Skip to content

CJLA Help Center

CJLA Help Center




How do I wash my CJLA pieces?


To best care for your clothing, we recommend our garments be hand washed and laid flat to dry.  Some items may be machine washed on gentle, hung or laid flat to dry, and gently steamed if necessary.  If you are unable to hand wash, we also highly recommend garment bags as they may help protect your pieces a little better! This will give them the longest and best wear!

 


For questions please email info@carlyjeanlosangeles.com


Enjoy!


Thank you for your purchase, we are so grateful you are here!  Each order is packed up as quickly as possible with the utmost care.  Please note that you may experience order processing delays during this time as we work to ensure the health and safety of our team members .  Thank you for your understanding!


How can I track my order?

  • Once your order is placed, a confirmation email will be sent to the email address associated with your order.
  • Orders generally take 24-48 hours for processing and the order status will appear “Unfulfilled” until it has shipped. Once it has shipped you will receive an email confirmation with a tracking number.
  • You are also welcome to sign up for up-to-the-minute tracking notifications on your phone using SHOP.   You will be invited to sign up using the link on your order confirmation email as well.  Please let us know if you need further assistance!

Can I make changes to my order?

  • Unfortunately, we are not able to make any changes or cancel individual items from the order once it has been placed. We recommend reviewing your order thoroughly before you place it.
  • This includes changing the shipping method. Once your shipping option has been selected and the order has been placed, it cannot be changed.  


I need to cancel my order

  • Once your order has been placed we are unable to cancel it.  You are welcome to return the items using our online return portal.  To print out a free return shipping label, follow this link to our returns page: https://www.carlyjeanlosangeles.com/pages/returns

Due to extra safety measures during this time, there may be shipping delays as we work to ensure the health and safety of our team members.  Thank you for your understanding!


FREE SHIPPING OVER $100

U.S. & Canada Customers Only. Order subtotal must be $100 or more to qualify!


Shipping destinations:

  • We ship to the United States, Canada, Australia, Germany, Sweden.

Shipping times:

  • We aim to ship your order out within 24-48 hours from when the order was placed.
  • Standard shipping for Domestic orders takes 2-7 business days from when it leaves our warehouse (not including weekends or holidays)
  • Please note that your order may experience delays due to a high volume of orders during promotional events or Holidays.


Overnight Shipping

  • Overnight shipping orders placed before 11 AM PST Monday-Thursday will be shipped same-business day.  
  • All overnight shipping orders placed after 11AM PST will be shipped next-business day.  
  • Any overnight orders placed over the weekend will be shipped out Monday morning.

Shipping Rates:

  • U.S. and Canada orders over $100 ship for free
  • Standard shipping for U.S. orders is $5.95
  • Overnight Shipping for U.S. orders is $19.95
  • Orders under $100 will be charged for shipping depending on your chosen delivery method. Full price will be displayed at checkout. 
  • Shipping to Canada is $12.95
  • All other International Shipping locations will be charged $19.99

International Shipping:

  • We aim to ship your order out within 24-48 hours from when the order was placed.
  • International orders take approximately 8-10 days transit time.
  • We are not responsible for any duty/import/taxes/customs/etc charges you may incur. International orders are subject to the receiving country's import fees, duty, taxes and/or brokerage fees. These funds are not paid to CJLA nor are they set by CJLA, rather they are paid to and set by your home country's government as per import/export regulations and charged by your local postal carrier. Funds are due upon receipt in accordance with your local import and postal regulations.
  • International orders are shipped via DHLGPS (DHL Globalmail Packet Standard)
  • Please note that your order may experience delays due to a high volume of orders during promotional events or Holidays.

Where is my package?

  • When your order ships, we send you a confirmation email with a tracking number to track the status of your package.  Be sure to check your spam/junk folder if you do not see it in your inbox. Once your package has shipped please allow by the end of the day for tracking to be updated.
  • Track your package through SHOP.   Shop is an iOS and Android app that tracks your package and gives you live updates from checkout to delivery.  You are invited to sign up using the link on your order confirmation email.  Please let us know if you need further assistance!

