Frequently Asked Questions


I have a story about Jack & Lily, what is the process?

For press inquiries or to request a press kit, call 604-254-6900, or email our Corporate Relations Advisor at

How should I clean my Jack & Lily shoes?

Except for our suede styles, all Jack & Lily shoes can be washed in a washing machine using a gentle cycle and air dried. Please do not put shoes in the dryer.
Suede styles should be cleaned with a suede or leather cleaner and a suede brush – they should NOT be put in the washing machine.

What size should I order?

Jack & Lily has a unique sizing system based on a child’s age range. 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 foot (it’s easy!) and how to determine their Jack & Lily size.
**Please note: My Mocs and My Shoes fit differently. Please check the appropriate sizing chart before placing your order**

Will Jack & Lily shoes fit my baby’s extra wide/narrow/chubby feet?

Yes! Our shoes are designed to fit a wide range of sizes and widths of little feet. Our Velcro closures ensure a secure fit each and every time, and wide foot openings make them a breeze to put on.
In fact, customers tell us all the time that Jack & Lily is the only brand of shoe that fits their child’s extra-chubby/wide/narrow feet!

What are your office hours?

Our office hours are Monday to Friday from 8am to 4:30pm Pacific Standard Time. We are closed for weekends and Canadian holidays. To get in touch please call toll-free 1-877-995-8367 or email, and we will respond promptly to your request during office hours.

What is the difference between My Mocs and My Shoes?

My Mocs feature our signature Super-Flex rubber sole (just crumple them up into a ball and watch them bounce back again), while My Shoes feature our Natural-Flex rubber sole (a firmer sole which is still extremely flexible). Both lines are designed to provide full foot flexion, which enables healthy foot development.
For detailed information about each line please visit our Our Collections page.


How do I become a Jack & Lily retailer or agent?

If you are interested in becoming a Jack and Lily agent or receiving information on how to get Jack and Lily in your retail store, send an email to, or call us toll-free at 1-877-995-8367.

Ordering Informaton

Are your products taxed?

A goods and services tax of 5% (GST) will be added to any purchase shipped within Canada, except for purchases shipped to Newfoundland or New Brunswick which will be charged 15% HST. No tax will be added to orders shipped to the United States or other destinations outside Canada.

What payments are accepted?

Jack & Lily are pleased to accept Visa, MasterCard or PayPal. Due to e-commerce security we are not able to accept Visa and MasterCard Debit or Check cards.

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, 8am to 5pm (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.

Can I buy a Jack & Lily gift card?

Yes! Please visit our Gift Cards page for information.

Shipping & Returns

Do you ship internationally?

Yes! Jack and Lily will ship anywhere in the world.
We estimate time of arrival to be between 10 and 14 days, but due to logistics we cannot guarantee this shipping time for post shipping. Our product will ship via the most suitable courier for your area. The package is picked up from the destination country’s postal service when it enters that country and uses the customers supplied address. Jack and Lily is not responsible for the collection or payment of destination duties and taxes. All extra charges will be the responsibility of the person(s) receiving the shipment.

What are your shipping rates?

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

What is your return/exchange policy?

Please visit our Shipping & Returns page for information about returns and exchanges.

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. We do not send out shipping notifications, however if you wish to track your package please email

Privacy & Security

What is Jack & Lily’s purchase agreement?

By using our website or purchasing a product from us, you agree to the collection and use of information as set forth in this privacy policy. We may from time to time update this policy. We will post any changes to our policy on this page so that you are always aware of what information we collect and how we use it.

Where can I find your Privacy & Security information?

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