Frequently Asked Questions
Let us help you today, here is a list of our most popular questions asked. If its not listed here, please feel free to contact us on live chat, or email us at firstname.lastname@example.org
+ Help With My Order
When adding items to your bag, you must select both the size and coluor/length. When all fields are selected you can only then click add to bag
+ I Can't Update my Basket
In the bag/cart section, you can remove items by pressing the x beside your item, or making the quantity 0 and select update. If this does not work for you, a customer service rep, would be more than happy to answer your phone call and do the order for you.
+ Errors at Checkout
In our checkout screen all applicable fields must be filled before being able to go to the next step. Country, Name, Street, Street Number, Postal/zip, town, and select if the billing is the same as shipping. If this does not work for you, a customer service rep, would be more than happy to answer your phone call and do the order for you.
+ I Want A Size But I Don't See it Available
If a size is not shown as an option unfortunately at this time it is sold out. We do get restocked on certain products and once we receive new stock, it will be available right away on our site.
+ Where We Ship
We are located in Ontario, Canada, and we ship only within Canada.
+ Shipping Fees
$1.99 shipping charge for Canadian orders over $60.
$8.99 shipping charge for Canadian orders under $60.
For returns and exchanges customers are responsible for shipping back items. Customers shipping within Canada can request a return label for $8.99.
+ International Orders
Currently we are only set up to ship within Canada, but hope to have this updated shortly.
+ Tracking Orders
Visit jeanmachine.com/my/order_search and enter your 15 digit order number.
For Example: 16-12345678-ABCDE
+ Online Return Policy
- We want you to be completely satisfied with your purchase. We will gladly accept regular-priced merchandise for return as long as it meets the following criteria:
- Merchandise is in original condition and has not been worn, altered or washed. Note all jewelry, cosmetics, bodysuits, intimates, and swimwear are final sale
- Merchandise has all original tags attached
- You have 14 days from when you receive your package to request a return
Promo Codes: Merchandise purchased with a promo code such as BOGO event can be returned for a refund. Merchandise on sale price/clearance is exchange only no exceptions.
PLEASE NOTE: SALE ITEMS CAN BE EXCHANGED FOR SIZES ONLY. NO REFUNDS ON SALE MERCHANDISE. NO EXCEPTIONS. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Shipping fees are not refundable.
International: All returned items should be declared as a "return of Canadian merchandise" on the customs declaration. Returned items that do not include this mention on their custom declaration will be refused and returned to the sender. Shipping and customs fees are not refundable. Online orders can be exchanged in any of our store locations. You must present your invoice with the merchandise for an exchange.
ABSOLUTELY NO REFUNDS AT ANY STORE. PLEASE NOTE: SALE ITEMS CAN BE EXCHANGED FOR SIZES ONLY. NO REFUNDS ON SALE MERCHANDISE. NO EXCEPTIONS.
+ In-Store Return Policy
When purchased online: We will gladly exchange or issue a store credit note within140 days of original purchase for unworn merchandise in original condition, tags on, with proof of purchase. No cash, debit or credit card refunds. Note all jewellery, cosmetics, bodysuits, intimates, and swimwear are final sale.
*NEW* In-store Returns (effective April 16, 2018)
When purchaed in-store: Only purchases made instore can be returned at any Jean Machine store. Present the unworn item(s) with the tags attached, along with your original receipt received at the time of purchase, within 14 days of the in store purchase.
All unworn sale price merchandise with tags attached may be exchanged or returned to a gift card within 14 days.
- Office Hours are Mon-Fri 9am-4pm
- Call us at 1-888-855-8116
- In Store Feedback/assistance email@example.com
- On-line Support firstname.lastname@example.org