FAQs

ORDERING & PAYMENT

What methods of payment are accepted?
We accept Visa, MasterCard, Amex, Discover, Paypal and Apple Pay on mobile. We do not accept, personal checks, money orders, or direct bank transfers. 

How safe is my personal information if I order online?
Shopping on our online store is safe and secure. You can read our privacy policy to get the full details on how we protect your privacy and personal information. 

When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.

Can I use a discount code?

Discount codes are for full priced items only. Only one discount code can be applied per order. Forgot to use one? Email us at customercare@jessicasimpson.com and we will take care of it for you!

Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just shoot us an email at customercare@jessicasimpson.com.

How do I apply a promotion code?
We love a promo code!  However, we do have a few rules: 1) Only one promo code can be used per order; 2) Your promo code must be valid to get the discounted price; and 3) you need to make sure all your items are in your shopping cart and you are ready to check out in order to use a promo code. Once you’re ready to go, on the order summary page, you will see the “Enter discount code” section. If your discount is not automatically deducted, please reach out to customer service at customercare@jessicasimpson.com. Please note, discount codes apply to full priced items only, unless otherwise specified i.e. Sale on Sale. 

How do I use a gift card?
Gift cards are just like cash—and who doesn’t love a little cash? In the payment section, simply select the “Gift Card” option and then enter your gift card number. If your payment is not accepted and your gift card is valid, customercare@jessicasimpson.com can help you figure it all out.

How do I change or cancel my order?
Unfortunately we do not provide cancellations. 

What if I put the wrong shipping address on my order?
We are unable to make changes to the shipping address once your order has been placed. Download the UPS My Choice® app on your phone to get updates on your packages. Once the package has shipped, you can update your address in the app. We are not responsible for any additional charges that occur.

Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a confirmation has been sent so, if that’s the case, you’ll need to place a new order for those additional items and return the other order. 

Why do I get an error message when I’m trying to place my order?
Most error messages are related to a billing address discrepancy—we’re only human, right? You may have entered a billing address different from the one your banking institution has for your credit card (the billing address should match exactly what your bank has on file). Just make sure to carefully review all information and look out for any typos.If you’re still receiving an error message after reviewing your credit card info, and billing and shipping addresses, take a moment to make sure you’re using the latest version of your Web browser.This generally resolves the issue.

What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)

My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “preauthorization”(translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.

However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations). 

SHIPPING

Black Friday Cyber Monday: From Nov 15-Dec 1, 2023, please allow up to 7 business days for your items to ship due to the Thanksgiving Holiday.

When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. An order placed by noon EST & 3pm PST is usually processed the same day - 72 hours, though our policy is officially 5 days from receipt of order.

Orders placed on the weekend and holidays are processed on the next business day. Express shipping orders placed Monday through Friday (excluding holidays) before 1 p.m. EST, will be shipped the sameday. Orders placed after 1 p.m. may be sent the following day.

If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.

*Please note, personalized copies of Open Book take up to 30 days to ship. 

My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number.

How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. Packages are only picked up once a day, at 5 p.m. EST.

How do I track my order?
You can start to track your package the day after you place your order. Just copy and paste the tracking number provided in your shipping email confirmation into the UPS/DHL website under “Tracking No.” for the up-to-the-minute details on your delivery.

What if UPS can’t locate my tracking number?
No need to worry: Your tracking number won’t be recognized until approximately 24-48 hours after your order has shipped (this is the time needed for the UPS online tracking system to update). After that, you’ll be able to track your package and follow it straight to your front door!

What happens if I refuse delivery of the package, or if the order is undeliverable?
Here’s the scoop: UPS will make three attempts to deliver your package. If you refuse delivery or if UPS isn’t able to deliver your order, your package will be returned to us. (Please note: Failure to contact us with changes to your delivery prior to the order being sent back will result in your item being processed as a return transaction.) Then, a refund less the $5.99 handling fee will be issued back to your original form of payment.

