Frequently Asked Questions

General

About Jack Rogers

Jack Rogers shoes had an inspired beginning on the isle of Capri in the early 60s. It was the heyday of the international jet set, a swirl of famous faces and names, lounging poolside in colorful caftans, wearing sherbet shades against the Mediterranean backdrop. Chic as it was, one person stood out as the most vibrant of all: Jackie Kennedy. The First Lady, known for her impeccable style, never looked better than when she was off-duty—with her innate charisma, she had a way of making simple pieces look absolutely sublime.

It was on one of these Italian holidays that Jackie first met the shoe style that would become the Classic Jack Rogers Sandal, a flat sandal characterized by whipstitched leather and an iconic rondelle. On her return to Palm Beach, Jackie brought the shoe to a local cobbler and an icon was born. Easy and elegant, it quickly became a warm weather essential for women of all ages—not to mention their sisters, best friends and daughters.

Whether you've been wearing our Classic Sandals for years or you're starting a new collection, Jack Rogers is a celebration of shared moments and histories. Our designs are inspired by the easy effortlessness of a day spent among sisters and best friends. Slip them on with your favorite jeans and feel perfectly polished (whether or not your toes are). Like your mom before you, or your daughter someday, you can't help but make them your own.

American in spirit, Jack Rogers was born out of resort style but has evolved into a lifestyle collection of year-round pieces. From the Classic Sandal's iconic whipstitching and rondelle motif to our full collection of footwear and handbags, our designs exude a confident, born-with-it sense of style. They're the pieces that take you from an afternoon bike ride to evening cocktails and the ones you never forget to pack, wherever you're headed. A pop of color, an unexpected detail, a feeling of coming home...no matter where you are, that's Jack Rogers.

Jack Rogers Retail Stores

Jack Rogers has Retail Stores in Atlanta, East Hampton and New York City. Stop by and say hello!

Sizing Information

All footwear is fit tested to be as true to size as possible. Please note that Jacks sandals are handmade, and the size may be handwritten on each sandal. Half sizes for Jacks sandals may be noted with a dash, for example size 7.5; may be marked on the inner sandal as 7--. All other footwear is available in whole and half sizes as noted.

Exclusive Products

Products with the word “Exclusive” in the product name are products that are especially designed and produced for www.JackRogersUSA.com and our Jack Rogers Retail Stores. They cannot be found at any of our partner stores. These styles are available in limited quantities and typically are not re-stocked.

Monogrammed and Custom Products

Jack Rogers Monogrammed and Custom styles are handmade especially for you! They can take up to 6 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. Unfortunately we are unable to rush Monogrammed and Custom styles and since they are made-to-order, they are final sale and cannot be returned or exchanged for any reason. At the time of shipment, we may contact you via telephone or email to confirm your credit card information as law and our systems require securely stored credit card information to be discarded after 30 days. These styles are shipped via FedEx and cannot be delivered to a PO Box.

 

Shipping

How can I check the status of my order?

If you checked out by logging into your Jack Rogers account, you may check the status of your order by logging into your Jack Rogers account and clicking on the View Order History tab.

Customers who checked out as a guest can check the status of their order by contacting Jack Rogers Customer Service via email at [email protected]. Please be sure to include your order number in your inquiry email.

Where do you ship? Do you ship internationally? Do you ship to AFP/FPO/DPO Addresses?

We offer free shipping on all US orders over $75 via USPS (after discounts and before taxes are applied). Unfortunately, we do not offer international shipping and we are unable to ship to AFP/FPO/DPO addresses. You will receive an email with tracking information and an estimated delivery date once your order ships.

Jack Rogers Monogrammed and Custom styles can take up to 4 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. These styles are shipped via USPS.

Jack Rogers reserves the right to hold any order for suspected fraud and/or billing and shipping validation. Affected customers will be notified by Jack Rogers Customer Service.

What shipping methods do you use?

We offer free shipping via USPS for orders over $75 (after discounts and before taxes are applied). We offer shipping for $10 via USPS for orders less than $75. You may also choose to expedite your order’s shipping method via UPS 2nd day or overnight delivery for an additional cost.

How long will it take for my order to be processed and shipped?

We process and ship orders from our warehouse Monday through Friday. Orders with standard shipped are usually fulfilled and shipped within 5-7 business days (M-F) of purchase, unless otherwise noted. All orders begin processing the following business day and orders placed Saturday-Sunday will begin processing the following Monday.

