Frequently Asked Questions

General

Who picks the clothes — robots or people?

People. We use technology on the back-end that surfaces recommendations for each user based on fit and style. But a real personal stylist (the sort with years of experience working in production, design and merchandising in men's fashion) has the final say.

Can I change my stylist?

Of course! We rigorously train every one of our stylists to ensure they’re able to work with as wide of a range of clients as possible, but sometimes it may not be the right match. Just email us at jcpsupport@bombfell.com if you need a change and we’ll switch you to another stylist whom we think may work better with you.

How much is the JCP + Bombfell Big & Tall Box?

You pay for the clothes you keep. Our average price point is $39 per item, with a fair amount of variation. We charge a $20 styling fee with each order that includes a dedicated personal stylist, free shipping + returns, and convenient home try-on, and will be applied toward anything you choose to keep.

Is the JCP + Bombfell Big & Tall Box only for men?

We currently only carry menswear, but we welcome everyone! Please email us at jcpsupport@bombfell.com if you have any specific concerns about whether we can accommodate your size/fit/style.

My Account

How often will I receive a shipment?

The default option is to receive shipments on a monthly basis, but you can change your frequency to once every two or three months, or only on demand, in your Frequency settings or by going to “Account” → “Frequency” in your account dashboard.

You can also re-schedule your next shipment in the “Orders” page of your account dashboard.

Can I just hold off on shipments for a few months?

If you’re just looking to take a one-time break without changing shipment frequency, you can re-schedule your next email preview date by navigating to “Orders” in your account dashboard.

I can’t accept any shipments right now. What do I do?

You can pause your account at any time here or by navigating to “Account” → “Pause Account” in your account dashboard. When you’re ready to resume, just log back in and follow the prompts!

I need to cancel my account. What should I do?

You can cancel your acount via the account cancellation page, or email cancellation@bombfell.com.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Try-On Period

When does my try-on period end?

Your try-on period ends 7 after the package is marked delivered by the shipping carrier, with the delivery date counted as day one. You can confirm the day your try-on period ends by checking the “Your Bombfell shipment's been delivered!” email or by navigating to the Orders tab in your account dashboard. You will be charged the full amount of the order if you do not checkout online and drop off your returns within the try-on period.

I didn’t think my try-on period ended. Why did you charge my account?

Your 7 day try-on period starts the day the package is marked delivered by the shipping carrier. But there can be some confusion when -- on rare occasions -- the day that you actually pick up the package is later than the date the tracking shows the package as delivered.

The best thing to do is check the day that your try-on period ends, which is stated in the "Your Bombfell shipment's been delivered!" email and is listed on the Orders tab of your account dashboard. If you need more time, just let us know by emailing jcpsupport@bombfell.com and we’ll take care of you.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Merchandise

What type of clothes do you send?

We currently offer men's casualwear - the stuff in between what you wear at home on the couch and a full-blown suit. The clothes you’ll wear to dinner, to work, out on a date or on the weekends.

We offer a wide range of styles. Whether you’re looking for something more formal for an event, some smart office attire, activewear, or just comfortable clothes for lounging around, we’ve got something for you.

Most importantly, we specifically serve Big and Tall clients. We know how difficult it can be to find quality clothing in larger sizing, which is why we’re offering a curated selection from top national brands and JCPenney’s most popular labels in Big and Tall.

What if I don’t like what my stylist picks out for me?

We'll send you a preview email with photos of your stylist's picks 48 hours prior to shipping your order. You can also view your picks as soon as they’re ready on the Orders page in your account dashboard. If you'd like to make changes, you can remove individual items, ask for replacements or ask to re-style the entire order. If we don’t hear from you, we’ll ship your selections out after 48 hours.

What if something doesn’t fit or isn’t my style?

Your stylist will do everything possible to ensure you receive clothes that fit, taking into account what brand and size you currently wear, your body shape, past purchases and returns, and photos of you if available.

However, if you want to return anything you can simply checkout your order via the website and use the prepaid return label included in your shipment to send the clothes back.

