Returns & Exchanges
I received my order and it doesn't fit. What should I do?
We get it, sometimes things just do not fit. You can initiate a return by going to our return portal.
We do our best to provide size indicators (i.e. "true to size", "runs small", "oversized", etc) for styles that have received customer feedback. What works for most customers may not work for you, but we want to give as much information about fit as possible. We recommend you check the size chart first and find the size that works for your own measurements.
To find your measurements start by using a flexible measuring tape that you can wrap around yourself.
- You can find your bust measurement by measuring around the largest part of your chest.
- You can find your waist measurement by measuring around the smallest part of your waist, above your belly button.
- You can find your hip measurement by measuring around the widest part of your hips.
- You can find your length measurement by measuring the top of your shoulders down to your thigh, knee, or ankle, wherever you want to measure a length.
Since sale products cannot be returned or exchanged, it's important to be careful about ordering the right size. If you have any questions (i.e. sizing, material, fit) please contact customer service at support@jessakae.com and we will be happy to assist you.
Do you offer returns or exchanges?
Yes! We provide returns and exchanges on eligible items (this does not include items marked final sale. Final sale items are denoted with a price ending in .99 or otherwise stated so).
We offer a JessaKae eGift Card for all returns, valued at the original cost of your order, or exchanges to exchange your item in a different size or color.
Use our return portal to initiate all returns, including exchanges. You will receive a pre-paid return label, and you will need to return your item within 20 days of the original order. The cost for using our return label is $11.95 and will be deducted from your eGift card — this fee does not apply to exchanges that are free. Your eGift Card will be emailed to you within 5-7 business days after we receive your return(s). For all returns, please review our detailed Return Policy.
Can you refund to a different credit/debit card?
All returns for a refund are refunded to a JessaKae eGift Card. All eGift Cards are sent directly to your email and they never expire
What does Final Sale mean?
All items that are marked final sale have been marked down in price, denoted with a price ending in $0.99 or otherwise stated so, and cannot be returned for a refund, store credit, or exchanged for a different size, color, or style.
Additionally, no promotion codes can be applied to items marked Final Sale. We understand purchasing Final Sale items can be difficult, so please contact us prior to placing your order if you have any questions at support@jessakae.com.
Shipping
Do you ship to my country?
Yes! We are happy to provide shipping worldwide.
International Shipping Rates
Canada = $11.95 US & up
Everywhere else = $20.00 US & up
Before purchasing, we recommend checking your country's import tax and or duty charges. JessaKae cannot be held liable for any additional charges, taxes, or duties issued by your country's import office. Those charges are the sole responsibility of the importer (you). Import duty and taxes will be different from country to country and depend on the value of the goods you are receiving. We have no control over these charges and we are unable to lower the stated value of any goods we send out.
You can use this website to calculate these fees before you make purchases to give you an approximate amount of what the fees will be: Duties Calculator
When will I be getting my JessaKae order?
Orders will be shipped from our warehouse within 5-7 business days.
We will ship Priority shipping as soon as we are able during business days.
During big sales and busy times of the year (i.e. Holidays, Site-wide Sales, etc), you should expect shipping delays.
We try to ship items out as quickly as possible with our small team, but we will try to keep you informed if delays happen.
Once your items have shipped, you should receive a tracking number to the email address you included for your order. If you do not receive your tracking number, please check your junk/spam/promotions folder and then contact support@jessakae.com.
Delivery time is roughly 5 - 10 business days for US orders and 2-6 weeks for international orders (can be longer depending on your country's customs and local delivery process).
You may experience additional delays with your delivery carrier. Make sure to check your tracking information for the most up-to-date status of your order. Preorder Items: All orders containing an item marked as preorder will ship altogether once the preorder item is available to ship. If you need items shipped separately we recommend placing separate orders from a preorder item.
International Customers: your package may be delayed at customs for up to six weeks. You may also be charged tax/duty/fee at pick up, we are not responsible for these charges.
Where is my order coming from?
We ship out of our fulfillment center in Bluffdale, Utah.
We actively ship orders and offer customer service during our business hours of 10:00 AM - 6:00 PM, Monday-Friday *excluding holidays.
Do you offer free shipping?
Yes! We offer free shipping for US orders of $250 or more.
We currently do not offer free shipping for international customers.
Shipping cost for Canada = $11.95 & up
Shipping cost for everywhere else = $20.00 & up
International shipping costs do not include customs or duty fees that apply to your country. Customers are responsible for those fees upon receiving their order.
I'm an international customer, why do I have to pay additional fees at customs?
Before purchasing you should check your country's import tax and or duty charges. JessaKae cannot be held liable for any additional charges, taxes, or duties issued by your country's import office.
Those charges are the sole responsibility of the importer (you). Import duty and taxes will be different from country to country and depend on the value of the goods you are receiving. We have no control over these charges and we are unable to lower the stated value of any goods we send out.
You can use this website to calculate these fees before you make purchases to give you an approximate amount of what the fees will be: Duties Calculator
How much is shipping?
Domestic Shipping
Standard US Shipping = $11.95. Ships within 3-5 business days. The delivery time is roughly 5 - 10 business days after shipping.
Priority Shipping = $21.95 and up. Ships as soon as possible during business days. The delivery time is 2-5 business days.
US orders over $250 = free! Ships within 5-7 business days. The delivery time is roughly 5-10 business days after shipping.
International Shipping
Canada = $11.95 US. Ships within 3-5 business days. The delivery time is 2-3 weeks.
Everywhere else = $20.00 US & up. Ships within 3-5 business days. The delivery time is 2-6 weeks.
You will receive a shipping confirmation email (to the email address you provided) the moment your order has shipped, including the tracking information to follow your order while it makes its journey to you.
Please contact support@jessakae.com with any questions regarding the shipment of your order.
