Exchange & Return Policy (FAQs)

Q. How do I return my online order?

Jerene’s top priority is to satisfy all its customers.
You may return and thereby withdraw from the sales contract up to 7 days after their receipt (with the exception of Gift Cards).
If you make use of your right to cancel the purchase agreement, Jerene will refund the paid amount for the items, provided that the items are returned in the country of delivery in an unworn, unused, and undamaged condition together with the Return Form and the original Jerene packaging.

Step 1: Pack the item(s) to be returned in the original carton using the original packaging materials.

Step 2: Please fill in the form and return it with the merchandise. Include the number of returned articles and the reason for return, with the reasons stated as below.

Step 3: Send the photo of return form that you filled in to our  customer service at contactjerene@gmail.com and our CS personnel will process your return.

Step 4: The item(s) will be picked up by courier.


Q. What is the cost of shipping returns?

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Q. Can I exchange?

We only replace items if they are defective or damaged.


Q. Can I return sale items? 

Our returns policy covers all items (except Gift Cards), including those on promotion or sale.


Q. How much time do returns take to be processed?

Once we have your return package we will register it and you will receive an email notification once return is processed. The refund transmission will then depend on the guidelines of your financial institution and it may take up to 7-10  business days for the credit to be applied to the same payment method used to place the order. The entire return and refund process may take up to 3-4 weeks from postage date.


Q. What to do in case of late or missing refunds?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contactjerene@gmail.com


Q. Need help?

Contact us at contactjerene@gmail.com for questions related to refunds and returns.

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