Frequently Asked Questions

Shipping

What are your delivery times?
We process your order within 1 to 3 business days (Monday to Friday). Delivery takes 5 to 12 business days after dispatch. You receive a tracking number as soon as your parcel is on its way. Orders placed before 5:00 PM Central Time are processed the same business day. Total delivery time, processing and transit combined, is 6 to 15 business days (Monday to Friday).

How much does shipping cost?
Free shipping United States, with no minimum order value.

Where do you ship to?
We deliver to addresses within the United States. We do not ship to other countries at this time.

Which carrier do you use?
Your order is handed to our shipping partner and delivered by a national carrier. Which carrier handles your parcel depends on your delivery address and on the services available in your area. The carrier name is shown in your tracking email.

Will I pay import duties?
No. Orders ship from outside the United States and any duties or taxes that apply are settled by us before your parcel reaches you. The amount shown at checkout is the total amount you pay.

How do I track my order?
You receive an email with your tracking number as soon as your order has been dispatched. You can also follow your parcel at any time through our order tracking page, using your order number or tracking number.

Payment

Which payment methods do you accept?
The payment methods available to you are listed in full on our Payment Policy page and shown again at checkout before you confirm your order.

In which currency am I charged?
All transactions on our website are processed in USD. The amount shown at checkout is the total amount you pay.

Is it secure to pay here?
Payments run over an encrypted connection and are handled by our payment providers. Full card numbers are processed by them and never reach our systems.

Returns and Exchanges

Can I return my order?
Yes. You have 30 days from the date of delivery to request a return. Items must be unworn, unused and returned with all original tags attached.

How do I start a return?
Email info@jada-rose.com with your order number. Once your request is approved we send you the correct return address and step-by-step instructions. Please wait for that address before sending anything back.

Who pays for return shipping?
Return shipping costs are the customer's responsibility, unless the item is defective or incorrect. In those cases we cover the return shipping costs. We do not charge a restocking fee.

When will I receive my refund?
Once your return has been received and inspected, typically within 2 to 5 business days, we issue your refund to the original payment method. Depending on your bank or payment provider it can take another 3 to 10 business days before the refund appears on your statement.

What if my item arrives damaged or faulty?
Contact us at info@jada-rose.com right away, with a photo of the item if you can. We arrange a replacement or a refund and we cover the return postage.

Can I exchange an item?
The quickest route is to return the original product and place a new order as soon as your return has been accepted, so you are not waiting on stock availability.

Sizing

How do I choose the right size?
All footwear on this site is listed in US sizes. If you are between sizes or want help with a specific pair, email us and we will advise you on that item.

Contact

How can I contact you?
You can reach us at info@jada-rose.com. Our customer support team is available:
Monday to Friday: 9:00 AM to 5:00 PM (Central Time)
Saturday and Sunday: 9:00 AM to 4:00 PM (Central Time)
We aim to respond to all enquiries within 24 hours.

Business Information