What should I do if something from my order is missing?
Please contact our customer service at hello@emilyjonesnyc.com with your name, order number and what product is missing. If possible, include a picture of the entire order out of the package.

What should I do if I get a damaged or defective item?
Please contact customer service at hello@emilyjonesnyc.com, with your name, order number, a picture of the damaged product (not worn), and a short description of the issue. We will address this issue within 24 hours. 

I don't see a refund on my credit card. What should I do now?
It typically takes 5-7 business days for a refund to show up on a credit card. If it has been longer than 10 business days and you do not see the refund, please email us at hello@emilyjonesnyc.com with your name, order number, tracking return information, and the items you returned. We will respond within 24 hours.  

What is a pre-order?  
We offer pre-order as a way to reserve a bag in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.

Please note, pre-order ship dates are estimates and may be subject to change.  Don’t worry -- if there’s any substantial change to the expected ship date on your order, we’ll be sure to let you know.

When will my pre-order ship?
Most pre-orders ship on or before the date listed on your order confirmation or the date listed in your latest order update.  If you have any questions, please reach out to hello@emilyjonesnyc.com and we can provide a more detailed status update for your particular order.


What forms of payment do you take?
We accept Visa, MasterCard, Discover, American Express, PayPal and Amazon. When you place an order on our website, we will charge your credit card once we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped. If you are having difficulty processing payment, please email us at hello@emilyjonesnyc.com.

Where does Emily Jones ship to?
We ship to all 50 states. 

Do you ship internationally?
Unfortunately we do not ship internationally at this time.

What is Emily Jones’ return policy?

Please note our return policy:

  • All returns must be requested within 21 days from the date of receipt.

  • All items should be returned in their original packaging.

  • Shipping charges are not refundable.

  • Upon receipt of returned goods Emily Jones reserves the right to deny a refund if the merchandise does not meet return policy requirements.

Do I need to sign for my Emily Jones package?

What if my Emily Jones order is lost?
If by chance a package is lost in transit we are happy to work with you to resolve the issue but we kindly ask that you must report your lost package to the carrier before reaching out to hello@emilyjonesnyc.com.

Is it possible to modify my order once it is placed?
Once you have submitted your order, we have limited ability to make modifications. Please contact as soon as possible at hello@emilyjonesnyc.com with any requests.

How do I track my Emily Jones order once it is placed?
Once your order has been shipped, you will be sent a shipping confirmation email including the tracking number for your package.


Where do I enter a promo code?
Please enter your promotional code in the box that says “Discount code” on the checkout page and hit the “Apply” button. 

How many promo codes can I enter?
Only one promotional code will be honored per order.

For customer inquiries regarding recent orders, shipping, or processing a return, please email us at hello@emilyjonesnyc.com. For questions on products please email us at hello@emilyjonesnyc.com. Please allow 24-48 hours for a team member to get back to you.