FREQUENTLY ASKED QUESTIONS
• My Account • Product & Sizing • Ordering • Promotions • Shipping & Delivery • Order Support • Returns • Stores
My Account
Account Access
Need to reset your password? Not a problem. We’re happy to take care of you.
I cannot log into my online account — what should I do?
If you are struggling to access your online account, we recommend resetting your password and clearing your browser’s cache before following the reset link.
How can I change my account information?
To update your account details, select “Account Information” when logged in to your account.
Catalog & Preferences
How can I unsubscribe from your catalog list?
We’re sorry to see you go! To be removed from our catalog list, please visit our site at jwasdresses.com and follow the opt-out link.
How can I unsubscribe from your email list?
We’re sorry to see you go! To be removed from our digital mailing list, follow the unsubscribe link at the bottom of our emails.
How can I manage how many emails I receive?
Let’s stay connected! Visit jwasdresses.com to manage your email preferences and submit your birthday to receive a little something special each year.
How can I unsubscribe from your text messages?
We’re sorry to see you go — you may text STOP at any time to stop receiving exclusive SMS messages.
How can I request a catalog?
Sign up at jwasdresses.com to receive a catalog by mail.
Privacy
What are cookies? And how do I reset them?
Good news — you can reset your cookie settings. Clearing your browser cache and cookies will reset cookie tracking prompts. Note: doing so may log you out of other websites where you are signed in.
What is your privacy policy?
Please click here to view our Privacy Policy on jwasdresses.com.
How can I delete my account?
We’re sorry to see you go! To delete your online account, please contact our customer service team via the support portal on jwasdresses.com for assistance.
Product & Sizing
Do your styles run true to size?
For those new to the brand, we invite you to use our sizing tools to find your perfect fit! While we provide a few measurements on the product pages, try our Fit Predictor tool as well.
Our Size Guide is also available to provide general measurements. These measurements may vary depending on the SKU and are provided as a guideline, not a guarantee of fit.
Do you offer petite or plus sizes?
Discover our full range of fashion, including styles for every body — whether you’re looking for petite or plus-size options, we have something that fits your needs.
I am between sizes — what do you recommend?
Depending on the product type, we generally advise sizing down. That said, we recommend using our sizing tools (Fit Predictor, Size Guide) to assist in determining your best size. If you remain unsure, please reach out via the support portal on jwasdresses.com.
MERCHANDISE
What products are considered Specialty / Restricted Items?
Certain items such as fragrances and other alcohol-based products may be considered restricted or hazardous for air shipment. We regret that we are unable to ship specialty/restricted items to PO Box, APO/FPO/DPO or Military addresses, and in some U.S. territories and international countries.
How can I see if my local store has the item I am interested in?
Found an item you love? On jwasdresses.com, select a size and color to see availability in one of our retail locations.
Ordering
How do I place an order?
Found an item you love? To place your order, select your size and “add to cart” on jwasdresses.com. You can also check availability in-store. When you’re ready, hit the shopping cart icon to begin checkout. Be sure to create an account or sign in to redeem any promo codes.
Once your order is complete, you will receive an order confirmation to the email address provided.
Can I use more than one card on my order?
At this time, we are unable to support multiple payment methods online. If you are looking to use multiple payment methods, we recommend visiting a local retail store.
What payment methods are accepted?
We accept all major credit/debit cards (Visa, MasterCard, Discover, American Express), plus PayPal, AmazonPay, and applicable finance options. If you’re shopping internationally, your credit card company will convert the transaction into your currency.
All prices quoted on the website are inclusive of tax as required within the U.S. For international orders, any customs or import duties levied once the package reaches your destination country are your responsibility — we have no control over those charges and cannot predict or adjust them.
How do I use my Gift Card?
Our physical and e-Gift Cards can be redeemed both in-store and online.
- Shopping online: apply your gift card number (and PIN if required) at checkout.
- Physical gift cards do not require a PIN.
