Customer Care

All Customer Care Topics:

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We gladly accept Visa, MasterCard, Discover, American Express, ApplePay, PayPal and offer payment installments for U.S. based customers through Afterpay.

I'M UNSURE ABOUT A SIZE OR FIT.

We offer a size and fit guide in each product description on our site.

Please see International size conversion chart here.

I WANT AN OUT OF STOCK STYLE. WHAT CAN I DO?

Though we carry limited quantities, we highly suggest signing up for a restock notification by clicking on your desired size and selecting 'Get notified when we restock.

We often restock if we receive enough requests.

I'M GETTING AN ERROR MESSAGE WHEN I PLACE MY ORDER.

Please review all information closely - credit card, billing and shipping address, as this is very common.
Please refrain from clicking the "Place Order" button more than once to avoid multiple authorizations.
If you continue to receive error messages, please contact Customer Service here.

WHOOPS, CAN I MAKE CHANGES OR CANCEL MY ORDER?

Unfortunately, we are unable to make any changes to orders once placed.

This includes change your shipping method.

Please contact us immediately to cancel your current order.

You can place a new order for the correct item and/or with your desired shipping method.

I MADE A MISTAKE ON MY SHIPPING ADDRESS. HOW CAN I FIX IT?

Please contact customer service immediately here.

We process and ship orders quickly, so unfortunately we cannot guarantee that we will be able to make the correction in time.

Kindly note, changes to shipping addresses may cause a delay in processing, transit and/or delivery times.

WHY HASN'T MY ORDER STATUS UPDATED?

Your order my be on hold due to your shipping address missing an apt/ste number, an invalid shipping address, invalid phone number or processing payment if paid with PayPal eCheck.

Please check your email to see if we contacted you or contact us directly here.

WHEN WILL MY ORDER SHIP?

Order ship within 2-5 business days of purchase - excluding holidays and weekends.

Orders paid via PayPal eCheck will normally process within 12 business days since we must wait until payment clears.

You will receive an email confirmation once your order is processed for shipment.

Be sure to check your spam folder and add cs@jeffreycampbellshoes.com to your address book.

You can also view your order status here or by signing into your account.

HOW CAN I TRACK MY ORDER?

Once your order is processed for shipment, you can track your order through the shipment confirmation email sent to the email address on file.

You can also view your order status here or by signing into your account.

WHY DIDN'T I RECEIVE AN ITEM I ORDERED?

In the event that an ordered item becomes unavailable, we will contact you within 1-2 business days regarding the cancellation.

If your order contains additional items, these will be shipped to you and the unavailable item will be refunded.

I RECEIVED AN INCORRECT ITEM. WHAT SHOULD I DO?

Please contact us immediately here or directly at cs@jeffreycampbellshoes.com if you received an incorrect item, so we can process your return request as soon as possible.

If the correct item is available, we will ship the replacement, once the wrong item has been received for return by UPS.

If the correct item is not available, either store credit or refund will be issued once the returned merchandise is received and processed by our returns department (typically within 5 days of receipt of item)

We are unable to issue any form of credit without confirmation of the return by our Returns department. You must use the Jeffrey Campbell UPS return label issued to be eligible for the store credit or refund.

Loyalty & Rewards Program

HOW DOES THE VIP PROGRAM WORK?

Create a free account to start receiving special perks and offers from us.

The more you spend, the more perks and offers you will receive!

WHO CAN JOIN?

Our loyalty program is available to US residents who are at least 18 years old at the time of enrollment.

HOW DO I EARN POINTS?

Earn points every time you shop!

We also offer other ways to earn points such as creating an account (200 points), following us on Instagram, sharing us on Facebook and Pinterest, signing up for our birthday reward, and signing up for SMS notifications are ways to earn extra points!

HOW MANY POINTS DO I EARN WHEN I SHOP?

We issue 1 point per $1 spent. Every 100 points is equivalent to $5.00. You can start redeeming points at 200 points ($10).

WHEN AM I ELIGIBLE FOR POINT REDEMPTION?

You can start redeeming your points when you’ve reached 200 points ($10).

Up to 1000 points ($50) can be redeemed per order.

CAN I APPLY REWARDS TO SHIPPING AND TAXES?

No, reward points can only be redeemed before applied shipping and taxes.

WILL I RECEIVE POINTS FOR PURCHASES I MADE BEFORE CREATING MY REWARDS ACCOUNT?