Orders placed with USPS Standard Shipping usually arrive within 7-9 business days from the day the order was placed.

Orders placed with UPS 2nd Day Air Shipping are prioritized and usually arrive within 2-3 business days from the day the order was placed. Delivery excludes Saturday, Sunday and holidays.

Orders placed with UPS Overnight Shipping are prioritized and usually arrive within 1-2 business days from the day the order was placed. Delivery excludes Saturday, Sunday and holidays.

How can I cancel or change my order?

Unfortunately, we are unable to cancel or change an order once it is placed. If you have additional questions about your order, please contact Jack Rogers Customer Service via email at [email protected]

How long does it take to receive Monogrammed or Custom orders?

Jack Rogers Monogrammed and Custom styles are handmade and can take up to 4 weeks to be produced and shipped, regardless of the shipping method chosen at checkout. Unfortunately we are unable to rush Monogrammed and Custom styles and since they are made-to-order, they are final sale and cannot be returned or exchanged for any reason. At the time of shipment, we may contact you via telephone or email to confirm your credit card information as law and our systems require securely stored credit card information to be discarded after 30 days. These styles are shipped via USPS.

 

Returns

What is your return policy?

We accept the return of unworn and unused merchandise purchased from www.JackRogersUSA.com within 30 days from the date of original purchase. Your return must be accompanied by the original receipt and packaging, as well as any gift with purchase. Eligible refunds will be made in the form of original payment. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned. All items ending in $.99 are Final Sale and are not eligible for return or exchange. We are also unable to accept returns of Jack Rogers products that were not purchased from www.JackRogersUSA.com or from our Jack Rogers Retail Stores; if your purchase is from one of our wholesale partners (department store, specialty store or online retailer), please contact them directly. We do not offer price adjustments of any kind. Any purchase made during the Private Sale cannot be returned or exchanged.

When trying on our shoes, we kindly ask that you walk on carpet and try on with clean feet. The leather soles of our sandals will attract the natural oils of your feet and we are unfortunately unable to accept returns with scuffed soles or toe prints.

Can I exchange the item I just received?

Unfortunately we do not offer exchanges as our stock levels are constantly changing. So that you do not miss out on a style that you would like, please ship back your original order as a return and immediately place a new order for the correct item. Please contact Customer Service via email at [email protected] if you need assistance placing your new order.

How do I receive my prepaid return shipping label?

Have an account? Great! Please complete the Return Merchandise Authorization (RMA) form by logging into your Jack Rogers Account here

Checked out as a guest? Not a problem! Please click here to locate your order and complete the Return Merchandise Authorization (RMA) form

Once we receive your completed Return Merchandise Authorization form, you will receive an email including a link to USPS where you will be able to print your prepaid return label. Please be sure to note the USPS tracking number of your prepaid label; we unfortunately will not have a record of the tracking number in our system. Please do not hesitate to contact our Customer Care team if you have any questions or difficulties processing your RMA form or printing your prepaid label. If your order status is “In Progress”, please reach out to us at [email protected], and one of our customer service representatives will email you a prepaid return label within 1-2 business days.

We offer complimentary outbound and return shipping via the United States Postal Service. Please allow up to 14 business days from the date your return is received at our warehouse for us to process your return.

Unfortunately we are not able to refund any expedited shipping costs associated with your original order.

If you decide to ship the return via a different carrier of your choice, please include the completed return form on your original receipt and send to:

Jack Rogers Returns
c/o Ameriworld
3325 NW 70th Avenue
Miami, FL 33122
May I return an item purchased at www.JackRogersUSA.com to a Jack Rogers Retail Store?

Yes! For your convenience, all www.JackRogersUSA.com purchases may be returned to our Jack Rogers Retail Stores in Atlanta, East Hampton and New York City with your receipt and original packaging. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned to our retail stores at any time.

How long do I have to ship back my return?

We accept the return of unworn and unused merchandise purchased from www.JackRogersUSA.com within 30 days from the date of original purchase. We must receive your return at our warehouse no later than 45 days from the date of original purchase. Your return must be accompanied by the original receipt and packaging, as well as any gift with purchase. Eligible refunds will be made in the form of original payment. We reserve the right to ship back to the customer any return that we receive that is not in compliance with our return policies. Please note that all monogrammed, custom, made-to-order and final sale items may not be returned. All items ending in $.99 are Final Sale and are not eligible for return or exchange.

