FAQ's

General

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 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 hook and loop 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?

Office hours are Monday to Friday from 8am to 4:30pm PST. We are closed for weekends and Canadian holidays. You can call us toll-free at 1-877-995-8367 or email info@jackandlily.com, and we will respond promptly to your request during office hours.

What is the difference between My Mocs and My Shoes?

Jack & Lily 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.

Wholesale

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 myjackandlily@jackandlily.com, or call us toll-free at 1-877-995-8367.

Ordering Informaton

Are your products taxed?

No tax will be added to orders shipped to the United States or other destinations outside Canada.  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.

What payments are accepted?

Jack & Lily are pleased to accept Visa, MasterCard, American Express, PayPal & Apple 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, 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 purchase a Jack & Lily gift card?

Absolutely! 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 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. 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 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. When your order has been shipped, you will receive an email from Canada Post with your tracking number (Canadian and US shipments only). If you do not receive a tracking email, please contact us at info@jackandlily.com with your purchase order number and we can look it up for you.

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.