Coverage Policy For Quality Issues

We do our very best to ensure that each piece of clothing carried by Bombfell is the highest quality product for our clients. That said, sometimes proverbial “stuff” happens. If your garment has a defect associated with the construction of the garment, please take a picture and send it to support@bombfell.com so that we can assist you. You can find the nitty-gritty of our quality coverage policy below. Behold:

  • Within 60 days of delivery, items are eligible for a refund to your credit card after being received and processed. Alternatively, we are able to offer a small refund to repair the garment if you’d prefer to keep the item.
  • Between 60 and 90 days after delivery, items are eligible for a full refund in store credit after being received and processed. A partial refund for repairs is also still available at this point if you plan to keep the item.

IMPORTANT: To ensure speedy resolution and refund, please be sure to contact us first before returning the item.

If you have any questions, we’re only an email away.

Do you carry shoes?

We don’t currently carry shoes, but your stylist would be happy to make recommendations!

What sizes do you carry?

The Big & Tall Box has been specifically crafted to serve Big and Tall customers, so we are able to offer a large range of sizes. Top sizes run from LT through 5XL, and waist sizes range from 42-60 in multiple inseams.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Shipping

Who is your shipping partner?

Orders are shipped via FedEx or USPS, depending on the order contents and location being shipped to.

What happens if no one is home to receive my shipment?

If your order has not already shipped, you can cancel your shipment via the Orders tab on your account dashboard.

If the option is available, you may also attempt to intercept the shipment here or by navigating to “Orders” on your account dashboard and clicking the “Try to Intercept” button.

For orders that have shipped, FedEx/USPS is instructed to leave your package only if a safe location is available. Depending on your order contents, a signature may be required. If the carrier is unable to leave your package, they will re-attempt delivery two more times.

You can track your shipment here or by navigating to “Orders” tab on your account dashboard and clicking the tracking link for your order.

My tracking information says “Delivered” but I don’t have the package!

Packages can sometimes show as delivered in online tracking while still in transit, so give it a day or two. Large apartment complexes may also take additional time to process shipments.

If it takes any longer than that, email jcpsupport@bombfell.com and we’ll investigate what’s going on. Or we can perform Jedi mind tricks. Dealer's choice.

My order is shipping to the wrong address!

If your order is eligible for mail forwarding, the package should still get to you, though it may take additional time (up to 4 weeks) due to re-routing. Email jcpsupport@bombfell.com to let us know and we'll make the necessary adjustments on our end to allow for forwarding time.

We aren’t able to intercept orders after they’ve left our warehouse, so if you don’t have mail forwarding please make arrangements to pick up your order from your previous address.

My tracking information has not updated in several days.

On rare occasions, packages can be held at our shipping partner’s distribution centers for several days before pickup by FedEx. If your shipment has been stuck in one location for more than 4 days, email jcpsupport@bombfell.com with your order information and we’ll investigate!

Where do you ship to?

We ship to all 50 states in the United States, U.S. territories and APO/DPO/FPO addresses. We don’t currently ship internationally, but we’re working on it!

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Returns

What is your return policy?

We only accept returns of items that are unused, unworn, unwashed and undamaged. Tags (if applicable) should be intact. Returns that have not been shipped 7 days after delivery will be charged. Returns requested 30 days after delivery are refunded in store credit and subject to $10 restocking fee. Refunds and credits will be issued upon receipt and processing of all eligible returns.

If all items in an order are returned, your styling fee will not be refunded.

How do I return items I don’t want?

If your address is in the United States:
A prepaid FedEx return label is included in every shipment!

  1. Click "Request Return" on the Orders page to generate a Return ID.
  2. Write the Return ID on the original invoice included with your shipment and include the invoice with the clothes you're returning. You can reuse the original box/bag to send back the returns. Make sure the package is properly sealed!
  3. Peel off the prepaid return label and attach to the package (be sure to cover the original label!).
  4. Drop off at the nearest FedEx location. (Please don't drop it off at self-serve drop boxes as this results in delays!)

If your address is APO/DPO/FPO/U.S. Territory:
Due to customs regulations, a prepaid return label cannot be included in your shipment.

  1. Click "Request Return" on the Orders page to generate a prepaid return label.
  2. Print out the label and tape it to the original packaging (be sure to cover the original label!). You can reuse the original box/bag to send back the returns. Make sure the package is properly sealed!
  3. Drop off at the nearest USPS location.

Can I drop off my returns at a local JCPenney store?

