JLK Policies & Information

Return Policy | Shipping Policy | Privacy Policy | F.A.Q. | Payment Policy | Stock Availability

RETURN POLICY:
Exchanges | Returns | Errors or Damaged Products

At JLK & Associates, Inc., our primary concern is your happiness and satisfaction. That is why we offer our 15-day 100% Satisfaction Guarantee & No-Hassle return policy to all of our customers, no matter how much your order total was or how often you shop with us. If you have any questions regarding this policy or need specific order information, please contact us at 1.866.456.7411 or service@jlk-associates.com.

Things to remember when returning and/or exchanging an item.
• By law, intimate garments that contain a crotch cannot be returned once they have been worn or tried on without a protective barrier. Please wear your own clean underwear when trying on these items. We regret that we are unable to accept returns or exchanges once the item has been tried on without an additional undergarment or that have been worn for any period of time.
• Please do not wear lotions, perfumes, powders, or deodorants when trying on your items. Also, please ensure that all items have been treated with care & respect (i.e. do not let your pets lay on them, do not leave them on the floor, do not smoke around the item or while trying it on, etc.)
• Items that have been washed are non-returnable.
• Please ensure that all portions of the the item's packaging are included with your return/exchange. This includes all tags, bags, boxes, envelopes, and any other packaging that came with your order. There is no need to return promotional materials including special offers, discounts, coupons, catalogs, or the original envelope that was sent with your order.
• Please return the item(s) in a sturdy package to ensure that the items are protected and retain their shape and quality. Any items that are returned bent or folded (with boning or wires), mis-shapen, smashed, stuffed, or damaged due to the manner in which they were shipped will not be accepted for a return/exchange. We recommend that you ship via Certified or Insured mail for your protection. Please do not use fiber-filled envelopes to ship the garments back to us.
• Custom dyed items (items with standard dye options) are subject to a 50% fee. Exchanges on a custom dyed item will receive store credit for 50% of the purchase price (including dye charges) towards the desired exchanged item. Returned custom dyed items will receive a refund of 50% of the purchase price (including dye charges).
• Any hosiery item with a crotch is non-returnable/exchangeable.
• All items marked final closeout, discontinued or clearance are deemed non-refundable. One exchange may be permitted with prior authorization provided the desired size is still in stock and all other requirements are met. Please call 1.866.456.7411 for authorization.
• All special request dye items are non-refundable/exchangeable (i.e. If the dye option is not normally an included option or the desired color is not a standard dye option and you have made special arrangements with us to dye the item).
• We reserve the right to refuse any item that does not meet the above specifications & health regulations.
• We reserve the right to change, alter, or modify any portion of this return policy at any time. Please visit http://www.jlk-associates.com/policy for the most up-to date policy information. This policy was last updated August 27th, 2010.

Here are a few examples of garments that are NON-REFUNDABLE.
• Items with any amount of pet hair or pet dander on them.
• Garments with stains, powder, deodorant, scuffs, dirt, grease or other marks on them.
• Items with boning that have been bent, folded, shaped or removed (be sure to ship items that contain boning in the same condition as they were received – do not bend or fold the items).
• Items that have been washed, worn for any period of time, or tried on without a protective barrier (i.e. a clean pair of underwear).
• Garments that smell of smoke, perfume, body odor, laundry detergent or other scents.

Please include the following in your return shipment:
• The first and last name of the person who ordered the item.
• A valid email address and telephone number.
• The order number and/or the original invoice.
• The item (in new condition) with all packaging and tags intact.
• A note of explanation for all exchanges, returns, errors or damaged products.
• A detailed explanation of the desired item to be exchanged (if applicable) – Name of the item, style number (if available), size, color, and any other information needed to fulfill your order.
• We reserve the right to refuse returns or exchanges that do not meet any of the above criteria. Please follow these guidelines to ensure a smooth return/exchange process.


EXCHANGES:

If you need to EXCHANGE your item for a different color, size or style...

Exchanges are simple. Please ship the items you wish to exchange (along with your original invoice) back to the return address listed below within 15 days after you receive your order*. All orders must be postmarked by the 14th day after the order was received to be considered for full credit. You will need to pay for the postage to send the package back to us. Once we receive the package at our warehouse, we will process your exchange and send the specified exchange item(s) provided the desired item is in stock. Please allow 3-5 business days processing time. If the desired item is unavailable or out of stock, we will contact you. If you wish to expedite this process, please call our warehouse before you return the item at 1.866.456.7411 and verify that we have the desired item in stock. The shipping charges for the first exchange are on us. You will be responsible for the shipping charges of any additional exchanges. Please see our Shipping Rate table for more information.