Gift cards are not refundable or redeemable for cash except as required by law. Gift cards cannot be used toward the purchase of additional gift cards. They are not reloadable and cannot be replaced if lost or stolen. They do not expire and have no dormancy or other fees.
What currency is the site listed in?
Prices for all of our items are listed in USD whether you are logging in from the U.S., Canada, Australia, or any other country.
What is AfterPay and how does it work?
Shop now, pay later with AfterPay! With AfterPay you can place your order now and pay in four installments directly to AfterPay. The first installment is due at purchase; the following three are scheduled either manually or by AfterPay automation. Simply select AfterPay at checkout on jwasdresses.com and you’ll be directed to their site to finalize your order and then brought back to our store.
Please note: AfterPay is available for orders between the minimum and maximum thresholds specified at checkout.
What is Bolt and how does it work?
Complete your purchase in seconds! Bolt is our checkout partner offering a faster, more secure shopping experience. Using your Bolt account unlocks One-Click Checkout and smoother login. During checkout, simply enter the email associated with your Bolt account and you’ll be verified through Bolt, then redirected back to the shopping site.
Because shopper trust and safety are important to us, Bolt helps secure personal details. For more information and to create a Bolt account, visit the Bolt website.
Can I checkout as a guest?
Absolutely! You may place an order as a guest on jwasdresses.com. Please note: logging in will give you access to more information about your order and allow redemption of promo codes.
Can I change my payment method after I place my order?
Once an order has been placed, we are unable to modify the payment method. If necessary, we may request a cancellation so you can place a new order with the correct payment.
Order Support
How long will it take to get my order?
Orders placed online are processed and shipped on business days only, Monday through Friday excluding observed holidays. Expedited orders placed after the cut-off time may not ship until the next business day. Delivery estimates are based on shipping destination and service selected — some factors (carrier transit delays, weather, customs etc.) are outside of our control.
Domestic Ground Delivery: up to 7 business days
Domestic Express Delivery: 2-3 business days
Domestic Overnight: 1-2 business days
International Ground: 5-10 business days
(Estimates may vary)
How do I know my order was shipped?
Once your order has shipped, you will receive an email with tracking number and carrier information. Orders containing multiple items may be split across multiple shipments/carriers, and may not ship on the same day. Backordered or out-of-stock items will be communicated in a separate email.
How do I track my order?
There are four ways to track your order:
- Log into your account on jwasdresses.com and view your Order History.
- Use the shipment tracking link received by email.
- Visit the carrier’s website and enter your tracking number.
- Contact our Customer Service team through the support portal on jwasdresses.com for assistance.
Why is my order not being delivered within the time estimated?
Shipping estimates are provided by the carrier; we are not responsible for unanticipated delays. Carriers may experience delays due to volume or weather. We recommend contacting the carrier directly for additional transit information.
My tracking says “Delivered,” but I did not receive it. What do I do?
If you cannot locate your package, we recommend contacting the shipping carrier first. Many times a missing delivery is misplaced or redirected to a local access point for secure pickup. If you have not received any updates within 72 hours of the expected delivery date, please submit a Support Request via jwasdresses.com and a member of our team will assist with package recovery.
What do I do if my package is stuck in customs?
If your order is held in customs, it is likely that the carrier is awaiting payment of the applicable duties and taxes. We recommend contacting the carrier directly to determine the status. Once fees are paid, your package will be released. Please note: order total at checkout excludes duties, taxes, and brokerage fees. These are determined by the customs agency of the destination country and paid to the carrier directly.
Order Editing
Can I modify/cancel my order once placed?
Once an order has been placed, we are unable to modify or cancel the order. We suggest using the return process once you receive the item if the order needs to be undone.
Can I update my billing or shipping address on an order I’ve already placed?
Regretfully, once your order has been placed we cannot modify or edit the shipping or billing address. If the package will not reach you due to an incorrect address, you may contact the courier once it has shipped to request return to sender or rerouting.
