How can we help?

FAQs

WE'RE IN THIS TOGETHER.

Due to the impact of COVID-19, orders are delayed. Rest assured, we are working hard to deliver items as soon as possible while keeping both our employees and community safe.

Please note that returns processing may also be delayed due to the impact of COVID-19. For immediate answers, see our FAQs below or contact us at customerservice@janeandmercer.com. Thanks for your patience.

Orders

How do I check my order status?

AnswIf you have a registered account with us, simply log in and visit the Account page to see when your order was placed, the date your order shipped from our warehouse and other key information. Your order won't show any status updates until it ships and we will notify you when it does. If you have any additional questions regarding your shipment, please contact a member of our Customer Service team at customerservice@janeandmercer.com, and one of our representatives will be happy to help.er

Can I call to place my order?

No. At this time we aren’t able to process orders over the phone. If you are having trouble placing your order, please contact us at customerservice@janeandmercer.com and one of our representatives will be happy to assist you.

Can I cancel or modify my order?

If you ordered with standard shipping, you can cancel an order within 1 hour from the time it was placed. Simply contact Customer Service within the same 1-hour window and one of our representatives will be happy to help.

Unfortunately, we are currently unable to cancel orders placed using guest checkout during non-business hours. We apologize for any inconvenience.

For all shipping methods we are unable to modify items, payment methods, or shipping methods after an order has been placed.

Please note: Not all items are available for cancellation.

What payment types are accepted?

We accept Visa, MasterCard, American Express, and Discover cards issued within the United States. We also accept payment via PayPal, Shop Pay, Klarna and other payment providers.

Can I add different forms of payment to an order?

No. We are currently unable to accept multiple credit cards for a single transaction.

I have a promo code. How do I use it?

Promo codes can be entered once you have reached checkout in the box labeled "Discount code". Simply enter your code and click "Apply"!

If you receive an error message and the discount it not applied to the order, please feel free to contact us for assistance.

Can I use multiple promo codes?

No. Only one promo code is permitted per transaction. You cannot combine promo codes with other offers.

Can I search in-store inventory online?

No. At this time janeandmercer.com is unable to search in-store inventory.

Why have I received an email that the item I ordered is out of stock?

Due to changing inventory and persistent supply chain issues, items are sometimes oversold. If that happens, we may need to cancel your order.

We never want to do this but it can happen, especially with popular items. If an item is sold out, please rest assured that you will always be notified and promptly refunded if the order needs to be cancelled.

We are also happy to suggest a similar item if the one you ordered is sold out. If you're interested, just ask!

Product

What is "traditional retail price"?

We use a vertical supply chain to help control production costs, which is how we're able to offer our merchandise at such attainable price points.

We sell our products at 'wholesale' price directly to you, in other words, so you get the highest-quality products for half of the traditional retail price!

What size should I order?

A size chart is included on all apparel product pages, though please note exact sizing and fit may vary by brand.

If you have specific questions about fit or size, our Customer Service team is happy to assist! Simply contact us at customerservice@janeandmercer.com.

Do your products use real animal fur?

No.

We take pride in our ethical approach to furs and fabrics. That means using only faux fabrics – faux fur, for example – for all items that are sold online and in-store.

We invite you to join us in embracing cruelty-free fashion!

How should I care for my product?

For more information on how to care for and keep your items in the best possible condition, please refer to the Care section on the item's product page.

Shipping

What is the shipping policy?

Here’s the quick scoop:

- Free shipping on orders over $75 before tax

- $7.95 shipping rate for all other orders under $75

- $14.95 for expedited shipping; Home items excluded

Please note: Free shipping is applied to domestic orders over $75 before tax. Home items are excluded from expedited shipping. For orders under $75, the shipping cost is $7.95. Shipping charges, if applicable, are non-refundable. Valid on purchases made at janeandmercer.com only.

Visit the Shipping + Returns page for complete details.

Can I pick up my order at my local JANE + MERCER store?

No. In-store pickup is not available at this time.

Do you ship overseas?

At this time we are only able to deliver to addresses in the U.S. Please visit the Shipping + Returns page for more information.

My tracking says delivered but my order is not here, what do I do?

Occasionally, shipping carriers like FedEx may mark a shipment as delivered before actually releasing the package.

