FAQ

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 shop@jeanmachine.com

+ Help With My Order

When adding items to your bag, you must select both the size and color/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

We will gladly exchange or issue a store credit note within 90 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.


Contact us

Customer Service

- Office Hours are Mon-Fri 9am-4pm

- Call us at 1-888-855-8116

- In Store Feedback/assistance feedback@jeanmachine.com

- On-line Support shop@jeanmachine.com