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) $8.95 *FREE for orders $150+
Expedited Shipping (2 Business Days + processing) $25.00

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.

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, 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

OFFSET 

We’ve partnered with Offset to provide a hassle-free return and exchange experience! With Offset, you ensure a free return without any additional cost for just $3.98 when you opt in at checkout. This fee is non-refundable and non-transferable. If this option is not selected, a $13 return label fee may apply which will be deducted from your refund. Returns dropped off at Happy Returns locations will continue to be free. Please note that final sale items and orders shipped outside of the United States are excluded from this service.


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 ($13):
      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 $13 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

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
      • POLYWOOD

        LOYALTY REWARDS 

        May not be combined with any other offer or promotion. Any amount paid with gift cards is not captured in the Loyalty program and is not subject to rewards. 

        Draper James Loyalty Program Terms & Conditions
        THESE PROGRAM TERMS AND CONDITIONS ("PROGRAM TERMS AND CONDITIONS") INCLUDE A CLASS ACTION WAIVER AND JURY TRIAL WAIVER, AND REQUIRE BINDING ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE MOST DISPUTES EXCEPT AS OTHERWISE PROVIDED BELOW. IN ARBITRATION THERE IS LESS DISCOVERY AND APPELLATE REVIEW THAN IN COURT. PLEASE READ THE PROVISIONS BELOW CAREFULLY AS THEY AFFECT YOUR LEGAL RIGHTS.

        BY PARTICIPATING IN THE PROGRAM YOU AGREE TO ACCEPT THESE PROGRAM TERMS AND CONDITIONS AND ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTAND, AND CONSENT TO THE TERMS OF USE, WHICH ARE INCORPORATED INTO, AND MADE A PART OF THIS CONTRACT.

        OUR PRIVACY POLICY EXPLAINS HOW WE COLLECT, USE, AND SHARE YOUR PERSONAL INFORMATION. BY PARTICIPATING IN THE PROGRAM, YOU ARE CONFIRMING THAT YOU UNDERSTAND AND AGREE TO HOW WE COLLECT, USE, AND SHARE YOUR PERSONAL INFORMATION.

        IN THE EVENT THERE IS ANY CONFLICT AMONG THESE PROGRAM TERMS AND CONDITIONS OR THE TERMS OF USE THESE PROGRAM TERMS AND CONDITIONS WILL GOVERN. DRAPER JAMES LLC RESERVES THE RIGHT TO UPDATE OR MODIFY THESE PROGRAM TERMS AND CONDITIONS AT ANY TIME WITHOUT PRIOR NOTICE. THOSE CHANGES WILL GO INTO EFFECT ON THE LAST UPDATED DATE SHOWN IN THE REVISED PROGRAM TERMS AND CONDITIONS. FOR THIS REASON, WE ENCOURAGE YOU TO REVIEW THE PROGRAM TERMS AND CONDITIONS PERIODICALLY AND WHENEVER YOU VISIT OUR WEBSITE.

        These Program Rules supersede all previous terms and conditions applicable to the Program. All Program benefits, offers, rewards, and services are subject to availability. Draper James LLC may at any time amend, modify, supplement, or terminate the Program, these Program Terms and Conditions, the structure for earning rewards, or reward levels, even though such changes may affect the value of rewards, or the ability to obtain certain rewards. If the Program is terminated, all unredeemed benefits will be forfeited without any obligation or liability and will not be honored upon termination or after the conclusion of the notice period, if any notice is required by law. Under no circumstances will Draper James LLC be held liable for any delay or failure in performance due in whole or in part to any acts of nature or other circumstances beyond our reasonable control.

        We reserve the right to cancel or suspend a Member’s participation in the Program or any Rewards earned and not yet used in the event of suspected fraud, abuse of rewards privileges, violation of these Program Terms and Conditions, or at our discretion. The Program is limited to the United States, including Puerto Rico, only. Members are responsible for any tax liability related to participation in the Program.

        By participating in the Program, you agree to the following Terms & Conditions:

        • Eligibility: The Program is open to individuals for personal use only. Only members who have opted into the Program can earn points and rewards. Accounts and points are non-transferable and may not be combined with other accounts.
        • Earning Points: Points are earned on qualifying purchases made through Draper James stores or draperjames.com. Taxes, shipping fees, and purchases of gift cards do not earn points.
        • Rewards Redemption:
          • Points and rewards may not be used toward the purchase of gift cards.
          • Points and rewards cannot be combined with other offers, discounts, or promotions.
          • Points and rewards have no cash value and cannot be exchanged for cash.
          • If you return merchandise purchased with rewards, and to the extent that we can identify the value of the reward points used in the original purchase, then the dollar value of the rewards allocated to the items(s) returned will be converted to points and credited to your membership account.
        • Non-Transferable: Points and rewards are for the account holder’s use only and cannot be transferred, sold, or gifted.
        • Communication: Communications regarding the Program, including benefits, and promotions will be sent via email so please keep your email address current. We are not responsible for communications, offers, or rewards sent to out-of-date email addresses.

        For questions about the Program, please contact Draper James Customer Care.

        FOURTH OF JULY EVENT

        **Receive 30% off online and in stores with code FIREWORKS at checkout. May not be combined with any other offer or promotion. Some sales are final. Previous purchases are not eligible for price adjustments. Excluded products are not eligible for discount. Offer excludes but is not limited to: Gift Wrap, Electronic Gift Cards, POLYWOOD, and Tretorn. Offer valid online and in stores through 7/6 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.

        FREE SHIPPING 

        Enjoy free shipping on orders over $150+ on orders shipped within the United States. Order subtotal must be greater than $150 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