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Welcome to Customer Service

1-855-998-7363

Opening Hours

Monday to Thursday 9.00 to 5.00 PM ET

Friday 9.00 to 3.00 PM ET

MY ORDER

Can I do an exchange?

It is not possible to exchange items purchased at jack-jones.ca/veromoda.ca. If you wish to exchange, you need to return the item(s) for a refund and place a new order. All returns for refund must be in line with our Return Policy.

Can I cancel my order?

You must contact our customer service team by email or phone to cancel your order. We cannot guarantee that your order will be cancelled.

I received my order and some items are missing?

If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.

What if I've received merchandise in error or received damaged merchandise?

If you have received an incorrect product, we recommend you contact our customer service team through our contact form. They will then assist you further.

What should I do if I did not receive a confirmation email?

First, check if your confirmation email has been marked as spam in your inbox. If you cannot find your email, contact our customer service team to receive any information.

Can I change the shipping address for one of my orders?

We will do our best to change the shipping address on your order before it has shipped. Contact one of our customer service advisors contact form as soon as possible and they will assist you further.

I saw an item online, but can no longer find it. Why not?

It is possible that an item has been removed from the site due to a change in season or because it is out of stock.

Can I buy a gift card online?

It is currently not possible to buy a gift card online. You may purchase a gift card in any JACK & JONES/VERO MODA store in Canada.

SHIPPING INFORMATION

How can I track my order?

You can follow the status of your order by finding your order information here: TRACK ORDER

How long will it take to receive my order?

Orders are generally delivered within 5 to 10 business days. Note that these delivery times do not act as a guarantee. The website is dependent on Canada Post delivery, which may be affected by unforeseen delays such as inclement weather.

How long does it take for my order to get shipped?

Orders are generally shipped from our warehouse within 2 to 4 business days. Note that these times do not act as a guarantee.

Can I change the shipping address for one of my orders?

We will do our best to change the shipping address on your order before it has shipped. Contact one of our customer service advisors contact form as soon as possible and they will assist you further.

Do you ship to the USA?

JACK & JONES is offering shipping to the USA for November 25, 2016 only. All orders will be placed in CAD and must have a value less than CA$800. All orders will be shipped from our distribution center in Montreal, Canada and delivered using USPS.

Do you offer express shipping?

Currently, we only offer standard shipping with Canada Post. Orders are generally shipped within 5 to 10 business days. Note that these delivery times do not act as a guarantee.

How much is the shipping charge?

A flat rate of $4.95 is applied for shipping on each order.

PAYMENT

When will I be charged for my order?

When you place your order, your credit card will be pre-authorized for the full amount of your order. You will only be charged once your order ships from our warehouse.

Which payment methods are accepted online?

We accept payment via VISA, Mastercard and VISA Debit.

Can I pay with a gift card online?

It is currently not possible to use a gift card online. You may use your gift card in any JACK & JONES/VERO MODA store in Canada.

RETURNS AND REFUNDS

Can I do an exchange?

It is not possible to exchange items purchased at jack-jones.ca/veromoda.ca. If you wish to exchange, you need to return the item(s) for a refund and place a new order. All returns for refund must be in line with our Return Policy.

I did not receive a Return Authorization Number. What should I do?

You should receive your return authorization (RMA) within one business day following your request. If you do not receive your authorization email, first look in your spam folder of your inbox. If it is not found, contact our customer service team and they will be happy to help you.

I have returned an item. When will I receive the credit?

All returns are processed within 14 days following their arrival at our warehouse.

Are the shipping fees refundable?

Shipping fees are not refundable.