How much is shipping?
We offer free ground shipping on all orders within the continental US. Please note we can not guarantee delivery times due to the effects of the global Covid-19 pandemic.
How long does it take to receive my order?
Once you place your order, we will ship your merchandise within approximately 3 business days. We will provide you with a tracking number via email. Due to the pandemic we can not guarantee how long it will take your package to arrive, however, depending on where you live we estimate you will receive your order in 2-7 business days from the shipping date. We ship from Boston, MA.
What if I want to buy something but my size isn't available?
--If you see something that is not available in your size we can make it for you! Contact us and tell us your approximate size and we'll make it for you at the original online price. You may return your order for full refund if you decide against it after you receive it in the mail within our return policy.
--Another option is to order an item in your exact measurements that you provide us with for a true custom fit. There is a 20% up-charge for all custom size orders that becomes your non-refundable deposit, however you can return your item for a partial refund (the amount minus the deposit). If you are interested in this service, please contact us directly via email or through our Contact page.
--Please note the following restrictions:
***We do not offer custom orders on limited edition designs or fabrics.
***We can not identically replicate any design from our Identity+ collection.
***We only re-produce your size in our own J\JAQ designs.
How do I get my customized J\JAQ piece from the Signature collection?
Please contact us with the item name you’d like for us to create for you -- then we’ll be in contact with you to further discuss details on your measurements, custom details, etc.
How do I customize the handwritten gift card included with my order?
Upon check out there is a comment box for gifting. Please provide your phone number, write out exactly what you'd like written to your loved one, and check the box "send as gift." We'll take care of the rest!
What happens if my garment doesn’t fit or if there is a problem?
Please contact us and we will strive to rectify any problem and/or help you process a return.
What is the return policy?
J/JAQ purchases are returnable (with the exception of face masks) as long as it adheres to our return policy. We ask that your merchandise is unworn and in original selling condition, all returns are mailed back within 7 days from when you receive your item/s in the mail, and that you contact us before you ship anything back to confirm your return. We will issue a refund after inspection of the merchandise you returned. Your refund will be credited to the original payment method within 5-10 business days minus return shipping costs. You will receive email confirmation of your return. ***Please note: If the item/s being returned are not in the original selling condition, the item/s will not be approved and will be sent back to the original address provided without refund.
An item I want to purchase says "out of stock" ...how can I get it?
If you see an item you like that is "out of stock," we encourage you to please subscribe to our email list to stay up to date on new creations and/or contact us via the contact page to indicate your interest in a specific item, and we'll make it just for you!
How do I care for my J\JAQ clothing piece or accessory?
When shopping, care instructions are included in the details section of each item page on our website. In addition, care cards are always shipped with each item. All of our pieces are carefully hand crafted and caring of your items require the same amount of delicacy. Our items are made with the best quality materials and most of our pieces require hand washing, dry cleaning, or professional leather cleaning only to give you the best outcome once cleaning is required. Our face masks are some of the only items you can safely and effective clean in both the washer and dryer. As for our clothing, some can be washed on delicate cycle but we highly suggest never to dry any of our pieces in the machine dryer -- therefore line drying is best. Leather accessories and/or details can be cared for with leather lotion for spot cleaning and conditioning as needed (do not use wax on our leather products and never wash any products including or made of leather). For best results, please follow the care card included with your purchase. You can always contact us with any questions or concerns -- we are always available to help!
