Customer Care

SHIPPING METHODS AND COSTS

Draper James offers the following types of shipping within the U.S.:

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. 

 

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

      THE LUCKY YOU EVENT

      **Limited time promotional pricing on styles in the Lucky You Sale collection — 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 7/20 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 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 return an item?

      Please visit Returns – Draper James for detailed information.

      What is your return policy?

      Please visit Returns – Draper James for detailed information.

      Can I return items from multiple orders together?

      No, you cannot combine returns for items from different orders. Each return label is associated with a specific order, and a separate label is created for each return. If returns are combined, refunds will not process accurately.

       

      SHIPPING

      How do I know my order has shipped?

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

      What shipping carrier will deliver my package?

      Draper James partners with many shipping carriers for delivery. Your package may be delivered by FedEx, DHL, UPS or USPS. Please visit Shipping page for additional details.        

      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 honor 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. Please visit here to place your order.

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

       

      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

      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 save time during checkout.

      GENERAL QUESTIONS

      Can I edit/cancel my order?

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

      How do I unsubscribe from marketing emails or SMS messages?

      To unsubscribe from future marketing emails, please click the "unsubscribe" button at the bottom of a Draper James marketing email.

      To unsubscribe from future SMS messages, please respond "STOP" directly in the texting thread.

      How can I reach a customer care representative?

      Send questions, comments, love notes to us at customercare@draperjames.com (we'll write you back, promise!)

      We're always happy to hear from you!

      Email: customercare@draperjames.com