GENERAL FAQ's
Our goal is to create garments that you can wash, dry, and repeat for seasons to come. We also take pride in the fact that none of our pieces require dry cleaning.
With that in mind, we go out of our way to find fibers that are long-lasting, low-maintenance, and easy to care for. Wash your garment on a warm temperature, preferably the delicate or hand wash cycle. Tumble dry your piece on low, or better yet, hang to dry in a gentle breeze! It's better for the environment.
*We suggest that you handwash some of our pieces that have a delicate knit or unique details. Please consult the tag on the garment itself or email us at hello@jacksonrowe.com if you are unsure.
We are based out of beautiful Vancouver, British Columbia, Canada. We respectfully acknowledge that the land on which we conduct our business is the unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkʷəy̓əm (Musqueam), sḵwx̱wú7mesh (Squamish) and sel̓íl̓witulh (Tsleil-Waututh) Nations. We are honoured and humbled to have the opportunity to carry out our work on this land.
Our Women's and Little Rowe lines are manufactured in factories located in Canada, Mexico, India, and China. All of our manufaturing partners promote sustainable fashion and ethical manufacturing. All mills, wash houses, screen printers, and sewing facilities are monitored and 3rd party certified for compliance with both social and environmental standards. Their supply chain is traceable and they are transparent in their operations at all times.
Our Men's line is manufactured in Canada and China.
Wherever we can, we use environmentally friendly and sustainable fabrics. Here are few examples:
Modal: made from Beech tree pulp, modal is a plant-based material that is completely biodegradable.
Lyocell Modal: A carbon-neutral product with all of the soft and luxurious qualities of modal.
Lyocell: A soft, absorbent fabric that is made from eucalyptus trees that grow quickly without irrigation or the use of pesticides.
GOTS-Certified Organic Cotton: You can learn more about GOTS-certified cotton here
Remove your jewelry before you swim in chlorine or salt water.
Remove your jewelry before participating in activities that make you work up a sweat.
Wait to put on your jewelry until after you have applied lotion, makeup or perfume.
Remove jewelry if you will be bringing it into contact with something hard. (For example, take off your ring before lifting weights or using gardening equipment.)
Store your plated jewelry where it won’t rub against other hard substances (a soft bag—one per piece of jewelry—is ideal).
Wipe your gold plated jewelry after each use using a soft cloth to remove any dirt or debris. You may also soak it for a few minutes in warm, soapy water and dry it with a soft cloth as needed (or a soft toothbrush to clean small cracks and crevices).
To restore shine, gently rub the surface of your gold-plated jewelry using a soft jewelry cloth.
What is gold plating?
Gold plating is a process where a thin layer of gold is bonded onto a base metal. Plating is quite common in the jewelry world, with gold and rhodium being two popular types. This process was invented by an Italian chemist, Luigi Brugnatelli in 1805, the first person to plate a thin coat of gold onto silver.
Is gold plated real gold?
Yes, gold plating is real gold but because of how little gold is used, such jewelry doesn’t hold the value of gold.
The purity of the gold used in gold plating ranges just like solid gold. The lowest purity is usually 10K and the highest is 24K gold. When it comes to gold plating, the main difference in these types of gold is the color it produces rather than the value. The higher the purity of the gold, the more gold-like the color is. However, the value doesn’t change much because of how little gold is used, regardless of the purity levels.
We love offering our customers a deal, but please keep in mind that all items purchased with a discount code or at a sale price are a FINAL SALE.
- No returns, exchanges, or refunds will be permitted.
- The use of discount codes (including brand ambassador codes) on top of the sale price is prohibited.
- Sale prices and discount codes are NOT retroactive and will not apply to orders purchased before the item went on sale. No price adjustments are permitted.
- We cannot combine shipments. Please place orders carefully.
*Please note: Our Brand Ambassador 15% off promo codes do not apply to our final sale policy. Please feel free to request a return or exchange on these items as long as they meet the criteria above.*
ACCOUNTS & ORDERS
We love hearing from our customers! Whether you have a comment, a question, or a complaint, we are here for you!
