HELP CENTER

Shipping

SHIPPING INFORMATION

Standard Shipping: Ground Orders received by 4:00 pm (EST), Monday-Thursday, will be processed & shipped within 24 business hours in most cases. Orders are not shipped over the weekend or on holidays.

1 Day and 2 Day Shipping: Orders placed with expedited shipping before 4:00 pm (EST) will be shipped on the same business day. Orders are not shipped over the weekend or on holidays.  

In the event of an expected delivery delay, the customer will be notified. GOGO JEANS INC. is not liable for delays due to weather, natural disasters, carrier outages, etc. 

WHAT ARE YOUR DOMESTIC SHIPPING RATES?

We offer free shipping on all orders over $50 within the United States. All other rates are calculated in real time based on the location where the order is being shipped. 

WHAT SHIPPING METHOD DO YOU USE?

We mostly ship using UPS Ground & USPS Priority Mail.

DO YOU SHIP INTERNATIONALLY?

Yes. However, the buyer is responsible for any destination country tax and/or duty charges.

WHAT IS YOUR SHIPPING POLICY?

GENERAL INFORMATION

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box. Other carrier options are available and we reserve the right to change carriers at any time.

For international shipments, the goods will be imported on behalf of the consignee/buyer. The consignee authorizes GOGO JEANS ESSENTIALS INC. to import the goods on his behalf. Further, the consignee/buyer agrees GOGO JEANS ESSENTIALS INC. may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.

PROCESSING TIME 

All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 2 business days (excluding Saturdays, Sundays, and Holidays) to process. 

After your payment is authorized and verified, standard orders can still take 2 business days to process. This is just an estimate and doesn't include weekends or holidays.

SHIPPING RATES & TIMELINES 

Please note that orders to US destinations may take 1-5 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and the final destination of the order.

When your order has been shipped, you will receive an email with tracking information.

For U.S. Domestic & International orders, we will use UPS to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements. Your final shipping cost is displayed at the point of checkout.

SHIPPING FEES

Shipping fees are non-refundable. If you refuse any shipments from www.gogojeans.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box.

DELIVERY CLAIMS

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

GOGO JEANS ESSENTIALS INC. does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

OUT OF STOCK ITEMS

If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.

RESERVED RIGHTS REGARDING SHIPPING

While we will make every effort to accommodate your shipping and billing preferences, in order to protect our customers, GOGO JEANS ESSENTIALS INC. reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.

Additionally, GOGO JEANS ESSENTIALS INC. reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:

  • An irregular or excessive returns history indicative of “wardrobing;”
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or, potential fraudulent or criminal activity.

Similarly, GOGO JEANS ESSENTIALS INC. reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.

Orders & Delivery

CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history, have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just click here and follow the instructions on-screen.

WHERE IS MY ORDER CONFIRMATION?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with one of our Customer Care specialists at hello@gogojeans.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

WHY HAS MY ORDER BEEN CANCELED?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem on our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

HOW DO I CANCEL MY ORDER?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@gogojeans.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

CAN I ALTER MY ORDER?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

WHEN WILL MY ORDER ARRIVE?

Orders that require shipping within the U.S. will be delivered within three to ten business days, depending on your preferred shipping method. Shipping to countries outside of the U.S. may take up to 14 business days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

HOW MUCH IS SHIPPING?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. If your order value is more than $50, we provide free shipping within the United States.

CAN I TRACK MY ORDER?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. Or you can track your order here.

Returns & Exchanges

CAN I RETURN OR EXCHANGE AN ITEM?

If you are not satisfied with your purchase for any reason, you can return it within 30 days from your purchase date. All returned items must be unaltered, unworn, unwashed with all original tags and labels attached. If your return does not match all of these criteria, we will not be able to process your return.

Returns will only be accepted if you purchased your item from gogojeans.com.  If you purchased your product through an authorized retailer, please contact the retailer for your return. You must have a receipt in order for any return to be processed.

All returns will be refunded via the payment method used. Please note that unless your order was sent in error by GOGO JEANS ESSENTIALS INC., original shipping charges are non-refundable and return shipping fees must be paid for by the customer. If it was an error on our behalf, we’d be happy to send a prepaid return label via email for the return shipment.   

