Refund policy
Returns & Refunds
We want you to be happy with your Jane's. If something isn't right, we're here to help.
Return window
You have 30 days from the date your order is delivered to request a return. Requests made after 30 days cannot be accepted.
Starting a return
Email support@wearjanes.com with your order number and the reason for your return.
Our team will review your request and reply within 1 business day. If your return is approved, we will send you the return address and step-by-step instructions.
All returns must be approved before you send anything back. Items shipped to us without prior approval cannot be accepted, refunded, or returned to you.
Please do not send returns to our correspondence address at 72 Warren, New York. Our support team will provide the correct return address once your return is approved.
Condition requirements
To be eligible for a return, your item must be:
- In its original condition — unworn, unused, and clean
- With the soles free of any signs of wear
- With all tags attached
- In its original packaging, including the box
We recommend trying your pair on a clean indoor surface before wearing them outside.
Items we cannot accept
- Items that have been worn outside, or that show signs of wear on the soles
- Items that have been washed, altered, or modified
- Items returned without their original packaging or tags
- Items missing components
- Gift cards
- Final sale items, where marked
Return shipping
For returns due to a change of mind, sizing, or preference, return shipping is your responsibility. Your return will be shipped to our returns facility, and our support team will confirm the address and the process when your return is approved.
Original shipping charges are not refunded, except where the return is due to our error.
Where the return is due to our error — a defective item, the wrong item, or a damaged item — we cover the cost.
Exchanges
We offer exchanges within the same 30-day window. Email us with your order number and the size or model you'd like instead, and we'll tell you how to proceed.
For exchanges due to sizing or preference, return shipping is your responsibility. Where the exchange is due to our error, we cover it.
If something is wrong with your order
If your item arrives damaged, defective, or is not what you ordered, we'll make it right at no cost to you.
- Take clear photos of the item on a flat surface, showing the issue and the product label
- Email them to support@wearjanes.com within 7 days of delivery
- We'll send a replacement free of charge — you do not need to return the original item
If a second item also arrives damaged or defective (very rare cases), we will issue a full refund.
Missing items
If part of your order is missing, email us within 7 days of delivery with your order number. We'll ship the missing item at no charge.
Packages marked delivered but not received
If tracking shows your order as delivered and you haven't received it, email us right away.
We'll verify the tracking and ask you to check with neighbors, your building manager, mailroom, and around your entrance — packages often turn up within 48 hours. If tracking shows your order as delivered and you haven't received it, contact us right away. We'll review the delivery details with the carrier to determine what happened. If the issue is on our side, we'll replace your order free of charge.
If tracking shows no delivery scan 21 days after shipment, we treat the package as lost and send a replacement free of charge.
Where an order cannot be delivered because of an incorrect or incomplete address provided at checkout, we are unable to cover the loss. We can arrange a new shipment at your cost.
Refunds
Once your return is received and inspected, we'll email you to confirm and process your refund to your original payment method within 5 business days.
Depending on your bank or card issuer, it can take an additional 5 to 10 business days for the funds to appear on your statement.
Deductions may apply if a returned item arrives with missing components, or in a condition that does not meet the requirements above.
Promotional and multi-item offers
Items bought as part of a promotion, including buy-one-get-one offers, may be returned under this policy, up to a maximum of 2 items per order.
Where a promotion required a minimum purchase, returning items that bring your order below that minimum means the promotional discount will be recalculated and deducted from your refund.
Repeat returns
We reserve the right to decline a return, or to limit the options available, where we identify a pattern of repeated or excessive return activity on an account, address, or payment method.
Still not sure?
Every situation is different. Depending on your circumstances, we may be able to offer an exchange, a replacement, or another solution. Email support@wearjanes.com and we'll find the best option for you.
Last updated: July 30, 2026