FAQ's
Please find below some of our most Frequently Asked Questions. If your question isn't answered here please contact us.
How do I return an item?
Follow the steps on our Returns Portal.
Once you have completed the request for a return we will be in contact with you via email shortly.
How do i know what size will fit me?
Our size guide helps you find your approximate size. As we stock a variety of brands sizing can vary and we are more than happy to help you find your perfect size. You can email us via customercare@jeanjail.com or live chat us during business hours.
My order hasn't arrived?
Please check your junk email, as your confirmation and shipping emails may be directed here. If you are still having trouble locating them please contact us at customercare@jeanjail.com and we will be able to provide you with your order details.
If your parcel hasn't arrived within the specified timeframes please contact us at customercare@jeanjail.com and we will assist you.
Do you restock items?
We restock items that have sold out regularly. You can register your interest by clicking the sold out size and entering your email to be notified when/if the product is restocked.
If the item has been removed from our online store this usually means we are unable to restock it at this time. Please contact us if you would like any more info at customercare@jeanjail.com
How to care for my garment?
The best way to take care of your garment is to cold hand wash. This will avoid damage to fabrics, especially delicate fabrics. Please ALWAYS follow washing instructions specified on your garment.
How do I track my order?
Please check your junk email just in case the confirmation and shipping emails have slipped in there, these will include your tracking numbers. If you still can’t find the information please contact us at customercare@jeanjail.com and we will be able to provide you with your order details.
How long does delivery take?
Our parcels are all sent via Express Post and are usually received in the earliest days of our time frames. We pride ourselves in shipping orders out asap, as we know how important this is to our customers. You can find the shipping times frames here.
How long until my order will be shipped?
Thank you so much for shopping with us. Yay, good news! Your order is most likely already being prepared. As soon as you place your order and receive a confirmation email. We pride ourselves in our timeframes and endeavour to ship out orders as fast as possible. You will receive a shipping confirmation when your order has been picked up and is on its way!
How do I return a faulty item?
In the unlikely event that an item is faulty, please get in contact with our Customer Experience Team at customercare@jeanjail.com . You will be required to send through a photograph of the issue. We will endeavour to respond within 24 hours on business days. Our team will try to either mend the product or replace the product if possible.
Can I change my order once I have placed it?
Please contact us as soon as you realize there is an issue with your order and we will try to help.
As our warehouse is constantly processing your orders sometimes we may be unable to edit your order as it may already have been processed and shipped.
Can I change my address once my order has been placed?
Our warehouse operates at a fast pace and your orders are processed very quickly. Please contact us ASAP after you realize there is an error in your address so we may have the chance to adjust it for you.
We also find that many times when addresses are entered incorrectly it can be an issue with an auto saved address or an address entered incorrectly in payment gateways such as your PayPal. Please ensure to always keep these methods up to date with your current address.
What happens if my parcel doesn't arrive or is lost in transit?
Once your parcel has left our warehouse it is in the shipping carriers hands. Parcels can be tracked via the email you are sent after the item has been shipped.
If your item has not been delivered within the shipping timeframes you may contact customercare@jeanjail.com and we will start an investigation with the carrier.
How long does it take for a return to be processed?
Once we receive your return it can take 1-3 business days for it to be processed. These timeframes depend on the volume of returns we are receiving at the time.
How long do I have to return?
Returns must be sent back to us within 30 days from the date of purchase.
Can I exchange my garment for a different size/style?
We are currently unable to process an exchange for a different size or style.
A credit note will be generated upon receiving your return, which you can use to repurchase any item of your choice.
Do I have to pay to return items back to Jean Jail?
Customers are responsible for return postage costs.
How do I use a Gift Voucher/Credit Note?
During the checkout process there is a dropdown box called ‘Gift Card or Discount Code’ enter the code and press apply.
Do my payments stop if I return an item I brought on AfterPay or ZipPay?
You still have to continue paying your payments as you will be issued with a store credit for the full amount that you paid originally, which you may use straight away.
You will not be issued a refund for incorrect selection of size or change of mind.