Email us at hello@jacksonrowe.com
DM us on Instagram @xo_jacksonrowe
DM us on Facebook @jacksonrowe
On our main webpage, top right hand corner, click on the person icon just beside our search option.
Here you can set up different shipping addresses, view previous orders, and manage your wishlist items.
Please email us at hello@jacksonrowe.com with any questions and we'd be happy to help!
On our main webpage, top right hand corner, click on the person icon just beside our search option.
This will take you to our Customer Login page where you can click the Forgot your Password? link to reset your password.
Please email us at hello@jacksonrowe.com with any questions and we'd be happy to help!
Our newsletter is the best way to keep up with everything that's going on with Jackson Rowe. You will receive information about new product launches, what's going on behind the scenes, as well as the odd discount code or two. You don't want to miss out!
Head to the bottom of this page, enter your email and you will be sent a confirmation email, and you will be on our mailing list. Easy peasy!
When you reach the Shopify Checkout screen, under your Order Summary you will see a box with purple text: ADD DISCOUNT CODE.
Click on the text and type in your discount code.
*The use of discount codes on top of the sale price is prohibited. We reserve the right to cancel an order where a discount code has been used*
*Sale prices and discount codes are NOT retroactive and will not apply to orders purchased before the item went on sale. No price adjustments are permitted*
If you have any issues with using a discount code, please email us at hello@jacksonrowe.com and we will try our best to help.
When your order ships, you will receive a shipment confirmation email that includes your Canada Post tracking number.
If you did not receive a shipping confirmation email, please email us at hello@jacksonrowe.com and we will do our best to help.
If you need to cancel or adjust your order, please email us at hello@jacksonrowe.com as soon as you can.
Because our shipping times are normally very quick, the sooner you contact us, the better. We cannot cancel or make adjustments to your order once it has been shipped.
We accept all major credit cards (Visa, Mastercard, and Discover Card), PayPal, Apple Pay, Jackson Rowe Gift Cards and Jackson Rowe Store Credit.
RETURNS AND EXCHANGES
If the product you ordered doesn't fit or is unsatisfactory or defective, you have 30 days from the date of purchase to return it for a full refund* or exchange it for a product of equal or lesser value.*excluding original shipping costs, if applicable.
Please note that the following purchases are a FINAL SALE: Sale items, purchases made with a discount code, Bodysuits, Gift boxes, Accessories (jewelry, face masks, toques, hats, socks, etc.).
Before you proceed with your request for a return/exchange, please ensure you meet the requirements:
The product(s) have not been washed.
The product(s) are not worn or damaged.
The product(s) are in re-sellable condition, meaning scent-free and clean (we love your pets but we don't want their hair on your returned items, thank you!)
The original tags are intact and included.
All sale items are a final sale, meaning no refunds or exchanges.
All purchases made with a discount code are a final sale, meaning no refunds or exchanges.
Please
note: our
Brand Ambassador 15% off promo codes do not count. Please
feel free to request a return or exchange on these items as
long as they meet the criteria of regular priced, unworn items in
original condition (Unwashed, tags intact, free of any damages, stains, odors,
or pet hair), and within 30 days of the delivery date.
Since we keep our online and wholesale streams of business completely separate, we are not able to help with any return or exchange requests for purchases made at our wholesale partners. Please consult with the store that you purchased the item from and they will be able to help you.
Please note that we only accept returns on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item
We will respond within 48 hours with a Return Authorization and an address label.
Please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package.
Please make sure to include the item slip with your return, or your refund will be delayed.Once we've received and processed your return, you will be reimbursed for the full amount of your item, excluding original shipping costs.
While we offer free shipping on all orders over $150, the customer is responsible for the return shipping charges.