I think my package has been lost or stolen. What should I do?
If UPS shows they delivered your package but you did not receive it, it could mean that your package has been stolen. Likewise, if the UPS tracker can’t locate your package and it’s been more than 48 hours since it was shipped, your package may have been lost. Please contact us immediately at customercare@jessicasimspon.com for assistance if you think either of these situations have occurred. Please let us know within 30 days of attempted delivery if your package is lost, otherwise, we unfortunately, cannot help you with your lost item.

RETURNS, EXCHANGES & REFUNDS

How do I return an item?
Check out our easy, breezy return policy here. All returns must go through our return portal, no exceptions (otherwise we won't be able to track your return back to us!). Returns must be received back in our warehouse 28 days after a return is initiated. Footwear must include the original shoe box in its original condition, without postal labels. Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.

Can I exchange an item?
Yes, you can exchange your item for the a new size, color or style. You can start an exchange here.

Can I Return Final Sale Items?
We do not offer refunds or returns for final sale items. No exceptions. Additional discounts can't be used on final sale items. 

How do I return a gift?
You can exchange a gift for store credit. You can start a gift exchange here. 

How do I send a gift receipt?

Head to jessicasimpson.loop.gift and enter in your information to send a gift receipt. 

I was sent the wrong item. How can I return it?
We are so sorry if you’ve received a defective or incorrect item, and we’ll do our best to quickly fix the problem. Just send an email to customercare@jessicasimpson.com for instructions on getting a replacement or refund—and thanks for your understanding.

Why is my refund less than what I paid?
Our standard practice is that the return shipping fee and processing fee is deducted from the original order cost. Original shipping is not refunded. 

How long will it take to get my refund?
Your package can take up to 5 business days to get to us from the date you sent it back. After that, it takes an additional 7 to 10 business days for the inspection and refund to be issued. If you choose a refund to a gift card, you will receive an email notification with your gift card number which can be used immediately upon receipt. If your refund is going back to your credit or debit card, your banking institution may take a few days to update your account (we recommend waiting 24 hours after receiving your refund confirmation to follow up with your bank).

I bought a full-price item that is now on sale. Can I get a refund for the difference?
Of course! We’re happy to give you a one-time price adjustment via a gift card if you meet the following criteria:

The item you purchased goes on sale within 5 days of your order’s purchase date

You’ve contacted us during the valid period of the sale/promotion

The price adjustment is greater than 15% of the item.

If an item you purchased and price matched is FINAL SALE and you accept the price matched amount, you then cannot return that item. 

HOLIDAY 2023: From Nov 15- Dec 1, 2023, we cannot make price adjustments or apply deals to any previous orders for any of our Holiday Flash Sales or Black Friday, Cyber Monday Promotions. 

SIZE & FIT

How can I find my correct size?
We’re only happy when you feel good in what you’ve purchased. You’ll see the “Size Guide” button on each product page and in the footer of our site. Just click on that to get all of the details on the fit of our clothing and accessories. If you need a little extra help, you can send an email to customercare@jessicasimpson.com and our representatives will be happy to help, too.

What if I can’t select the size I want?
If we’re sold out of a particular size, you won’t be able to add that size and color combo to your shopping cart. (Pro tip: Sizes that are available are shown in black text. Sizes in gray text are not available.) Sometimes you’ll see the option to give us your email so we can let you know if we get more of those particular things back in stock. If you don’t see this option it means we’re completely out of the size (and we’re really, really sorry about that!).

What about plus sizes?
We want the collection to be accessible to all women and we offer plus sizes in our apparel, swimwear and maternity collections. You can find them at most major department stores, including Belk, Dillard’s, Macy’s and specialty retailers like Dia & Co, Swimwear Anywhere and Motherhood Maternity.