No, you will not receive points for prior purchases after you have created and activated your account. However, you will be placed in your appropriate tier based on order spend and returns with us dating from January 1, 2021 so you can receive the benefits but points will only be issued for orders placed on or after May 18, 2021.

HOW DO I KNOW WHICH TIER I AM IN?

Log-in to check your tier status on both the Rewards page and your Account page.

HOW LONG DOES MY TIER STATUS LAST?

You will keep your tier status for 1 year after tier placement

DO MY REWARDS POINTS EXPIRE?

Your points will expire 1 year after inactivity. Inactivity includes not interacting with our program, making purchases or redeeming points.

I JUST MADE A PURCHASE THAT MAKES ME ELIGIBLE FOR THE NEXT TIER, WHY HAVE I NOT BEEN UPGRADED?

Thank you for your purchase with us! If you are eligible for the next tier even after a return or cancellation, you will be upgraded to your tier 30 days after your purchase.

CAN I TAKE ADVANTAGE OF A SITE PROMOTION AND MY LOYALTY REWARDS?

You are only able to apply your reward points OR site promotion during checkout. We are unable to apply points or discount manually.

DO I LOSE MY REWARDS POINTS IF I RETURN MY ORDER?

If you purchase without points and return your order the points will be deducted from your account.

If you purchase points and return your order the points will be returned to your account.

Kindly note, you may go into the negative if you return an order in which points were issued and applied to a new order.

I HAVE POINTS TO REDEEM, WHY CAN’T I REDEEM IN CHECKOUT?

Please make sure you are signed into your account prior to checking out. If you are still receiving the error when signed in, make sure to clear your browser’s cache and cookies.

Sign back into your account and your points should reflect. If you are still experiencing issues, please contact us directly at cs@jeffreycampbellshoes.com

CAN I TRANSFER MY POINTS TO ANOTHER ACCOUNT?

We are unable to transfer points to other accounts, including multiple personal accounts.

We encourage keeping the same account as our one-time discount for entering a new tier will increase.

DO THE POINTS HAVE CASH VALUE?

Points do not have cash value and can’t be redeemed for another form of credit (refunds, store credits, giftcards, discount codes, etc.). Points expire within 1 year of inactivity and we are unable to reissue points after expiration.

I ENTERED MY BIRTHDAY BUT HAVE NOT RECEIVED THE POINTS

If your birthday is within the next 30 days, your reward will be granted in delay, up to 30 days.

PLEASE CLICK HERE FOR OUR FULL LOYALTY PROGRAM TERMS & CONDITIONS

Referral Program

DO I NEED TO HAVE A REWARDS ACCOUNT TO REFER A FRIEND?

No, we don’t require an account to refer a friend. You just need to provide your email address and your friend’s email address. You can see all your referrals once you enter in your email address. Once your friend placed their order through your referral link, you’ll receive an email with $20 off you can use on your next purchase with us.

I RECEIVED A REFERRAL DISCOUNT, HOW DO I REDEEM MY OFFER?

Click the referral link in the email you received and copy the discount code that populates when the page loads. Apply your discount during checkout for $20 off your first order of $200 (before taxes & shipping).

MY REFERRAL USED THEIR CODE, HOW DO I REDEEM MY REWARD?

If you have a loyalty account: Once your referral places an order and redeems using your referral link, you’ll receive an email confirming your $20 in the form of 400 points has been added to your account. You can apply the points on your next order during checkout via the apply reward dropdown.

If you don’t have a loyalty account: Once your referral places an order and redeems using your referral link, you’ll receive an email with a link to your code. Click the link in the email you received and copy the discount code that populates when the page loads. Apply your discount during checkout for $20 off your order (before taxes & shipping).

HOW DO I TRACK THE STATUS OF MY REFERRALS?

You can see the status of all your referrals by entering your name and email address in our ‘Refer a Friend’ prompt. You will then be directed to enter in a friend’s email or you can select ‘Your Referrals’ on the top right of the referral prompt. You will be able to see the email addresses you have sent referrals to along with a ‘Pending’ or ‘Completed’ status.

MY REFERRAL FORGOT TO CHECKOUT USING MY LINK, HOW DO THEY APPLY THE PROMOTION?

Unfortunately, we are unable to retroactively apply referral discounts after an order has been placed. Even with the cancellation of an order, the referral code will be invalid since it will no longer be considered a first purchase.

CAN I APPLY MY REFERRAL DISCOUNT WITH ANOTHER OFFER / PROMOTION?