Lost/Stolen Packages:


If you have not received your package within the allotted time frame,  we recommend waiting at least another 3 days.  Please check your front porch, side door, back porch, garage area, bushes, and mailbox to make sure it’s not hiding or jammed. Also ask your neighbors if they may have received it for you. If your package still has not turned up, please contact us.

  • We are not responsible for lost, held, or damaged packages. We are also not responsible for mis-delivery errors via carrier, or incorrect shipping info. Shipping is a service you purchase from DHL/USPS along with your order from us, so any shipping issues must be handled by the carrier.

Return Policy


We get it.  Sometimes things just aren't meant to be.  If you're looking to process a return, don't worrywe've made it easy!  

  • Unwashed, unworn and unused merchandise with original tags still attached may be returned for store credit.
  • Items must be returned no longer than 21 days from date of delivery to get a store credit. 
  • All masks, jewelry, perfume, hair products/accessories and CJLA Home products are final sale and not eligible for return or exchange.
  • Items marked down to 40% off or more, Daily Deals and pieces marked Final Sale are not eligible for return or exchange.
  • Shoes must be unworn and free of any scuffs or marks. 
  • Once your return has been processed, you will then be sent an email containing a CJLA E-Gift card code in the amount of the item returned not including any initial shipping charges. 
  • We only offer store credit for returns, we do not issue refunds to the original form of payment. Store credit does not expire.

HOW TO START A RETURN


U.S. RESIDENTS: 

1. Enter your email address and order number in the designated returns center HERE. 

2. Select the eligible items you would like to return.  Please note, if an item is ineligible for return you will not be able to select that item (see ineligible return list below).

3. Once you complete this process, a packing slip and prepaid UPS return label will be available for you to print!

4. Please ensure you are sending back only the approved items- any additional items that are not authorized on the packing slip will not be given store credit. 

*Make sure to drop off your package at a UPS location https://www.theupsstore.com/tools/find-a-store , not USPS. If you drop your return off at U. S. Postal Service and not UPS, a $10 processing fee will be deducted from your return credit.


  

INTERNATIONAL RETURNS AND APO ADDRESSES: 


We do not cover return shipping for international purchases or APO addresses at the moment. Please send your return back using your own label and don’t forget to include your name and order number so we know where to issue the credit to! Keep the tracking number for reference and send returns to:


ATTN: CJLA Returns
Carly Jean Los Angeles
28936 Avenue Williams
Valencia, CA 91355


Why isn't my order/item I want to return showing up?

  • Pieces that are ineligible for return will not show up as an option to select because it is ineligible (please review the list of ineligible items below).
  • If your order is past the 21-day policy it will not show up. 

Why can't I print out my return label?

  • If you are trying to create a return shipping label for your return and it is not working, it is most likely because it is past the 21 days, or the item is final sale.
  • If your return label is not formatting correctly, this has been known to happen and can be contributed to computer configuration.  Please email the team at  returns@carlyjeanlosangeles.com and we are happy to help!
  • Please note return labels do not work for international packages (please see International Returns process above)

How will I receive my store credit?


  • Once your return has been processed, you will be sent an email containing a CJLA E-Gift card code in the amount of the item returned not including any initial shipping charges. 
  • Store credit is calculated to reflect any discounts taken and taxes paid at the time of purchase. We only offer store credit for returns. 
  • If you do not receive your store credit please be sure to check your spam or junk folder as sometimes it accidentally ends up in there.
  • We do not issue refunds to the original form of payment. Store credit does not expire.

How long will it take to get my store credit?


  • If you are a U.S. customer and used our return system to send in your package, you will receive your store credit once we can verify your package is on it's way back!  You will automatically be issued credit at first carrier scan.  
  • If you have sent the return back using your own label, or are sending back an International return, please allow 5-7 business days for our team to receive and process. 
  • We issue store credit via email, there is a possibility it could have gone to your spam or junk folders. Please check there first and reach out if you still have not received your credit after 7 business days.


