At Jordan Craig, we stand behind our products. This page explains how to return or exchange an order, refund timelines, fees, and the rules around Final Sale items and our TRUE membership. In short: eligible items can be returned or exchanged within 30 days of the purchase date, unwashed, unworn (aside from trying it on), unaltered, and with all garment tags and original packaging where possible.

Quick summary

• Return window: 30 days from the purchase date.
• Item condition: unwashed, unworn (aside from trying it on), unaltered, all tags attached.
• Refund timeline: up to 7 business days to appear after approval, back to your original payment method.
• Best coverage: add Neighborhood Watch by Redo at checkout for the most flexible returns and exchanges.
• Start a return: use our USA returns portal.

Neighborhood Watch by Redo

We partner with Redo to offer Neighborhood Watch by Redo (also called Neighborhood Watch) so you get the best possible return and exchange experience. It lets you return unwashed, unworn (aside from trying it on), unaltered, or defective merchandise — with all garment tags and original packaging where possible — within 30 days of the purchase date. All returns are subject to verification of the original sale, and Jordan Craig reserves the right to limit returns.

Neighborhood Watch by Redo also gives you one free exchange on items that are Final Sale and No Return. If an item is Final Sale and No Return and you did not purchase Neighborhood Watch by Redo, we cannot accept a return. If your order included a Mystery Box and you'd like to return it, email [email protected].

Package protection (lost, stolen, or damaged)

If your order includes Neighborhood Watch by Redo and your delivery is lost, stolen, or damaged, you're eligible to have the exact same products re-shipped to you once. Coverage excludes warranties, Neighborhood Watch by Redo, shipping costs, taxes, and customs fees & duties. Because of our partnership with Redo, Redo has the final decision on whether a claim is approved; Jordan Craig is not responsible for claims Redo does not approve.

You are responsible for checking whether Neighborhood Watch by Redo is included in your cart. If you purchase without it, your return and exchange options are limited and fees may apply. We highly recommend adding it at checkout.

Return policy

First, second, or third purchase

For your first, second, or third purchase on jordancraig.com, we do not offer returns unless you purchased Neighborhood Watch by Redo. If you were sent defective merchandise, you may be eligible for a free exchange (see Defective Merchandise).

Fourth purchase and beyond

Once you've placed four or more orders on jordancraig.com with the same email address, you can return most items for a $12.99 reprocessing fee. Orders containing a Mystery Box can't be returned (we recommend buying Mystery Boxes as their own order). Items marked FINAL SALE or No Returns are not eligible, and orders placed with a Final Sale coupon code can't be returned or exchanged unless you purchased Neighborhood Watch by Redo (which grants one free exchange). Eligible items must be unwashed, unworn (aside from trying it on), and unaltered, returned within 30 days. All returns are verified against the original sale, and we may limit returns. Items showing wear or damage (pet hair, dust, mud, alterations, odors, etc.) may be refused and discarded without a refund.

TRUE members

TRUE Annual members receive free returns on all orders except Final Sale items, and can return orders containing Mystery Boxes. TRUE Annual members also get one free exchange when an item is Final Sale or the order used a Final Sale code. If we determine a member is abusing this policy, we reserve the right to revoke free returns. TRUE members paying $19/month are not eligible for free returns unless they purchased Neighborhood Watch by Redo.

Exchange policy

First, second, or third purchase

Exchanges are allowed on your first, second, or third purchase. With Neighborhood Watch by Redo you get a free exchange; without it, you can exchange most items for a non-refundable $19.99 restocking fee per exchange request. Mystery Box orders can't be exchanged, and FINAL SALE or No Returns items aren't eligible. Items must be delivered unwashed, unworn (aside from trying it on), unaltered, with all garment tags, and sent back within 30 days. If an exchange doesn't meet our requirements, we may refuse it and issue the $19.99 as store credit instead of shipping a replacement.

Fourth purchase and beyond

With four or more orders on the same email address, you can exchange most items for a $12.99 reprocessing fee, applied to all requests. Mystery Box orders can't be exchanged, and FINAL SALE or No Returns items aren't eligible. We accept unwashed, unworn (aside from trying it on), unaltered, or defective merchandise with all garment tags and original packaging where possible, within 30 days. Exchanges are verified against the original sale and may be limited. Items showing wear or damage may be refused and discarded without a refund. If an item never reaches us, you won't be eligible for an exchange; any restocking fee paid is converted to store credit.

