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CONTACT & FAQ


WE’RE HERE TO HELP

support@jaygodfrey.com

24 Hours or Less Response Time Excluding Weekends & US Holidays

ORDERS
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 support@jaygodfrey.com 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.

SHIPPING
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 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.

RETURNS

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 its original tags, a refund will be processed within 10 business days on to the original payment method.

We cannot accept international returns at this time.

How do I start a Return?

To request a return, simply navigate to: returns.jaygodfrey.com.

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.

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

Please note: we are experiencing unfortunate delays in returns processing due to COVID-19. Our team is working swiftly to process these returns in the quickest and safest way possible. We truly appreciate your patience.

 

EXCHANGES

 

How do I exchange something?

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).

All returned items must be without alterations, unwashed, unworn and with all original tags. 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 support@jaygodfrey.com

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

If you have received a damaged, defective or incorrect item, contact support@jaygodfrey.com 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!

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 additional assistance, our team can answer all your questions on sizing and fit! Please send us a note at support@jaygodfrey.com and include your typical size/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.

How does your Alterations Program work?

We cover up to $50 in alterations made to your garment. Visit your local tailor and submit the receipt of your adjustments within 30 days of your order to fit2you@jaygodfrey.com. Our Alterations program is an exclusive service available only to our JayGodfrey.com customers. We’d love to help you find the perfect fit!

Check out our Alterations page for additional info!

What if my size is sold out?

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 support@jaygodfrey.com.

 

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.

Do you have a contact number?

We are not able to offer phone support at this time.

Send us an email (support@jaygodfrey.com) and we’ll 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.