Ineligible items for return/ FINAL SALE section


Who loves a great deal?  We do!  Please note, all items that are in our FINAL SALE section or marked FINAL SALE in the description are not eligible for return or exchange.   All Sales Are Final. 


  • All jewelry is final sale due to sanitary precautions and therefore not eligible for return. 
  • Hair products and accessories are final sale and not eligible for return. 
  • Items marked down to 40% off or more are considered Final Sale and not eligible for return or exchange. 
  • Items marked with a price ending in .99 or .49 are Final Sale and ineligible for return


Are Daily Deals returnable?

  • Daily Deals are specially marked down to 50% off or more and are not eligible for return or exchange.

What if I received a damaged item?

Oh no!  That is not the quality that we pride ourselves on here at CJLA!  If you received a damaged item, please click on the "damage" button through our return portal and include a photo within 48 hours of receiving your package.  We will happily work to rectify the issue right away!


How can I make a size exchange?


CJLA follows a return and repurchase system. The reason for this is that we cannot guarantee stock of an item at a particular time. You may send your piece back as a return (we have prepaid shipping labels for returns within the US on our website under the returns section).  You will be issued a store credit for your item (excluding shipping cost) upon the first carrier scan.  When you’re ready to place the new order, please use the store credit that was issued back for the return on your new order. 

If it’s just a size exchange, we are happy to honor the price you originally paid!  Place your new order with the proper sizing and pay the initial difference in cost.  Then email us your new order number! We will manually adjust the price to reflect the discount once your order has shipped! You will receive a confirmation email once your refund has been processed.  Please note, we do not reimburse for shipping or the difference on taxes on the repurchased order.


*Final Sale pieces are not eligible for size exchange


For further assistance with returns please reach out to our returns team at  returns@carlyjeanlosangeles.com

All prices are in US dollars and are subject to any applicable taxes according to state and local laws.


What forms of payment do you take?

  • We accept secure payments via American Express, Visa, MasterCard, Discover, Apple Pay, Google Pay.
  • You may also use a CJLA E-Gift card for payment.

E-Gift Cards

  • E-Gift cards are delivered immediately via email upon completion of your purchase.  
  • E-Gift cards do not expire.
  • To use your E-Gift card online follow these steps:
  1. Click "Check Out"
  2. On the right side on the check out page you will see a box that says "Gift card or discount code".  Enter your 16-digit code here.
  3. Click "Apply"
  4. Your subtotal will be adjusted accordingly.  
  • If you have a remaining balance on your gift card please keep your original email containing the 16-digit code.  You can use the remaining amount toward future purchases.
  • To use a discount code with your E-gift card, first type in the discount code and hit "Apply".  Then type in your 16-digit E-Gift card code and click "Apply".
  • You cannot use a gift card to purchase another Gift Card.

What does the option to pay with installments mean?

  • When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.*  In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

How does paying in installments on SHOP PAY work?

How it works

  1. Add items to your cart
  2. Check out with Shop Pay
  3. Choose to pay in 4 installments

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your card saved on Shop Pay every 2 weeks. You will get an email reminder before each payment to keep you in the know! 

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

  • The installments option on Shop Pay is available on debit and credit cards.


Which purchases can I pay in installments on?

  • Any product with the Shop Pay Installments option on the product page can be purchased using this payment method.

My installments payments using Shop Pay was rejected - why?

  • Eligibility for and approval of Shop Pay Installments is managed by Shop Pay and Affirm. CJLA has no control over this process, but you should receive an email from Affirm detailing why your payment was rejected.

What happens if I need to make a return on my order that was paid in installments?

  • If you need to return an item before paying off the installments, you will be issued out a store credit for the return as usual. However,  you will still need to continue to make the payments until the order is paid off.

