Shipping & Returns


 Jack and Lily offer the following shipping options for delivery within the US, Canada and International destinations. We use reputable shipping companies and couriers to ensure safe handling and timely delivery. We are happy to offer the following shipping methods to our customers at this time.

United States
Regular (5-7 business days)
Flat rate charge per shipment: $7.00 USD

Express (3-5 business days)
Flat rate charge per shipment: $20.00 USD

Regular (5-7 business days)
Flat rate charge per shipment: $7.00 CDN

Express (3-5 business days)
Flat rate charge per shipment: $20.00 CDN

Regular (up to 2-3 weeks)
Flat rate charge per shipment: $20.00 USD

Express (5-7 business days)
Flat rate charge per shipment: $50.00 USD

Any orders placed after 10:00am (Pacific Standard Time) will not be processed until the next morning. For example, if we receive an order at 12pm on Friday, it will not be processed until Monday. Business days are Monday through Friday, excluding holidays determined by carriers.

Shipping Details
All shipping charges are based on a flat fee shipment/per address
Holidays may add an extra day to delivery times
Separate order must be placed when sending to more than one destination

Returns & Exchanges

We want you to love your Jack and Lily product. If,  for any reason, you would like to exchange or return an item purchased from* within the last 3 months,** we are happy to replace it with another selection or refund the credit card used for the purchase. Just repack the unused item in its original packaging (if possible) with the packing slip and follow these simple steps:

  1. Contact our customer service department by emailing or calling toll-free 1-877-995-8367 with your purchase order number to authorize your reason for the return/exchange***
  2. We will email you a refund / exchange form
  3. Fill out the applicable section of the form and return it with the shoes to:

Jack and Lily
Return / Exchange
1680 W.75th Avenue
Vancouver, BC
V6P 6G2

* Merchandise purchased from a third party retailer/site should be returned or exchanged where it was originally purchased. We cannot return or exchange any items purchased from third party retailers or sites.

** All returns/exchanges must be made within 3 months of the date of purchase. We cannot accept returns/exchanges (for any reason) for shoes purchased outside of this window.

*** If you do not have access to the order number then the name, email address, and/or phone number associated with the order must be provided.

Please note: customers are responsible for exchange/return shipping fees if the reason is anything other than a manufacturing defect. For example: the wrong size was ordered, or you prefer a different style.

If returning your package from outside of Canada, please use REGULAR PARCEL POST (USPS) ground shipping as this is the most cost effective method. We cannot accept returns shipped via courier services (Fedex, UPS) as there will be a brokerage charge for customs clearance.

We are proud to offer free (or deeply discounted) initial shipping to our customers who purchase shoes from our website, but because we are a boutique company it unfortunately is not possible for us to offer free return shipping due to a sizing issue or style preference.

Because every child grows at a different rate, and sizing scales vary between shoe companies, the best way to find the correct size for your little one is to measure their foot and refer to our online sizing guide. This is the best way to be absolutely sure what size will perfectly fit your little one. Please note: our My Mocs and My Shoes lines have their own unique sizing systems, so please check the sizing guide before ordering.

If you received an item as a gift that you would like to exchange, the item must be currently listed on our website and in new, unworn condition to be considered for an exchange.

In the rare instance you receive an item that has a flaw due to a manufacturing defect, we will be happy to replace them for you with the same style (if possible) as the original pair ordered. The replacement pair must be the same size as the pair it is replacing. Proof of purchase is required.