FAQ

TOP QUESTIONS ASKED

WHAT ARE YOUR SHIPPING FEES?

Ground2nd DayNext Day
Delivery in 5-7 Business Days Delivery in 2-3 Business Days Delivery by Next Business Days
$5 Flat Rate $18.95 $28.95

WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?

If your order was placed Monday thru Thursday, it will be shipped the same day or the day after. If your order was placed on Friday prior to 12:00PM PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped.

WHAT’S THE STATUS OF MY ORDER? HOW DO I TRACK MY ORDER?

Once you have placed an order, you can check the status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

ORDERING QUESTIONS

WHY SHOULD I BECOME A REGISTERED USER?

We encourage you to set up an account and customize your preferences. Improve your shopping experience by taking advantage of these great benefits:

Faster checkout:

  • securely save your addresses and billing information for super-fast checkout.

Order History:

  • receive important information regarding your purchase and track your order up to the moment it arrives. You may also view or print the details of all your past orders. If you use our pre-printed return labels, you can also view return tracking information.

Save Items for Later:

  • On JNY.com you can save items to your wish list to keep track of the Jones NY items you just can’t wait to have.

News and Exclusive Offers:

  • sign up to receive email updates on new product announcements, gift ideas, special promotions, sales, and more.

Opening an account at JNY.com is easy. Simply click on My Account at the top of our page or create an account during the checkout process. When creating an account, we ask you for just a few pieces of information:

  • Your email address, which will serve as your JNY.com user name;
  • Your password, which ensures that only you can have access to your account information. The password can be 6 to 20 characters long. And if you ever forget your password, you can reset it by clicking on the Forgot Your Password?" link on My Account page.

Once you have set up your account, it is easy to change your account details or to add additional preferences (addresses, payment methods, etc.) at any time. Simply click My Account to sign in. After you signed in, you can add or edit your personal information on the first tab, Account Details. If you are already signed in, just click “My Account” at the top of our page. Click here to register now.

WHY DID YOU CALL OR E-MAIL ME TO VERIFY MY ORDER?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

HOW DO I CHANGE OR CANCEL AN ORDER?

If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, Mastercard, American Express, Discover and PayPal.

ARE PURCHASES ON THIS WEBSITE REALLY TAX FREE?

We are required by law to charge and collect taxes on products that we sell. Such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total.

Items paid for with gift cards or e-gift cards will be charged applicable sales tax.

IS ORDERING OVER THE INTERNET SECURE?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

SIZE CHART

MISSY SIZE CHART:

US SIZECHEST (IN.)WAIST (IN.)HIP (IN.)
XS 2 33.5 26.5 36
S 4 34.5 27.5 37
S 6 35.5 28.5 38
M 8 36.5 29.5 39
M 10 37.5 30.5 40
L 12 39 32 41.5
L 14 40.5 34 43
XL 16 42 36 44.5

PLUS SIZE CHART:

US SIZECHEST (IN.)WAIST (IN.)HIP (IN.)
1X 14W 47 37 47
1X 16W 48.5 38.5 48.5
2X 18W 50.5 40.5 50.5
2X 20W 52.5 42.5 52.5
3X 22W 54.5 44.5 54.5
3X 24W 56.5 46.5 56.5

SHIPPING QUESTIONS

WHAT ARE YOUR SHIPPING FEES?

Ground2nd DayNext Day
Delivery in 5-7 Business Days Delivery in 2-3 Business Days Delivery by Next Business Days
$5 Flat Rate $18.95 $28.95

WHAT’S THE STATUS OF MY ORDER? HOW DO I TRACK MY ORDER?

Once you have placed an order, you can check the status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?

If your order was placed Monday thru Thursday, it will be shipped the same day or the day after. If your order was placed on Friday prior to 12:00PM PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

WHAT’S THE DIFFERENCE BETWEEN “ORDER DATE” AND “SHIP DATE”?

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases, this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

DO YOU SHIP TO PO BOXES OR APO/FPO ADDRESSES?

Yes, we are pleased to offer shipping to APO/FPO addresses.

IF I SEND MY PACKAGE AS A GIFT, WILL THE RECIPENT RECEIVE THE INVOICE?

Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed.

RETURNS & EXCHANGES QUESTIONS

WHAT IS YOUR RETURN/EXCHANGE POLICY?

