FAQ - Shipping & Exchange / Return Policy
FAQ: Shipping & Exchange/Return Policy
*Please note that Saturday, Sunday, and holidays are not considered business days, and that there may be delays on all orders placed during the holiday season.
Exchange & Return Policy
All returned items will be given in the form of store credit only as we do not offer refunds. All returns or exchanges must be made within 15 days from receiving your shipment.
You will be responsible for paying postage on any returns or exchanges.
All returns must have a valid reason. (ex. Defect, Size)
We do not offer refunds. Items purchased from JCVD Shop may be returned for store credit only. Each item must have the original tags and be unworn as well as unwashed. JCVD Shop will not offer any refunds on returned products.
The store credit that is applied from your return will be for the purchase price of the product only, it does not include the shipping fees charged for delivery.
If a product in your order is out of stock, you will automatically be refunded for the purchase price of that specific item.
Please email us at firstname.lastname@example.org for a return authorization before you send anything back to us.
JCVD Shop will NOT accept returns or exchanges if:
- The item smells of any odors including smoke, perfume, or cologne.
- The item has any visible stains whatsoever.
- There are any changes or modifications to the article of clothing.
- Sales of coffee mugs, flasks, and any style of wearable hats are final due to sanitary reasons.
You will be responsible for paying postage costs on any returns or exchanges. If you request an exchange, we will waive the standard shipping fee on your new order. If your item is defective, we will issue you a return prepaid label and waive the fee on the return shipping for the new item.
If your order is international, you are responsible for all shipping costs and duty charges.
If you received the wrong item or the item was defective/damaged you will incur no additional shipping charges.
We do not offer exchanges on exchange orders for a second time.
*There are no returns or exchanges for any sale or clearance items, this includes all sales related to Black Friday and Cyber Monday.
US Orders - We will email you with a USPS pre-paid postage label for you to print out, attach to the box, and drop off at your nearest post office or have your own mailman pick up. Once we receive your return, we will re-ship your new item and you will be emailed your new tracking number.
International Orders - You will have to mail us the package back via standard international mail only, along with a receipt of what you paid for shipping and we will process your refund upon receiving your return. We will then re-ship you new item and email you your new tracking number.
We do not accept any returns or exchanges on sale items, this includes all sales related to Black Friday or Cyber Monday.
Frequently Asked Questions
What payment methods do you accept?
All of our payment methods accepted are on our website. We accept Visa, MasterCard, Discover, American Express, and PayPal. All payments must be made in US dollars.
Was my credit card / PayPal account charged twice?
When you place an order, we obtain an "authorization" from your credit card company or PayPal. This merely confirms that the funds necessary to pay for the order are available. We do not actually collect your payment until your order has shipped. More likely than not, you're seeing this initial authorization as well as the actual payment if your order has recently shipped. Neither PayPal nor most credit card companies do a very good job displaying/explaining these different types of transactions when you're viewing your account online. Rest assured that the temporary authorizations with soon disappear. If you are still concerned that you may have been double-charged after at least one business day, then we encourage you to contact your credit card company or PayPal to confirm that, in fact, a duplicate transaction has occurred.
How much does shipping cost?
The cost of shipping can vary greatly depending on the particular items you'd like to purchase, the location where you'd like your order shipped, and the type of shipping service that your prefer. You can get a quick shipping & handling estimate by putting the items in your cart, then supplying some address information on the View Cart page. We'll show you a number of options. During the actual checkout process, you can choose exactly which shipping method works best for you.
I live in the USA. When will my order arrive?
Orders typically ship within 4-7 business days, however some orders may take some additional time to fulfill for various reasons. If your order is time sensitive, please be sure to contact us to see if any component of your order may take longer. When your order does ship, we'll send you an email with tracking information. The shipping notification email will show when your order was sent out. If you chose to have your order delivered by UPS/ Fed Ex you will receive a tracking number. UPS/Fed Ex can tell you where your packages are and when you should expect them. If you chose "Standard Shipping", then expect your order in about 5-10 days. While we do use Delivery Confirmation to know that your order has arrived, the USPS doesn't offer the same real-time tracking as UPS. Unless you've paid for one of the premium shipping methods that guarantees delivery times, then any and all "expected delivery dates" are only estimates. Additionally, the UPS Expedited services do not consider weekends or holiday as "business days" (Ex. 2nd Day Air shipped on Thursday will not arrive until Monday).
Do you ship Internationally?
While we try to offer shipping to as many countries as possible, we simply cannot ship to every part of the world. The reasons range from import restrictions, or high duties & taxes to excessive fraud or lost packages. The quickest way to determine if we can ship to your country is to put an item in your cart and visit the View Cart page. Check the list of countries in the "Calculate Shipping" section on that page.
