Frequently Asked Questions

We get it, sometimes things just don't fit. If your item isn't Final Sale, you can start an exchange (US & CAN) or a return for store credit through our Return Portal:

• US customers: 20 days from your order date, first exchange free
• International customers: 35 days from your order date

Not sure which size to order next time? Use a flexible measuring tape:

• Bust: around the largest part of your chest
• Waist: around the smallest part of your waist, above the belly button
• Hip: around the widest part of your hips
• Length: top of the shoulder down to wherever you want the garment to hit (thigh, knee, or ankle)

We also add fit notes like "true to size," "runs small," or "oversized" on product pages whenever we have customer feedback to share.

One important note: Final Sale items (prices ending in.99, or marked "Final Sale") can't be returned or exchanged, so it's worth double-checking sizing before you order those. Didn't work out anyway? You can resell Final Sale pieces on JessaKae Preloved (US) or our JSK Buy/Sell/Trade page (international).

Still have sizing questions? Email support@jessakae.com before you order, we're glad to help you pick the right fit. 💜

Yes! JessaKae accepts returns and exchanges on all eligible items — anything not marked Final Sale (prices ending in.99, or items labeled "Final Sale").

Here's how it works:

• Return window: 20 days from your order date for US customers, 35 days for international customers
• Refund type: Store credit only, issued as a non-expiring JessaKae eGift Card. We do not refund to your original payment method
• Exchanges: Your first exchange is free (US); additional exchanges carry a shipping fee
• Condition: Items must be unworn, unwashed, undamaged, and have all original tags attached

To get started, submit your request through our Return Portal. We'll email you a prepaid return label and instructions. Once your return is delivered and inspected, your eGift Card typically arrives within 3–5 business days (a $11.95 prepaid label fee is deducted from US returns).

For full details by region — including Canada and international customer policies — see our complete Return & Exchange Policy.

Questions? Email us anytime at support@jessakae.com, we're happy to help! 💜

Final Sale items are specially discounted pieces marked with a price ending in.99, or otherwise labeled "Final Sale." These items:

• Cannot be returned for store credit
• Cannot be exchanged for a different size, color, or style
• Are not eligible for promotion, sale, or rewards codes

Because Final Sale pricing reflects a deep discount, we're not able to make exceptions once an order is placed, so it's worth confirming sizing and fit before you check out. (Our sizing guide can help.)

If a Final Sale piece still doesn't work out, you can list it on JessaKae Preloved (US customers) or our JSK Buy/Sell/Trade page (international customers) to resell it.

Have questions before ordering a Final Sale item? Email support@jessakae.com, we're always happy to help you decide. 💜

No, JessaKae does not issue refunds to your original payment method. All eligible returns are processed as store credit, delivered as a non-expiring JessaKae eGift Card.

Here's what to expect:

• Your eGift Card value is based on your original order cost (shipping, discounts, and redeemed rewards aren't refundable)
• A $11.95 prepaid return label fee is deducted from US return credit
• Your eGift Card typically arrives by email within 3–5 business days after we receive and inspect your return
• Store credit never expires, so there's no rush to use it

This store-credit-only policy lets us keep offering free first exchanges (US) and fast processing while still giving you the flexibility to shop for something you'll love. Full details are in our Return & Exchange Policy.

Questions about a specific order? Reach out to support@jessakae.com and we'll take a look. 💜

Canadian orders follow a few different rules than US orders, so here's exactly what to expect if you need to return or exchange a JessaKae item.

Return eligibility:

• 35 days from your order date
• Item must be unworn, unwashed, undamaged, and have all original tags attached

Refund method:

• Store credit only, issued as a non-expiring JessaKae eGift Card — we don't refund to your original payment method
• Processing takes 3–5 business days once your return is delivered and inspected

Shipping & customs:

• Canadian customers cover their own return shipping cost, plus any customs or duties fees, both calculated for you in the Return Portal when you start your return
• Shipping costs, customs/duties fees, and any redeemed rewards are not refundable

Exchanges:

• Exchange shipping fees and any customs/duties costs apply to all exchanges and are calculated in the Return Portal
• Once approved, exchanges ship the next business day, and a temporary $1 card hold secures your instant exchange
• Send your original item back within 14 days of submitting the exchange to avoid being charged for the exchange item
• If your requested item is out of stock, you'll receive store credit instead

A note on customs: duties and customs fees are due before delivery and are the customer's responsibility. If an order is rejected at customs, it can't be returned to us and isn't eligible for reimbursement or replacement, no exceptions. We recommend confirming expected customs charges with Canadian customs before you order.

