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 in-store purchases.
Help Center
Online orders
Which payment methods do you accept?
Can 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 we can determine whether a modification is possible.
When am I charged for my order?
You will be charged at the time your order has been placed.
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 contact Customer Care with your order number. Items not purchased at full price are ineligible for price adjustment.
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 orders within 48 hours, however we kindly ask that you allow up to 5 business days for your order to be processed during peak times.
What is the pre-order policy?
Please note that we cannot provide an exact shipping date. Depending on the volume of orders, and your place in line, please be aware that delivery of your items could take up to 12 weeks.
We cannot estimate or guarantee a specific ship date. We will ship items the moment they are available. Orders are filled first come first served. If for some reason we cannot fill your order due to an inventory or manufacturing error, we will cancel your order/refund you.
Thank you for understanding.
We will charge your credit card as soon as your pre-order has been placed.If you decide that you want to cancel your pre-order, please contact us at customercare@judithandcharles.com.
Can I place an order over the phone?
Our customer service team are available 9-5 Monday to Friday at 1-800-724-3921.
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 written correctly. 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 Customer Care.
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.
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.
Shipping
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 $2500 or more
USA
Standard - $8.50 or free with purchase of $300 or more
Express - $30.00 or free with purchase of $2500 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.
Where do you ship?
Judith & Charles currently ships worldwide. We do not however ship to APO/FPO addresses or P.O boxes.
What delivery services do you offer?
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 - 5 to 7 business days
Express Shipping - USA - 3 to 5 business days
INTERNATIONAL
Express Shipping - 4 to 10 business days
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?
Some orders are shipped 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 contact us.
My item is being held at customs. When will I receive my order?
Unfortunately, we are unable to estimate 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 custom duties 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,
For USA, duty is free up to $800 USD per customers a day.
For European Union (EU) countries under CETA (Comprehensive Economic and Trade Agreement), Judith & Charles provides a statement for all products of preferential origin (Canada & European Union). European Union orders remain subject to their respective VAT.
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, including in the European Union.
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.
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
Where can I return my order?
For in-store purchases, please return your item(s) to a store.
If you ordered online, you can generate a return shipping label through our Returns Center. You will be refunded once your package arrives at our Returns Center in Montreal. 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.
You can also drop your online order off at a store convenient for you. Please show proof of your invoice.
How long do I have to return my order?
For online purchases:
All merchandise must be in saleable condition (new, unused, unwashed, and unaltered, free of perfume and any other scent) and in its original packaging with tags attached within 21 days of purchase (7 days for sale items). Final Sale : no return and no exchange.
If merchandise isn't returned in its original selling condition, we reserve the right to deduct 20% of the returned item value.
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 a wrong or faulty item, how do I return it?
We are very sorry about this inconvenience . Please contact Customer Care and we will make sure to resolve this issue as quickly as possible.
How much is a return label?
Return labels provided through our Returns Center have a 20.00$ flat fee each, which is deducted from the total amount to refund. We are happy to cover that fee for any exchanges or store credit.
Items returned in store are free of charge.
I have worn my item and noticed it has become faulty. What can I do?
Please contact Customer Care and send 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 from other merchants carrying our label cannot be exchanged or returned at Judith & Charles.
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.
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.
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
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.
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 and in-store.
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 redeemable online and in stores. 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.
