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FAQs

FREQUENTLY ASKED QUESTIONS

 

FAQS

Q: HOW DO I PLACE ORDERS?

A: Ordering at Janie and Jack's online shop is easy. From the product page, simply select the size of the item you would like and the quantity and click "Add to Bag". When you are finished shopping, click on the Shopping Bag button at the top of the page and follow the instructions to check out. If you would like additional assistance placing an order, please contact Customer Service at 1-888-753-8459. We're here Monday through Friday, 6:00 a.m. to 6:00 p.m.(PST). For credit card security, we do not accept orders via email.

Q: HOW DOES REAL TIME INVENTORY WORK?

A: Our inventory is managed in real time. Product availability is displayed on each product page. It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock.

Items in your shopping bag will be saved indefinitely, should you want to shop at a later date. As inventory levels get depleted, the corresponding saved item(s) will be automatically removed from your shopping bag. Therefore, when you return to shop our site, the items in your saved shopping bag will only reflect what is currently available for purchase.

Q: WHAT ARE THE BENEFITS OF COMPLETING MY ACCOUNT ONLINE?

A: Make shopping at janieandjack.com faster and easier by creating an account online. You will be able to track your orders, save addresses, manage your password, check your Gift Card balance, and see select coupon offers. To create an account go to the Sign In/Register link at the top of the page. It only takes a few minutes and you can update or view your account at any time. The information in your account is confidential. Click here for our Privacy & Security Statem

Q: HOW DO I SIGN UP FOR MY ACCOUNT?

A: Go to the My Account button at the top of the page. It only takes a few minutes and you can edit, view or delete your account at any time. The information under My Account is strictly confidential. Click here for our Privacy & Security Statement.

Q: IS IT SAFE TO USE MY DEBIT CARD ON YOUR WEBSITE?

A: Yes. Please note that if you choose to pay by debit card, the amount you charge will be put on hold, meaning it will not be available to you once you place your order. When your order is shipped, your order total will be withdrawn from your account and the original hold will be voided.

Q: HOW QUICKLY WILL MY ORDER BE PROCESSED?

A: All domestic orders received prior to 9:00 a.m., Pacific Standard Time, Monday through Friday, are processed within 1-2 business days (unless otherwise indicated on our shipping page in checkout). Flat Rate Standard delivery takes up to 10 business days after your order has been processed.

Rush delivery takes up to 5 business days after your order has been processed. Express delivery is available for an additional charge. Orders going to Alaska, Hawaii, PO Box/APO/FPO addresses and U.S. territories are shipped via U.S.P.S Priority Mail or UPS Surepost.

Please contact Customer Service at 1-877-449-8800 for further details. We're here Monday through Friday, 6:00 a.m. to 6:00 p.m. (PST).

Q: HOW DO I REMOVE ITEMS FROM MY SHOPPING BAG?

A: Please ensure you have selected a shipping method on the shopping bag page before clicking "Update Shopping Bag" to remove items.

Q: HOW DO I FIND WHAT I'M LOOKING FOR?

A: If you know the product(s) you're looking for, simply enter the description or the SKU number into the search box on the top right of the page. You can also browse items by product category.

Q.CAN I COME TO YOU AND PURCHASE SOME ITEMS?

A. Unfortunately not yet! — Clothing can be purchased on hand on our website, popup shops which can be found on our IG @officialuglycollections

Q. CAN YOU CUSTOMIZE MY CLOTHING?

  1. No, every article of clothing is made as is. There may be future opportunities available to have items customized at special events.

Q. IF I DON’T MAKE IT TO A POPUP SHOP. WHERE CAN I PURCHASE?

  1. www.uglycollections.com is the official site where all clothing can be purchased. We only restock classic shoe.
 Q. IF I WANT TO CHECK THE STATUS OF MY ORDER WHO DO I CONTACT?
  1. support@uglycollctions.com for all customer service inquiries regarding

 

Q. DO YOU SELL WOMEN AND GIRLS CLOTHING AND OR SHOE?
  1. Sorry not at this time, our team is working hard to make this happen.

 

Q: HOW CAN I CHECK THE STATUS OF MY ORDER?

A: If you have your order confirmation number, click here to check the status of your order. To learn about more about order tracking, click here.

 Q: CAN I ORDER OVER THE PHONE?

A: No. If you would like to order please go to uglycollections.com

 Q: HOW CAN I CANCEL MY ORDER?

A: Contact Shoes.com Customer Service toll-free at 1-888-753-8459, as soon as possible after placing your order. Please note that your order can only be cancelled during processing phase. Processing time typically ranges from 1-4 business days. Once the order is shipped, it cannot be cancelled.

 Q: WHAT ARE THE COSTS?

A: To see a complete list of shipping options and costs for purchases made on the uglycollections.com website, click here

Q: CAN I MAKE A PURCHASE FROM OUTSIDE THE U.S.?

A: Yes. You may purchase from an international address. Please click here for details on international shipping.

Q: DO YOU SHIP TO ADDRESSES OUTSIDE THE U.S.?

A: Yes. Shoes.com now ships orders to an expanding list of international destinations. Click here to learn more about international shipping.

Q: DO YOU SHIP TO P.O. BOXES OR MILITARY APO/FPO ADDRESSES?

A: Yes. When entering your shipping information during checkout, click the checkbox where indicated to indicate that the address you entered is a P.O. Box, APO or FPO address. Unfortunately, shoes.com cannot provide prepaid return labels for APO/FPO addresses.

Q: DO YOU HANDLE BACK ORDERS?

A: No. uglycollections.com does not handle back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

 Q: DO YOU SELL GIFT CERTIFICATES?

A: Yes. Buying uglycollections.com Gift Certificates is quick and easy. To buy a Certificate, click here. Or, to learn more about https://www.uglycollection.com Gift Certificates, click here.

Q: DO YOU HAVE A CATALOG?

A: No. Everything we offer can be purchased through our website at https://www.uglycollection.com

 

Q: WHAT SIZE IS THE RIGHT SIZE?

A: Select the right size for that special child using our Ugly. apparel size chart. Simply look for the child's age, height, or weight to ensure that your purchase will be the appropriate fit.

Q: HOW DOES UGLY. CALCULATE SALES TAX?

A: Unless specifically indicated, uglycollections.com is the seller of items purchased on our site.
Items sold by uglycollections.com are subject to tax when shipped to destinations in: AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, ME, MD, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NY, NV, OH, OK, PA, PR, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV and WY. Any applicable tax will be applied to the price you pay for taxable items, less any and all extra savings.

Q: Placing an order, Can I add an item to an existing order?

A: Unfortunately, it’s not possible to add more items to an existing order when you have already placed the order and paid for it. You have to place a new order.

Q: The item I want is sold out. Can I find it somewhere else?

A: Online, you can view which stores have bought the item you are looking for. UGLY. cannot guarantee that the item is still available in the store and in the size you want.

ALWAYS OPEN ONLINE

Place your order through our website, www.uglycollections.com

Call or email our dedicated customer service team

(1-888-753-8459) support@uglycollections.com (M-F, 9:30 AM – 5:30 PM EST.)

We will reply to messages within 2 business days and appreciate your patience during this time.