1. How do I start the return/exchange process?
Locate and fill out the return/exchange form that correlates with your order (the last page of your receipt). You may send your return/exchange to us any way you feel comfortable. We recommend tracking the package.
2. Do my Jane benefits carry over to my exchange item(s)?
Yes. However, if you decide not to do an exchange, your benefits will be lost.
3. How will I be reimbursed for a return?
We will always refund the person who is listed in the billing section on your receipt by the original form of payment used.
4. Do you need my credit card information?
If you are getting a refund, we do not. However, if you will have a balance due, please provide your credit card info on your return/exchange form to help expedite the process.
5. Will I be charged shipping on my exchange?
You are responsible for the shipping to us. We will not charge shipping to send it back to you unless extra items are requested. Example: returning one item and requesting two items in exchange, shipping would be added on. (1–3 items = $7.50, 4–7 items = $9.00, 8–11 items = $10.50)
1. What stores can we find your clothing in?
None. We do not sell in stores or to stores. We sell exclusively through our Trunk Keepers in in-home Trunk Shows, and through our Matilda Jane Platinum site.
2. How can I host a show?
Interested in becoming a Jane? All you have to do is fill out the contact form and let us know. We'll be in touch with you in a few days.
3. I can't go to a show, nor do I want to host one. How can I get your goods?
You can fill out and submit the Find a Trunk Keeper form, or give us a ring at the office and we can point you in the direction of the Trunk Keeper nearest to you. She will help you out by taking a phone order. The office number is 260 424-3511.
4. Do you ship internationally?
We sure do.
5. Where will my order ship from?
Good ol’ Fort Wayne, Indiana
6. How long does it take to receive my order?
Usually it takes 1–2 weeks to ship your order. We always strive to get orders out as quickly as possible. It's a priority to us!
7. Can my daughter be your model?
We are sure she is stunning, but that is out of our hands, thankfully. We could never choose! We leave it up to our photographers to work their magic.
8. Why is the trim on my dress different?
Many of our pieces are handmade right here in the States. Variations will occur and are not considered a defect. After all, we are the "unpredictable clothing company."
9. Can I sell your clothes?
Certainly. We are an ever-expanding company, but can only bring on a select and limited number of Trunk Keepers per season. Just fill out the info form on the Join Us page, and we'll be in touch with details.
10. Will I be charged sales tax?
By law, we are required to collect and remit sales tax for orders shipped to a state in which one of our Trunk Keepers resides, provided that "clothing" is actually a taxable item in that state and our company has sufficient nexus in that state. Depending on the state, we may charge the state sales tax rate as well as possibly city and county sales tax. For an up-to-date list of states in which we have a Trunk Keeper, please refer to the "Find a Trunk Keeper" page of the site. Some states require sales tax to be charged on the shipping cost as well. Any state listed on the Find a Trunk Keeper page that has an (*) after it is a state whose sales tax laws require us to charge sales tax on the shipping amount as well as the product itself.
11. Are there limits to order quantities?
In order to help as many customers as possible acquire Matilda Jane Clothing pieces, we will, at times, be required to place restrictions on quantities ordered. Please contact your Trunk Keeper or our office to find out if, and when, such quantity restrictions are in place.
12. What the photography usage rights if I submit a photo?
This question gets in to legal territory. All photos submitted to Matilda Jane Clothing via Facebook, email, blog, or regular mail, become the property of Matilda Jane Clothing, LLC and cannot be returned. Further, Matilda Jane Clothing, LLC assumes all rights of the photos and can use the photos in any way and in any medium. Further, submitter of photos commits to withdraw from making any legal claims or disputes against Matilda Jane Clothing, LLC and understands that Matilda Jane Clothing, LLC is under no legal obligation to compensate the submitter of photos.