My order is scanned as delivered and it isn't here, what do I do?
Our support team will do our best to assist in tracking down the package, but we are not responsible for products lost or stolen in transit including lost or stolen returns. Once we give a product to a delivery service, we are no longer responsible for it.
We do offer insurance at checkout (Shipping Protection), this only covers items lost, damaged, or stolen during transit. You may place a claim under Shipping Protection. All claims for packages reported stolen require a police report. We are unable to offer refunds or replacements for products that have been scanned as "Delivered", as it is the customer's responsibility to claim any delivered goods.
If you have not received a product within 7 business days of your order, please contact us (support@jessakae.com) so we can try and assist in locating your package to the best of our abilities.
Can I ship to an APO/FPO address?
Yes, we do ship to an APO/FPO address.
However, standard shipping is the only option that can deliver to these locations and it can extend shipping time 4-8 weeks to arrive, possibly longer depending on the mail carrier.
Why isn't my tracking number working?
Please allow 24-48 hours for tracking numbers to be updated by the mail courier of your order.
General
What payment methods do you accept?
We accept the following payment methods:
- Credit Cards: Visa, Mastercard, American Express, Discover, JCB, and Diners Club
- Shop Pay
- Amazon Pay
- Apple Pay
- Google Pay
- PayPal
I received the wrong item or damaged item. What should I do?
Oh no! Please email us at support@jessakae.com with pictures of the damaged product or incorrect item.
You must email us within 3 days of the delivery date of your order! Damages not reported within 3 days of delivery may not be able to be replaced or amended.
Can a previous order be adjusted to a sales price?
No. We can not do price adjustments on past orders to sale prices.
We can not apply coupon codes to an order that has been placed and/or fulfilled.
We do not refund orders for a discount amount customers would have received if they included a discount code.
Can I cancel my order?
Orders can be canceled within 24 hours of placing the order. Please contact support@jessakae.com with your order number for assistance.
Where are your items made?
Our items are made in various locations, including China, India, and the USA.
The item I love is out of stock! What should I do?
If an item you love is out of stock, you can sign up for restock notifications on the product page to be notified when it is back in stock.
How should I choose the best size for me?
We recommend referring to our size chart on the product page. For additional sizing
assistance, please contact customer service at support@jessakae.com.
How do I wash my item?
Washing instructions are included on the care label inside each garment.
Generally, we recommend washing items in cold water on a gentle cycle and laying flat to dry.
What if I forget to enter a discount code at checkout?
If you forget to enter a discount code at checkout, please contact support@jessakae.com with your order number and the discount code you intended to use. We will apply the discount if the code is valid and the order meets the requirements.
I placed an order and did not get an email, what do I do?
If you did not receive an order confirmation email, please check your junk/spam/promotions folder. If you still cannot find it, contact support@jessakae.com with your order number.
My order didn't come with a packing invoice, what should I do?
If your order did not come with a packing invoice, please contact support@jessakae.com with your order number, and we will provide the necessary information.
Can I adjust the items in my order?
Orders cannot be adjusted once they have been placed. If you need to make changes, please cancel your order within 24 hours and place a new one.
International Customers
Do you ship to my country?
Yes! We are happy to provide shipping worldwide.
International Shipping Rates
Canada = $11.95 US & up
Everywhere else = $20.00 US & up
Before purchasing, check your country's import tax or duty charges. JessaKae cannot be held liable for any additional charges, taxes, or duties issued by your country's import office. These charges are the responsibility of the importer (you).
When will I be getting my JessaKae order?
Orders will be shipped from our warehouse within 5-7 business days.
Delivery time is roughly 5 - 10 business days for US orders and 2-6 weeks for international orders (can be longer depending on your country's customs and local delivery process).
Preorder Items: All orders containing a preorder item will ship once the preorder item is available. If you need items shipped separately, place separate orders
Do you offer free shipping?
Yes! We offer free shipping for US orders of $250 or more.
We currently do not offer free shipping for international customers.
Shipping cost for Canada = $11.95 & up
Shipping cost for everywhere else = $20.00 & up
International shipping costs do not include customs or duty fees that apply to your country. Customers are responsible for those fees upon receiving their order.
I'm an international customer, why do I have to pay additional fees at customs?
Before purchasing, check your country's import tax or duty charges. JessaKae cannot be held liable for any additional charges, taxes, or duties issued by your country's import office. These charges are the responsibility of the importer (you).
Can I ship to an APO/FPO address?
Yes, we do ship to an APO/FPO address.
Standard shipping is the only option that can deliver to these locations and it can extend shipping time 4-8 weeks to arrive, possibly longer depending on the mail carrier.
Utah Locals
Can I pick up my order?
Yes!
When checking out, select "Local Pickup" under Shipping & Delivery. This shipping option is only displayed if the address you entered in the "shipping address" section is within the state of Utah.
You will be alerted via email or text message when your order is ready for pickup!
Please pick orders up at our location in Bluffdale, UT
STORE HOURS:
Monday - Thursday | 10 - 6 PM
Friday | 10 - 8 PM
Saturday | 10 - 6 PM
Closed Sundays
📍14725 Porter Rockwell Blvd STE G, Bluffdale, UT 84065
All Local Pickup orders must be picked up within 14 days. If an order has failed to be picked up, your order will be canceled and store credit will be issued in it's place.
Do you have a storefront?
Yes! We have a Showroom at our warehouse location! No appointments are necessary and you can try on anything that is available online!
STORE HOURS:
Monday - Thursday | 10 - 6 PM
Friday | 10 - 8 PM
Saturday | 10 - 6 PM
Closed Sundays
📍14725 Porter Rockwell Blvd
STE G, Bluffdale, UT 840
Can I try on items?
No, there is no option to try on items before purchasing.
