Customer Service

Contact Us

Hours of Operation: Mon-Fri 9:00am-5:00pm (Pacific)
Email: privileged@jcdossier.com
Address: 902 Canada Ct. City of Industry, CA 91748
Business Inquiries: sales@jcdossier.com
 

Returns

If you are not 100% satisfied with your purchase, return the eligible product(s) in the original packaging for a refund in accordance with our returns policy. Any product(s) that have been damaged or otherwise altered after delivery will not be accepted for return. International orders are final sale.  

 

We offer two options to return eligible product(s):

  • Self-ship option: You may ship back your order using your own trackable shipping method. We are not responsible for any lost packages.
  • We provide the label: Set up the return through our portal and we will email you a return label! A $15 label fee will be deducted from the refund when using this option. Please visit our online returns center and click HERE

 

Return Policy

You may return your order within 30 days from the date of purchase for a refund. Returns must be unworn in the condition in which they were received, and shoes must be returned with original undamaged shoe box. Store credit will be issued for items returned after 30 days up to 60 days from purchase date. Original shipping costs are non-refundable. Items sold with a 50% off or more discount from original retail price are considered final sale and will not be accepted for return.
How to initiate a Return
  • Please click here to initiate a return.   
  • Enter the email address and order number (first 4 numbers) then press the LOOK UP button. Your order will be displayed with the list of items eligible for a return . Be sure to fill out the required fields: Select the request for Store Credit, Refund or Replacement. Enter the quantity you want to return (Qty) and then choose a reason for your return from the drop down menu (Damaged Product, Wrong Product Shipped, Doesn't Fit or Other).

  • If you agree with the terms and conditions check the box and click submit. Clicking submit means that you have successfully requested a return! 

  • You should hear back from us within 1-2 business days. Please allow extra time for holidays. 
  • You will be notified via email when the status is updated.

 

Shipping Policy

Processing time of orders typically takes between 1-2 business days but we try for the same day if the order arrives before 2 pm PST. Orders placed over the weekend or during Holidays will be processed the following business day. Please account for processing time when selecting an expedited service. Shipping costs are non-refundable. We are not responsible for lost or missing packages. Please contact UPS Customer Service for shipping delays or problems once the package has left our warehouse.
We highly recommend that you be present during the scheduled day of delivery to prevent any packages from being misplaced or left unattended.

FAQs

I’m so excited about my order! How long is the wait? 
On average, we process orders the same day or within the next business days not including weekends.
Shipping orders to the US via flat rate service takes 3-5 business days.
International and Canada shipping can take 7-14 business days.
Orders are not processed or shipped on weekends or holidays. Please keep this in mind when selecting your shipping options.
Our shipping cut off time is 2pm pacific time. 
Please note that it is advisable to enter a phone number when placing your order so we are able to reach you within a timely manner, if there are any issues with your order.  
 
What happens if an item I’ve ordered is actually unavailable? 
Unfortunately, we cannot always guarantee availability of products. If the item ordered becomes unavailable or delayed, we will immediately notify you by e-mail or telephone. 
 
What happens if my package is lost during the shipping process?
We are not responsible for any lost/damaged packages. We recommend that you are present at the time of delivery or for the package to be sent to your work address. A tracking number is sent via email for easy access to track your packages progress. We ship using UPS, please contact them directly for any shipping delays or lost packages once the product has left our warehouse. 
 
Where is my order confirmation or shipping e-mail?
Sometimes we get stuck in the junk mail folder, but If you don't see us there we might have an incorrect e-mail address. In this case, e-mail us at online@jcdossier.com.
 
What is your return/refund policy? 
Please see above for more details on our return policy
 
Why do I need to verify my payment on my order?
Additional documentation may be requested for orders selected at random by our fraud prevention team for further verification before acceptance to shipping. We carefully evaluate accounts to protect our shoppers from any unwanted billings. If we are not able to get in touch with you to complete your verification, your order will be subject to cancellation without further notice.