No, you will need to choose to apply your referral discount or the promotion. Kindly note, the referral discount is only valid on first purchases. We will not be able to apply the discount if you choose not to use it on your first purchase with us.

PLEASE CLICK HERE FOR TERMS & CONDITIONS

AfterPay

What are Installments by Afterpay?

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

Does Afterpay run a credit check?

Effective March 7, 2022, Afterpay will begin using consumer reports to conduct "soft credit checks" for new US customers who sign up for Afterpay. These checks will be used to personalize initial spending amounts for each new Afterpay customer. It should be noted that soft credit checks (also known as soft pulls or soft inquiries) are very common and will not affect credit scores, will not be visible to other lenders or creditors and may or may not be recorded in credit reports, depending on the credit bureau.

How do I use Installments by Afterpay?

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy! Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Where can I use Installments by Afterpay?

Installments by Afterpay can only be applied to purchases made on www.jeffreycampbellshoes.com website.

Can I use Installments by Afterpay if I’m an international customer?

Installments by Afterpay is only available to customers with a US billing address within the US and a US mobile phone number. Customers with international billing addresses will not be able to set up an account with Afterpay.

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

What if I can’t pay an Afterpay installment?

If you fail to make a payment, you will be charged an $8 late payment fee, and an additional $8 fee if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order amount.

For more details, please see terms and conditions:

https://www.afterpay.com/purchase-payment-agreement

When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online. Visit our domestic shipping page for more information by clicking here.

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on www.jeffreycampbellshoes.com using Installments by Afterpay.

What products are not eligible for purchase using Installments by Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

How do I return an item purchased using Installments by Afterpay?

If you have changed your mind, you can return your Afterpay purchase by mail for a refund to Jeffrey Campbell Shoes by processing your return here. Kindly note, Jeffrey Campbell deducts $10.00 return fee which will be deducted from your refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customersupport at info@afterpay.com

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy

If you have any questions about your Afterpay account, please contact Afterpay directly via web form at https://help.afterpay.com/hc/en-us

Domestic Shipping (Contiguous U.S.)

International Shipping

Returns

My Account

Orders & Delivery Policies

Domestic Orders & Delivery Policy

ALL DOMESTIC SHIPMENTS

We highly suggest signing up for UPS MyChoice to track your shipment once it leaves our warehouse. You'll be able to reschedule, redirect, or have your order delivered The UPS Store or to a UPS Access Point location by registering with UPS My Choice. www.ups.com/mychoice/

PLEASE NOTE

Orders are processed within 2-5 business days.
You will receive your order anywhere from 5-10 business days from the date that it is shipped out, not the date the order is placed.
After your payment is authorized and verified, it can still take up to two business days to process your order in our warehouse.
Orders that are system flagged (SF) may be asked to verify additional information and we are not responsible for the delay in processing your order.
Business days do not include weekends or holidays. Orders placed on Friday after 12PM PST or over the weekend will begin processing on the following Monday.

FREE DOMESTIC GROUND SHIPPING (U.S.A.)

Jeffrey Campbell currently offers free ground shipping on all US orders $75+ (excluding Hawaii & Alaska)! Most orders are processed and shipped within 24-72hrs (excluding weekends and holidays.) Click HERE to view holiday shipping schedule.

Note: normal business hours are Monday-Friday, 8am-4pm PST - Shipping is not available outside of these hours.

Once your order ships, you will receive a shipment confirmation via email with a UPS tracking or USPS tracking number-you can use this number to find out when your goods should be arriving. Please allow 5-10 business days for your order to arrive. If the merchandise you have selected is out of stock, you will be notified via email and a refund will be issued for the merchandise cost.

ORDERS OVER $700.00 - SIGNATURE REQUIRED

Jeffrey Campbell requires an indirect signature for orders when total merchandise cost exceeds over $700.00. We suggest signing up for UPS MyChoice if you are unable to be physically present at your shipping location to sign. UPS MyChoice allows customers to redirect the package to an address where someone will be present, redirect to your local UPS Access Point for pickup or virtually sign for your package. www.ups.com/mychoice/

EXPEDITED SHIPPING (U.S.A.)

We also offer 3 Day Select, 2nd Day Air, and Next Day Air shipping on all domestic orders. Ship times are from the date that it is shipped out, not the date the order is placed. Orders placed will process and ship within 24-72 hrs, pending order verification and credit approval. Saturday, Sunday and holidays are not considered business days and we do not offer Saturday or Sunday delivery via UPS. Transit and delivery times for expedited shipping methods do not include weekends. This fee will be calculated and charged at checkout and is non-refundable due to a return or delay on the courier’s end.