Questions about a Canadian return or exchange? Email support@jessakae.com and we'll walk you through it. 💜

If you're ordering from the European Union, you have a legal right of withdrawal under the EU Consumer Rights Directive (2011/83/EU), separate from, and in addition to, our standard return policy. This right has applied to JessaKae orders since June 2026.

Here's how it works:

• You can withdraw from your purchase within 14 days of delivery, for any reason, no explanation required
• Start your withdrawal through our Return Portal
• Return shipping is deducted from your refund via a prepaid label
• Your refund is issued within 14 days of us receiving your return

A few exceptions apply. Per Article 16 of the Directive, the right of withdrawal doesn't extend to:

• Digital items
• Perishable goods
• Hygiene-sealed items that have been opened
• Personalized or made-to-order items

How this differs from our standard policy: our regular international return policy allows 35 days from your order date and issues store credit rather than a refund. The EU Right of Withdrawal is a separate, shorter (14-day, from delivery) window that gives EU customers the option of a refund instead of store credit, as required by EU law. You're welcome to use whichever option fits your situation, just note that the standard 35-day policy and the 14-day EU withdrawal right run on different clocks (order date vs. delivery date) and lead to different outcomes (store credit vs. refund).

Questions about your rights as an EU customer, or which option makes sense for your order? Email support@jessakae.com, we're happy to help. 💜

Yes! JessaKae ships worldwide, so no matter where you are, you can shop the full collection.

International shipping rates:

• Canada: $33 (UPS), estimated 5–17 business days after shipping
• All other countries: $43, estimated 2–6 weeks after shipping

A few things to know before you order:

• Customs and duty fees are not included in your shipping cost and are due before delivery. They're the customer's responsibility and vary by country and order value
• We recommend checking your country's customs office for expected rates before checkout
• Orders rejected at customs unfortunately will not be returned to us and aren't eligible for reimbursement or replacement, so accurate address and customs information matter
• International orders can be returned for store credit within 35 days of the order date, but international orders aren't eligible for exchanges

Questions about shipping to your specific country? Email support@jessakae.com and we'll help you plan your order. 💜

Here's the full timeline for your order:

Processing time (before it ships):

• Standard orders: 3–5 business days
• Priority orders: 1–2 business days
• Processing doesn't include weekends or holidays, and may run longer during sales, launches, or holiday seasons

Delivery time (after it ships):

• US Standard: 5–10 business days
• US Priority: 2–5 business days
• Canada: 5–17 business days
• International: 2–6 weeks

As soon as your order is picked up and scanned by the carrier, you'll get a tracking number by email (check spam/junk if it doesn't appear). Tracking updates can take 1–4 business days to show movement.

Heads up: these are estimates based on average past performance, not guarantees, and delivery carriers may experience delays outside our control. International orders may also see additional time at customs.

If your order is taking longer than expected, email support@jessakae.com with your order number and we'll help track it down. 💜

Every JessaKae order ships from our fulfillment center in Bluffdale, Utah, where our team carefully packages each item before it heads out.

• Standard orders process within 3–5 business days before shipping
• Once your order ships, you'll receive a tracking number by email so you can follow it to your door

Live in Utah? You can skip shipping entirely with free in-store pickup:

• Pickup location: 14725 Porter Rockwell Blvd, STE G, Bluffdale, UT 84065
• You'll get a confirmation email once your order is ready (usually 3–5 days)
• Pickup hours: Tuesday–Saturday, 10:00 AM–6:00 PM MST, excluding holidays
• Orders not picked up within 14 days of the ready notification are automatically canceled

Questions about your order or pickup? Email support@jessakae.com, we're happy to help! 💜

Yes! Free standard shipping is automatically applied to:

• US orders over $200
• Utah orders over $200 (Utah customers also get a discounted $8 standard rate on smaller orders, or free in-store pickup at our Bluffdale warehouse)

For orders under $200, standard US shipping is $11.95 ($8 for Utah). Need it faster? US Priority shipping is $21.95 (2–5 business days after shipping); Utah Priority is $15.

