Return & Refund Policy
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Return & Refund Policy

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

Q: Is there a fee for returning or exchanging products?
A: You can enjoy free returns and exchanges within 90 days from the date of receipt.


Q: Are there any conditions for free returns and exchanges?
A: If you have other issues with the product and your order meets the following requirements, you can apply for free returns and exchanges by contacting customer service:
  1. Time requirement: within 90 days of receipt
  2. Product requirement: the product is in good condition (i.e., the product itself and its accessories, tags, washing labels, etc. are complete, intact, unwashed, unpolluted, and undamaged); except for underwear, accessories, and other products related to safety, health, and personal hygiene. Note: Products labeled as "Final Sale" are not eligible for returns or exchanges.
  3. Shipping requirement: please do not send the return to the sender's address on the package, you must use the return label we provide within 7 days.
  4. Process requirement: To be eligible for a return or exchange, you must submit a request through customer service or our return portal, otherwise you will not be able to enjoy the return and exchange.

Q：How do I return my order?
A: Please follow these simple steps:
  1. Click here to access our Return Portal and log in using your order number (e.g., "#JLN1234") and email. Also you can contact customer service via email at service@jelenew.com within 90 days of receipt to apply for a return, provide the order number, and explain the reason for the return. If the item is damaged or defective, please attach pictures of the damaged goods.
  2. Within 24 hours, you will receive a confirmation email and a return label attachment. You have to use the label within 7 days.
  3. Pack the package with the original packaging and mail it out, and attach the printed return label to the packaging box.
  4. We will process your exchange order/refund within 5 working days after receiving your package in our warehouse, and send you an email when the exchange is sent out. If you encounter any problems, please contact service@jelenew.com.

 

Return address:
10 ave François Abadie, 65100 Lourdes, France
⚠ Important: Returns sent to this address without prior approval or notice will be invalid and not processed.

Q: When will I receive my refund?
A: The refund will be processed within 5 working days after receiving the package, and it might take 3-7 days for the bank to process the transaction. Your refund will be returned to the original payment method. If the returned product enjoys a price discount, the final refund will be based on the actual amount you paid. Note: the original shipping and insurance fees will not be refunded.

Q: Can I cancel my order?
A: Yes, we support order cancellations within 12 hours of placing the order.
If the order has not yet shipped and you cancel within the allowed time, we will cancel and refund the order in full.
Once the order has been shipped, it cannot be canceled but may be eligible for return once received.
We typically process and ship orders within 1–2 business days after they are placed.


Q: Who pays for the return shipping?
  • If the return is caused by our mistake (e.g., damaged or wrong product), we cover the shipping fee.
  • If the return is due to consumer reasons (e.g., size, personal preference), the consumer is responsible for return shipping. The actual fee will depend on the carrier you choose.

 

Q: Not satisfied with the return and exchange policy?
A: If the products you purchased have any quality problems, we will provide after-sales service for you in accordance with national laws and regulations.

 

You may call us at +1 8565157936, email us at service@jelenew.com, or write to us at:
Jelenew North America: 262 W HEGEL AVE EDISON, New Jersey, 08820, US
Jelenew Europe: 27 boulevard Saint Martin 75003 Paris, France