Help Center

Online ordering

Which payment methods do you accept?

Judith & Charles accepts the following payment methods: Visa, MasterCard, American Express, Paypal, Google Pay and Apple Pay. Judith & Charles gift cards can also be used for online and instore purchases.

When will I be charged for my order?

You will be charged at the time your order has been shipped. You will receive a confirmation email to notify you about the shipment of your order.

How do I cancel or change my order?

If you have not yet received a shipment confirmation e-mail and you are within a timeframe of 48 hours since submitting your order (Monday to Friday), please contact customer care to check the status of your order and determine whether a modification is possible.

My card has been declined on the Judith & Charles website.

If you receive notification that your card or other payment method has been declined, please contact your bank or payment provider. Before doing so, please ensure that: 
The card details or payment information entered are correct. For example, your 16-digit code is correct and that you have selected the right card type.
The billing address is the address registered to your card. 
The 3 or 4-digit security number is correct.
Your credit card has not expired.

If you would like further assistance, please contact us.

Can I order on the phone?

Absolutely. We will be happy to assist. Our customer service team are available 9-5 Monday to Friday at 1-800-724-3921.

Can I shop in different currencies?

We accept Canadian Dollars and US dollars. If you are ordering from the US or International, you will be charged in US dollars.

Do you offer discount?

Judith & Charles do not engage in promotional offers requiring a promotional or coupon code.

I haven’t received an email confirmation for my order.

If you have a Judith & Charles account, you can check your order history by signing into ‘My Account.’ If you see that your order has been successful, but you haven’t received an email, please check that your email address is correct. You can change your details by signing into ‘My Account.’ If there is no recent order listed, it is likely your order was unsuccessful. You can place another order online or you can contact us.

How long does it take for my order to be processed?

Orders are processed Monday to Friday between 9:30am and 4.30pm EST. We aim to process morning orders the same day however, we ask that you allow up to 48 hours for your order to be processed (Monday to Friday.) Please consider that orders placed on weekends and holidays are processed on the following business day. If there is a delay with your order, we will contact you directly to explain why your order has been held up.

I haven’t received an email confirmation for my order.

Online exclusive products can only be ordered through our Judith & Charles website. You can still use our pick-up in store service for online exclusive items.

How can I add gift options to my order?

If you would like your order to be gift packaged, please indicate that your order is a gift by selecting ‘Gift’ at the checkout. You will also have the option to add a personal gift message to your order which will be hand written in a Judith & Charles card. Your gift will be placed in a white Judith & Charles box and wrapped in our own personalized tissue paper. 

Please note that orders may be shipped out from different stores and therefore, may arrive in 2 or more boxes.

Shipping

Where do you ship? 

Judith & Charles currently ships worldwide. We do not however ship to APO/FPO addresses or P.O boxes.

Which Courier service do you use? 

For deliveries in Canada, your order will be shipped by Canada Post. For US deliveries, we use the USPS courier. If you are ordering internationally, our shipment courier service may vary from Canada Post or FedEx. 

How does the Pick-up in store service work?

By choosing our pick-up in store service, you can order online and pick up your order at one of our stores in Canada. 

This is a free service and therefore, there are no shipping costs. Unfortunately, we are unable to offer this service for US and International customers. 


You will receive an email once your order is ready to be picked-up at your preferred store.If you do not pick up your order within 14 days, your order will be canceled and you will be refunded.

I have not received my delivery within the specified time period.

Please check the tracking number attached to your shipment confirmation email to see if Canada Post has listed why your package is being held up. If you think your item is lost, please contact us.

I have only received a few items of my order. Where are my other items?

Sometimes we ship orders out in 2 or more packages. Please check the tracking numbers we provided to see where the other parcels are. If you cannot find this email or your item is lost, please check your junk mail or contact us.

What are the delivery times?

CANADA 

Pick-up in store – 3 to 7 business days 

Standard Shipping - 3 to 7 business days 

Express Shipping - 1 to 3 business days 


USA 

Standard Shipping - USA - 3 to 7 business days 

Express Shipping - USA - 1 to 3 business days 


INTERNATIONAL 

Express Shipping - 4 to 10 business days

How much does shipping cost?

Our pick-up in store service is free if you want to pick up your online order at a store. Judith & Charles uses Canada Post and USPS shipping services and offers the following rates for each method: 


CANADA 

Pick-up in store - free 

Standard - $8.50 or free with purchase of $300 or more 

Express - $15.00 or free with purchase of $1000 or more 


USA 

Standard - $8.50 or free with purchase of $300 or more 

Express - $30.00 or free with purchase of $1000 or more 


INTERNATIONAL 

Standard - $55.00 


 Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. All additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.

My item is being held at customs. When will I receive my order?

Unfortunately, we are unable to control the time it will take for your order to pass customs.

Tracking a shipment

How can I track my order? 

Once your order has been shipped, you will receive a confirmation email. On this email you will find the Canada Post tracking number(s) so you can follow your package(s).

My tracking number shows that my package was delivered, but I never received it

Please check on the Canada Post website to see if someone trusted in the building has signed for your package. If your order is lost, please contact us.

I am an international customer. What rates should I expect to pay?

Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. 


Currently, duty is free up to $800 USD for USA customers per day. 


However please note that all additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.International orders may be subject to their country's respective VAT. 


Since duties vary by country, Judith & Charles does not determine these fees at the time of purchase. 


For further information regarding International taxes and duties, please contact your local customs office. 