International customers: we don't currently offer free shipping outside the US, but we keep rates as low as possible:

• Canada: $33 (5–17 business days after shipping)
• All other countries: $43 (2–6 weeks)

Please note international and Canada rates don't include customs or duty fees, which are the responsibility of the recipient and are due before delivery.

Questions about your order's shipping cost? Email support@jessakae.com, we're happy to help! 💜

Customs, duty, and import tax charges are set by your country's government, not by JessaKae, and are separate from your shipping cost. These fees are the responsibility of the recipient (you) and vary based on your country's regulations and the value of your order.

A few important details:

• Customs and duties are due before delivery, we can't waive, prepay, or adjust the declared value of your shipment
• We recommend checking with your country's customs office for expected rates before you order
• Orders rejected at customs cannot be returned to us and are not eligible for reimbursement or replacement, no exceptions

This applies to both Canada orders ($33 shipping) and all other international orders ($43 shipping). If you have questions about a specific charge, your local customs office will have the most accurate answer, but we're happy to help however we can, email support@jessakae.com. 💜

Here's a full breakdown of JessaKae shipping rates and estimated delivery times:

Shipping Type

Price

Estimated Delivery Time*

US Standard (orders under $200)

$11.95

5–10 business days after shipping

US Standard (orders over $200)

Free

5–10 business days after shipping

US Priority

$21.95

2–5 business days after shipping

Utah Standard (orders under $200)

$8

5–10 business days after shipping

Utah Standard (orders over $200)

Free

5–10 business days after shipping

Utah Priority

$15

2–5 business days after shipping

Canada Standard (UPS)

$33

5–17 business days after shipping

Free In-Store Pickup (Utah)

Free

Available after pickup notification email

International

$43

2–6 weeks

Processing times (before your order ships):

• Standard orders: 3–5 business days
• Priority orders: 1–2 business days
• Processing doesn't include weekends/holidays, and may run longer during sales and peak seasons

*Delivery estimates are based on average past performance, not guarantees, and don't include processing time. Carrier delays are outside our control.

You'll get a tracking number by email as soon as your order is scanned by the carrier. Questions about your shipment? Email support@jessakae.com. 💜

We know this is stressful, and we want to help you get to the bottom of it. Here's what to know:

• Once your order leaves our warehouse, JessaKae is not responsible for packages that are lost, stolen, or misdelivered in transit. We have the same tracking visibility you do and can't intervene directly with the carrier
• If you added Shipping Protection at checkout, you're covered for loss, theft, or damage that happens in transit, file a claim with us and we'll take it from there
• If a package is lost or stolen after being marked "Delivered," Shipping Protection does not cover this. You'll need to file a claim directly with the carrier, and a police report is required for theft claims
• If your package hasn't scanned as "Delivered" within a reasonable window after shipping, contact support@jessakae.com with your order number and we'll help investigate

Before you order: double-check your shipping address in your confirmation email. If it needs correcting, contact us right away, corrections aren't guaranteed once an order is placed.

We recommend adding Shipping Protection at checkout on every order for extra peace of mind. Questions? Email support@jessakae.com. 💜

Yes, JessaKae ships to APO/FPO addresses.

A couple of things to plan around:

• Standard shipping is the only option available for these addresses
• Delivery can take 4–8 weeks or longer, depending on military mail processing and your specific carrier

Because timelines can vary widely, we recommend ordering well ahead of any date you need your items by. Questions about shipping to an APO/FPO address? Email support@jessakae.com and we'll help however we can. 💜

This is completely normal! Once your order ships, it can take 24–48 hours for your tracking number to reflect movement in the carrier's system, as your package gets scanned at different points along its route.

What to do:

• If you just received your tracking number, give it 24–48 hours before checking again
• If it's been more than 48 hours with no update, email support@jessakae.com with your order number and we'll help track it down

Once your order ships, we have the same tracking visibility you do, but we're glad to help investigate any delays. Thanks for your patience! 💜

Preordered a style that isn't in stock yet? Here's how shipping and returns work for preorder items.

