Accessible Customer
Service Plan

Providing Goods & Services to People with Disabilities

Statement of Commitment

J.Crew Canada, Inc. ("J.Crew") is committed to excellence in serving all customers by treating people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity, and we are committed to providing customers with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same places and in similar ways as other customers.

Assistive Devices

J.Crew is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Persons with disabilities are permitted to use their own assistive devices while on J.Crew’s premises. We will ensure that our staff is trained and familiar with various assistive devices we have on-site that may be used by customers with disabilities while accessing our goods or services.


J.Crew strives to communicate with people with disabilities in ways that take into account their disability. J.Crew has provided training to associates on how to interact and communicate with people with various types of disabilities.

Service Animals

Persons with disabilities who are accompanied by a service animal will be allowed to access J.Crew’s premises that are open to the public. J.Crew’s associates will receive training on how to interact with persons with disabilities accompanied by a service animal.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. J.Crew will notify customers of this by posting a notice in all the J.Crew Canada retail locations within Ontario.

Notice of Temporary Disruption

J.Crew will notify customers in the event of a planned or unexpected disruption to services or facilities for customers with disabilities. This posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. The notice will be made publicly available at the affected J.Crew location or such other place as is deemed reasonable.


J.Crew, in conjunction with its Training Department and Human Resources Department, will provide accessible customer service training to employees, volunteers and other individuals who deal with the public or other third parties on our behalf as required under the Accessibility for Ontarians with Disabilities Act (AODA). Training will also be provided to individuals involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. Each J.Crew associate is responsible for ensuring that J.Crew goods and services are provided in a way that is accessible and that takes into account each person’s independence, dignity, integration and equal opportunity. Training will be provided as part of new-hire orientation and on an as-needed basis when changes are made to policies, practices and procedures, or to the legislation.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act of 2005 and the requirements of the customer service standard
  • J.Crew’s plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities


J.Crew is committed to fair and accessible employment practices. J.Crew will ensure that, by January 1, 2016, all job applicants are notified that J.Crew will accommodate all persons with disabilities during the recruitment, assessment and hiring process and during employment. J.Crew will also review current recruitment policies, job descriptions and communications and amend as necessary to reflect required integrated accessibility standards. By January 1, 2016, J.Crew will also develop and implement a process for developing accommodation plans and return-to-work policies for associates who have been absent due to a disability. By January 1, 2016, J.Crew will also ensure that the accessibility needs of associates with disabilities are taken into account whenever J.Crew is using performance management, career management and redeployment processes. J.Crew will take the opportunity to identify and take any necessary steps to prevent and remove other accessibility barriers impacting employment.

Design of Public Spaces

J.Crew will work toward meeting the Accessibility Standard for the Design of Public Spaces when building or making major modifications to public spaces, which may include accessible entrances and service-related elements such as service counters, checkout lines and waiting areas.

Accessible Websites and Web Content

J.Crew will work to take the appropriate steps to ensure all new websites and content on its sites conform to applicable standards.

Feedback Process

Customers who wish to provide feedback on the way J.Crew provides goods and services to people with disabilities can do so in the following ways:

  • In person at one of our retail locations
  • Through email ( on our website at
  • By telephone 24 hours a day, 7 days a week at 800 562 0258
  • By fax at 434 385 5750
  • By twitter @jcrew_help
  • By writing to us at J.Crew Customer Relations, One Ivy Crescent, Lynchburg, VA 24513-1001

Customers can expect to hear back within 48 hours of their request.

Notice of Availability

J.Crew will notify the public that our documents related to accessible customer service are available upon request by posting the information on our website at

Modifications to This or Other Policies

Any policy, practice or procedure of J.Crew’s that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Questions About This Policy

Any questions about this policy should be referred to our Customer Service Team at the contact information noted above.