Currently, we cannot offer in store returns as we haven’t yet integrated with JCPenney’s in-person stores. For the time being, kindly stick to using the return process mentioned above. We’ll make sure to let you know if in-store returns become available.

I received a FedEx Ground label in my package, but there’s no FedEx locations around me. What do I do?

We are happy to send you a prepaid USPS label for you to use instead! Contact jcpsupport@bombfell.com and we’ll e-mail you another return label. Please do not pay for your own return label. We are unable to track self-purchased labels. This will delay or interfere with return processing, and you may be charged for the items.

I lost my return label. How do I ship my returns back to you?

Contact jcpsupport@bombfell.com and we’ll e-mail you another return label! Please do not pay for your own return label. We are unable to track self-purchased labels. This will delay or interfere with return processing, and you may be charged for the items.

Has my return arrived at your warehouse yet?

Visit the Orders tab in your account dashboard and click on the link below "Return Tracking" next to your order to view the return tracking.

Returns take 1-3 business days after delivery to be processed. You'll receive an email notification including confirmation of any applicable refund as soon as your return has been processed.

What is your return policy regarding underwear, swimwear, socks and grooming products?

Sales of underwear are final and can not be returned because hygiene is cool.

Swimwear may be returned, however you must wear underwear or shorts when trying on because, again, hygiene.

Socks and grooming products can only be returned unopened in their original packaging because hygiene sort of, but mainly because you don't need to try on socks to decide if you like them.

What does "Final Sale" mean? / Why can't I return this item?

We occasionally offer "Final Sale" items as part of special promotions that run for a limited time.

These items are offered at deep discounts and for that reason, we are not able to offer returns, exchanges, or refunds on these items.

Additionally, sales of underwear are always final sale because... hygiene.

If you do not want to receive a Final Sale item, you can remove it from the order via the preview email sent by your stylist. You can also contact your stylist directly at stylists@bombfell.com and ask them to remove or replace the item.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Billing

When will I get charged?

Your first $20 styling fee will be charged upon signup, and subsequent styling fees will be charged once your order is styled. This fee will be applied toward the cost of your purchase if you decide to keep any items. Before your order ships, we pre-authorize your credit card. After your order arrives, if you:

  • Mark an item as “Keep It” while checking out your order, we will charge you the next day for that item.
  • Do not request to return anything, we will charge your card for the full amount of the order after your try-on period ends.
  • If tracking on the included prepaid return label does not update for 3 days after you’ve requested returns to indicate they’ve been dropped off, you will be charged for the cost of any unpaid items that you had requested a return for. (We’ll email you a reminder to drop off your returns if you still haven’t dropped them off).

I added an item to my upcoming order. When am I charged for that?

Items you add yourself (rather than your stylist selecting for you) are charged when your order ships, like a normal online store. You’ll have 30 days from arrival to return any items you add yourself. Just keep them in unworn condition with tags still on. Sorry, no underwear returns.

My order is about to ship, why do I see a charge on my account?

Your first $20 styling fee is charged upon signup, and subsequent styling fees are charged once your order is styled. This fee will be applied toward the cost of your purchase if you decide to keep any items.

Bombfell will also pre-authorize your credit card, which is not a charge. This is simply a validation to ensure the payment info is correct and your card is able to pay for any clothing you decide to keep. This validation is immediately voided (it is NOT an actual charge) and will disappear from your statement within a few days.

Do you charge sales tax?

Depending on your shipping address, you may be charged applicable state, county and city sales taxes on your shipments. You will see the estimated taxes for items you purchase before your credit/debit card is charged.

Can I use my JCPenney coupons, promo codes, or store credit for my JCP + Bombfell Big & Tall Box?

Unfortunately, we are unable to accept any JCPenney promotional discounts or store credit at this time.

What if I see an item in my Big & Tall Box elsewhere for a lower price?

We do our best to ensure our pricing is competitive, but at this time we’re unable to price match. We believe we offer a ton of value for the price, including a dedicated personal stylist taking the time to handpick clothes just for you, free shipping and returns and convenient home try-on. So while you might occasionally find an item listed for less elsewhere, it may not be an apples to apples comparison to compare it to the price on another site.

Do you accept prepaid cards? What about PayPal, Bitcoin, Venmo or Apple Pay?

At this time we only accept valid credit and debit cards.

