Frequently Asked Questions
Returns, Refunds, Exhanges
We hope that you love your order from JEMS! If for any reason you’re not satisfied, it’s easy to return an item and receive a store credit.
What is your return policy?
Returns are FREE on Canadian orders of $100.00 or more.
We accept unworn merchandise in the original condition within 14 days from the date your package was delivered.
Any item marked as final sale cannot be returned for online credit.
Please note, original shipping charges are non-refundable.
How do I start a return?
Returns can be requested within 14 days of your order being shipped from our location.
To initiate a return:
- Sign-in to your account.
- Click on the order that is associated with the item you wish to return.
- If you qualify for a return (within 14 days of order being shipped), a Return Request button will be available.
- Click on the Return Request button and follow the instructions.
How will I be refunded?
Refunds will be issued in the form of an online store credit only.
How long will it take to be refunded with an online credit?
Your refund will be issued within 7 business days after the return has been received by the boutique. You will be notified via email when we receive the return and when the transaction is complete.
How do I exchange an item?
At this time, exchanges are not available. You have the option to return within 14 days for an online store credit.
What is your shipping policy?
We ship tracked packages via Canada post, and your shipping rate is set for varying purchase amounts.
We offer FREE SHIPPING for any orders over $100 in Canada.
Where do you ship?
JEMS ships to Canada and the USA.
Do you offer free shipping?
We are happy to offer free standard shipping in Canada on orders that meet our free shipping minimum of $100.
Do you offer expedited shipping?
We offer expedited shipping and pick-up-in store options. You can select your desired shipping method during checkout. Please note our free shipping is exclusive to regular ground parcel via Canada Post.
When will my order ship?
Most orders ship within 2 business days. Orders are not shipped on the weekends or holidays.
How can I track my order?
As soon as a package ships, you will receive an email with tracking details. If for some reason you do not receive an email within 2 business days of placing an order, please check your spam folder and add firstname.lastname@example.org to your safe-sender list.
You can also track your order status under the Order History section of your account.
Can I cancel or change my order?
If you need to make any amendments, please call us as soon as possible at +1 902 894 1457, or email us. We will do our best to make sure you are happy!
If you would like to add items to an order you already placed, you will automatically get free shipping on all additional items you purchase before 11:59 PM Atlantic that same day.
The order I received was incorrect or missing items.
If after receiving your package you are missing an item, please call +1 902 894 1457 or email us.
Payment & Promotions
Where do I enter a promo code?
You can enter a promo code at the Shopping Bag stage or during checkout before placing your order.
I have a JEMSboutique.ca credit. How do I go about using it?
JEMSboutique.ca credit will be made available on checkout. You will have the option to click on your credit/coupon to apply it to your order.
If you do not use the entire credit on one order, the balance will remain in your JEMSboutique.ca account and can be used on future purchases. Unless otherwise noted as part of a promotion, your JEMSboutique.ca credit will never expire. Please note in the case of a return, your JEMS Boutique credit will be the first form of payment refunded. This credit will be applied back to your JEMSboutique.ca account.
Can I pay in my local currency?
You are billed according to your billing address. Canadian billing addresses pay in CAD, all other addresses pay in USD.
Will I be charged duties and taxes on international orders?
Prices displayed on JEMSboutique.ca are inclusive of any applicable international duties and taxes. You will not be required to pay additional fees upon delivery.
Will I have to pay sales tax on domestic orders?
All Canadian billing addresses will pay applicable taxes.
Why do I have to register before making a purchase?
Registering for a JEMSboutique.ca account helps speed up the ordering process and allows you to easily track the progress of your order.
Other benefits to creating a JEMSboutique.ca account:
- Save your address and payment preferences to make checkout even quicker next time
- Review and track past purchases
- Initiate returns and track refund status
- Save items to your WishList
- Create wish lists that you can email to friends and family
- Get notified when items go on sale
- See when sold out items become available again
- Manage all your other account details