TRUE members

TRUE Annual members receive free exchanges on all orders and can exchange orders containing Mystery Boxes as well as Final Sale and No Return items. We reserve the right to revoke free exchanges if the policy is abused. TRUE members paying $19/month are not eligible for free exchanges unless they purchased Neighborhood Watch by Redo.

You may make only one exchange per item. If you used a discount on a product you're exchanging, the exchange value equals what you actually paid.

Defective merchandise

If your original purchase arrived defective, you're eligible for a free exchange for the same product in the same size. To qualify, the item must have arrived defective and be unwashed, unworn (aside from trying it on), unaltered, with all garment tags, and sent back within 30 days. All defective claims are verified against the original sale. Items showing wear or damage (pet hair, dust, mud, alterations, odors, etc.) may be refused and discarded. If the defective item is confirmed but sold out, you'll receive store credit equal to what you paid (excluding warranties, shipping, or taxes).

Items damaged through normal wear and tear are not considered defective. Items received as part of an exchange or package protection are final and are not covered by this clause.

How to start a return or exchange

(This does not cover package protection claims — see below.)

1. For all USA orders, start your return or exchange in the returns portal.
2. Enter your order number with a # and capitalized JC — for example, #JC30521. Formats like jc30521 or #Jc30521 won't be read correctly.
3. Use the same email address from your order (you can also use your ZIP code).

We recommend recording your return tracking number and keeping it until your request is processed. We don't accept C.O.D. deliveries. If you don't use the prepaid label from our portal, return shipping is at your expense.

How to start a package protection claim

If your USA order included Neighborhood Watch by Redo, file a package protection claim here. TRUE Annual members can file a claim through the same portal. Package protection covers items that are lost, stolen, or damaged. Because of our partnership with Redo, Redo has the final decision on approval.

Receiving a refund

Approved refunds are credited to your original payment method. Orders shipped within the US have all sales taxes refunded. Refunds can take up to 7 business days to appear on your account, depending on your payment provider's processing times.

Late returns

Returns must be sent back within 30 days of receiving your order. Goods received after this point won't be accepted or returned to you.

Gifts

To arrange a gift return, email [email protected] and we'll help.

Product colors

We do our best to display product colors accurately, but monitors, tablets, and phones vary, so we can't guarantee your screen shows exact colors. Because all denim is hand-washed, there will also be some natural color variation from piece to piece.

Wrong item sent back to us

Jordan Craig doesn't store items sent to us by mistake; when appropriate, we donate or recycle them. If you accidentally sent us the wrong item, email [email protected] as soon as possible. We can't guarantee your item will be found, and no compensation is provided for incorrect items sent to us.

Declined returns

If we decline a return, our Customer Service team will email you. Jordan Craig has full discretion to accept or reject any return or exchange. If your request isn't approved, you can have the item shipped back at your expense, or we'll dispose of it at our reasonable discretion. To have items returned to you, send a paid shipping label to [email protected] within 7 business days of the first notification. If we don't receive a paid label within 7 business days, we'll dispose of the item at our reasonable discretion.

Discount codes

Discount codes are not reinstated when merchandise is returned.

Frequently asked questions

How long do I have to return an item to Jordan Craig?

You have 30 days from the purchase date to send an eligible item back. Items must be unwashed, unworn (aside from trying it on), unaltered, and have all garment tags attached.

How long do Jordan Craig refunds take?

Once your return is approved, refunds are issued to your original payment method and can take up to 7 business days to appear, depending on your payment provider.

Is there a fee to return or exchange an item?

Returns cost a $12.99 reprocessing fee for eligible customers, and exchanges without Neighborhood Watch by Redo carry a $19.99 restocking fee. Neighborhood Watch by Redo and TRUE Annual membership can waive these fees.

Can I return Final Sale items?

Final Sale and No Return items can't be returned. If you purchased Neighborhood Watch by Redo, you're eligible for one free exchange on those items.

How do I start a return?

Use our USA returns portal, enter your order number as #JC + your number (for example #JC30521), and use the same email or ZIP code from your order.

What if my order is lost, stolen, or damaged?

If your order included Neighborhood Watch by Redo, file a package protection claim in the returns portal. Redo reviews and approves these claims.