I live outside of the USA. When will my international order arrive?
Most orders ship within 4-7 business days. When your order does ship, we'll send you an email. If you opted to pay for a recommended trackable service, such as a DHL option, then you can use the tracking number to see the expected delivery date. The US Postal Service offers no such tracking. Also, while most USPS First Class and Priority shipments arrive within a few weeks and without a problem, it is difficult to provide you with a more accurate time frame. Further, it is impossible for us to determine how long it will take for a shipment to clear customs. This can delay delivery and is completely out of our control. If your shipment does not arrive after a few weeks, simply email email@example.com with your order #. We will review reports of lost shipments on a case-by-case basis.
When will my order ship that contains a pre-order item?
Your order will not ship until ALL of the items in your order are available. If you order a pre-order item and an item that is currently available for shipping, then we will wait until the pre-order item is available. If you wish to receive your other items before your pre-order item is available, then please place a separate order. We will always try to have a pre-order shipped out by the release date. Unfortunately, from time to time delays are possible. If your pre-order is pending after the release date, and you would like to know the status of the order, please feel free to contact firstname.lastname@example.org
When my pre-order was ready to ship I got an email saying my card was declined. Wasn't my card charged when I first placed the pre-order?
According to rules and regulations set forth by the Payment Card Industry (PCI) we are unable to charge a customer's credit card for an e-commerce order until the order has shipped. So when you first place your pre-order, we will obtain an "authorization" from your bank or credit card company to confirm that the funds are available, just like any other order (see the question above "Why have you charged my credit card/PayPal account twice?") . Credit Card authorizations are typically valid for 30 business days before it expires and drops off your account (almost like it never happened). We do not actually capture credit card payments until the pre-order has been released and the order has been shipped. So make sure those funds are available prior to the pre-order release date! If you chose to pay via Paypal or a pre-paid card, we do attempt to capture the funds up front. If for some reason we are unable to capture the funds, we will try again on the release date. Paypal authorizations can fluctuate, so we'll have to send a new payment request if the authorization expires. If you are unsure whether or not you have been charged for the order please email email@example.com with the order number and we will investigate.
Will an International Shipment be charged Duties and Taxes?
Shipments destined outside the United States may require additional duties or import taxes to be paid on delivery. The customer is responsible for the payment of all such fees. We cannot mark shipments "Gift" on customs forms, nor can we adjust the value of the items in the shipments. Unfortunately it is very difficult or impossible for us to estimate the duties and taxes your country may charge you. If you have any questions, please contact your local officials.
International shipments do not have a guaranteed delivery time. The standard shipping service may take anywhere from one to several weeks and does not have location tracking. The expedited shipping option typically arrives in about 10-15 business days and includes location tracking.
Can I update my shipping address?
If your order has NOT shipped out it might be possible for us to update your shipping address. Please contact firstname.lastname@example.org with your order number and the correct address.
My tracking link has not updated in a few days, what should I do?
Because we utilize a number of shipping partners, sometimes USPS tracking numbers aren't updated when the package changes carriers. Additionally the USPS is only required to provide a delivery confirmation. Please keep in mind, Standard Shipping generally takes 7-10 business days.
We cannot change your delivery address after an order has been shipped. We work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if your address was incorrectly entered at checkout. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we will only be able to refund you for the cost of merchandise. If the return delivery cost is greater than the value of the merchandise, JCVD Shop will inform the carrier to abandon the package and no refund will be issued.
Although it is rare for US or International orders to be lost, please be aware that this can happen. Delivery time frames are estimates only and do not take into account weekends, holidays, or processing and packing times (please allow 1-2 business days for packing). It is possible for International orders to take up to 60 days to clear customs, depending upon delivery method and government procedures. An International order will not be considered “lost” until 60 days after shipment date. We are unable to process claims until this 60-day period has passed. Please note that we do not offer replacements or store credits for lost or stolen packages. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase. Please contact us by email to discuss your options email@example.com
We are not able to offer refunds on products that are refused for any reason. In addition, if JCVD Shop is billed for the cost of the return shipment due to your refusal, you may be responsible for that cost.
Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our fulfillment center in undamaged and resalable condition. In that event, a refund will be issued for the cost of the merchandise only; shipping costs will not be reimbursed. Customs fees may apply. Please note that if the cost to return a rejected package to our fulfillment center exceed.
JCVD Shop cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related seized products or delivery delays. However, the vast majority of international shipments do not experience problems or delays. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from JCVD Shop, you agree to the policies stated above. JCVD Shop reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.
JCVD Shop cannot guarantee receipt of returned packages and is not responsible for lost items
For all order and item related questions please email your question / order number to firstname.lastname@example.org