We want you to be completely satisfied with our product. Defective or unwashed, unworn and unused merchandise may be returned within 30 days after purchase for either exchange or refund. Returned or exchanged items must be unwashed, unused and in their original condition with receipt and tags attached. Shipping charges for 2nd Day and/or Next Day are only refunded in the event we inadvertently sent the wrong item(s) or the item(s) sent are found to be defective.

We will gladly exchange like items and ship to you at no additional charge (applicable in the US only). For Hawaii, Alaska, and International returns & exchanges please contact Customer Service Department at 1.888.880.8730.

For your convenience, a prepaid shipping label is included in all domestic (i.e. 48 contiguous United States) orders.

Unfortunately, we cannot accept merchandise returns for items purchased from other retailers or websites. Only those purchased from JNY.com will be accepted.

For help with damaged merchandise that was purchased more than 30 days ago please email customerservice@shop.jny.com. Include picture of the damages, product SKU, style name, and your OrderID.

PLEASE NOTE:

  • No returns or exchanges can be accepted on Swimwear or Intimates. All footwear must be returned with original packaging in original condition. Only merchandise purchased on JNY.com is eligible for mail-in returns. Final sale merchandise is not eligible for return or exchange.
  • Exchanges will be returned and credited on your original order and a new order will be created with a new charge for the replacement item.

No returns or exchanges can be accepted on Swimwear or Intimates. All footwear must be returned with original packaging in original condition. Only merchandise purchased on JNY.com is eligible for mail-in returns. Final sale merchandise is not eligible for return or exchange.

HOW DO I RETURN/EXCHANGE IN A STORE?

Merchandise purchased via this website with a credit card or gift card can only be returned or exchanged at the Jones New York online store.

RETURNING AN ONLINE PURCHASE

For your convenience, a pre-paid pre-addressed return label is included with your order to help make the return process hassle-free.

Return Packages to:

Jones New York Returns
3040 East Ana Street
Rancho Dominguez, CA 90221

HOW SHOULD I SHIP A RETURN OR EXCHANGE?

Pack and seal your box securely in the original package, if possible. To ensure your return/exchange is properly processed, please include the fully completed return form with your return package. You can download the return form (link) if you don't have one.

RETURN OR EXCHANGE INSTRUCTIONS USING A PREPAID RETURN LABEL:

  • This service is only available for the 48 contiguous United States.
  • Please fill out reason for the return or exchange and place this entire form in the box.
  • Take your package to any authorized UPS location.

RETURN OR EXCHANGE INSTRUCTIONS WITHOUT USING A PREPAID RETURN LABEL:

  • You can also send the merchandise back to us using any other traceable shipping method, at your expense.
  • Complete the return/exchange form on the back of the invoice and place this entire form in the box. Download a return form(link) if you don't have one.
  • Pack and seal your box securely, in the original package if possible.

Please return your package to:

Jones New York Returns
3040 East Ana Street
Rancho Dominguez, CA 90221

  • Packages must be returned prepaid. We do not accept COD.
  • We recommend you insure the package with the shipping carrier of your choice.

WHEN WILL MY CREDIT CARD BE REFUNDED?

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card’s next monthly billing cycle. You will be notified via email to the email address listed on your order when the transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

CONTACT US

Customer service email customerservice@shop.jny.com and phone 1.888.880.8730.

Our hours of operation are Monday through Friday 6AM to 7PM and Saturday and Sunday 6AM to 6PM.

RETURN/EXCHANGE A GIFT

If you are returning a gift you received purchased from this website, you will be refunded to the in the form of a credit in the amount that was paid by the purchaser. Please contact Customer Service Department at 1.888.880.8730. We apologize for any inconvenience this may cause.

MISCELLANEOUS QUESTIONS

WHERE CAN I FIND A STORE NEAR ME THAT CARRIES YOUR PRODUCTS?

Searching for a store near you that sells our products is easy, just go to our store locator page.

CAN YOU TELL ME WHEN NEW PRODUCTS OR SPECIAL PROMOTIONS ARE ANNOUNCED?

Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Sign up to get started!

WHAT IS THE ADDRESS BOOK AND HOW DO I USE IT?

Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for their address. We'll hold on to it for you! Update your address book anytime directly on your account.

ARE THE PRODUCTS ON THE WEBSITE THE SAME AS IN THE STORES?

Yes. Although our website may have a greater selection than a Department store in your area, the products are the same.

WHAT IS YOUR PRIVACY POLICY?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details, check our privacy policy page.

IS MY PERSONAL AND CREDIT CARD INFORMATION SAFE ON YOUR WEBSITE?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.