Customer Care

U.S. SHIPPING METHODS AND COSTS

Draper James offers the following types of shipping within the U.S. Unfortunately, we cannot ship to international addresses using the below methods.

Standard Shipping (5-10 days + processing time) $6 *FREE for orders +$99
Expedited Shipping (2 Business Days + processing) $19.95

INTERNATIONAL SHIPPING

Draper James partners with UPS and Zonos to ship internationally. If you’re shopping internationally, you will automatically be redirected to your country’s localized site. You can also click on the upper left-hand corner to choose the country in which you would like to shop. If your country is not listed in the drop-down, then we cannot ship products to your country.  

Zonos is the global ecommerce partner that enables international customers to shop and pay securely in their local currency and prepay duties and important taxes. Duties and taxes are set by the customs authorities of destination countries not by Draper James. Pre-paying these at checkout will expedite delivery of your order. 

All international orders will be sent with UPS Expedited.  Expect orders to be delivered in 5-10 days, but this may vary by country. 

All international orders are FINAL SALE and cannot be returned. 

PRE-ORDERS

Items purchased on pre-order will ship separately from other items in your order. Estimated shipping dates are noted on product pages for pre-order items.

All pre-orders will ship with standard economy shipping once the item becomes available. However, you may select expedited shipping for the rest of your order if it contains both pre-order and regular items.

For questions regarding pre-orders, please email us at customercare@draperjames.com.

CANCELLING AN ORDER OR CHANGING A SHIPPING ADDRESS

Unfortunately, we are not able to cancel orders, edit the contents of orders, or change shipping addresses once orders have been placed. 

We want you to love everything you receive from Draper James! We understand that not everything works out, so please see our return policy and instructions below.

HOLIDAY RETURN POLICY

All orders placed between October 24th and December 24th are eligible for our extended holiday return window. These products can be returned or exchanged until January 12th or 20 days from the purchase date (whichever is greater).

DRAPER JAMES RETURN POLICY

  • Returns must be made within 20 days of your original purchase date.
  • Merchandise must be in its original condition with all tags attached. Merchandise must not be used, worn, altered, or washed. Footwear must be returned in the original shoebox.
  • Personalized, monogrammed and engraved items, hair accessories, gift cards, items purchased on final sale and other select items cannot be returned and are non-refundable.
  • Merchandise credits and gift cards cannot be replaced if lost or stolen.
  • Sale merchandise marked as FINAL SALE or ending in $9 cannot be returned or exchanged.
  • All international orders are FINAL SALE and cannot be returned or exchanged.
  • Previous purchases are not eligible for price adjustments.
  • Draper James merchandise purchased at other retailers must be returned to the location where it was purchased.
  • Draper James reserves the right to deny a refund if the merchandise is deemed non-resalable.
  • Exchanges are not accepted if purchased through Instagram or Facebook
  • E-Gift Cards are final sale and cannot be returned or exchanged

GIFT RETURNS

Item(s) may be returned in-person to a store location (Store Locator Page) or via our returns portal below.

Start a Return - 

  1. Please visit draperjames.loopreturns.com/#/.
  2. Click on the “Received a Gift? Start Here” button directly under the blue “Start Your Return” button. Enter the purchase order number and the zip code associated with the order. You will also enter YOUR email address.
  3. Select the product(s) you wish to return.
  4. Your return will be processed for a merchandise credit that will be emailed to the email address entered in step 2.

ONLINE RETURNS & EXCHANGES

Item(s) may be returned in-person to a store location (Store Locator Page) or via our returns portal below.

Start a Return - 

  1. Please visit draperjames.loopreturns.com/#/.
  2. Enter your order number and billing zip code, phone number or email.
  3. Select the product(s) you wish to return.
  4. Select a reason for the return, and choose between options for an exchange, refund or merchandise credit.
    1. Exchanges will be sent within 3-5 business days of the original item being returned or shipped. Please note that exchanges cannot be sent with expedited shipping.
  5. Select a return method:
    • Drop off at any Happy Returns location (FREE):
      1. Click here to find your nearest Happy Returns Location.
      2. Bring the item(s) you wish to return with the QR code generated in the online portal.
      3. Your refund or exchange will be initiated immediately.
    • Box and ship items using a pre-paid label ($8.95):
      1. Print the return shipping label and affix it to the packaging. 
      2. Drop your return off at any UPS store
      3. For returns processed via mail, a $8.95 fee per return label will apply.

You will receive a confirmation email once the return or exchange has been processed. We are unable to refund the original shipping charges. 

Please note that we are unable to accept online returns that are not processed via our Loop system.

STORE RETURNS & EXCHANGES

For more information on store locations and hours, please visit our Store Locator Page.

