FAQ’s

General

What are your office hours?

Office hours are Monday to Friday from 9:00am to 4:00pm PST. We are closed on 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 through 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.

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 your little one to learn how to walk and run while providing support and protection when outside. 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, 9 am to 4 pm (Pacific Standard Time).

How will I receive my order confirmation?

After ordering, you will receive an email confirmation from Jack & Lily outlining the details of your order. Once shipped, you will receive a separate email containing your tracking information.

Can I purchase a Jack & Lily gift card?

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

OUR COLLECTION

What’s the difference between My Flexx and My Shoes?

Our My Flexx and My Flexx Boots collections have a super-flex rubber sole and are perfect for indoor and outdoor use. They are flexible and bend in a complete circle. The closest thing to barefoot while also protecting babies’ feet.

Our My Shoes and My Boots collections have a natural flex sole and are primarily for outdoor use.

Both collections have rubber soles and encourage healthy foot development and support babies’ while learning to walk. Both styles are great for children of all ages and can be chosen based on style preference or sole preference. For more information on healthy foot development, please visit – http://www.jackandlily.com/healthy-feet/

Please note, our My Flexx and My Shoes fit differently due to the structure of the shoe and our My Flexx has a snugger fit than our My Shoes. Please refer to the sizing chart on our website to see what size is best for your little one. Sizing Page

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 and they all feature hook and loop closures for easy adjustability. 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 shoes vegan?

Our shoes are made with both vegan and genuine leather. The uppers of our shoes are a combination of vegan and genuine leather, and our inner soles are always made with genuine suede. As we use genuine suede for the inner soles of all our shoes, no styles are 100% vegan.

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.

How do I make a return or exchange?

To make a return or an exchange, please print and fill out our form and mail it back to us along with the shoes you would like to return or exchange (unworn and in the original box within our policy timeline). Once received we will process your refund or exchange.

If returning your package from outside of Canada, please use REGULAR PARCEL POST (USPS) ground shipping. To ensure delivery of your return, we recommend using a method that includes tracking. We cannot accept returns shipped via courier services (FedEx, UPS) as there will be a brokerage charge for customs clearance.

Alternatively, if you would like to receive your new pair(s) as quickly as possible, please re-order the correct style/size online immediately and send the incorrect pair back to us for a refund.

Download our Return & Exchange Form here: Canada USA | International

Please note that when making a return or an exchange, if it does not fall beneath our return/exchange policy you will not be refunded or returned the shoes. Be sure to follow our guidelines, and don’t hesitate to reach out to our customer service team if you have any questions or concerns. You can contact us via Live Chat or at [email protected] .

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.

Do you offer tracked shipping?

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

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