Returns

RETURN CONDITIONS

Item(s) must be returned within 30 days of purchase in original condition. Items must be unworn, unwashed and tags attached. Returns not adhering to these conditions will not be accepted. 

If you receive your item and decide it's not right for you, we do offer a credit note which is valid for three years or exchange for a product. We do not offer a refund for change of mind or incorrect selection of size. 

RETURN PROCESS - for Change of Mind.

1. Ensure the item is within 30 days of purchase. The product must be unworn, unwashed + in original condition.  Please include all original product tags. Shoe boxes must be packed inside a post bag. For hygiene reasons we are unable to accept the following for change of mind: earrings, makeup, skincare, and beauty products.
2. Follow the steps on our Returns Portal. You may choose to exchange for another size if available, exchange for another product or return the product to receive a store credit.
3. You will be sent further instructions to your email after you complete all the steps in the Returns Portal

OPTIONS:

OPTION 1 - STORE CREDIT: Once your return has been received + accepted, you will be issued a store credit via email. Store credits are valid for 3 years from the issue date. 

OPTION 2 - EXCHANGE FOR SIZE OR PRODUCT: Our returns system now lets you select a product that you would like to exchange for. When your return arrives back at our warehouse we will send it out automatically if it is still in stock via Regular Post. 

 

Please note: Unfortunately our system can't put the item on hold and if the exchanged item is no longer available a store credit will be processed and sent to your email.

Fees & charges will be calculated within our Returns Portal.

International & New Zealand customers please follow the steps through our Returns Portal. Unfortunately we cannot generate an international shipping label. Once you have processed your return through the portal we request you use a trusted shipping provider to return your item. 

______________________________________________________________________

Q & A -

WHAT HAPPENS IF I HAVE PURCHASED THE INCORRECT SIZE?

If you are unsure about sizing we recommend contacting our Customer Experience Team at hello@jeanjail.com.au before purchasing. If you receive your item + need to swap the size please ensure you return it within 30 days of purchase.

FAULTY ITEMS

If the product you have purchased is significantly different from the description shown or has a major manufacturer's fault that can't be easily fixed/replaced we are happy to help you out with a store credit, exchange or refund. We do not offer refunds for change of mind or incorrect selection of size. Please apply for this through our returns portal. You will be required to provide a photo and explanation of the manufacturer's fault. If you would like to exchange this product for either the same style or a different style please select the exchange option on the portal and select the reason item is damaged. If you have any questions please email us at hello@jeanjail.com.au

RETURNS - AFTERPAY + ZIPPAY

When you return your item + receive a store credit, you will still be required to pay any outstanding payments. Your payments will not stop when you return an item(s). You will be issued a store credit for the full amount that you paid originally, which you may use straight away. Your store credit will last 3 years from the date of issue.

CAN I CHANGE MY ORDER ONCE I PLACE IT?

Please contact us as soon as you realise there is an issue with your order + we will try to help. As our warehouse is constantly packing your orders as fast as possible we may be unable to edit your order as it may already be packed.

MY PRODUCT COLOUR LOOKS SLIGHTLY DIFFERENT TO THE PHOTOGRAPHS ONLINE?

Products with prints may vary in colour and position which can sometimes affect the overall look of the product. Colour may differ slightly from photos due to lighting/monitor settings and lighting conditions. We try our best to colour match every item to ensure they are as close as possible to the natural colour.

WHAT DO I HAVE TO PAY TO RETURN MY ITEM?

Customers are responsible for return postage costs, we only offer free shipping to you on all orders over $80. 

I NEED MY EXCHANGE ASAP - CAN I UPGRADE MY SHIPPING TO EXPRESS?

Submit your request through our returns portal and after you have done so please live chat or email us at hello@jeanjail.com.au straight away with your RMA number. We can then upgrade your shipping to express for a small fee.

WE ARE HERE TO HELP!

If you need further assistance we recommend using our online chat or email us at hello@jeanjail.com.au and we will get back to you as soon as we can.