Frequently Asked Questions

The questions we are asked most often, answered in full. Every figure on this page matches the policy pages exactly.

Orders and Payment

What payment methods do you accept?

PayPal, debit cards, and credit cards, covering Visa, Mastercard, American Express, and Discover. Everything is processed through the PayPal gateway and you do not need a PayPal account to pay by card. Our Payment Methods page has the detail.

Is my card information safe?

Your card details are entered on PayPal's own encrypted page and go directly to them. They never pass through our website, and we never see or store a full card number. What we receive is a transaction reference so we can match the payment to your order.

When am I charged?

Once, in full, at the time you place the order. There are no subscriptions, no stored payment credentials, and no later charges.

My payment was declined. What now?

Nothing was charged and no order was created. Check the card number, the expiry date, the available balance, and whether the billing address matches the one your bank holds. If it still fails, your bank or PayPal can tell you the reason, because they hold it and we do not. Email support@zjessp.com and we will help you get the order through.

Can I cancel or change my order?

Yes, within 24 hours of placing it. Email support@zjessp.com with your order number. If the 24 hours have passed but the parcel has not left us yet, we will still cancel it, so ask rather than assuming. Full detail is on our Cancel & Change Order Policy page.

Do you charge sales tax?

Sales tax is calculated at checkout where applicable, based on your delivery address. The amount is shown before you confirm payment.

Shipping and Delivery

Where do you ship?

Within the United States only. We cannot deliver to P.O. Boxes, APO or FPO addresses, or U.S. territories, because our tracked carrier services do not cover them. If one of those is your only address, write to us before ordering.

How much is shipping?

$4.95 flat per order, whatever the size or weight. A single tee costs the same to ship as a coat and two pairs of trousers, and there are no surcharges at checkout.

What is the order cutoff?

5:00 PM EST, Monday to Friday. Orders placed before it begin packing the same day. Anything after it, or over a weekend or public holiday, starts on the next business day.

How long will my order take?

1–3 business days to pack, then 5–7 business days in transit, so most orders arrive within 6–10 business days.

Which carriers do you use?

USPS, UPS, and FedEx. The carrier is chosen by destination and parcel size.

Will I get a tracking number?

Yes. A shipping confirmation with tracking goes out as soon as the carrier scans the label. You can follow it on the carrier's site or look the order up on our Order Tracking page.

Tracking says delivered but nothing arrived.

Tell us. We open the carrier trace ourselves rather than sending you to do it, and we replace or refund a confirmed loss in full including the shipping you paid. Checking with neighbors, a building manager, and your local post office at the same time is worth doing, because parcels turn up in those three places more often than anywhere else.

Can I change my delivery address after ordering?

Within 24 hours, yes, and free of charge while the order is still with us. After dispatch we contact the carrier on your behalf to request a redirect. Our Cancel & Change Order Policy page covers what happens in each case.

Products and Sizing

What do you sell?

Women's everyday clothing across tops, tees and tanks, sweaters, pants, dresses, and outerwear. Everything is ready-made stocked inventory, shipped from Dania, Florida.

How do I choose a size?

Use the flat measurements published on each listing rather than the size letter. Lay a garment you already own and like the fit of on a flat surface, measure it, and compare those numbers with ours. A letter is a guess, and it varies between makers by more than most people expect. A number in inches is something you can check.

Does a medium mean the same thing across your categories?

That is the standard we hold ourselves to, and it is the reason we publish flat measurements on every listing rather than a letter alone. Check the numbers on the specific item all the same, because a relaxed knit and a tailored trouser will never measure identically even when both are cut to fit the same person.

What if the size is wrong when it arrives?

Send it back. You have 30 days, you do not owe us a reason, and we email you a prepaid label, so it costs you nothing beyond repacking the parcel. See our Return & Refund Policy.

Will the color look like the photograph?

Close, but displays vary. Screen calibration, room lighting, and daylight all shift how a color reads and we cannot control any of them. If the color is not what you expected in your hands, that is a valid reason to return it and the return costs you nothing.

How should I wash these?

Follow the care label on the garment itself, since a knit, a denim trouser, and a cotton blouse each want something different. Our care guide on the blog goes through what each fiber family actually needs.

Returns and Refunds

What is your return window?

30 days from the delivery date, for items that are unworn, unwashed, unaltered, and still have their tags.

Do I have to explain why I am returning something?

No. A sentence about what did not work helps us decide what to stock next, but you do not have to justify the return to us and we will not ask twice.

Who pays for return shipping?

We do. Request the return and a prepaid label lands in your inbox within 1 business day. Return shipping costs you $0.00. If you have no way to print, say so and the label arrives in a format the carrier can scan from a mobile screen.

Is there a restocking fee?

No. There is no restocking fee, no processing fee, and nothing deducted from your refund for handling.

How long does a refund take?

The full timeline, from inspection through to the money appearing on your statement, is set out in the Refund Processing section of our Return & Refund Policy.

Can I exchange instead of returning?

Yes. Email us with your order number and what you want instead. We email a prepaid label for the item coming back and ship the replacement free, so an exchange never carries a second shipping charge. Returning and reordering is usually faster, because the new item ships immediately.

Something arrived damaged. What do I do?

Email support@zjessp.com within 7 days of delivery with your order number and a photograph. You choose a replacement or a full refund including the original shipping charge, and in most cases there is no need to send the item back at all.

Still Have a Question?

If your question is not answered above, send it to us. Real questions from customers are how this page gets longer.

Thank you for shopping with us, and for making room in your wardrobe for something of ours.