Order Concerns
My order was cancelled — what happened?
Orders may be cancelled for reasons including lack of inventory or technical/system error. If our cancellation email was unclear and you’d like further clarity, please submit a Support Request at jwasdresses.com.
I received a damaged item — what do I do?
We aim to ensure every order meets our quality standards. If you received a damaged or defective item, please report your concern immediately via the support portal on jwasdresses.com. Provide details and photos of the issue. Note: all defective items are subject to inspection upon receipt at our warehouse.
I received my order, but an item is missing.
If you received an incorrect item, color or size, please submit a Support Request via jwasdresses.com. Include your order number and details of what you received versus what was expected.
I got the wrong item — what do I do?
If you received the wrong item, color or size, please submit a Support Request via jwasdresses.com with the item SKU, name, image of what was received and your order information. Our team will assist you.
Returns
How do I return my order?
Online Purchases (US only):
To initiate your return, please visit jwasdresses.com or log into your account. Eligible items purchased online may also be returned in-store (excluding outlet locations) within 30 days of delivery. Shipping & handling charges are non-refundable. We recommend using a trackable and insured shipping method — we cannot accept liability for items not received or damaged in transit.
Returning an item purchased in-store (in-person or via phone)?
Visit a retail location for more information.
Returning an international order?
Please visit the international returns page on jwasdresses.com for instructions.
How long does it take to see my refund?
Please allow up to two weeks from the return ship date for processing. Once your refund has been processed, a confirmation email will be sent.
How do I return an item purchased at a retail store?
Items purchased in-store must be returned to a retail location (outlet stores excluded) with the original payment method.
How do I return a gifted purchase?
Gift returns may be exchanged for a digital gift card for valid online orders. If you prefer the original purchaser to receive the refund, please note that in your request and provide: order number OR purchaser’s name OR purchaser’s email, plus item SKU, color and size, and your email.
How do I make an exchange?
At this time we do not offer full-service exchanges. We recommend placing a new order for the preferred size or item as soon as possible, then initiating the return for the item you no longer wish to keep.
I am not located in the United States, how do I return my order?
Visit the international returns page on jwasdresses.com for more information.
Return Policies
What does “final sale” mean?
Merchandise purchased at more than 50% off the original price is considered final sale and cannot be returned or exchanged.
Can I return items bought on sale?
For more information, please refer to our returns terms on jwasdresses.com.
Stores
What is an outlet store and where can I find one?
Shop signature styles no longer available in our regular stores at our outlet locations. Visit the Store Locator on jwasdresses.com.
Where can I find my closest retail store?
To shop in-person, use our Store Locator on jwasdresses.com to find your closest location and confirm business hours.
Do you have international stores?
While we have not yet expanded with physical locations internationally, we invite you to visit our authorized retail partners around the world or shop online at jwasdresses.com.
Buy Online, Pick Up In-Store
When will my buy-online, pick-up-in-store order be ready?
Buy-online, pick-up orders are typically ready within 24 hours of ordering, though allow up to 2 business days to receive your pickup notification.
Can someone else pick up my order?
Unfortunately, only the person who placed the order may pick it up at this time.
Can I request a hold extension if I cannot get to the store within 3 days?
Yes. We can provide an additional 48-hour hold extension — simply contact the pickup store to avoid cancellation.
Wholesale / Retail Partners
Where else can I shop our brand?
You may shop directly online at jwasdresses.com or in our more than 70 retail partner stores and locations. Authorized retailers carry our collections as well.
Wholesale — how can I carry this brand in my store?
We’re excited by your interest in partnering with us! For more information, please visit our showroom page on jwasdresses.com.
Shopping In Store
How do I connect with a personal shopper?
Let one of our store associates find the perfect look for you with hand-picked styles shipped right to your door! Connect with a personal shopper via the link on jwasdresses.com.
Can I use my gift card in-store?
Yes! You may use your gift card in-store at any of our retail locations.