Frequently Asked Questions

How do I return an item?

Please visit our Returns page for detailed information.

What is your return policy?

Please visit our Returns page for detailed information.

Can I return items from multiple orders together?

No. Each return label is tied to a specific order, and a separate label is created for each return. Combining returns can prevent refunds from processing accurately.

How do I know my order has shipped?

You will receive a shipping confirmation email with a tracking number once your order ships.

What shipping carrier will deliver my package?

Draper James partners with several carriers including FedEx, DHL, UPS, and USPS. See our Shipping page for details.

Does Draper James ship internationally?

Yes. We partner with UPS and Zonos for international orders. If you are shopping internationally, you will be redirected to your country’s localized site, or you can select your country from the selector in the upper left corner. If your country is not listed, we are unable to ship there.

Zonos allows international customers to shop in local currency and prepay duties and import taxes. Duties and taxes are set by destination-country customs, not by Draper James. Prepaying these at checkout can help expedite delivery.

All international orders ship via UPS Expedited. Most arrive in 5 to 7 days, though timing may vary by country.

Note: All international orders are final sale and cannot be returned.

1. Why is the loyalty program ending?

After meeting many of you during our pop-up tour, we were reminded that the heart of Draper James is community. Rather than points and tiers, we want to focus on building friendships and growing this community together.

2. When will the program officially end?

The program ends on September 30, 2025. After this date, points can no longer be earned. Points earned by 11:59 PM ET on September 30, 2025 can be redeemed until 11:59 PM ET on November 30, 2025.

3. What happens to my existing loyalty points?

You can redeem existing points on eligible purchases in-store and online until 11:59 PM ET on November 30, 2025. Unused points will expire after that date.

4. Will I still earn points on purchases before the program ends?

Yes. You will earn points on qualifying purchases made through 11:59 PM ET on September 30, 2025. Be sure to redeem them by November 30, 2025.

5. How can I redeem my remaining points?

Redeem points at checkout in-store or online as usual. Use them by November 30, 2025.

6. Can I exchange my points for cash, gift cards, or store credit?

No. Points have no cash value and cannot be exchanged for cash, gift cards, or credit. We recommend using them before the program ends.

7. Will I receive compensation for unused points after the program ends?

No. After the redemption deadline, unused points will expire and cannot be refunded or exchanged.

8. Can I transfer my points to another program or person?

No. Points are non-transferable and must be used by the account holder before the program ends.

9. Is there a new rewards program coming?

Yes. A new Refer a Friend Program is coming soon. Stay tuned for updates.

10. I just made a purchase. Will I still earn points?

You will earn points on eligible purchases made before 11:59 PM ET on September 30, 2025. These points must be redeemed by 11:59 PM ET on November 30, 2025.

11. Where can I check my points balance?

Log into your account at draperjames.com/account or ask a team member in-store.

12. Who can I contact if I have more questions?

Our Customer Care team is here to help. Email us at customercare@draperjames.com.

Thank you for your loyalty

We appreciate your support and look forward to serving you in new ways.

Does Draper James honor price adjustments?

Previous purchases are not eligible for price adjustments. See our Promotions page for more information.

Do you sell gift cards?

Yes. We offer electronic gift cards delivered by email. Order here.

How do I create a customer account on draperjames.com?

Click My Account in the upper right corner of our site and follow the prompts to create an account.

Why does the site say my account does not exist even though I get Draper James emails?

Receiving marketing emails is separate from having a website account. If you have not created a site account, you may still receive emails. Creating an account can save time at checkout.

Can I edit or cancel my order?

Unfortunately, we are not able to cancel orders, edit order contents, or change shipping addresses once an order has been placed.

How do I unsubscribe from marketing emails or SMS messages?

For emails, click the “unsubscribe” link at the bottom of any Draper James marketing email. For SMS, reply “STOP” directly in the text thread.

How can I reach a customer care representative?

Email us at customercare@draperjames.com. We will respond as quickly as possible.