Returns and exchanges policy

Returns and exchanges policy

At JELENA, we aim to offer high quality products and a distinctive shopping experience. If you wish to exchange or return a product, the following conditions apply:

Important notice

• Exchange or return requests must be made within 3 days of receiving the order.
• The product must be unused, in its original condition and with all original tags and packaging.
• Products altered at the customer's request cannot be exchanged or returned.

Exchange policy

You can request an exchange within 3 days of receiving the order, by following these steps:

1. Contact customer service on WhatsApp.
2. Provide your order number, the name or style number of the replacement product, and the required size.
3. After the product is received, inspected and confirmed to meet exchange conditions, the replacement will be shipped.

Exchange conditions

• The product must be unused, in its original condition and with all original tags and packaging.
• Only one exchange is permitted per order.
• The customer pays exchange shipping costs unless the product has a manufacturing defect or the wrong product was sent.
• Products altered or tailored at the customer's request, such as shortening, narrowing or adding snap buttons, cannot be exchanged or returned.
• Please check the product, size and colour before checkout. Orders cannot be changed or cancelled once preparation has started or they have been handed to the carrier. Exchanges and returns are subject to this policy's conditions.

Return policy

You can request a return within 3 days of receiving the order, by following these steps:

1. Contact customer service on WhatsApp.
2. Provide your order number and reason for return.
3. After the product is received, inspected and confirmed to meet return conditions, the request will be approved and the amount refunded.

Return conditions

• The product must be unused, in its original condition and with all original tags and packaging.
• Only the product's value is refunded. Shipping fees are excluded unless the product is defective or the wrong product was sent.
• Refunds are transferred within 2 to 14 business days after the return request is approved.
• Returns exclude products altered or tailored at the customer's request, such as shortening, narrowing or adding snap buttons.
• Headscarves and niqabs cannot be returned or exchanged.

Important notes

• If there is a manufacturing defect or the wrong product was delivered, JELENA pays all exchange or return shipping costs.
• JELENA may refuse an exchange or return if this policy's conditions are not met or the product is not in its original condition.
• By submitting an exchange or return request, the customer accepts all conditions in this policy.