If there is a discrepancy in price between the exchanged items & the original order amount (including discounts & taxes) of less than $3, we will not issue a refund or require you to pay for the difference. It the discrepancy is more than $3, we will need to collect that amount before the exchanged items can ship. Because we do not hold credit card information in our system, we will contact you if we need to make payment arrangements. If you would like to expedite this process, you can include a check or money order with your exchange. If the discrepancy is in your favor, please allow 5-7 additional business days for your refund to process.


RETURNS:

If you need to RETURN an item that didn't fit, you didn't like or you didn't want...

Returns are simple, too. Follow the instructions above and send the item(s) you wish to return to the address listed below within 15 days after you receive your order*. Your order must be postmarked by the 14th day after you received your order to be considered for a full refund. Once we receive your returned items, we will begin processing your refund. You will receive a 100% refund of the purchase price including discounts and taxes if your items meet all return requirements. Please allow 5-7 business days to process your refund, and an additional 3-5 business days for the credit card company to process the payment. We regret that we are unable to issue a refund for shipping charges regardless of circumstances once the order has been shipped. Your refund will be issued in the same manner that you originally paid. If you paid with a money order, a paper check will be mailed to your billing address on file within 2-3 weeks.

If you are returning a portion of your order that has previously been exchanged, you will be given a refund minus the price of shipping the exchange. This includes the “first free exchange” offer and any subsequent shipping charges that you were not billed for.

PLEASE NOTE: If your purchase qualified for a discount or promotion (including a “Free Shipping” promotion), and you return a portion of your order you may be responsible for the original shipping charges and/or have the discount deducted from your refund. If, after a return, your paid merchandise total is below the promotional minimum specified, you will be refunded the purchase price of the returned item(s) minus any discounts or shipping fees. Please check the Shipping Rate table for more information. All other conditions apply.


SHIPPING ERRORS & DAMAGED ITEMS:

If you received the WRONG item or your item(s) was DAMAGED...

While we strive to provide 100% error-free shipping, we are human and we do make mistakes. In the unlikely event that you received the wrong item or the item(s) you received was damaged in any way, please contact our customer service department within 7 days to let us know about the issue. We will send you a pre-paid return shipping label to send the item back to us along with the correct item or a replacement item, if warranted. Once you have received the return shipping label, simply return the item(s) to our warehouse with a note explaining the problem. In special circumstances, we will ship out the replacement item upon receipt of the return package. Please call 1.866.456.7411 for more information or to report a damaged or mis-shipped item.

*RESTOCKING FEES
If your return or exchange package is not postmarked on or prior to the 14th day after you receive your item, your return/exchange will be subject to a restocking fee. For exchanges, this will come in the form of store credit and will be deducted from the purchase price of the desired exchange items. You will be responsible for any remaining amount and we must make payment arrangements prior to the shipment of the exchanged items. For returns, this amount will be deducted from your total refund.

Our credit card processor requires us to issue refunds within a certain amount of time of the original order. If your refund will be issued after this time allotment, we will need to obtain your credit card information again before issuing a refund. In this case, please allow an additional 3-5 business days for processing. Please refer to the table below for restocking fee guidelines. This table is based on how many days it has been since you received your order. You will be charged either a percentage of the purchase price or a flat fee minimum amount, whichever is greater. To expedite exchanges with restocking fees, please call prior to returning your shipment and we will make payment arrangements at that time. All items returned to us more than 90 days after the receipt of the order are non-exchangeable / non-refundable.

Mail Returns To:
JLK & Associates, Inc.
Attn: Returns Deptartment
140 Benton Street
Wenatchee, WA 98801

PAYPAL
If you choose to complete your order using PayPal, you will be redirected to a PayPal-hosted site. At the PayPal site, please CONTINUE through ALL of the screens until you are returned to this store to complete the order. Failure to do so could result in your payment being processed, but no invoice or record of the order.

CASH OR MONEY ORDER
We ship within 2 business days. Payment must be received within 10 days of purchase or your order will be canceled. Please allow transit time.

PERSONAL CHECK
We ship when the check clears. We will wait until the check clears before processing all special orders. This takes around 3 weeks. Payment must be received within 10 days of purchase or your order will be canceled. Please allow transit time.

Send funds payable to*:
JLK & Associates
140 Benton St
Wenatchee, WA 98801

*Your payment must also include a valid email address and phone number, and your order number. Without this information, we regret that we will not be able to process your payment and complete your order.

CONTACT US:

If you have any questions before, during or after the checkout process, please use the information below to contact us. Please include your name, a valid email address and phone number, and any information that will help us answer your question when sending correspondence (i.e. send your measurements along if you are wanting help with sizing; send the style number if you have questions about a specific product, etc.).

Contact Us for more information:
Postal Mail: 140 Benton St., Wenatchee, WA 98801
E-mail: service@jlk-associates.com
Phone: 1.866.456.7411 (Toll Free in U.S. or Canada), 509.888.5554
Fax: 1.509.888.5553