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FAQ

  • Product Questions

    How do I know my size?

    Please select your normal US shoe size.

    Our men's and women's shoes are produced using a standard width. Athletic shoes and sneaker brands tend to vary widely with their sizing, so we ask that you use your normal non-athletic shoe size as a reference. Please refer to the "Size & Fit" section of our product pages for all product-specific information.

    If you prefer to have your fit questions answered by someone on our team, please e-mail help@jackerwin.com.

    What are some tips for maintenance and care?

    Shoe Polish/Conditioner: Full grain leather shoes should be conditioned on a regular basis to keep the leather well moisturized.

    To maximize the leather's life and bring out its shine, select an all-natural, cream polish. We recommend avoiding wax-based polish which can suffocate the leather and cause cracking over time.

    If you have questions on how to care for our suedes, nubucks and tumbled leathers please email help@jackerwin.com.

    Shoe Trees: After daily wear, wooden (not plastic) shoe trees should be inserted into your shoes to absorb excess moisture and preserve their shape.

    Shoe Horn: We recommend using a shoe horn to put on your shoes as it helps to preserve the back counter and overall structure of your shoes.

  • Order Questions

    How long will it take to get my Jack Erwins?

    All standard orders over $50 are shipped free and will be sent prior to the end of the following business day. These orders should arrive at your door within 7-10 business days of their ship date.

    Not quick enough? We offer expedited shipping options, which are quoted directly at checkout.


    What is your return policy?

    30-Day Return Policy
    If you aren’t completely satisfied with your order, you have 30 days from the date of shipment to initiate a return. We do not accept worn or damaged items. Items marked as Final Sale cannot be returned. Jack Erwin will only accept unworn items with all original shoe box contents and packaging.

    Please use a soft surface such as a rug or carpet to try on your shoes, as the soles will easily scratch if you walk on hardwood or concrete floors. Shoes with scuffed soles cannot be returned for a refund. If your shoes are sent back with creased leather, a $50 damage fee will be deducted from the refundOnce we receive and inspect your returned items, you will be sent a confirmation email documenting your refund. If your return does not meet the above policy, you will be notified by our team.

    Gift cards and expedited shipping charges are non-refundable.

    Return Process

    You may create your return label through the returns portal here.

    If you purchased order protection through Re:do at the time of checkout, there will be no cost to return your items for store credit or exchange. Simply submit the return for store credit or exchange and receive a prepaid return label through the portal. If you did not opt for this coverage or you are seeking a refund, you will be able to purchase a shipping label through the portal.

    Important note: Please include the packing slip that’s attached to the shipping label with your return. Once the return label is created, you will have 7 days to drop your package off with UPS. After those 7 days, the return label will expire.

    Simply pack up your returned items and affix the prepaid return label on the outside of your package. Then, drop off your return to your local UPS pickup location.

    Once we receive and inspect your returned items, we will refund your original method of payment and notify you by email. If your return does not meet our policy, you will be notified by our team.

    Please allow 5-10 days for your returned items to reach us for inspection and another 4-6 days for your refund to be processed.

    What happens when you sell out?

    We introduce a seasonal collection two times per year and periodically restock best-sellers. 

    Note: We are unable to guarantee which styles will be carried over to the following seasons, so be sure to grab what you like when it’s available!

    Sign up for our mailing list to receive up-to-date information on new product releases and restocks. If you prefer to have your questions answered by someone on our team, please e-mail help@jackerwin.com.

    What is your exchange process?

    Exchange Process

    We offer exchanges for all unworn, unaltered products within 30 days of purchase. Please contact us at exchanges@jackerwin.com to initiate the exchange process.

    You may create your return label through the returns portal here.

    As part of our exchange process, we will wait to receive and inspect your exchanged products before we ship your replacement order.

    If you would like to receive your new pair faster, please place a new order through our website, and we will refund your original purchase in accordance with our return process above.

    Important note: Please include the packing slip that’s attached to the shipping label with your return. Once the return label is created, you will have 7 days to drop your package off with UPS. After those 7 days, the return label will expire. 

    I live outside the United States. Can I still get a pair of Jack Erwins?

    Yes, we now ship internationally! 

    International Shipments are shipped via FedEx, UPS, or DHL depending on destination. Delivery times vary depending on the destination country, but 5-10 business days is typical. Shipping rates shown on the website do not include local duties or taxes, except when shipping to Canada in which case duties are included.

    International Shipping Rates

    International shipping rates will be a flat fee of $59. GST of 5% will be added to all orders shipping to Canada. Prices & shipping rates to do not include duties or import taxes. Please determine locally what charges may apply as they will be collected by the appropriate local authority.

    Expedited International Delivery

    Prices for Expedited International Deliver vary depending on the destination. Packages arrive within 7 business days, provided order is placed before 1 PM (ET). Not available for items shipping to PO Boxes and APO/FPO addresses. 

    Duties & Import Taxes (Outside of the US & Canada)

    Prices & shipping rates to do not include duties or import taxes. Please determine locally what charges may apply as they will be collected by the appropriate local authority.

    Exceptions: CANADA - Shipments to CANADA do not pay duties, only GST as appropriate.

    Sales Tax, VAT, GST (Canada)

    GST of 5% will be added to all orders shipping to Canada.

    Questions? Please e-mail us at help@jackerwin.com.