We are not responsible for any damage to items that have been worn, altered or washed.

Sale items are not eligible for refunds. Items marked final sale and not eligible for return.

HOW DO I RETURN AN ITEM?

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, navigate to our return portal or contact us at hello@gogojeans.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

WHAT DO I DO IF I LOSE MY RETURN LABEL?

We send return labels by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

MY ORDER HAS ARRIVED BUT IT'S NOT AS I EXPECTED. WHAT CAN I DO?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via hello@gogojeans.com with the details. We’ll respond within 48 business hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

HOW LONG DOES IT TAKE TO RETURN AN ITEM?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three business days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

WHAT IS YOUR REFUND POLICY?

We have a 30-day return policy, which means you have 30 days from the date the items were purchased.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, navigate to our return portal and follow the instructions displayed on your screen. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that unless your order was sent in error by GOGO JEANS ESSENTIALS INC., original shipping charges are non-refundable and return shipping fees must be paid for by the customer. If it was an error on our behalf, we’d be happy to send a prepaid return label via email for the return shipment.  

You can always contact us for any return question at hello@gogojeans.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, giveaways, or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too. However, if not approved, the customer is liable for the return shipping cost.

Returns past the 30-day window

If your items have been received by our return department 30-days after the return window, you will be liable for the return shipping label cost, a 20% late return fee, and a 50% restocking fee. 

Payment Methods

WHAT TYPES OF PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, Discover, Elo, Apple Pay, Google Pay, Facebook Pay, Shop Pay, Gogo Jeans E-Gift Cards, Afterpay, and Paypal.

CAN I USE AN INTERNATIONAL CREDIT CARD?

International Credit Cards are not accepted for orders shipping in the United States. Please use PayPal as an alternative for International payment.

Gift Cards

I RECEIVED AN E-GIFT CARD FROM A FRIEND. HOW DO I USE IT?

Users will be e-mailed their gift card code automatically once the purchaser confirms the order. At checkout, the recipient will be given an option to enter their gift card code.  If there is a remaining balance on the order, the user can use another payment method to complete checkout.

I DON'T HAVE AN ACCOUNT. CAN I STILL USE MY E-GIFT CARD?

Unique e-gift card numbers are sent directly to recipients via e-mail.  A user account is not required to use an e-gift card, only a valid e-gift card number.

HOW DO I USE STORE CREDIT?

To use store credit, sign into your Gogo Jeans account. When you get to the payment portion of the checkout your store credit amount will be displayed. When you check out, your store credit will automatically be deducted from your total. If you do not use all of your credit, the remaining credit will stay in your account to be used on future purchases.

Price Adjustments

DO YOU OFFER PRICE ADJUSTMENTS?

We offer a one-time price adjustment if an item is marked down within 14 days of the date of purchase. Items purchased with a promotional discount are not eligible for price adjustments (excluding free shipping promotion).

DO YOU PRICE MATCH OTHER RETAILERS?

Gogo Jeans does not price match other retailers. Promo codes cannot be combined with any other offer or promotion and are not valid on previous purchases and international orders.

Shop Online/In Store

WHERE CAN I SHOP GOGO JEANS?

You may shop clothing from Gogo Jeans on its very own website or in-store throughout many large department stores across the United States & Canada.

WHAT ARE GOGO JEANS' RECOMMENDED IN-STORE & ONLINE DEPARTMENT STORES?

You may find clothing from Gogo Jeans from these recommended department stores:

Other

WHERE CAN I VIEW MY ACCOUNT?

Click here to view your account dashboard, edit/add addresses or update/add payment information.

WHERE CAN I VIEW MY ORDER HISTORY?

Click here to view or track your orders. If there is something wrong with the order, please visit the "Contact Us" page and let us know.

HOW CAN I CONTACT CUSTOMER CARE?

Do you have a question or concern? Are you looking for something in our shop? Click here to drop us a line and let us know.

WHERE CAN I FIND YOUR SIZE CHART?

Want to make sure you're purchasing the correct size? Click here to take a look at our detailed size chart.