Contact & FAQ

WE’RE HERE TO HELP
 
[email protected]
24 Hours or Less Response Time Excluding Weekends & US Holidays

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ORDERS & SHIPPING

• Can I change/cancel my order?

Once an order has been placed, we typically cannot edit the address you’ve entered or the items within the order. We also typically won’t be able to process a cancellation. If you email [email protected] within an hour of the order, we will make every effort to accommodate your cancellation or change request.
 

• How long before my order ships?

All in-stock orders (both standard and expedited) are processed within 1-2 business days.

Note: If you place an order after 2pm EST on a Friday, your order may not be shipped until the following Monday.

• What forms of payment do you accept?

We accept payments from Visa, MasterCard, American Express, and Discover,  as well as Amazon Payments and PayPal.
JayGodfrey.com does not accept checks, cash, money orders, or orders taken over the phone. Only one method of payment can be accepted per order.

• How much does shipping cost?

US Domestic
All orders receive FREE UPS Ground Shipping!

Expedited US Shipping is available for a flat-rate at checkout via these services. Please note this does not include our 1-2 business day processing time.

• UPS 2-3 Business Days: $18.00
• UPS Next Business Day: $28.00 

International 
Flat Rate Expedited International Shipping (3-5 Business Days) is available for these countries and regions. Please note that processing time can be up to 3 business days and these rates do not duties or taxes that may be applied at customs.

• Puerto Rico, Virgin Islands & US Minor Outlying Islands: $28.00
• US Pacific Island Territories: $38.00
  
• Canada & Mexico: $38.00
• United Kingdom: $48.00
• Australia, Peru, Germany, France, Spain & Italy: $58.00
  
  

Additionally Calculated Expedited International Shipping Rates are available in other international locations, and prices are determined at checkout based off location and weight. Please note that those rates do not include duties or taxes that may be applied at customs.

• UPS Worldwide Expedited
• UPS Worldwide Express

We continue working on updating our international shipping process to accommodate more countries at a more cost-effective rate. Sign up for our newsletter to stay updated for those changes: http://eepurl.com/Z2VKT
 

• What if an item I would like to purchase is Out of Stock?

Stock is limited and items tend to sell out very quickly. Please use the “Notify When Available” on the product page of the item that is sold out to request an automated notification when that color and size is back in stock.
 
Please note that not all items are re-stocked and we may be completely sold out.
 

• Where is my order?

For all shipped packages, we’ll send you the tracking number in an automated email (you can also find the info in your My Orders page, if you checked out using an account). If you want to change the address or simply learn the whereabouts of your order you can contact the carrier:
 
UPS: 1-800-742-5877
 

• Where do you ship?

We have FREE Ground Shipping to the US, and offer expedited services to over 240 countries available through UPS. Please see our shipping rates above.

Please note that import fees, duties and taxes will be due at time of delivery for international locations.

For shipping inquiries on international orders, please call UPS International at 1-800-782-7892. You may also contact us at [email protected].

• Can I include a gift receipt with my order?

We do not offer separate gift receipts at this time.
All orders arrive with a packing slip that omits the price of each product and includes instructions on how to make a return.

• Do you offer gift cards?

Yes! Please purchase gift cards here: https://jaygodfrey.com/products/gift-card

• Do we ship to PO Boxes or APO/FPO?

Unfortunately all orders must be shipped to a physical address and we cannot process orders with a PO Box or APO/FPO address.

• What if my order was lost in transit?

If your tracking information shows that your package was delivered, but you have not received it, please contact UPS at 1-800-742-5877 to file a claim for the missing shipment. Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address but will assist with any and all missing package questions or concerns.

• Can I get a price adjustment?

Items purchased at full price within 10 days of being marked down are eligible for a store credit refund for the difference in price.
 
If you see a style that is advertised on one of our vendor’s sites that is lower than we currently offer, please reach out to [email protected] before your order is placed to receive a discount code to credit the price difference. We can only honor store credit if you reach out to us about price matching after you’ve already placed your order.
 
Refunds will be issued in the form of a store credit, and cannot be applied retroactively. Your store credit never expires, and can be deducted using the store credit code given to you upon approved price adjustment.

• Do you charge sales tax?

We collect sales tax on all orders shipped to New York State.
 
Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.

RETURNS & EXCHANGES

• What is your return policy?

Returns for a full refund must be requested within 15 days of your original order and delivered to our facility within 30 days of your original order. Please use our Returns Dashboard to request a FREE return shipping label. Upon inspection that merchandise is unworn, undamaged, and still has all it's original tags, a refund will be processed within 10 business days on to the original payment method.

Please note we do not currently accept international returns.

• How do I start a Return?
  

