Frequently Asked Questions

Ever Since Jackie Kennedy went to Capri and brought back a flat sandal with whipstitched leather and an iconic Rondelle that would go on to become the classic Jack Rogers Sandal, we've been crafting beautiful shoes and accessories that brighten everyday. With an unmistakeable ease, effortless style, and optimistic view on life, Jack Rogers is at home wherever it goes in the world.

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.

Check our size guide here

We have a 1-year warranty policy. If the shoes were purchased in our website or at our Jack Rogers store, and if the damage has occurred within one year of purchase date, please email us images of the entire shoe - top and bottom - along with photos of the damaged area, and your order number to customerservice@jackrogersusa.com . Our production experts will evaluate each case depending on the wear and tear of the shoe and will make a decision based on the inspection of the images provided. If they determine that your order qualifies for a refund or replacement, we will inform you. A refund applies if there is a manufacturer’s defect and if the order was placed within the last 90 days. A store credit or replacement (depending on availability) applies if your order is over 90 days old but less than 1 year old.

Our text message program brings Jack Rogers straight to your fingertips. When you join our text message program, you will be granted VIP access to sale announcements, exclusive discounts, and more. To join our program, simply text JACKROGERS to 24321 and you will automatically be signed up. By joining via text, you agree to receive recurring automated marketing messages from Jack Rogers at the cell number used to send the Join text. Msg & data rates may apply. View Terms & Privacy. To opt out of the program, simply text STOP to 24321 at any time to unsubscribe for our texts.

Is your purchase not quite what you had in mind? We have a $5 return label fee applicable to returns, and offer free exchanges. We accept the return of unworn and unused merchandise purchased from www.jackrogersusa.com within 30 days from the original fulfillment date. All final sale styles (ending in $.99), monogrammed, custom, and made-to-order styles are final sale and may not be returned or exchanged at any time. Your eligible return must be accompanied by the original receipt and packaging, as well as any gift with purchase. When trying on our shoes, we kindly ask that you walk on carpet and try on with clean feet. The leather of our shoes will attract the natural oils of your feet and we are unfortunately unable to accept returns with scuffed soles or toe prints. *Original shipping charges are not eligible for refund on orders that were shipped correctly.

You can follow the steps to return or exchange your order here: https://jackrogersusa.loopreturns.com/ To locate your order number, please refer back to your confirmation email when you first placed the order. Enter your order number and your zip code or email address to get started. You can process an exchange or a return for a refund. You will be offered an Instant Refund Credit that you can use to repurchase something else right away, or you can return them for a refund back to your original form of payment. If you want this refund to go back to your original form of payment, please select the refund back to your original form of payment option. Once your return dropped off, it may take up to 3-5 business days to see the refund reflected on your original form of payment. Once you finish the steps for the return label, you can print your return label OR use the QR code. After you complete the necessary steps, a link will populate on your screen asking for your zip code to help find eligible drop off locations near you.

We accept exchanges on full priced items that were purchased directly from us within the last 30 days. Please use this link to access your return label and process the exchange: https://jackrogersusa.loopreturns.com/ To locate your order number, please refer back to your confirmation email when you first placed the order. Enter your order and your zip code or email address to get started. You should then be able to hover over the image of the shoe you wish to exchange, and select the return/exchange reason, and then be able to choose the new size you need and continue with the exchange. A new order will be placed automatically in our system and you will receive emails confirming your new order and your return. Once you finish the steps for the return label, we will email you a QR code to take your return to the post office, or you can also print your return label.

What is Happy Returns? We have partnered with Happy Returns to offer printer-free, package-free, and sustainable returns and exchanges. Simply start your return via our online portal and opt to drop off your return at a Happy Returns location! Each cardboard-free return reduces greenhouse gas emissions by 0.12 lbs per item returned. What if I can’t find my QR code? Happy Returns will email you a QR code to show at your local Return Bar. Without a QR code, they will not be able to accept your return, so please be sure to initiate the return online and get a QR code before heading to a Return Bar. You will have received your QR code in an email. If you cannot locate this email, please contact our support team at customerservice@jackrogersusa.com Can I go to any Happy Returns location? Yes, you can go to any Happy Returns location. Locations can be found here: https://locations.happyreturns.com/ When will I receive my refund or exchange? Your refund or exchange will be processed within 24 hours after drop off at a Return Bar.