Where can I get my delivery ordered to?

We deliver to various destinations. We do not however ship to APO/FPO addresses or P.O boxes.We now offer a ‘pick-up in store’ service. Our pick-up in store serviced enables you to order online and pick up your order at your nearest convenient store. When your order is ready to be picked up, you will receive a confirmation email. Unfortunately, we can only offer this service to customers in Canada.

I have only received a few items of my order. Where are my other items?

Sometimes we ship orders out in 2 or more packages. Please check the tracking numbers we provided to see where the other parcels are. If you cannot find this email or your item is lost, please check your junk mail or contact us.

Returns & Exchanges

How do I return my purchases?

For instore purchases, please return your item(s) to a store. 


 If you ordered online, please start a return from our Returns Center you will be prompted with all the instructions to create your return and get a refund. 


You can also drop it off at a store convenient for you. 


Please include a copy of your invoice or order confirmation email in the return package. 


Securely repackage and seal the merchandise being exchanged or returned.

How long do I have to return my order?

For online purchases:
Merchandise must be exchanged or returned within 21 days of purchase for regular price merchandise and within 7 days for items purchased on sale (excluding FINAL SALE items.)


For store purchases:
Merchandise must be exchanged or returned within 7 days of purchase for regular price merchandise. All items purchased on sale are considered as Final Sale.

You sent me the wrong item, how do I return it?

We are very sorry about this inconvenience and we will make sure to resolve this issue as quickly as possible. 


Please use our Returns Center or return it to a store convenient for you. 


We will be happy to arrange an exchange to assure that you receive the correct item. 

My item doesn’t fit, can I return it?

Providing that the tags are still attached and that the item has not been worn, you can return this item. 


If it is an online purchase, you may ship it back to head office or return it to a store. 


If you have bought an item in store, you must return this at one of our stores.

I was sent a faulty item.

We are very sorry. Please get in touch with us with a photo of the fault and we will get back to you.

If you just want to return the item, please use our Returns Center.

Do I have to pay shipping to return item(s)?

Shipping fees are not refundable unless otherwise stated by our customer care department.

I have worn my item and noticed it has become faulty. What can I do?

Please contact us and sent a photo of the fault. 


We will assess the fault and although not guaranteed, we will try to fix the item. 

Can I return items bought from wholesale?

Merchandise purchased at one of our retail stores or from other merchants carrying our label cannot be exchanged or returned online.

I have not received my refund.

If you have brought back a return in store or sent one to head office and your bank has confirmed that you have not received a refund within 10 days, please contact us.

I have missed the returns deadline.

Unfortunately, we are unable to process a refund or exchange.Please contact us for exceptional case.

I bought the wrong size; can I exchange my item?

Judith & Charles accepts exchanges within 21 days of purchase for full price merchandise. 


If it was bought in the sale, we give a timeframe of 7 days. 


Unfortunately, we cannot refund or exchange final sales items.

My Account

How do I change my account details?

Sign into your account at Judith & Charles using your email address and password. Click 'Account Details' and update your information.

What do I do if I have forgotten my password?

Visit My Account and click on the link ‘Forgot Password.’ The instructions will guide you to create a new password and will then give you access to your account.

After Sale

I bought full priced items and noticed they have been put on sale. Can I get a price adjustment?

Judith&Charles gladly honors a one-time price adjustment on full price merchandise within seven days of original receipt. Please get in contact with us and provide us with your order number. We will be glad to process a price adjustment. Items not purchased at full price are ineligible for price adjustment.

I bought my item on sale and noticed it had been marked down further. Can I get a price adjustment?

Unfortunately, items which are not purchased at full price are ineligible for price adjustment.

How do I wash my items?

We always recommend professional dry cleaning all your Judith & Charles merchandise.

Customer Service

How do I contact customer care?

  • Find us on chat on our website (available 9-5 Monday to Friday)
  • Send an email to customercare@judithandcharles.com
  • Call our team at 1-800-724-3921 EXT 205 

What size am I?

We have provided a Fit Visualizer service on our website. You can find this easy to use service just below the sizing options on the product page. Alternatively, you can speak to someone on live chat or email us with any further questions concerning the fit and measurements of our products.

My size is out of stock. Where can I find it?

Judith & Charles goal is to provide a full selection, in all size ranges, for its online clientele. 


If there is an item from our collection that is not featured on our website, or if your size is not available, please contact Customer Care. 


 You can also subscribe to receive an email on the product page which will notify you when the item becomes available.

Where is my nearest store?

Please check out store locator page.If you are in the US, we have a range of boutiques where you can buy our brand. Please contact us for more details.

How do I unsubscribe from your mailing list?

You may unsubscribe using the link at the bottom of any Judith&Charles email, or Contact us.

Gift Cards

What are the Gift Cards terms and conditions ?

The Judith & Charles Gift Card is redeemable online only. 

Please note: Gift Cards cannot be returned and are non-refundable. Additional Terms & Conditions apply to your Gift Card and evoucher. 

Use of a Judith & Charles Gift Card constitutes acceptance of the Terms & Conditions. 

Redeeming a Judith & Charles Gift Card

Gift Cards are only redeemable online. At the Payment section of the checkout, please enter your Gift Card number and unique PIN.The amount spent will be deducted from your Gift Card balance. If the total value of your Gift Card is not spent, the balance remains redeemable.To verify the remaining balance on your Gift Card, please Contact us.