Shipping:

• Preorder items ship separately once they arrive at our warehouse, estimated ship dates are noted on the product page, but they're estimates and subject to change
• If your order includes both in-stock and preorder items, the in-stock items ship right away, and the preorder piece follows separately via Standard shipping once it's available
• We'll send a new tracking number by email when your preorder ships

Returns:

• Your return window for a preorder item is counted from its ship date, not your original order date
• US preorders: 20 days from the ship date
• International preorders: 35 days from the ship date
• Standard return conditions still apply, items must be unworn, unwashed, undamaged, and have original tags attached, and Final Sale preorder items follow the same no-return rule as any other Final Sale piece

Because preorder ship dates can shift, we recommend checking the item's product page for the latest estimated ship date rather than assuming the original estimate is final. Questions about a specific preorder? Email support@jessakae.com with your order number and we'll check the status for you. 💜

JessaKae accepts the following payment methods at checkout:

• Credit cards: Visa, Mastercard, American Express, Discover, JCB, and Diners Club
• Shop Pay
• Amazon Pay
• Apple Pay
• Google Pay
• PayPal

Choose whichever option is fastest and easiest for you at checkout. Questions about a payment issue or declined charge? Email support@jessakae.com and we'll help sort it out. 💜

Once an order is placed, JessaKae is unable to cancel, change, or adjust it. This includes the product, size, quantity, shipping address, shipping method, payment method, or price.

We process orders quickly to get them shipped as fast as possible, which means there's a very small window between checkout and fulfillment, too small for us to safely make edits without risking shipping delays or errors.

Before you check out, we recommend reviewing:

• Item, size, and color selections
• Shipping address
• Payment method
• Any discount codes

If something isn't right after your order ships, our Return & Exchange Policy can help, most items are eligible for a free exchange or return for store credit within 20 days (US) or 35 days (international).

Questions before placing an order? Email support@jessakae.com, we're happy to help before you check out. 💜

No need to worry, this is intentional! JessaKae uses as little paper as possible to keep our packaging environmentally friendly, so we don't include a printed packing invoice inside your order.

All the details you need, items ordered, pricing, and shipping information, are in the Order Confirmation email you received when you placed your order.

Can't find that email? Check your spam/junk folder first, then email support@jessakae.com and we'll resend your order details. 🤗

This is almost always caused by one of two things:

• A misspelled email address entered at checkout
• The confirmation landing in your spam, junk, or promotions folder

First, check spam/junk/promotions. If it's still not there, email us at support@jessakae.com with your name and order details (or the email/phone number used at checkout), and we'll look into it and confirm your order right away. 💜

We understand, it happens! Unfortunately, due to system limitations, discount codes can't be applied to an order after it's been placed.

Because orders process quickly and can't be modified once submitted, we recommend double-checking that your code is entered and applied at checkout before completing your purchase.

If you have a question about a code before you order, email support@jessakae.com and we'll help make sure it's working correctly. 💜

Always start with the care tag on your item, it has the most accurate instructions for that specific piece.

General care guidelines:

• When in doubt, hand wash in cold water and hang to dry
• Most dresses can also be dry cleaned
• Exception: styles with beads or sequins sewn into the design should not be dry cleaned

Every JessaKae style has its own size chart and detailed measurements listed on the product page, that's the best place to start.

To find your measurements, use a flexible measuring tape:

• Bust: around the fullest part of your chest
• Waist: around the smallest part of your waist, just above your belly button
• Hips: around the widest part of your hips
• Length: from the top of your shoulders to wherever you want the piece to hit (thigh, knee, or ankle)

On select styles, we also add fit notes based on customer feedback like "true to size," "runs small," or "runs big" — right on the product page.

Before you order: keep in mind that Final Sale items (prices ending in.99 or marked "Final Sale") can't be returned or exchanged, so double-checking your measurements matters most for those pieces. For everything else, sizing not working out? You can start a free exchange or return within 20 days (US) / 35 days (international) through our Return Portal.

Questions about sizing, fabric, or fit on a specific item? Email support@jessakae.com before you order, we're happy to help. 💜

We've all been there, falling for a piece only to find it's sold out. The good news: it's often not gone for good.

