30 Day Money Back Return Policy
At Jacob Alexander, returns are accepted within 30 days from the date your order was delivered. (Return package needs to postmarked or return tracking needs to show movement within 30 days of the initial delivery.)
For mistakes or defective merchandise, we must be notified within 1 week of receipt of order.
Refunds will be issued for the purchase price of the merchandise. Shipping charges are not refundable. Jacob Alexander does not accept returns or exchanges for used items, or for items which have had the labels removed. All items must be returned in original new condition with tags. If returned items contain evidence of being worn, the item will be discarded and no refund or credit issued.
To submit a Return Request, please refer to the steps below:
1. Login to your account.
2. Click on the icon on the upper right part of your screen and select Orders.
3. Click on Return Items? below the status of the Order which you want to have the items returned.
4. Fill out the form and select the appropriate Return Reason and Return Action.
5. Click on Submit Request.
Your request will be evaluated if it falls within or short of our Returns & Exchange policy stated above. Our Customer Service personnel will get in touch with you within 24 hours after you have submitted your Return Request.
Please make sure to include the following information so we can locate the order and process your return efficiently:
1. Full Name
2. Order Number
Return shipping and reshipment fees are the responsibility of the customer, unless merchandise was defective or a mistake was made on our part. As stated above, for mistakes or defective merchandise, we must be notified within 1 week of receipt of order. We suggest customers use a reliable method of shipping with tracking to ensure delivery of the return. We are not responsible for lost packages.
Returns and refunds are usually processed within 3 business days of receipt of returned items. Refunds are issued to the original payment method. Original shipping charges are not refundable. Once your return is processed you will receive an email confirming your refund.
Especially large orders or custom orders may not be returnable or may be subject to restocking fees. Please inquire before returning.
Free Shipping & Returns: If you took advantage of our free shipping promotion and must return an item that will bring your total below our promotional pricing, standard shipping fees will be deducted from your refund.
Promotional Returns: If you took advantage of a promotion that caused your order total or products offered to be adjusted outside of our normal pricing, your return may have an effect on this qualification and your refund may be adjusted to accommodate.
Products that are offered for 'free', including gifts, have no cash value and may not be eligible for refunds.