Customer Service Policy for Jcrew
At Jcrew, we believe that exceptional customer service is the foundation of a great shopping experience. Our team is dedicated to supporting you at every step—from browsing our collection to resolving post-purchase questions. This policy outlines our commitment to serving you with care, transparency, and efficiency.
1. Our Service Mission
We strive to ensure your satisfaction by providing prompt, helpful, and personalized support. Whether you need assistance with an order, have questions about a product, or want to initiate a return, our goal is to resolve your inquiry quickly and to your satisfaction.
2. How to Reach Us
You can contact our customer service team through the following channel:
- Email: Send your questions, concerns, or requests to [email protected]. This is our primary support channel, and we respond to all emails promptly (see Section 3 for response times).
We may expand to additional support channels (e.g., live chat, phone support) in the future, and updates will be posted here.
3. Response Times
- General Inquiries: We aim to respond to all emails within 24 hours (Monday to Friday, excluding major holidays). For inquiries submitted over weekends or holidays, we will respond by the next business day.
- Urgent Matters: If your inquiry is time-sensitive (e.g., a pending order issue, a delivery concern), please mark your email as “Urgent” in the subject line, and we will prioritize your request.
4. Areas We Can Assist With
Our customer service team is here to help with:
- Order Assistance: Tracking shipments, updating shipping addresses (before dispatch), modifying or canceling orders (if eligible), and resolving payment issues.
- Product Information: Details about sizing, materials, care instructions, availability, or compatibility of products.
- Returns & Refunds: Guiding you through the return process, providing return authorization numbers, and updating you on the status of your refund.
- Account Support: Helping with account creation, password resets, or updating personal information in your Jcrew account.
- Feedback & Suggestions: We welcome your input! Let us know how we can improve our products or services—your feedback helps us grow.
5. Resolving Issues
If you encounter a problem with your order or our service, we follow these steps to resolve it:
- Acknowledgment: We will confirm receipt of your inquiry and outline the next steps within our standard response time.
- Investigation: Our team will gather necessary details (e.g., order numbers, product photos) to understand the issue thoroughly.
- Resolution: We will work with you to find a fair solution, which may include sending a replacement, processing a refund, or offering store credit (where applicable).
- Follow-Up: After resolving your issue, we may follow up to ensure you’re satisfied with the outcome.
6. Language Support
Our customer service team provides support in English currently. We are working to expand to additional languages to better serve our global customers, and updates will be reflected in this policy.
7. Privacy of Your Information
Any personal information you share with our customer service team (e.g., order details, contact information) is protected in accordance with our Privacy Policy. We use this information solely to assist with your inquiry and will not share it with third parties unless required by law.
8. Changes to This Policy
We may update this Customer Service Policy to reflect improvements in our support processes. Any changes will be posted on this page with a revised “last updated” date. We encourage you to review this policy periodically for updates.
Thank you for choosing Jcrew. We value your trust and are committed to making your shopping experience as smooth and enjoyable as possible.
Last updated: August 14, 2025