Here's how to get notified the moment it's back:

• Go to the product page for the sold-out item
• Look for the "Out of Stock" notice
• Enter your email and click "Notify Me"

You'll get an email as soon as it's restocked and ready to order. Since restocks can move quickly on popular styles, we recommend signing up right away rather than waiting.

Can't find the notify option, or have a question about a specific style? Email support@jessakae.com and we'll help however we can. 💜

JessaKae partners with manufacturers in India and China who share our commitment to ethical production and fair trade practices.

Our manufacturing partners are certified by:

• SEDEX (Supplier Ethical Data Exchange)
• GOTS (Global Organic Textile Standard)
• ISO (International Organization for Standardization)

These certifications reflect our ongoing commitment to safe working conditions and responsible craftsmanship. When you shop JessaKae, you're supporting a supply chain built on care and integrity, not just a piece for your closet.

Questions about a specific product's materials or origin? Email support@jessakae.com. 💜

Unfortunately, no, once your order is placed, JessaKae is unable to apply sale pricing, coupon codes, or retroactive discounts, even if a sale starts shortly after. Because we process orders quickly to get them shipped, we also can't reimburse the discount amount a code would have provided.

This is part of our broader order policy: once placed, orders can't be changed, price-adjusted, canceled, or modified, so it's worth reviewing your cart carefully and checking for any active promotions before you check out.

To make sure you never miss a sale, we recommend signing up for our email list or following @jessakae on social media for first access to upcoming promotions.

Have a question about a current order? Email support@jessakae.com, we're happy to help. 💜

We're sorry that happened, let's fix it quickly.

Email support@jessakae.com within 3 days of your delivery date with:

• Your order number
• Photos of the damaged product or incorrect item you received

This 3-day window matters: damages or incorrect items reported after that window may not be eligible for replacement or reimbursement, so please reach out as soon as you notice an issue.

To qualify, your item should still be in its original delivered condition, unworn, unwashed, and with tags attached, since we're not able to process claims involving wear, alteration, or use.

The sooner you reach out, the faster we can make it right. We're here to help! 💜

We get it, sometimes things just don't fit. If your item isn't Final Sale, you can start an exchange (US & CAN) or a return for store credit through our Return Portal:

• US customers: 20 days from your order date, first exchange free
• International customers: 35 days from your order date

Not sure which size to order next time? Use a flexible measuring tape:

• Bust: around the largest part of your chest
• Waist: around the smallest part of your waist, above the belly button
• Hip: around the widest part of your hips
• Length: top of the shoulder down to wherever you want the garment to hit (thigh, knee, or ankle)

We also add fit notes like "true to size," "runs small," or "oversized" on product pages whenever we have customer feedback to share.

One important note: Final Sale items (prices ending in.99, or marked "Final Sale") can't be returned or exchanged, so it's worth double-checking sizing before you order those. Didn't work out anyway? You can resell Final Sale pieces on JessaKae Preloved (US) or our JSK Buy/Sell/Trade page (international).

Still have sizing questions? Email support@jessakae.com before you order, we're glad to help you pick the right fit. 💜

Final Sale items are specially discounted pieces marked with a price ending in.99, or otherwise labeled "Final Sale." These items:

• Cannot be returned for store credit
• Cannot be exchanged for a different size, color, or style
• Are not eligible for promotion, sale, or rewards codes

Because Final Sale pricing reflects a deep discount, we're not able to make exceptions once an order is placed, so it's worth confirming sizing and fit before you check out. (Our sizing guide can help.)

If a Final Sale piece still doesn't work out, you can list it on JessaKae Preloved (US customers) or our JSK Buy/Sell/Trade page (international customers) to resell it.

Have questions before ordering a Final Sale item? Email support@jessakae.com, we're always happy to help you decide. 💜

Yes! JessaKae ships worldwide, so no matter where you are, you can shop the full collection.