Do you ship to P.O. boxes or APO/FPO addresses?

Unfortunately, we do not offer shipping to P.O. boxes or APO/FPO addresses.

FAILED DELIVERIES & RETURNED PACKAGES

In the event that UPS/USPS is unable to deliver a package due to an incorrect address entered by the customer, missing an apartment, suite, floor, etc., unsafe place to leave the package (driver’s discretion), incorrectly refused packages or otherwise, Jeffrey Campbell is not responsible for payment of return shipping costs levied by the courier. Similarly, Jeffrey Campbell is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery and is non-refundable.

SERVICE DELAYS

Jeffrey Campbell is not responsible for unexpected shipping delays caused by circumstances such as severe weather, natural disasters, train derailments, etc. We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays or other occurrences and the shipping fee is non-refundable. In cases such as these, please directly contact the courier with any inquiries about the status of your package: UPS at 1-800-742-5877| USPS at 1-800-275-8777.

LOST OR STOLEN PACKAGES

Jeffrey Campbell Shoes is not responsible for lost or stolen packages. In the event a package is lost or stolen, either the receiver or Jeffrey Campbell Shoes will need to contact UPS to open an investigation. We are unable to move forward until the investigation is complete on UPS' end. UPS Investigations are normally resolved within 8 business days. Kindly note, in some cases, UPS may require a police report to open an investigation

_{RECEIVED AN INCORRECT ITEM}

^{Please contact us immediately here or directly at cs@jeffreycampbellshoes.com if you received an incorrect item, so we can process your return request as soon as possible.
If the correct item is available, we will ship the the replacement, once the wrong item has been received for return by UPS.
If the correct item is not available, either store credit or refund will be issued once the returned merchandise is received and processed by our returns department (typically within 5 days of receipt of item)
We are unable to issue any form of credit without confirmation of the return by our Returns department. You must use the Jeffrey Campbell UPS return label issued to be eligible for the store credit or refund..}

International Orders & Delivery Policy

ALL INTERNATIONAL SHIPMENTS

Please note: We do not accept returns or exchanges on international orders. For a list of countries we ship to, please visit our FAQ page.

PLEASE NOTE

You will receive your order anywhere from 5-20 business days from the date that it is shipped out not the date the order is placed. We do not guarantee arrival dates for International packages due to many factors out of our control including but not limited to weather/natural disaster, delays in custom clearance, and/or delays on the courier's end.
After your payment is authorized and verified, it can still take up to two business days to process your order in our warehouse.
Orders that are system flagged (SF) may be asked to verify additional information and we are not responsible for the delay in processing your order.
Business days do not include weekends or holidays. Orders placed on Friday after 12PM PST or over the weekend will begin processing on the following Monday.
Shipping costs are calculated during checkout and do not include custom fees or taxes.

Standard Shipping

Once your order has been processed and shipped, please allow 5-20 business days for your order to be delivered. Shipping fees will be calculated at checkout. A USPS tracking number will be sent to you via email once your order has shipped. Once an order is shipped we are unable to cancel the order or redirect the package to a different address and is the customer's responsibility to coordinate with USPS.

Customs, Duties and Taxes

Jeffrey Campbell is not responsible for any customs and taxes applied to your package. You will be responsible for paying these additional charges for customs clearance. We must declare all items at their full price and cannot change this amount to lower custom fees.

Your order may be subject to custom fees or taxes, which are levied once a shipment reaches your particular country. However, the amount does depend on the country to which the order was shipped. Please contact your customs office for a specific amount and percentage breakdown

If you refuse your package or the package is returned to sender, you are responsible for the original shipping charges as well as any custom fees or taxes that are incurred. If the package is undeliverable and returned to jeffreycampbellshoes.com, the shipping and return shipping total charges will be deducted from your merchandise payment amount refunded. In the instance that the price to return the merchandise exceeds the total amount of the merchandise including shipping costs, the package will be abandoned and you will not be refunded.

Exchange Rates

All of our items are listed in US Dollars and we charge your account in US Dollars. The bank that has issued your credit card will determine the exchange rate.

Order Protection

Returns

Return Policy

INTERNATIONAL RETURNS/EXCHANGES

Unfortunately, we do not offer returns or exchanges for international orders and are unable to refund duties, taxes or shipping charges.