I’m interested in products from the Jessica Simpson Collection that I don’t see here?
You might notice some of your favorite products aren’t here but keep checking back - with over 33 product categories and thousands of products, we've got work to do! For now, here’s where you can find:

Jessica Simpson Baby (Buy Buy Baby, Dillard’s, KidBox, Nordstrom Rack)

Girls (Dillard’s, KidBox, Nordstrom Rack)

Home (Amazon, Macy’s, Wayfair)

Maternity (Destination Maternity, Motherhood Maternity, Macy’s) 

VIP PROGRAM

How do I sign up?

If you have ever shopped on JessicaSimpson.com, you’ve already been automatically enrolled using the email you’ve used to shop.

1) If you have placed an order
- We have back filled points on all purchases from 1/1/22
- Use the same email to sign up to the VIP program and you'll see your points

2) You have previously made a site account
- Use the same log-in to access your VIP rewards account

3) You have opted into both email & text at the same time
- Create a new log-in using the same email

How do I earn points?

You can either earn 1X, 1.5X or 2X points for every dollar you spend on JessicaSimpson.com depending on what tier you are in. So if you are a Sapphire and spend $200, you earn 200 Points. If you are a Ruby, you earn 1.5x the points, so if you spend $200, you get 300 points.  There are also special actions you can take to earn extra points like Liking Us on Facebook or entering in your birthday.

Do my points expire?

Unused points expire after 12 months. To remain active, you must earn or redeem points.

Once you have earned enough points for a reward, you’ll see a dropdown menu during checkout that allows you to apply your points towards money off of your purchase (200 points = $20). Select the amount you’d like to take off and that will be automatically deducted. If you return all of the items from your order, you will be refunded for the amount you spent, as well as the points used. If you return only some of the items in your order, you will be refunded the amount for the returned items on your original form of payment, and your points will not be returned. 

Can I return my order if I redeemed points for a discount?

Yes. If you return all of the items from your order, you will be refunded for the amount you spent, as well as the points used. If you return only some of the items in your order, you will be refunded the amount for the returned items on your original form of payment, and your points will not be returned. Points earned for items that were returned will be deducted from your account. So if you used a $20 coupon off of a $100 order and returned all of the items, you would receive $80 back on your original form of payment, and 200 points back into your account. If you returned $60 worth of items, you would receive $60 back on your original form of payment, but no points back. 

Where can I find all of my rewards info?

Our rewards page has all of your rewards info including your points and perks! You can access your info by logging in and visiting the page here. You can also check your points by signing in using your rewards log. Just click on the “sign in” button on our navigation. 

How is my VIP tier determined?

Your VIP tier is determined by the amount you spend in a rolling 12-month period that resets every time you earn your way into a new tier. You are automatically enrolled in our Sapphire tier upon making your first purchase or creating an account. In order to reach the Emerald tier, you must spend at least $500 within 12 months. Once you earn your way into a new tier, you have 12 months to spend that same amount to keep your tier or you can keep spending to continue to move up in the VIP tiers! As a way to say thanks to all of our loyal customers this past year, we factored in your order history since April 26th, 2021 to pre-slot you into a VIP Tier for the launch of our Rewards program!

Will I receive points for purchases I made prior to creating my rewards account?

You are in luck! We started counting your points from April 28, 2022! We're holding your points for you so all you have to do is create an account with the same email address that you used to checkout as a guest to access those points. 

VIP Troubleshooting:

I referred a friend, but did not receive my reward, why?

Your friend must make their first purchase using your referral link in order to receive your referral points, and must meet the order minimum of $100 prior to the $15 referral gift to count as a successful referral. If they have and you still haven’t received your points, just reach out to us at customercare@jessicasimpson.com

CONTACT US

We’re so happy you stopped by to visit JessicaSimpson.com. If there’s anything we can do to help you with your order, send us an email at customercare@jessicasimpson.com.

Or fill out the form here and we promise we’ll get back to you within 48-72 hours.

We reserve the right to refuse service to anyone.