Returns & Exchanges
We're bummed if you're not 100% satisfied with the items you received, and we gladly accept unsatisfactory feedback within 14 days of receipt for most items.
1.Please contact the Jelenew customer service team by email at service@jelenew.com if return or exchange is involved,please indicate the item(s) you would like to return and the reason. If there is any quality issue, please provide related images of said item(s) accordingly.
2.You will receive a confirmation email including return instructions and return address from our Customer Service Team as soon as possible.
3.After receiving return instructions, please package up the item(s) to be returned with the original packing and provide the related waybill number to our Customer Service Team once you shipped out the parcel.
4.Jelenew will process refunds within 5 business days of receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.The bank may need 8-15 business days to transfer the money to your card account.
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 service@jelenew.com.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Return Conditions
1. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty and accessories (except scarves, bags, and mermaid blankets).
2. Returned items must be in their unused condition with the original packing. We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
3. Items with non-returnable marks and free gifts cannot be returned.
4. We do not accept returned items that have been sent back without proper returns requests.
5. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
6. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Jelenew products.
Note: The original shipping fee and Non-quality issues are non-refundable for return shipping charges.
Return shipping cost
1.Products with quality-related issues.
Jelenew.com will be responsible for shipping fees (within 10USD), and start the return process from our Service Staff when you want to return the products of your order.
2.Products with no quality-related issues.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Note:If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The below conditions are not related to quality issues.
Loose threads, raw edges, thickness, touch, and color difference in monitor display do not constitute as quality issues;
Returns due to dissatisfaction in style, color, and changes in personal reason do not constitute as quality issues;
Damages due to use, wash, care, improper maintenance, self-repair, modifications, or other human factors do not constitute as quality issues;
Defective goods that have been clearly indicated at the time of purchase do not constitute as quality issues and will not accepted for returns;
There may be slight differences to different size with the same items due to individual design and style in items. The sizing chart and the customer service team can only offer recommendations before your purchase. Returns due to sizing issues do not constitute as quality issues.
Damaged items
If you received a damaged product, please notify us immediately for assistance.
Order Cancellation
We offer full refund if the order is cancelled within 24 hours of your purchase. You should submit an order cancellation request here once you decide to cancel the order. For orders cancelled after 24 hours of purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee. We will NOT accept order cancellation request if the orders have been shipped.
Clearance Activities Products
Clearance products do not support return and exchange.
Please contact our Customer service or service@jelenew.com to get the return address.
CONTACT US
If you have any questions or comments about this refund policy, you may call us at +86 18610610078, email us at service@jelenew.com, or write to us at:
Unit 24 Suite 01, 1 Guangqu E Rd, Chaoyang, Beijing, CHINA