If this happens, we ask that you wait 24-48 hours to see if your package ends up getting delivered. We also ask that you check with your neighbors or around the outside of your house or apartment building, as packages may be misdelivered to nearby addresses.

If you are still unable to locate the package, please contact a member of our Customer Service team so that we can assist you.

Returns

Can I return an item?

We hope you love what you ordered from JANE + MERCER but, in the event that you don’t, we’re here to help! We’ve made it quick and easy to return an item to us.

If you’re not completely satisfied with your purchase, you can return eligible items by mail within 30 days of receiving your order. Just be sure you have not worn or altered it. The price tag must also be attached to the item, and you’ll need to present the receipt or invoice.

Eligible returns will be credited to your original form of tender. Once you return an item, it may not be available for immediate repurchase. You can return items by mail or at any U.S. JANE + MERCER store.

Visit our Shipping + Returns page for more details.

Our return philosophy is to be fair and reasonable with our customers, and we hope that our customers are fair and reasonable with us as well. In rare instances, we feel a customer isn't being fair with us, either by regularly abusing our approach to refunds, or by having an unusually high rate of returns. These situations may ultimately end with the decision that we can no longer serve those customers.

How do I return items purchased online?

If you have an account on janeandmercer.com, check your invoice, email confirmation or Orders page to see if your item qualifies for a return.

If you made your purchase using guest checkout, check your order confirmation email to see if your item qualifies for a return. 

Choose your preferred return method:

Return to a JANE + MERCER Store. Simply take your invoice and item(s) with you. To find our location please visit the Visit Us section of our home page.

Return by Mail. If you have an account with us and wish to make a return by mail, visit the Returns page to log into your account to get started. We’ll provide you with a label and further instructions. 

Return by Mail for Guests. If you used guest checkout and wish to make a return by mail, please visit this page and follow the instructions provided. Please note, you will need your order ID and billing zip code to complete your return.

Can I make exchanges?

Sorry, due to our ever-changing inventory, exchanges are not available for online orders at this time.

How long do I have to make a return?

You may return items within 30 days from the date you receive your order. The refund process will begin upon receipt of your returned items.

How does my return get processed?

Returns by mail using our return label take approximately 7-10 business days to receive and 1-5 additional days to process through our Returns Center. Returns without our return label can take longer to process.

Do I have to pay for return shipping?

The return shipping fee for mail-in returns is $6.95 for the U.S. We’ll automatically deduct the fee from your refund.

Can I return my items to a store?

Online purchases, including orders placed in stores for delivery, that shipped to a U.S. address, may be returned to any JANE + MERCER store in the U.S.

Account

Why create an account?

Creating an account makes the shopping and checkout process easier and faster. Once you sign up, you’ll get instant access to shop janeandmercer.com and will be the first to know about new arrivals, special offers, and so much more!

What does it mean when an item is on hold?

All merchandise has a set amount of inventory. An item is placed "on hold" when the last available piece is in another shopper’s cart, but has not yet been purchased.

How do I change my password?

1. Go to your Account page

2. Click on the "Profile" tab

3. Enter both your current and new passwords, confirm, and click "Update My Password"

I forgot my password. What do I do?

Don’t sweat it. Just follow these steps:

1. Click the Account icon at the top of the page

2. Select "Forgot Password?"

3. Enter your email address, and we’ll send you a link to reset your password

How do I add or update my addresses or payment method?

Go to your Account page to add or update your shipping address, billing address, or payment methods.

Can I save more than one shipping address to my account?

Yes! Here’s how:

1. Go to your Account page

2. Click on the "Manage Addresses" button

3. Select "Add a New Address" and enter the new address. Please note: This will not affect orders that have already been placed.

Stores

How can I find a JANE + MERCER store near me?

Easy! We currently have one store, located at 1530 Post Road, Fairfield, CT 06824.

We have plans to expand soon, so keep an eye out!

How do I contact a JANE + MERCER store?

You can find the direct number to our JANE + MERCER store in Fairfield, CT under the Visit Us section near the bottom our home page. 

What if I have a question about my in-store purchase?

Please contact the store directly. You can find the number under the Visit Us section near the bottom of our home page.

How do I find a specific product in a JANE + MERCER store near me?

Call the store directly to help you find what you’re searching for. You can find the direct number to our Fairfield, CT location under the Visit Us section near the bottom of our home page. 

Get in touch

Have questions about your order, or a general enquiry?