To request a return, simply navigate to: returns.jaygodfrey.com. Enter the email you used to place the order you’d like to return, select the items you’re shipping back and why.

Once completed, we’ll send you a prepaid shipping label with return instructions within 24 business hours of request (this does not affect your return window). Returns must then be shipped and delivered to our warehouse within 30 days of the original order.

• Can I return a final sale item?

All FINAL SALE purchases cannot be returned. Return requests on final sale merchandise will not be accepted. Merchandise is clearly marked on the collection, product, cart, and checkout pages. 

• When can I expect my refund?  

Refunds will be made to original payment method less any expedited shipping costs made on the original order within 10 business days of return delivery to our facility. A confirmation containing refund details will be emailed to you in the form of an automated Credit Memo.

Please note that once processed on our side, refunds can still take 3-5 business days to appear back on your original payment method. 

• How do I exchange something?

We are excited to announce that as of March 2019 we are now accepting exchanges through our returns platform: returns.jaygodfrey.com

Please select the item that you would like to exchange from your original order through our returns system. Once selected we will create a return for your original style and send you a FREE return shipping label. Once you have dropped off your return and it has been scanned by UPS, your exchange product will be packed and shipped to the shipping address from your original order (unless otherwise noted).
 
Please note that our exchange policy is the same as our return policy: it must be requested within 15 days of your order, and delivered back to our warehouse within 30 days of your order. Please ensure that items are unworn, unwashed, and undamaged. Note: All returned items must be unaltered and include any original packaging, including all tags that came with. If we receive your exchange return item in a non-resalable condition we reserve the right to charge you for the requested exchanged style.

If you have any questions about our new exchange program, please email [email protected]

• What if my item is damaged, defective, or incorrect?  

If you have received a damaged, defective or incorrect item, contact [email protected] with a photo of the damage or the wrong item you received, as well as your order number. We’ll take care of you right away!

 
PRODUCT, SIZING, & ALTERATIONS

• What Size am I?

Sizing varies between our silhouettes, so we recommend using these tools to better determine your ideal size:
 
A link to a Size Guide with detailed product measurements is included on each product page. As a note, measurements are taken in inches and while the garment is lying flat, so some measurements (i.e. waist, chest etc) will need to be doubled to determine the circumference. We recommend comparing these measurements to a similar item that you already own.
 
Additional style and fit details are included in the Details and Descriptions sections on each product page.
 
If you need more help, our team can answer all your questions on sizing and fit -- send us a note at [email protected] and include your typical size ad measurements and we’ll provide individualized advice. If the fit doesn’t work out the first time, remember, returns and exchanges within the US are always free.
 
Remember to check out our FREE Alterations program to help you find the perfect fit!
 

• How do I care for my item?  

We recommend that all our dresses, gowns, jumpsuits, rompers, blouses, and pants be professionally dry cleaned. We support eco-friendly dry cleaners -- just ask if your local dry cleaner uses “perc”? If they do, they’re not green! Look for “wet” cleaning and CO2 cleaning stores.
 

• What is your Alterations Program?  

So glad you asked! Our new Alterations Program removes the hassle and worry about finding the perfect fit. We cover up to $50 of any alterations that you’d like to make to your new JG style. Just visit your local tailor and submit us your receipt to [email protected], and we’ll send you a credit towards your original JayGodfrey.com purchase!
 
Check out our Alterations page for more info!
 

• Can I participate in the Alterations program if I purchased a style at another store or site?  

Our Alterations program is an exclusive service available only to our JayGodfrey.com Customers. We’d love to help you find the perfect fit! Please send us a note at [email protected] so we can help enjoy our Alterations program too.
 

• What if you’re out of my size?  

We tend to sell out quickly, and your size my no longer be available. Please check the product page, click the sold out size you’re interested in and select the “Email When Available” button. Enter your email and you will be notified if and when your specific size and color come back in stock!
 
Please note that we do not restock all styles. For specific requests please email us at [email protected].
 

• Where can I update my account information or reset my password?

Please navigate to your account page by logging in here: https://jaygodfrey.com/account/login and selecting “Edit Account”. You can also keep track of your order history here as well!
 

• How do I unsubscribe or change my email preferences?

If you’d no longer like to receive emails or would like to update your email address associated to your account with us at JayGodfrey.com please navigate to the Manage Account and click on “Edit Account”.
 
If you are a subscriber to the JG Newsletter and want to update your settings or unsubscribe please find the latest campaign email and navigate to the footer where you’ll find both “Unsubscribe” and “Update Settings” links.
 

• What’s Jay Godfrey’s Phone Number?

We are not able to offer phone support at this time.
 
Send us an email ([email protected]) and we’ll do our best to get back to you as soon as possible.
 
Make sure to include any relevant details like an order number, account email, photos, or anything else that will help us answer your question.