General Questions
What are your operating hours?

Our customer service representatives are available at , You can reach us 24 hours a day, seven days a week.

What forms of payments do you accept?

JP: by J.Peterman supports multiple payment method, including:

Visa, MasterCard, Maestro, American Express, Union Pay, AlipayHK, WeChat Pay HK.

Website, Online Account and Programs
What are the benefits of placing orders through a registered account?

With a registered account, you will have complete access to your order history, your address book, and earning bonus point.

I don’t remember my password for my online account, how can I reset it?

You may reset your password online. If you are still having trouble you may contact us via email and we can send you a password reset form.

My promotional code is not working? What should I do?

There are a few things you can check. The only promotional codes we offer are posted on 

What forms of payments do you accept?

We accept all major credit cards or debit cards such as Visa, MasterCard, Maestro, American Express, Union Pay and we also accept AlipayHK and WeChat Pay HK.If you have a promotion code, please enter it in the checkout page in the ’Promotion Code‘ field and click on ’Apply‘. Please check the applying rules of your promotion code before using it. Please note that you cannot use more than one promotion code for the same purchase order. Not all Products are eligible for the promotion code.

Are there exchange rate?

All transactions on are processed using a secure online payment gateway. Even though you can choose your currency while browsing the website please note that all final transactions will be processed in USD.

Do I need to pay for duty/tax fees?

Orders placed on for delivery to International may be subject to additional duties and taxes during checkout page.

How quickly will my order ship after it is placed?

For in-stock orders:

All orders will ship out within 3 business days from the time the order is placed. Any order placed on a Friday will not ship out until Monday. We now ship worldwide. Order delivery can take from 3- 7days depending on your location. Shipping is free for all orders over USD$150, otherwise will be charged a flat shipping fee of US$15.


For made-on-demand orders:

It will take two weeks to produce after purchase, and delivery can take from 7-14days depending on your location from our factory. All deliveries can tracked using the tracking number upon shipping confirmation.

What are your shipping costs?

US$15 for all orders under US$150. You can enjot free worldwide shipping on orders over US$150.

Customs is asking me for more information. What should I do?

We know how annoying customs can be sometimes, so we’re more than happy to help you out. Let us know what customs needs from you, your order number and any other related information. We’ll try our best to get everything taken care of as soon as possible.

My order has already been shipped but I need to update the address. What should I do?

Please contact us as soon as possible if you need to change your address. Keep in mind that a rerouting fee may be charged by the courier to change your address.

Return, Policy and Order Status
How can I check the status of my backorder items?

Please email our customer service representative for assistance.

What is your return policy?

We have a 14 calendars day return policy on all items after you have received your package. All items must be in their original condition. We will not accept anything that has been washed, worn, or damaged. We will handle the shipping costs only if we have delivered a wrong or faulty product. Please click here for our full return policies.


Sale items cannot be return or exchanged. No exceptions will be made for sizing, fit or fabric issues. We encourage our customers to reach out to us before placing your sale item order.

What is your return policy on an Altered item?

Please note that altered items cannot be returned. Take care to provide your accurate measurements when ordering.

Can I exchange an item for a completely different item?

Of course! You are welcome to exchange an item for anything else, the shipping fee for the new order will be waived. If the new item cost more than the original, then we will have to charge your credit card for the additional cost. If the new item cost is less than the original purchase, the difference will be refunded back to your credit card.

I recently bought an item that is now on sale, what is your policy?

For any item that was purchased at full price and then goes on sale within seven (7) days, we will give you a sale price adjustment in the form of store credit.

Product and Sizing
Are your sizes true to size?

Our sizes are true to JP: by J Peterman, however they might not compare to other retailers. We have garment measurements available on all of our items, to better assist you.

Who makes your products?

We travel all over the world to get ideas for our designs. We work on the designs ourselves here at JP: by J Peterman and provide the material and sizing specifications directly to our manufacturers, who adhere to our specifications.

I have never bought from you before. How can I be sure the item is going to fit?

We have garment measurements for all of our items, if you have specific questions about a particular item please email our customer service representatives and they will be happy to help you get the right fit.

How do I find out your promotions?

You can find all details on our upcoming on our social channels (Instagram and Facebook).

Are any items excluded from promotions?

We hate to break it to you, but all sale items are excluded from promotions, as well as certain items.These items have a disclaimer on their product pages that read This item is excluded from promotions to avoid any confusion.

How do I add promo code to my order?

If you have a promotion code, please enter it in the checkout page in the ’Promotion Code‘ field and click on ’Apply‘. If you are still having problems applying the code to your online order just email us and we will be happy to assist you.

Can I use more than one promo code in my order?

Only one promotion can be used per order unless stated otherwise. Don’t forget, free shipping is also a promotion, so you might have to decide what’s more important: the special promotion or the free shipping.

What is your bonus point system?

Earn 1 point for every US $10 you spend! Bonus point can be used in next purchase. Every 1 bonus point equals to US $1 at JP: by J.Peterman online shop.