Please note that we only allow exchanges on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item, the item/size/style/color that you would like in exchange
We will respond within 48 hours with a Return Authorization, an address label, and an order number for your exchange order.
For the return, please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package.
If these steps aren't followed, the shipment of your exchange order will be delayed.
Once we've received and processed your return, Customer Service will reach out to let you know that your return has been approved and that your exchange order has been shipped.
You will be provided tracking information for your new order at that time.
While we offer free shipping on all orders over $150, the customer is responsible for the return shipping charges.
We take great care to inspect each item that leaves our warehouse, but sometimes defective pieces do squeak by!
Please email us right away at hello@jacksonrowe.com with a photo of the damage.If we have a replacement item available, we will ship it out to you at no charge.
If we do not have inventory of the item in question, we will refund your purchase.
No, sorry. You can return your item and re-purchase it at the discounted price, but we do not offer price adjustments of any kind.
Once your return is received at our warehouse, your refund will be processed within 5 business days. You will receive a refund confirmation email when completed. Please note it can take up to 10 business days for the refund to show up on your account. If you do not see your refund in your account after 10 business days, please contact your financial institution.
We all love a good deal!
We are happy to offer great pricing on some of our most sought-after styles, but we ask that you leave the discount codes at the door and save them for another purchase.
We reserve the right to cancel any order that uses a discount code on top of the sale price.
All sale items are FINAL SALE. No returns, no exchanges, and no refunds. No exceptions.
Sale prices and discount codes are NOT retroactive and will not apply to orders purchased before the item went on sale. No price adjustments are permitted.
We cannot combine shipments. Please place orders carefully.
SHIPPING & LOCAL PICK UP
All orders over $150 before tax receive free shipping in Canada and the US.
CANADA
Shipping within BC for an order below $150 is $10.99. Shipping to the rest of Canada for an order under $150 is $14.99.
USA
Shipping for an order under $150 to the US is $14.99.
INTERNATIONAL
We offer a $40 flat rate for all international orders.
We work hard to get orders out within 2-3 business days of placement. During seasonal launches, sales and peak periods, please allow a delay of 5-7 business days.
CANADA
All Canadian orders are sent via Canada Post Expedited shipping which has tracking included. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.Canadian orders can take up to 1-4 business days to arrive but can be delayed during peak periods.
USA
USA orders are shipped via Canada Post to United States Postal Service after being processed through Customs. US orders can take up to 10-14 business days to arrive from the shipment date but can be delayed during peak periods. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.
INTERNATIONAL
International orders are shipped via Canada Post to your country's national postal service after being processed through Customs. Please be advised that international orders can take a considerable amount of time in transit, sometimes 2-4 weeks from the shipment date, depending on where you are in the world. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.
Please email us right away at hello@jacksonrowe.com and we will do our best to help.
We do not re-direct orders once shipped. If an order is returned to us by our mail carrier due to an incomplete or invalid shipping address entered at checkout, there will be an additional shipping charge to the customer for the second shipping attempt.
Please ensure your address is correct at checkout!
Customs and/or import duties are charged when the parcel reaches its destination country. These charges are paid by the recipient. Unfortunately, we have no control over these charges as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office about this for further information.
If you're in Canada, you will be charged the appropriate tax for your province (HST or PST) plus the GST. USA orders are subject to Customs and Duty fees as well as whichever state taxes apply to your order.
You will be advised on the product page if the item you are ordering is pre-order. In that case, your order will be shipped during the pre-order shipping window specified for that particular product.
Note that shipping dates are estimates and can be delayed due to unforeseen circumstances.
If your order contains items that are in stock, your entire order will ship once the pre-order item is available.
Please contact Canada Post, USPS or your local postal service and file a service ticket to find out what has happened with your parcel. You can do so with Canada Post here. In 95% of cases, they are able to locate your order and deliver it to you safely. If your parcel is deemed lost, please email us at hello@jacksonrowe.com and we will work on a solution.
Please note we have moved locations, and hope to offer this again in the near future.