How can I manage my Shop Pay account or change payment methods and addresses?

  • You can manage all of these settings through the Shop portal here.

Are there late fees?

  • No, there are no late fees if you miss a scheduled payment.

Will this affect my credit score?

  • No, if you choose to pay in installments through Shop Pay, there will be no impact to your credit score. For Shop Pay installments, Affirm will not report to credit bureaus.

I have other questions about paying in installments on Shop Pay.

  • If you have more questions about installment payments on Shop Pay, you can refer to help pages here or here.

*Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.

Give the perfect gift every time!  Carly Jean Los Angeles gift cards are the perfect present for any CJLA Girl.  No need to worry about whether or not your gift will be well received- - when you give the gift of a CJLA gift card you know that the recipient will absolutely love what they get!


Our gift cards are delivered instantly via email so there is no need to pay for shipping or wait for your gift to be mailed out.  There are no additional processing fees associated with CJLA gift cards.  Not seeing a gift card option for the exact dollar amount you were hoping to give?  No problem!  Send us an email at info@carlyjeanlosangeles.com and our Customer Care team can help issue you a gift card with your desired balance.

 If you wish to send the e-gift card directly to the recipient click on "SEND AS GIFT"  on the product page.  We'll directly email the recipient a link to open your greeting  and redeem your gift.  You can choose a design, write out a personal message, and choose what date you want the gift card delivered.  Enter in the recipient's name and email address and they will receive the email depending on the date you choose.  At this time we do not offer physical gift cards, they can only be sent virtually.


*Please note: Gift Cards cannot be purchased using another Gift Card.  Your order will not be fulfilled if you purchase a gift card using another gift card.

Once you purchase a gift card you will receive a confirmation email.   Please let us know if you have any questions we are happy to help!

How do I find my size?


All sizing is in U.S. sizes.  Please take a look at the chart below to guide you and feel free to reach out with any further sizing or fit questions.  We'd love to help! 


TOPS SIZING CHART

US SIZE*BUSTNATURAL WAIST
00 xxs29"-30"22"-23"
0 xs31"-32"24"-25"
2 s33"-34"26"-27"
4 s33"-34"26"-27"
6 m35"-36"28"-29"
8 m35"-36"28"-29"
10 L37"-38.5"30"-31.5"
12 L37"-38.5"30"-31.5"
14 XL40"-41.5"33"-34.5"



BOTTOMS SIZING CHART

US SIZE*NATURAL WAIST
00 xxs24"
0 xs25"
1 s26"
3 s27"
5 m28"
7 m29"
9 L30"
11 L31"
13 XL32"
15 XL33"
17 1X34"
19 2X35"
21 3X36"


DRESS SIZING CHART

US SIZE*BUSTNATURAL WAIST
xxs30"23"
00 xs31"24"
0 xs32"25"
2 s33"26"
4 s34"27"
6 m35"28"
8 m36"29"
10 L37"30"
13 L38.5"31.5"
14 XL40"33"


*Fits may vary by style or personal preferences; sizes may vary by manufacturer.

Are you a part of the CJLA A-List?

The CJLA A-List is our rewards program that allows you to earn rewards points every time you shop.  The more you shop, the more you earn!  Sign up today to start earning rewards points and get access to special member perks! 


Signing up is easy!  Follow these steps:

  1. Log onto www.CarlyJeanLosAngeles.com
  2. Look for the crown on the bottom right hand side of your screen titled "A-List"
  3. Click "Join Now" then fill in your first & last name, email address, and create a password.

How does it work?

  • Signing up is totally free!  
  • Just for signing up with a new email address you will receive 100 points!*
  • Time to shop! For every $1 spent, you will receive 5 rewards points!
  • Points accumulate & can be used at checkout toward your CJLA orders.
  • Points cannot be added for past orders.  Points start to accumulate once you are signed up!

*Make sure you sign up with an email address that hasn't been used on our site before.  Email addresses already in our system can still sign up, you just will not get the 100 points issued to new email addresses.