Bring the item(s) you wish to return to a store closest to you! 

  • Nashville: 2608 12th Avenue South, Nashville, TN 37204
  • Lexington: 120 Summit at Fritz Farm, Suite 170, Lexington, KY 40517

If you have any difficulty processing your return, please email Customer Care at customercare@draperjames.com. Our hours are 9am to 5pm ET Monday through Friday.

      WELCOME OFFER

      Enjoy 15% off your next purchase of $75+. Previous purchases are not eligible for price adjustments. Offer excludes the following but is not limited to: gift cards, gift wrap and Tretorn sneakers. May not be combined with any other offer or promotion. Not valid on final sale or flash sale items. Enter code at checkout. Offer valid only at draperjames.com. Offer valid 7 days after receipt. 

      PROMOTIONS & EXCLUSIONS

      Please note that the following products are excluded and ineligible for use with any coupon code, promotion, or other offer:

      • Electronic gift cards
      • Style Kits/Bundles
      • Gift Wrap
      • Cosmetics
      • Flash Sale Items
      • DJ x Tretorn Sneakers

        HAPPY HOUR SPECIAL

        Limited time promotional pricing on styles in the Flash Sale grid — prices as marked. Offer may not be combined with any other offer or promotion. Previous purchases are not eligible for price adjustments. All sales final. Valid online and in stores through 12/11/24 at 11:59 PM PT. Terms are subject to change and offer is subject to end at any time without notice. See all terms and policy here.

        CYBER WEEK

        *Receive 30% off everything online and in stores with code CYBER30 at checkout. May not be combined with any other offer or promotion. Some sales are final. Previous purchases are not eligible for price adjustments. Offer excludes but is not limited to: Gift Wrap and Electronic Gift Cards. Offer valid online and in stores through 12/2, 11:59 PM PT. Terms are subject to change and offer is subject to end at any time without notice. See all terms and policy here.


        **Receive an extra 15% off select styles online and in stores with code CYBERSPECIAL. Some sales are final. Previous purchases are not eligible for price adjustments. Offer valid online and in stores through 12/1, 11:59 PM PT. Terms are subject to change and offer is subject to end at any time without notice. See all terms and policy here.

        FREE SHIPPING 

        Enjoy free shipping on orders over $99+ on orders shipped within the United States. Order subtotal must be greater than $99 to receive free shipping. Final sale items are not eligible for return. Previous purchases are not eligible for price adjustments. No code required, must select free shipping option at checkout. Offer valid only at draperjames.com. Valid for a limited time only.

         

        Purchase a Draper James gift card here.

        Draper James gift cards are redeemable on draperjames.com and in Draper James retail stores. Gift cards are not redeemable for cash, except where required by law, and are non-refundable. The gift card is not a credit card or debit card. Gift cards can be activated with a minimum value of $10. If any merchandise purchased with a gift card is subsequently returned or exchanged for merchandise of a lower price, any money owed will be added to the remaining balance on the card. Gift cards may not be used to purchase additional gift cards or be applied toward previous purchases. Additional payment will be required if the purchase price of the merchandise exceeds the value of the gift card. 

        Gift cards may not be returned or refunded. Please protect your gift card and treat it as you would cash. Gift cards cannot be replaced or refunded if lost or stolen. Further, Draper James is not liable for lost, stolen, damaged or destroyed cards, cards used without your consent or any balance you had on such cards.

        Draper James, LLC reserves the right to amend the terms and conditions of the gift card at any time and to take appropriate action, including the cancellation of the card if, at its discretion, it deems such action necessary. Your purchase or use of a Draper James gift card constitutes acceptance of the preceding terms and conditions.

        Gift cards do not expire.

        • Tops
        • Bottoms
        • Dresses
        • Swim
        • Extended
        • Shoes
        • Kids
        • Pet

        Tops Size Chart

        Size (US) Numerical (US) Natural Waist Hip Bust
        XS 0 25” 35” 32.5”
        XS 2 26” 36” 33.5”
        S 4 27” 37” 34.5”
        S 6 28” 38” 35.5”
        M 8 29” 39” 36.5”
        M 10 30” 40” 37.5”
        L 12 31.5” 41.5” 39”
        XL 14 33” 43” 40.5”
        XXL 16 35” 45” 42.5”

        Bottoms Size Chart

        Size (US) Numerical (US) Natural Waist Hip
        XS 0 / 25 25” 35”
        XS 2 / 26 26” 36”
        S 4 / 27 27” 37”
        S 6 / 28 28” 38”
        M 8 / 29 29” 39”
        M 10 / 30 30” 40”
        L 12 / 31 31.5” 41.5”
        XL 14 / 32 33” 43”
        XXL 16 / 34 35” 45”