US RETURNS – TERMS & CONDITIONS
We only accept returns from full price purchases made on jeffreycampbellshoes.com. Any product merchandise purchased from other retailers must be returned where purchased.

TO PROCESS YOUR RETURN & GENERATE A RETURN LABEL PLEASE CLICK HERE (DO NOT USE SAFARI)

Online return form must be submitted & item to be returned must be dropped off at a UPS location within 30 days of the original order date.
Please fill out the return form attached to your packing slip and include the form with your return.
Returns must be shipped back in original shipping box or appropriate replacement box.
Item must be unworn, unused, in the same condition received and must have all tags, including original packaging materials.
A $10 return fee will be deducted from your refund.
We reserve the right to deny returns if the item(s) does not meet our policy requirements.
Returns are not applicable on Special Price/ Final Sale items.

ORIGINAL SHIP DATE
The original ship date can be found in your Shipping Confirmation email and/or Order Lookup, HERE.

RETURNS PROCESSING
Your returned item will be thoroughly reviewed and if approved, will be processed within 5 business days after the item is received at our warehouse. A $10 return fee will be deducted from your refund. You will be notified via email once your return is processed.

REFUNDS
Depending on your financial institution, refunds normally post within 1-5 business days after the date of processing to your original form of payment. All refunds must be issued to the original form of payment – NO EXCEPTIONS. A store credit will be issued in lieu of a refund if the card is no longer active. *Please note we do not refund any shipping charges.

EXCHANGES
We do not offer exchanges. Simply return your unworn item for a refund and place a new order. Please note we cannot guarantee inventory will be available when you place your new order.

TRACKING YOUR RETURNS
You may track your return on ups.com with the tracking number provided on the return label.

Please note that we reserve the right to reject orders or suspend your account due to suspicious activity or abusive returns.

Customer Care

All Customer Care Topics:

FAQ

General

Online Shopping

Loyalty & Rewards Program

Referral Program

AfterPay

Domestic Shipping (Contiguous U.S.)

International Shipping

Returns

My Account

Orders & Delivery Policies

Domestic Orders & Delivery Policy

ALL DOMESTIC SHIPMENTS

We highly suggest signing up for UPS MyChoice to track your shipment once it leaves our warehouse. You'll be able to reschedule, redirect, or have your order delivered The UPS Store or to a UPS Access Point location by registering with UPS My Choice. www.ups.com/mychoice/

International Orders & Delivery Policy

ALL INTERNATIONAL SHIPMENTS

Please note: We do not accept returns or exchanges on international orders. For a list of countries we ship to, please visit our FAQ page.

Order Protection

Returns

Return Policy

INTERNATIONAL RETURNS/EXCHANGES

Return Request Form

Return & Exchange Request Form

Final Sale Policy

Contact Us

Customer Service Inquires

CUSTOMER SERVICE INQUIRY FORM

Wholesale Inquiries

International Wholesale Inquiries

International Wholesale Inquiries Only:

Wholesale Inquiries

Wholesale Inquiry Form

Press & Media

Press Pulls, Gifting/Collaborations & Other Inquiries

Customer Care

All Customer Care Topics:

FAQ

General

Online Shopping

Loyalty & Rewards Program

Referral Program

AfterPay

Domestic Shipping (Contiguous U.S.)

International Shipping

Returns

My Account

Orders & Delivery Policies

Domestic Orders & Delivery Policy

ALL DOMESTIC SHIPMENTS

We highly suggest signing up for UPS MyChoice to track your shipment once it leaves our warehouse. You'll be able to reschedule, redirect, or have your order delivered The UPS Store or to a UPS Access Point location by registering with UPS My Choice. www.ups.com/mychoice/

International Orders & Delivery Policy

ALL INTERNATIONAL SHIPMENTS

Please note: We do not accept returns or exchanges on international orders. For a list of countries we ship to, please visit our FAQ page.

Order Protection

Returns

Return Policy

INTERNATIONAL RETURNS/EXCHANGES

Return Request Form

Return & Exchange Request Form

Final Sale Policy

Contact Us

Customer Service Inquires

CUSTOMER SERVICE INQUIRY FORM

Wholesale Inquiries

International Wholesale Inquiries

International Wholesale Inquiries Only:

Wholesale Inquiries

Wholesale Inquiry Form

Press & Media

Press Pulls, Gifting/Collaborations & Other Inquiries

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