Member Perks

  • Hooray!  Receive a birthday gift of 300 points!  Your birthday must be entered in your account at east 90 days before the actual date to be able to receive your birthday gift!
  • Refer your friends and you both get a coupon for $5 off!  Send your friends your referral link and they automatically get a $5 off coupon.  Once they place an order, you get a $5 off coupon!  

Rewards points breakdown

600 points= $6 OFF Code

1000 points= $10 OFF Code

2000 points = $20 OFF Code


How do I use my rewards points?

  • When you're ready to redeem your points, you'll be given a special rewards points code to be entered at checkout.  This code will not expire but may only be used one time.
  • If you "redeem points" but decide to hold off on using the points and do not enter the code at checkout, your points are NOT gone!  Just hang onto the code until you are ready to use on a later purchase.
  • Since only one code can be applied per order, rewards point codes and other promo codes cannot be combined.

Every so often CJLA offers discount codes for sales and promotions.  These should be entered at checkout.  You are only able to use ONE promotional code per order.  Promotional codes are only available for a limited time.  


Discount Code Information:

  • Discount codes cannot be combined.
  • Rewards points coupons cannot be combined with discount codes.
  • To apply a discount code to your order:
    1. Click "Check Out"
    2. On the right side of the check out page you will see a box that says "Gift card or discount code".  Enter the code here.
    3. Click "Apply"
    4. Your subtotal will be adjusted accordingly.  Discounts do not apply to shipping or tax unless specified in promotion.
  • To use a discount code with your E-gift card, first type in the discount code and hit "Apply".  Then type in your 16-digit E-Gift card code and click "Apply".

Price Adjustments

  • So you purchased a fun new item and then it went on sale?! No worries, we will happily offer price adjustments if you purchased an item within 48 hours of when it went on sale.  
  • We cannot offer price adjustments if your purchase was made more than 48 hours from when the piece went on sale. 
  • Price adjustments will be given in the form of store credit.

Ethical Fashion is important to CJLA!  


Carly takes great care in choosing which manufacturers she purchases from. She strives to work with others that share the same values that CJLA represents and would never support a manufacturer that didn’t treat their employees respectfully.  She has personal relationships with the manufacturers and many are family owned businesses. 


Most of our pieces are made locally right here in Los Angeles.  All of our pieces made outside of L.A. are produced by family owned businesses as well.  They are ethically made and offer a fair wage and healthy work environment for their employees.


CJLA is all about simplifying your closet.  Everything in our shop is meant to be used over and over again in a variety of ways!  

Good News!  If something you wanted sold out, you can now be notified when it re-stocks!

Email List

  • If you want personal alerts on sales or launches sign up for emails!
  • Scroll down to the bottom right hand side of our Home Page on the website to where it says “Don't Miss Out”.  Enter your email address and click “Subscribe”.

Facebook

  • Join our CJLA Insider group on Facebook for all the CJLA goodness, from sneak peaks, live streams, behind the scenes and more!
  • Click HERE to request to be a member, from there you will request to join the group and answer a few questions.

YouTube

  • Looking for a different way to watch try-ons and tutorials?   Check out our YouTube channel!  
  • Click HERE and subscribe! 

Blog

  • For a recap of everything in stories and on the website checkout our Blog HERE

Pinterest

  • Join us on Pinterest!  Click HERE

TikTok

  • Check out CJLA on TikTok!  Click HERE

Instagram

Follow us on Instagram!

  • Click HERE for our Carly Jean Los Angeles account
  • Click HERE for CJLA Girls 
  • Click HERE for Carly Jean Home
  • Click HERE for Carly Jean Los Angeles Kids

Can't wait to connect.  Talk to you soon! 




If you are interested in personally collaborating with CJLA, please scroll down to the bottom of our Home page of the website and click on "collaborate".  Fill in your information and we will get back to you!

If you are interested in a product collaboration, please send an email to production@carlyjeanlosangeles.com .