        Dresses Size Chart

        Size (US) Numerical (US) Natural Waist Hip Bust
        XS 0 25” 35” 32.5”
        XS 2 26” 36” 33.5”
        S 4 27” 37” 34.5”
        S 6 28” 38” 35.5”
        M 8 29” 39” 36.5”
        M 10 30” 40” 37.5”
        L 12 31.5” 41.5” 39”
        XL 14 33” 43” 40.5”
        XXL 16 35” 45” 42.5”

        Swim Size Chart

        Size (US) Numerical (US) Bust Hip
        XS 0-2 (A/B Cup) 32.5-33.5” 34.5-35.5”
        S 4-6 (B/C Cup) 34.5-35.5” 36.5-37.5”
        M 8-10 (B/C Cup) 36.5-37.5” 38.5-39.5”
        L 12-14 (C/D Cup) 38.5-39.5” 40.5-41.5”
        XL 12-14 (D Cup) 40.5-42” 42.5-44”

        Extended Size Chart

        Size (US) Numerical (US) Natural Waist Hip
        1X 16W 37” 45”
        2X 18W 39” 47”
        2X 20W 41” 49”
        3X 22W 43” 51”
        3X 24W 45” 53”

        Shoes Size Chart

        Size (US) Size (EU) Foot Length
        5 35 8.5”
        6 36 8.875”
        7 37 9.25”
        8 38 9.625”
        9 39 10”
        10 40 10.25”
        11 41 10.5”

        Kids Size Chart

        Age Height Weight
        2-3 Years 33-36” 25-30 lbs
        4-5 Years 37-43” 31-40 lbs
        6-7 Years 44-48” 41-53 lbs
        8-9 Years 49-53” 54-65 lbs
        10-12 Years 54-60” 66-80 lbs

        Pet Size Chart

        Size Neck Chest Weight
        XS 8-10” 12-16” 5-10 lbs
        S 10-12” 16-20” 10-15 lbs
        M 12-14” 20-24” 15-30 lbs
        L 14-16” 24-28” 30-50 lbs
        XL 16-18” 28-32” 50-80 lbs

        RETURNS

        How do I make a return?

        Please visit our Returns page for detailed information: Returns – Draper James

          What is your return policy?

          Our return policy can be found here

          SHIPPING

          How do I know my order has shipped?

          Once your order has been shipped you will receive a shipping confirmation email with your tracking number!

          What shipping carrier will deliver my package?

          Draper James has partnered with FedEx to deliver the majority of its packages. For customers that selected ‘Free Standard Shipping’ orders will originate with FedEx Ground Advantage but will be delivered by USPS.                                                       
          For more information, please check out our complete list of shipping methods on our Shipping page.

          Does Draper James ship internationally?

          Draper James partners with UPS and Zonos to ship internationally. If you’re shopping internationally, you will automatically be redirected to your country’s localized site. You can also click on the upper left-hand corner to choose the country in which you would like to shop. If your country is not listed in the drop-down, then we cannot ship products to your country. 

          Zonos is the global ecommerce partner that enables international customers to shop and pay securely in their local currency and prepay duties and important taxes. Duties and taxes are set by the customs authorities of destination countries not by Draper James. Pre-paying these at checkout will expedite delivery of your order. 

          All international orders will be sent with UPS Expedited.  Expect orders to be delivered in 5-7 days, but this may vary by country. 

          All international orders are FINAL SALE and cannot be returned. 

          PRICE ADJUSTMENTS

          Does Draper James issue price adjustments?

          Previous purchases are not eligible for price adjustments. Please see our promotions page here  for more information.

          GIFT CARDS

          Do you sell gift cards?
          Yes! We offer electronic gift cards which are emailed to the recipient. 
          To order an electronic gift card, please click here and enter the recipient’s email address and gift card amount. You will then follow the rest of the checkout process. The address entered at checkout is the billing address associated with the debit/credit card used to purchase the gift card.

          CUSTOMER ACCOUNTS

          How do I create a customer account on Draperjames.com?
          Creating an account is easy as pie! To sign up for an account, click MY ACCOUNT on the upper right hand corner of www.draperjames.com. You would then click CREATE AN ACCOUNT on the right side of the screen under “New Customer.” By creating an account you will be able to checkout faster, store multiple shipping addresses, view and track orders, and receive updates.

           

          Why does your website say my “account does not exist” but I get DJ emails?
          It’s easy to mix up having a DJ account and simply being signed up for our email list. Even if you’ve signed up to receive DJ emails, you still might want to create an account to add items to your wishlist and save time during checkout.

           

          We're always happy to hear from you!

          Email: customercare@draperjames.com