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 customerservice@jackrogersusa.com. Please be sure to include your order number in your inquiry email.

We offer free shipping on all US orders over $75 (after discounts and before taxes are applied). We do not offer free shipping if your cart has sale items only. We are unable to ship to AFP/FPO/DPO addresses. We do not ship internationally. You will receive an email with tracking information and an estimated delivery date once your order ships.

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.

Orders that exceed $75 qualify for free shipping, however, this promotion does not apply to carts that only contain sale items. For all orders that are under $75, a standard shipping fee of $10 will apply. Please note that this fee is in addition to any applicable taxes and will be added to your total order amount. We also offer expedited shipping options for an additional cost, including 2nd day and overnight delivery.

We process and ship orders from our warehouse Monday through Friday. All orders begin processing the following business day and orders placed Saturday-Sunday will begin processing the following Monday.

**In the effort to be extra cautious and safe, our warehouse is putting extra care in shipping out your goods. Please allow 1-2 weeks for your item to ship. We appreciate your patience and your business.

 

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

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

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

 

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 customerservice@jackrogersusa.com

Jack Rogers welcomes payment by PayPal, Apple Pay, Amazon Pay, Visa, MasterCard and American Express. Credit card transactions are securely processed by Stripe.

Your payment method will be charged right after you place your order. If your order contains multiple items, the items may ship separately. If items ship separately, you will be charged the total order amount up front.

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.

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.

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.

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.

Yes, we currently charge sales tax for orders shipping to all states besides: Alabama, Alaska, Arizona, Delaware, Federated Micronesia, Guam, Idaho, Marshall Islands, Mississippi, Montana, N. Mariana Islands, New Hampshire, New Mexico, Oregon, Palau, Puerto Rico, US Minor Outlying Islands Virgin Islands. Taxes vary depending on state and location and are subject to change in accordance with state and local tax laws.

 

As a registered Jack Rogers user, you agree to receive e-mails critical to your account and transactions 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. To better manage your email preferences you can visit the below link: https://www.jackrogersusa.com/pages/preferences

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.

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 customerservice@jackrogersusa.com

If you would like to change the email address connected with your account, please contact Jack Rogers Customer Service via email at customerservice@jackrogersusa.com

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 customerservice@jackrogersusa.com

 

 

JR Rewards values our loyal customers by giving points towards promotional discounts, free shipping, early access to sales, and more!

By creating an account, and going to our rewards program page: https://www.jackrogersusa.com/pages/rewards Once you are logged in and have an email associated with you account, you will start receiving rewards and updates.

Every dollar you spend is a point, our first reward is a $10 off coupon worth 250 points, and our next coupon is $20 off at 500 points. The more you spend, the more points you earn. Learn more here: https://www.jackrogersusa.com/pages/rewards Your points expire after 6 months, you will get reminder emails to use them before they expire!

Once you earn enough points for a reward, you will receive codes in your email that you can use on our website towards a purchase. You can also keep track of your points by logging into your account here: https://www.jackrogersusa.com/pages/rewards. If you ever have questions or want to learn more about your points, you can email us at customerservice@jackrogersusa.com Your points expire after 6 months, you will get reminder emails to use them before they expire!

You must have a Jack Rogers account to access either program. If you don’t yet have an account, please visit this link and follow the prompts to create one: https://www.jackrogersusa.com/account/login Once logged in- go to the rewards page: https://www.jackrogersusa.com/pages/rewards You will see a refer a friend-complete activity section which will give you your shareable code for $10 off your friend's first purchase and earn 300 points if they spend over $50