I received my order and received an incorrect or damaged item.

In the event that we processed your order incorrectly or if you received a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense. Jack Rogers will provide a pre-paid shipping label to expedite the return. To receive your shipping label and arrange to replace your product, please contact Customer Service via email at [email protected]

If your Jack Rogers product has become damaged after wearing and it is within one year of you purchasing them from www.JackRogersUSA.com or a Jack Rogers Retail Stores, please email [email protected] and include your contact information, online order number or store location, style details, damage details and photos of the damage, including the top and bottom of the shoe.

Can I return my Monogrammed or Custom order?

Jack Rogers Monogrammed and Custom styles are handmade and made-to-order especially for you. They are final sale and cannot be returned or exchanged for any reason.

Can I return Jack Rogers products purchased from another retailer, such as a department store, specialty store or online retailer?

We are unable to accept returns of Jack Rogers products that were not purchased from www.JackRogersUSA.com or from one of our Jack Rogers Retail Stores; if your purchase is from one of our wholesale partners (department store, specialty store or online retailer), please contact them directly.

 

Billing

What payment methods can I use with Jack Rogers?

Jack Rogers welcomes payment by PayPal, Visa, MasterCard and American Express. Credit card transactions are securely processed by Authorize.net.

When will my payment method be charged?

Your payment method will be charged once your order ships. If your order contains multiple items, the items may ship separately. If items ship separately, you will be charged the total order amount when your first item ships.

Will you notify me if there’s a billing issue with my order?

If there is a billing issue with your order we will contact you by calling the telephone number provided on your order. If we are unable to reach you by telephone, we will also email the email address provided on your order.

How can I use a promotion code?

From time to time we may have a special promotion code that can be applied to your order by entering the promotional code in the space provided on the Checkout page and hitting the "apply" button. The value of the promotion will be applied to your order and will not appear as a separate line item. Please note that only one Promotional Code may be used on each order.

How can I purchase an e-gift card?

Jack Rogers e-gift cards make the perfect gift! Our e-gift cards will be delivered directly to the gift recipient via email and can be purchased here in the amounts of $50, $75, $100, $200 and $300. Please note that e-gift card orders begin processing the next business day and the e-gift card order must be invoiced before the e-gift card email will be sent.

How can I use my e-gift card?

To redeem your Jack Rogers e-gift card, simply add your items to your shopping cart and when you are ready to checkout, add your e-gift card code to the “Gift Cards” field on the left side of the shopping cart. Once you’ve added your e-gift card code, proceed with the checkout steps.

Does Jack Rogers charge sales tax?

Yes, we currently charge sales tax for orders shipping to Florida, Georgia and New York, based on state and local laws. Taxes vary depending on state and location and are subject to change in accordance with state and local tax laws.

 

My Account

How will Jack Rogers contact me?

As a registered Jack Rogers user, you agree to receive e-mails critical to your account and transactions(s) or for marketing purposes about Jack Rogers products.

You may unsubscribe from our email newsletters by click the “unsubscribe” option at the bottom of the email. If you unsubscribe, you will continue to receive transactional emails about any orders that you place.

How can I create an Account?

Click “Sign In” on the top right of the screen and on the bottom of the display window, click “Create an Account” and follow the steps.

I’m having trouble logging into my account

If you are having trouble logging into your account, try setting your password by clicking on “Forgot Your Password” on the Sign In page. If you’re still having issues, please contact Jack Rogers Customer Service via email at [email protected].

How do I change my email address?

If you would like to change the email address connected with your account, please contact Jack Rogers Customer Service via email at [email protected]

How do I change my password?

Click “Sign In” on the top right of the screen and the click on “Forgot Your Password” and follow the steps to change your password. If you’re still having issues, please contact Jack Rogers Customer Service via email at [email protected]

Contact Information

Customer Service

We'd love to help you! Please email us (and Live Chat is coming soon)!
[email protected]
*Please note, due to a high volume of peak season inquiries, our current reply time is within three-five business days. If your product is out of stock, your order will be cancelled and you will be refunded the full amount in 5-8 business days. If you do not see a refund, please email us only and include your order number. We want you to be saying #lovemyjacks as soon as possible!
Hours
Monday-Friday, 9 AM to 4:30 PM EST
Wholesale Inquiries
[email protected]
Press Inquiries
[email protected]

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