FAQ
Frequently Asked Questions
Below are the questions we are asked most often. If you cannot find what you need, email us at info@janeandblake.com or call us on +1 (646) 980-4213, and we will reply within one business day.
Orders
How do I place an order?
Choose your size and color on the product page, add the item to your cart and complete checkout. You will receive an order confirmation by email straight away. If it does not arrive within a few minutes, check your spam folder or contact us.
Can I change or cancel my order?
You can cancel free of charge any time before your order ships. Orders are usually handed to our fulfilment partner within 1–3 business days, so email us as soon as possible. Once shipped, an order cannot be cancelled, but you can still return it within 30 days.
Can I change my delivery address?
Contact us immediately. We can update the address before your order ships. After that, the address is fixed with the carrier.
Shipping and delivery
How much is shipping?
Shipping is free on every order within the United States. There is no minimum order value.
How long will my order take?
Orders are processed within 1 to 3 business days. Delivery then takes a further 8 to 14 business days, so most orders arrive within 9 to 17 business days. Orders placed before 6:00 PM ET start processing the same business day. Full details are in our Shipping Policy.
Where do you ship to?
We ship throughout the United States. We do not ship to PO Box addresses or military addresses (APO/FPO/DPO).
How do I track my order?
As soon as your order ships we email you a tracking number and a link. Tracking can take a few business days to start updating — this is normal and does not mean the parcel is lost.
Why did my order arrive in more than one package?
If you order several items they may ship separately and arrive on different days. Each shipment has its own tracking number.
My package is lost or damaged. What do I do?
Email us at info@janeandblake.com right away. We will work with the carrier to investigate and find a solution as quickly as possible.
Returns and refunds
What is your return policy?
You have 30 days from the day you receive your order to request a return. Items must be unworn, unwashed and in the same condition you received them, with tags attached and in their original packaging.
How do I start a return?
To start a return, email info@janeandblake.com within 30 days of delivery with your order number. We reply within one business day with your return authorisation and the return address for your item. Parcels sent back without authorisation cannot be processed.
Who pays for return shipping?
Change-of-mind returns are sent to our fulfilment partner in Asia; the exact country and address are confirmed by email when you request your return authorisation. For change-of-mind returns you book and pay for your own return shipping. We do not send a return label and we do not deduct a fee from your refund. If your item is faulty, damaged or incorrect, we cover the return at no cost to you. We do not charge a restocking fee.
When will I get my refund?
Once we receive and inspect your return we email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days of that email. Your bank or card issuer may take a few days more to post it.
Which items can't be returned?
Personalized items and gift cards.
Do you offer exchanges?
We accept exchanges on any item within 30 days of delivery. Email info@janeandblake.com with your order number and the item, size or colour you would like instead. We reply within one business day with return authorisation and the return address. You book and pay for the return shipping, the same as a change-of-mind return. Your replacement is dispatched once we have received the original item, and arrives within 9-17 business days from dispatch. If the original was faulty, damaged or incorrect we cover the return at no cost to you.
My item arrived damaged or incorrect. What do I do?
Contact us right away with your order number and a photo of the item, so we can make it right.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Shop Pay. See our Payment Policy for details.
Which currency are prices in?
All prices are in U.S. dollars (USD). Any sales tax that applies is calculated and shown at checkout before you pay.
Is it safe to pay on your site?
Yes. Our site uses SSL encryption and our payment providers are PCI compliant. We never see or store your full card number.
When am I charged?
At the moment your order is placed.
Products and sizing
How do I choose my size?
Every product page has its own size chart with measurements in inches and centimeters. Please measure and compare rather than assuming your usual size. If you are between sizes or unsure, email us and we will advise.
How should I care for my items?
Follow the care label on the garment. As a rule, wash knitwear cold and dry flat to keep its shape.
Discounts
Do you offer multi-buy savings?
Yes, and they apply automatically in your cart — no code needed:
Buy 2 items — 10% off
Buy 3 items — 15% off
Buy 4 items — 20% off
Buy 5 or more items — 25% off
Multi-buy savings cannot be combined with other promotional codes.
Contact information
Store name: Jane and Blake
Company name: ML ECOM OPERATIONS B.V.
Company address: Prins Frederik Hendriklaan 84, 1411 GB Naarden, Netherlands
Returns: Do not send items back without authorisation. Email us first for return authorisation and the return address for your item.
Phone: +1 (646) 980-4213
Email: info@janeandblake.com
Monday to Friday | 8:00 AM – 4:00 PM (ET)
Weekends | Closed
We aim to respond to your inquiries within one business day.