Merchandise may be exchanged or a refund will be issued in the original form of payment for the price paid when returned within 45 days of purchase. A return/exchange or gift receipt does not serve as an original receipt. Janie and Jack reserves the right to limit returns or exchanges and to verify the original sale before processing a return. 

Returns with a Gift Receipt

Refunds over $5 will be issued in the form of a Merchandise Credit or merchandise exchange for the price paid.

Returns without a Receipt

Refunds over $5 will be issued in the form of a Merchandise Credit or merchandise exchange for the current selling price. Valid identification is required for all returns and exchanges without an original receipt or gift receipt. Valid forms of photo identification are: U.S. Driver's License, U.S. state-issued ID, U.S. Military ID, and a Passport. Information from your ID will be retained in a company-wide database of customer return activity that Janie and Jack uses to authorize returns and will not be used for any other purpose. Janie and Jack reserves the right to limit returns or exchanges and to verify the original sale before processing a return. We may offer a lookup using your credit/debit card, personal check, or email address to attempt to locate the transaction information for returns without a receipt. If the transaction is located, it will be processed as a return with a receipt.

Final Sale Policy

All merchandise with a price ending in $0.97 is considered FINAL SALE and cannot be returned or exchanged. $0.97 includes the price on the hangtag and price charged before coupons or discounts.

Check Policy

As of August 27, 2019, we are unable to accept checks as payment in stores. We’re sorry for any inconvenience this may cause.

Please see a manager with any questions or comments regarding our Customer Service Policies. These policies are subject to change at any time.

Gift Cards and Merchandise Credits

Gift Cards and Merchandise Credits may be redeemed at any Janie and Jack shop location for merchandise only, except to the extent required by law. Gift Cards may be redeemed for cash if the balance is less than $10, except as otherwise required by law. Gift Cards and Merchandise Credits are valid in the country of issuance only. A valid photo identification is required to receive or redeem a Merchandise Credit. Valid forms of photo identification are: U.S. Driver's License, U.S. state-issued ID, U.S. Military ID and a Passport. Merchandise Credits must be signed at the point of issuance. Lost, stolen, or damaged Gift Cards or Merchandise Credits may be replaced for the remaining balance at the time of notice upon presenting an original sale or gift receipt. Returns on items purchased with a Gift Card or Merchandise Credit will be satisfied with another Merchandise Credit. Merchandise Credits are non-transferable. Merchandise Credits cannot be used to purchase Gift Cards. Merchandise Credits may not be used online.

At this time, E-Gift Cards are temporarily unavailable for use in stores.

Price Adjustments

A one-time price adjustment will be permitted within 7 days of initial purchase with original receipt. All adjustments are refunded in the original form of payment. Online purchases cannot receive price adjustments in retail stores. Janie and Jack may designate that price adjustments are not available during certain promotional events or that price adjustments are not available on certain items. 

Holiday Extended Returns Policy

Items purchased in stores or online between Nov 1st and Dec 24th may be returned by Jan 15th, or 45 days after purchase, whichever is later. For those online items returned by mail, these must be received at our facility by Jan 15th, or 45 days after purchase, whichever is later. Please allow 7 - 10 days for return mail. Proof of purchase is required.

Mail Return Policy

For purchases made on or after November 1, 2019 the following policy applies:

For your convenience, purchases can be returned at any shop in the U.S. (excluding Outlet and closing shops) or through the mail. We offer free shipping on all U.S. returns. Credits typically post within 1–2 billing cycles. Merchandise may be returned if defective, or unwashed and unworn, with or without a receipt. All sales are final after 45 days. Online orders cannot receive price adjustments in our retail stores. Merchandise exchanges are only available through Janie and Jack shops (excluding Janie and Jack Outlet). Unfortunately, our stores outside the U.S. are unable to accept online order returns or exchanges. Purchases made at a Janie and Jack shop must be returned in the country of purchase. Purchases made at janieandjack.com can be returned to janieandjack.com or at a U.S. Janie and Jack shop. If you did not purchase our merchandise from a Janie and Jack shop or janieandjack.com, we cannot process your return—please contact the seller for return information. For returns or exchanges on sets, all items in the set must be returned to be processed accurately.

