FAQ’s

General

What are your office hours?

Office hours are Monday to Friday from 8:00am to 4:30pm PST. We are closed for weekends and holidays. We highly recommend talking to us through our Live Chat for faster service, but you can also email [email protected] or call us toll-free at 1-877-995-8367 and we will respond promptly to your request during office hours.

What stores can we find Jack & Lily shoes in?

While our store locator is undergoing updates, you are welcome to reach out on our Live Chat or email us at [email protected]. Tell us what city you’re in and we will let you know which Jack & Lily retailers are in your area!

When should babies start wearing shoes?

As most pediatricians will tell you, it’s usually best to let your baby learn to walk barefoot at home. But when it’s time to head outside, a pair of shoes will provide the right amount of warmth, support and protection. Learn more about when babies should start wearing shoes.

What are barefoot shoes?

Barefoot shoes are softer, more flexible and have thinner soles than regular shoes. They allow toddlers to feel the ground with their feet as they walk.

This makes it easier for you little one to learn how to walk and run, while providing the right amount of support and protection on outdoor surfaces. Learn more about the benefits and types of barefoot shoes for kids and toddlers.

Ordering Information

What payments are accepted?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay & Google Pay

Which currency is your product priced at?

All Jack & Lily products are priced in U.S. dollars for customers outside of Canada and CAD dollars for customers within Canada.

Do you take orders by telephone?

Yes! To order by telephone, call us toll-free at 1-877-995-8367. Our hours are Monday to Friday, 9am to 4pm (Pacific Standard Time).

How will I receive my order confirmation?

After ordering, you will receive an email confirmation from Jack and Lily outlining the details of your order, including a tracking number.

Can I purchase a Jack & Lily gift card?

Absolutely! Please visit our E-Gift Card page for information.

OUR COLLECTION

How should I clean my Jack & Lily shoes?

We recommend using a damp cloth and mild detergent to clean your Jack & Lily’s. However, suede styles should be cleaned with a suede or leather cleaner and a suede brush. Please air-dry your shoes to keep them in prime condition!

What size should I order?

Jack & Lily has a unique sizing system. However, because children grow at different rates, it is important to measure your child’s feet to make sure you are buying the best size for them. Visit our Sizing Page for information about how to measure your child’s feet (it’s easy!) and how to determine their Jack & Lily size. **Please note: My Flexx and My Shoes fit differently. Please check the appropriate sizing chart before placing your order**

Will your shoes fit my baby’s extra wide or narrow feet?

Yes! We’ve designed our baby shoes to fit feet of almost any width, shape or size. Find out more about our best shoes for children with wide feet and children with narrow feet.

What are your suede styles made of?

Our suede collections are 100% genuine suede.

Are your My Flexx Boots and My Boots rain and snow proof?

Both of our boot lines are great for keeping little feet warm during the winter and our TPR soles provide traction and protection. During the colder seasons, many parents enjoy using our shoes when carrying or strolling their little ones around, or if they’re playing outside on a dry (but chilly) day. However, as the hook and loop closures extend all the way down to the sole in order to make it easy to put on and take off, they are not 100% waterproof.

What are your best shoes for new walkers and babies learning to walk?

Our collection of baby walking shoes are perfect for toddlers learning to take their first steps. They’re soft and flexible, allowing your baby’s feet to grip and move naturally. Learn more about our best shoes for new walkers and best shoes for babies learning to walk.

PRIVACY & SECURITY

Where can I find your Privacy & Security information?

You can find all pertinent privacy & security information on our Privacy & Security page.

Can I shop safely and securely?

Enjoy secure shopping at Jack & Lily. Your credit card transactions are safe, secure and protected by GeoTrust SSL encryption.

SHIPPING & RETURNS

Do you ship internationally?

Yes! Jack and Lily will ship anywhere in the world.
We estimate time of arrival to be between 1-2 weeks. Packages are shipped by Canada Post and will be picked up from the destination country’s postal service when it enters that country.  Please visit our Shipping & Returns page for rates and information.

What are your shipping rates?

Please visit our Shipping & Returns page for rates and information.

What is your return/exchange policy?

We want you to love your Jack and Lily product. If you would like to return or exchange an item purchased from our website within 60 days, we are happy to replace it with another selection or refund to the original payment method. Please visit our Shipping & Returns page for information about how to return or exchange your shoes.

Has my order been shipped?

Following your purchase, you will receive an email Order Confirmation, which confirms that your order will be shipped within the next 1-2 business days. When your order has been shipped, you will receive an email from Canada Post with your tracking number. If you do not receive a tracking email, please contact us via Live Chat or at [email protected] with your purchase order number and we can look it up for you.

Where can I find the return/exchange forms?

If you would like to return or exchange a product, you can download and fill out a return/exchange form in advance here:

Canada | USA | International

After you fill out the form, please contact our customer service department by emailing [email protected] or calling toll-free 1-877-995-8367 with your purchase order number to start the process.

Do you offer tracked shipping?

Yes, tracked shipping is automatically provided on all USA, Canada, and most International orders.

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