International shipping rates:

• Canada: $33 (UPS), estimated 5–17 business days after shipping
• All other countries: $43, estimated 2–6 weeks after shipping

A few things to know before you order:

• Customs and duty fees are not included in your shipping cost and are due before delivery. They're the customer's responsibility and vary by country and order value
• We recommend checking your country's customs office for expected rates before checkout
• Orders rejected at customs unfortunately will not be returned to us and aren't eligible for reimbursement or replacement, so accurate address and customs information matter
• International orders can be returned for store credit within 35 days of the order date, but international orders aren't eligible for exchanges

Questions about shipping to your specific country? Email support@jessakae.com and we'll help you plan your order. 💜

Here's the full timeline for your order:

Processing time (before it ships):

• Standard orders: 3–5 business days
• Priority orders: 1–2 business days
• Processing doesn't include weekends or holidays, and may run longer during sales, launches, or holiday seasons

Delivery time (after it ships):

• US Standard: 5–10 business days
• US Priority: 2–5 business days
• Canada: 5–17 business days
• International: 2–6 weeks

As soon as your order is picked up and scanned by the carrier, you'll get a tracking number by email (check spam/junk if it doesn't appear). Tracking updates can take 1–4 business days to show movement.

Heads up: these are estimates based on average past performance, not guarantees, and delivery carriers may experience delays outside our control. International orders may also see additional time at customs.

If your order is taking longer than expected, email support@jessakae.com with your order number and we'll help track it down. 💜

Yes! Free standard shipping is automatically applied to:

• US orders over $200
• Utah orders over $200 (Utah customers also get a discounted $8 standard rate on smaller orders, or free in-store pickup at our Bluffdale warehouse)

For orders under $200, standard US shipping is $11.95 ($8 for Utah). Need it faster? US Priority shipping is $21.95 (2–5 business days after shipping); Utah Priority is $15.

International customers: we don't currently offer free shipping outside the US, but we keep rates as low as possible:

• Canada: $33 (5–17 business days after shipping)
• All other countries: $43 (2–6 weeks)

Please note international and Canada rates don't include customs or duty fees, which are the responsibility of the recipient and are due before delivery.

Questions about your order's shipping cost? Email support@jessakae.com, we're happy to help! 💜

Customs, duty, and import tax charges are set by your country's government, not by JessaKae, and are separate from your shipping cost. These fees are the responsibility of the recipient (you) and vary based on your country's regulations and the value of your order.

A few important details:

• Customs and duties are due before delivery, we can't waive, prepay, or adjust the declared value of your shipment
• We recommend checking with your country's customs office for expected rates before you order
• Orders rejected at customs cannot be returned to us and are not eligible for reimbursement or replacement, no exceptions

This applies to both Canada orders ($33 shipping) and all other international orders ($43 shipping). If you have questions about a specific charge, your local customs office will have the most accurate answer, but we're happy to help however we can, email support@jessakae.com. 💜

Yes, JessaKae ships to APO/FPO addresses.

A couple of things to plan around:

• Standard shipping is the only option available for these addresses
• Delivery can take 4–8 weeks or longer, depending on military mail processing and your specific carrier

Because timelines can vary widely, we recommend ordering well ahead of any date you need your items by. Questions about shipping to an APO/FPO address? Email support@jessakae.com and we'll help however we can. 💜

Yes! JessaKae has a Showroom at our warehouse in Bluffdale, Utah, where you can shop and try on anything available online, no appointment necessary.

Showroom hours: Tuesday–Saturday, 10:00 AM–6:00 PM MST Closed Sundays and Mondays

Location: 14725 Porter Rockwell Blvd, STE G Bluffdale, UT 84065

Utah locals can also skip shipping entirely with free in-store order pickup, see our Local Pickup FAQ for details. Questions before you visit? Email support@jessakae.com. 💜

Yes! If you're shipping to a Utah address, you can choose free Local Pickup at checkout instead of paying for shipping.

How it works:

• At checkout, select "Local Pickup" under Shipping & Delivery, this option only appears if your shipping address is within Utah
• We'll email or text you once your order is ready (usually 3–5 business days)
• Pick up your order at our Bluffdale location during store hours

Pickup location: 14725 Porter Rockwell Blvd, STE G Bluffdale, UT 84065

Pickup hours: Tuesday–Saturday, 10:00 AM–6:00 PM MST Closed Sundays and Mondays

Important: orders must be picked up within 14 days of your ready notification. Orders not picked up in that window are automatically canceled, and store credit is issued in their place.

Questions about your pickup order? Email support@jessakae.com, we're happy to help. 💜