FAQs
- ORDER ISSUES
- Where is my order?
To lookup the status of your order, click here If you have an jelenew.com account, you can log in and view order status. If you need further assistance, please contact our customer service.
- Can I change the address on my order once placed?
You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address.
- Can I cancel my order?
Depending on the status of your order, we may not be able to cancel it. In order to best assist with your request, we recommend reaching out to us via live chat for immediate assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.
- Can I change the color/size of what I just ordered?
Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the looks you didn’t mean to order.
- Can I make a change to my billing address before my package ships?
Yes. Please contact our customer service or reach us by email: service@jelenew.com
- Why is my order not being delivered in the time estimated?
Shipping estimates are provided by logistic companies. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!
- What can I do if something is wrong with my order?
Get in touch with our Customer Service team at the right corner of the bottom of the page. They’ll do their very best to put things right as quickly as possible.
- Do you ship to PO Boxes?
No, we do not. If your order somehow passes our system with a PO Box address, this will cause delays.
2. DELIVERY
- How long will delivery take?
For full delivery details, visit our Shipping Policy page (usually takes 15-17 days after shipping)
- How much does postage cost?
For full delivery details, visit our Shipping Policy page
- Where do you ship?
Yes! We ship almost everywhere in the US. To find out if we ship to your state, click here. If your state is not included, then unfortunately, we don’t ship to you.
3. RETURN&REFUND
- How do I return something if I need to?
For full Return details, visit our Return Policy page.
- How will I know you’ve refunded me?
After we receive your items, we’ll send you a refund to your original payment method within 5 business days. You’ll get a confirmation email too, so keep an eye on your inbox.
- What kind of product are not available for return?
The following items are not eligible for return or exchange: next-to-skin accessories and Archive sale items. Returned items must be in unused condition with original packaging. We cannot accept items that have been worn, damaged, washed, or altered. Items marked as non-returnable and free gifts are also non-returnable. Returns must be accompanied by a proper return request; items sent back without such a request will not be accepted.
4. PAYMENT&PROMOS
- What methods of payment do you accept?
Online we accept Visa, MasterCard, American Express, Maestro, PayPal Discover and Diner’s club. We do not accept cheques or cash.
- How do I use an offer/discount code?
To use a valid promotional/discount code you can enter it into the promotional code box on the "checkout" page and click on apply.
5. PRODUCT&STOCK
- Do you have a size guide?
We do. It’s right here.
- The style/size/color I want is out of stock. When will you be restocking?
Jelenew comes out with new collections each season. If something is out of stock, you can contact our customer service for more updates.
6. ACCOUNT
- Why do you need my email address and phone number?
We need your contact details so that we can get in touch if there’s a problem with your order. We’ll also contact you to let you know about our latest news, sales and special offers. But if you don’t want to hear from us you can easily unsubscribe. Just go to the bottom of your latest Jelenew e-mail, click unsubscribe and you’ll be taken off our e-mail list.
