online return policy
All sale items, jewelry, underwear and swimwear are final sale; no returns, exchanges or online credit will be given.
All returns must be postmarked within 14 days of the original shipping date. Return shipping is at customer's expense. Jack & Gray Kids will happily accept returns of unworn, unwashed and unused merchandise in its original, new condition. All tags must be attached and returns must include your proof of purchase. All returns must include the original packaging (ie. toy box) in its original condition, without postal labels. (Your return will be denied if the shoe/toy box has been used as the shipping box.) Any packages postmarked after 14 days will incur a 15% restocking fee. Packages received after 21 days will NOT be processed. We have the right to deny returns if the merchandise returned does not meet our return policy requirements.
Returns must be pre-authorized via email or phone prior to sending merchandise back, a RA number will be provided to include on your proof of purchase. Items must be returned in appropriate packaging (original if possible) using a trackable or insured shipping method as we are not responsible for any items lost in transit.
Once your return arrives at Jack & Gray Kids, you will receive an email confirmation of receipt. If your items pass our quality control inspection, you will be refunded for your purchase in the original form of payment, excluding the original shipping costs. All shipping charges are non-refundable. If you received free shipping on your order, the shipping fee will be deducted from your refund. Refunds will be processed within five (5) days after we receive the returned merchandise; you will be notified via the email address listed in your account once this transaction has taken place.
We are more than happy to help with an exchange if you are not happy with an item(s) or need assistance with fit or color selection. Email us for an Order Exchange.
Please do not hesitate to contact us with any questions or concerns about our return & exchange policy. We are here to help!
Email: [email protected]