William Lipovsky
You cannot return J.Crew Factory items to J.Crew, corporate customer service representatives said. You must return J.Crew Factory items to J.Crew Factory and J.Crew items to J.Crew.
We contacted both J.Crew and J.Crew Factory stores across the U.S. to verify this information; all locations confirm the corporate policy and do not allow returns between brands.
Other J.Crew Returns
J.Crew Mercantile Returns
J.Crew Factory stores are typically located within outlet malls. J.Crew Mercantile offers the same items as Factory stores but at locations other than outlet malls.
Since J.Crew Factory and J.Crew Mercantile share the same merchandise and website, you can return J.Crew Mercantile purchases to J.Crew Factory.
Online, phone, or in-store purchases from J.Crew Mercantile are returnable at J.Crew Factory stores.
J.Crew Marketplace Returns
The J.Crew selling platform J.Crew Marketplace allows independent, third-party sellers to sell and ship directly to customers.
J.Crew handles payments and order tracking for the J.Crew Marketplace, but the individual sellers are responsible for shipping. Because of this, you must send returns of J.Crew Marketplace merchandise directly to the seller.
You cannot return Marketplace purchases at J.Crew or J.Crew Factory stores.
J.Crew Factory Return Process
You can return J.Crew Factory items that are unworn with tags and in new condition (or defective) within 30 days of purchase online, by phone, or in stores with the original proof of purchase.
If the item was a gift, you will need the gift receipt to return or exchange it.
Store associates do not have the ability to look up receipts. If you lost your invoice, you should be able to reprint a copy from your online transaction.
If you lost your receipt, you can provide the store location, purchase date, and last four numbers of the credit card used to a customer service associate at (800) 562-0258 or on the J.Crew live chat.
To complete an in-store return, you can bring items to the register or the customer service desk. You can also ship your return; begin the return process at J.Crew Factory’s website.
Our related article on returning clothes without tags outlines the details of the J.Crew return policy.
Exclusions
The following items are not eligible for return at J.Crew Factory:
- Altered items
- Any item without a receipt
- Final sale items
- Gifts without a gift receipt
- Items beyond the 30-day return window
- Lingerie
- Monogrammed items
- Personalized items
- Vintage items
Additionally, while fine jewelry is returnable, you must arrange the return by calling (800) 261-7422. You cannot return it to a J.Crew Factory store.
J.Crew Factory Refunds
Store Returns
You will receive a full refund to the original method of payment when returning in-store purchases.
If you return an online purchase in a store, your refund will be for the cost of the item minus the original shipping charge. Gift return refunds will be in the form of a gift card.
If you paid for your original purchase with cash or a check, you may need to show a photo ID to process the return. We were told that J.Crew Factory may track returns, and there is no additional return leniency for credit card holders or rewards members.
Mail Returns
If you choose to mail an online purchase back rather than return it in-store, there is a $7.50 fee for the prepaid shipping label, which J.Crew Factory will deduct from your refund total.
You do not need a separate label for multiple items; you can return an unlimited amount of items within the same package using the prepaid label.
It will take up to two weeks to process your return. Your refund amount for the cost of each item will be in the form of an e-gift card. Original shipping charges are non-refundable.
