FAQ

Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that it cannot be read over the internet.

In the event that your credit card was declined you will need to contact your financial institution to determine the cause. If your BILLING address is not entered correct your credit card will be declined.

We accept Visa, MasterCard, American Express, Discover and PayPal. We are unable to accept cash, checks or any other form of payment.

Please go to Customer Service and fill out a Customer Service ticket. OR call us at 1-855-598-3810. Our business hours are M-F 9:00-4:30 CST.

J. Renee Retailer Shoes is not liable for lost or stolen packages.

We recommend contacting the shipping carrier as soon as your package states delivered and you're not able to locate it. Should you still need assistance, please open a customer service ticket with us.

Please ensure that your shipping address is correct and that it can accommodate deliveries. If a package is marked as undeliverable and returned to our warehouse, it will be processed as a return (minus shipping, if applicable) and you must place a new order to receive your items.

• Free shipping via UPS Ground Saver within the 48 contiguous States only.
• Shipping rates apply for Alaska and Hawaii through UPS only.
• Orders placed in the US will only accept US credit cards with US billing addresses.
• We do not ship outside of the US if the order is placed in the US. See "International Orders" section below.

• We partner with iGlobal, a global e-commerce provider, to offer international shopping.
• iGlobal allows prices to be displayed in the appropriate currency and will provide a final total at checkout.
• Click on the flag at the bottom of our website and select the country you would like the order delivered to.
• Promotional codes are not valid on international orders.

Orders received before 1:30 pm Central Standard Time (Monday thru Friday) should ship the same day. Orders received after 1:30 pm Central Standard Time should ship the following business day.

Shipping charges are non-refundable and calculated at the time of your order. The number of pairs in your order and your location will determine the shipping cost. We charge actual UPS shipping charges.

We ship exclusively via UPS for domestic orders and via iGlobal for international orders.

Your shipping confirmation email will contain a link to track your shipment. This link will include carrier details such as the tracking number. If you do not see this email in your inbox, make sure to check your spam or junk folders.

You have 30 days from the time you receive your items to decide if they are right for you. We suggest promptly (within 1 week) trying on shoes indoors and on a carpeted area, taking care not to step on dirty surfaces. Try them on in the evening (feet tend to swell throughout the day depending on your activity level) for proper fit and comfort level. You may return your merchandise in the original packaging for any reason as long as the original purchase was made on https://www.jrenee.com/ and the shoes are UNWORN. We will not accept items that show signs of being worn. Refunds will be credited to the original form of payment. Use of coupons will be forfeited from your order. Once the return has been processed, you will receive a return email confirmation. Please allow 10-14 business days for the credit to show on your statement.

Please Note: We cannot process returns for purchases through other retailers.

Final Sale Items:  We are unable to accept returns on any items marked as Final Sale

J. Renee Retailer guarantees against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify.

We are unable to offer exchanges. If you would like the same shoe in another size or style, simply place a new order. Send back the shoes you want to exchange as a return and you will receive a full refund in accordance with our return policy.

Step One: Fill out the return portion of the form included in your original shipment with your order number and reason for return.
Step Two: Repackage your unworn merchandise in its original packaging and include the completed form.
Step Three: For domestic returns click the following link to print a UPS Return Label:

International returns (orders placed outside of the U.S.) are not eligible for a refund on taxes, shipping, or any additional fees.

Sign up for our email list to be notified of upcoming events and offers. The most exclusive rewards are reserved for our members, so don't forget to sign up for J.Rewards. Members get exclusive perks and earn points with each purchase. Rewards add up fast, so make sure you sign up to start getting the VIP treatment.

We do not have a specific markdown schedule, but we encourage you to check the site regularly to see if your favorites have been recently marked down.

For products designated “Final Sale”, returns and exchanges are not eligible.

Before using any promotion, be sure to check our terms and conditions for specific guidelines and restrictions. Valid promo codes must be applied at checkout to receive discount. Promo codes cannot be combined. Online offers have no cash value and are not redeemable for cash. Promo codes cannot be applied retroactively after purchase. Credit is not issued for promo codes that were not applied at checkout. If you are having difficulty applying a promo code, please contact us. Our phone agents are available M-F 9:00-4:30 CST. Customer Service tickets are answered ASAP after these hours. Please do not submit multiple tickets as that may delay a response. Promotional pricing during sales events is valid only during those events and may not be applied towards past or future purchases.

If you have any other questions regarding our website please go to Customer Service and fill out a Customer Service Ticket.