We offer free shipping on all U.S. returns. To mail in your return, complete the Return Mail Form (bottom half of the packing slip), including "Quantity Returned" and "Reason Code," and enclose it with your merchandise. Credits typically post within 1–2 billing cycles. Customers worldwide should use an insured mail service; we cannot be responsible for items which we do not receive. Shipping fees involved in making a return to the Online Store will not be reimbursed. Packages must be returned prepaid; we cannot accept COD deliveries. For returns or exchanges on sets, all items in the set must be returned to be processed accurately.

Send returns to: 

Janie and Jack Online Store
Attn: Returns
4995 Industrial Way
Benicia, CA 94510

Returns with an Original Sales Receipt

For returns postmarked within 45 days of the purchase date, a credit will be issued to the credit card used for the original purchase. Credits typically post within 1–2 billing cycles. A return/exchange or gift receipt does not serve as an original receipt. Merchandise exchanges are only available at Janie and Jack shops.

Returns with a Gift Receipt

Refunds will be issued in the form of a Merchandise Credit (redeemable in stores only) and will be sent to the shipping address on the original order. Merchandise exchanges are only available at Janie and Jack shops. 

Returns without a Receipt

Returns without a receipt will receive a Merchandise Credit (redeemable in stores only) for the current selling price, and will be sent to the shipping address on the original order. Returns without a receipt will not be accepted for international orders at janieandjack.com.

Final Sale Policy

All merchandise with a price ending in $0.97 is considered FINAL SALE and cannot be returned or exchanged. $0.97 includes the price on the hangtag and price charged before coupons or discounts.

Price Adjustments

A one-time price adjustment will be permitted within 7 days of initial purchase with original receipt. All adjustments are refunded in the original form of payment. Online purchases cannot receive price adjustments in retail stores. Janie and Jack may designate that price adjustments are not available during certain promotional events or that price adjustments are not available on certain items. 

Holiday Extended Returns Policy

Items purchased in stores or online between Nov 1st and Dec 24th may be returned by Jan 15th, or 45 days after purchase, whichever is later. For those online items returned by mail, these must be received at our facility by Jan 15th, or 45 days after purchase, whichever is later. Please allow 7 - 10 days for return mail. Proof of purchase is required.

International Return Policy

For purchases made on or after November 1, 2019 the following policy applies:

For your convenience, purchases can be returned at any shop in the U.S. (excluding Outlet and closing shops) or through the mail. We offer free shipping on all U.S. returns. Credits typically post within 1–2 billing cycles. Merchandise may be returned if defective, or unwashed and unworn, with or without a receipt. All sales are final after 45 days. Online orders cannot receive price adjustments in our retail stores. Merchandise exchanges are only available through Janie and Jack shops (excluding Janie and Jack Outlet). Unfortunately, our stores outside the U.S. are unable to accept online order returns or exchanges. Purchases made at a Janie and Jack shop must be returned in the country of purchase. Purchases made at janieandjack.com can be returned to janieandjack.com or at a U.S. Janie and Jack shop. If you did not purchase our merchandise from a Janie and Jack shop or janieandjack.com, we cannot process your return—please contact the seller for return information. For returns or exchanges on sets, all items in the set must be returned to be processed accurately.

Shops outside the U.S. are unable to accept online order returns or exchanges. International orders from our online shop can only be returned by mail.

 

To mail in your return, complete the Return Mail Form (bottom half of the packing slip), including "Quantity Returned" and "Reason Code," and enclose it with your merchandise. Credits typically post within 1–2 billing cycles. Customers worldwide should use an insured mail service; we cannot be responsible for items which we do not receive. Shipping fees involved in making a return to the Online Store will not be reimbursed. Packages must be returned prepaid; we cannot accept COD deliveries. International customers should contact their local customs office for the return of duties and taxes. Send returns to: 

Janie and Jack Online Store
Attn: Returns
4995 Industrial Way
Benicia, CA 94510

International Price Adjustments

Price adjustments are not permitted on international orders.

Holiday Extended Returns Policy

Items purchased in stores or online between Nov 1st and Dec 24th may be returned by Jan 15th, or 45 days after purchase, whichever is later. For those online items returned by mail, these must be received at our facility by Jan 15th, or 45 days after purchase, whichever is later. Please allow 7 - 10 days for return mail. Proof of purchase is required.