Where can I view my store credit balance?

You can view your store credit balance on the Payment Method page or by navigating to “Account” → “Payment Method” in your account dashboard.

Do You Price Match?

We are happy to offer price matching, and can do so if certain criteria are met. First, that the item’s 7 day try-on period has not ended, and second, that you provide a working link to the website where the item is discounted and available in the same size and color.

Please note that we are unable to price match with brick-and-mortar stores at this time. We are also unable to price match based off of conditional promotional sales (e.g. buy one, get one free).

Email your price match request, including the link or screenshot, to support@bombfell.com and our Client Services team will confirm and match the price.

We’re always looking to offer our customers the best value, so please don’t hesitate to reach out with any questions.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! You can email jcpsupport@bombfell.com with any questions - our Client Services team replies to 99% of messages within 24 hours.

Reward Points

How do I earn points?

Once you have a Bombfell account, you can begin earning points (“Points”) every time you make a purchase online while signed into your account. This includes any styling fees you pay, or clothing purchases made. The more you shop the more points you earn! You will earn one (1) point for every dollar ($1) spent on our Site.

Points will be awarded based upon the actual price paid for purchases, rounded to the nearest whole dollar, excluding tax, shipping charges, fees and any applied discounts. Points cannot be earned on purchases of gift cards, unused store credit, or purchases at the JCPenney x Bombfell Big & Tall Box.

Please see our Bombfell Loyalty Program Terms and Conditions for full details.

How do I redeem points?

You can redeem the Points posted on your Account for promotional credits (“Promotional Credits”) that can be used towards your next purchase through our Site. Promotional Credits can only be redeemed in the following increments:

  • Redeem 100 points for $5 off next purchase.
  • Redeem 200 points for $15 off next purchase.
  • Redeem 500 points for $50 off next purchase.
  • Redeem 1,000 points for $100 off next purchase.
  • Redeem 2,500 points for $275 off next purchase.

The more points you earn, the more value you get! You can redeem as little or as many points, as long as they fall within the available increments.

To redeem your Points, visit the Site, log into your account, and under the redemption option you can click the “Redeem” button under the desired increment option for redemption. The Promotional Credit for the redeemed amount will then be added to your account, which will automatically be applied to your next purchase.

You will also have the option to redeem points in the checkout process for your order, and can automatically apply those promotional credits to your order.

When do my points and promotional credits expire?

Points Expiration. Any earned Points will expire after 6 months of Reward Program inactivity. Points must be redeemed for Promotional Credits before the expiration date or you will forfeit your Points.

Promotional Credits Expiration. Any Promotional Credits on your Account will expire after 6 months of Reward Program inactivity. If Promotional Credits are not used before the expiration date, the Promotional Credit value will be forfeited. Once redeemed, Promotional Credits may not be returned, reissued, or otherwise re-calculated to be combined with additional Points for a greater Promotional Credit value.

Can I earn points for previous purchases?

To celebrate the launch our rewards program, we’re awarding points for all purchases made since January 1, 2018! This way all of your purchases for 2018 qualify.

Can I earn points for purchases made with the JCPenney x Bombfell Big & Tall Box?

We aren’t able to include purchases made as a client of the Big & Tall Box at this time. We’ll let you know if that changes!

What happens if I make a return?

If you return all or part of your purchase, Bombfell will deduct the Points that you were awarded for that portion of the purchase from your Program Account. If you have already redeemed those Points, this could potentially result in a negative Point balance in your Account.

If you return merchandise that you purchased with your Promotional Credits in accordance with the Bombfell Returns Policy, you will be refunded the amount you paid (excluding the value of the Promotional Credits and any other discounts) to the original method of payment. For example, if you placed an order totaling $100 for one item and used $10 Promotional Credits, we will refund $90 to your original method of payment. If you purchase multiple items using a single Promotional Credit, then the value of your Promotional Credit is applied proportionally to each item, and returns of any one item will result in a refund of the amount you paid for the item, excluding the value of the proportionally applied value of the Promotional Credit. You will not receive a replacement Promotional Credit for returned merchandise, meaning Bombfell will not credit the redeemed Promotional Credits back to your Program Account.

I still have a question about this program.

Reach out anytime at jcpsupport@bombfell.com and we’ll answer your questions!