RETURN AND EXCHANGE POLICY


GENERAL INFORMATION

  • Please note that we have a 14 days return and exchange policy. You must inform us that you would like to return your item within 14 days after you have received the package. You then have another 14 days to return the item to us. 
  • Before you send your item back to us you need to send an e-mail to contact@jennie-ellen.com. You will then receive return instructions by e-mail. Do not ship anything without contacting us first, as this may lead to longer handling time and delayed refunding.  
  • All shoes must be tried on a carpeted surface in order to keep the soles of the shoes intact in case you want to exchange or return them
  • All refunds will be carried out primarily through the same payment option you used for your purchase. Expect the refund within 4-10 working days from the date that the package reached us


RETURN & EXCHANGE POLICY - DOMESTIC (WITHIN SWEDEN)

For return & exchange policy information within Sweden in swedish, please click  here

If you wish to change to another size

Please contact us at contact@jennie-ellen.com and we will give you instructions on how to change the item and send a return label that you can use to send the item back to us. When we have received the item and approved the return, we will send the new product.   

We will pay for the return shipment and cost of sending the new product if we have the size you want to change to in stock. If the size is not available we will make a full refund to you after deducting a shipping fee of 58 SEK to cover part of the cost that incurred by shipping the product.   

Please be advised that the cost for returning our products (58 SEK) only applies if you use our postage labels and delivery service. If you choose not to use this service you will have to arrange the shipping of the product back to us at your own expense and risk.  

Please note that you are always welcome to exchange size or carry out a return in our shop in Stockholm at Kungstensgatan 27. Please email us before at contact@jennie-ellen.com so we can find a suitable time. 

If you wish to return a product

Please contact us at contact@jennie-ellen.com and we will give you instructions on how to return the item and send a return label that you can use to send the item back to us. When we have received the item and approved the return, we will make a full refund to you after deducting a shipping fee of 58 SEK to cover part of the cost that incurred by shipping the product.  

Please be advised that the cost for returning our products (58 SEK) only applies if you use our postage labels and delivery service. If you choose not to use this service you will have to arrange the shipping of the product back to us at your own expense and risk. 

Please note that you are always welcome to exchange size or carry out a return in our shop in Stockholm at Kungstensgatan 27. Please email us before at contact@jennie-ellen.com so we can find a suitable time. 

Faulty or incorrect goods

If the package and/or the content is damaged upon arrival, please report to the courier staff when you receive it. If any product you received is faulty or if you have received an incorrect item to that which you ordered we will ship a new product, if available in stock, as soon as we have received the product and approved the return. If the product is not available we will make a full refund to you.  

Unclaimed packages

For packages that are not collected at your service point location within 14 days, Jennie-Ellen reserves the right to charge a handling fee of 180 SEK to cover return administration/shipping and freight companies' administrative costs.  

RETURN & EXCHANGE POLICY - INTERNATIONAL (OUTSIDE OF SWEDEN)

If you wish to change to another size

Please contact us at contact@jennie-ellen.com and we will give you instructions on how to change the item. You will have to organize and pay for the return shipment back to us and then we will pay for the shipment of the new size back to you. 

PayPal might however cover the return shipping cost, or part of it. Please go to the below website to see if it applies, activate and read more about the offer. www.paypal.com/webapps/mpp/refunded-returns

If you wish to return a product

Please contact us at contact@jennie-ellen.com and we will give you instructions on how to return the item. Returns outside of Sweden are at the customer’s expense. When we have received the item and approved the return, we will carry out the refund. 

All refunds will be carried out primarily through the same payment option you used for your purchase. Expect the refund within 4-10 working days from the date that the package reached us. 

Please note that we are not repaying any shipping charges. PayPal might however cover part of the return shipping cost. Please go to the below website to see if it applies, activate and read more about the offer. www.paypal.com/webapps/mpp/refunded-returns

Faulty or incorrect goods

If the package and/or the content is damaged upon arrival, please report to the courier staff when you receive it. If any product you received is faulty or if you have received an incorrect item to that which you ordered we will ship a new product, if available in stock, as soon as we have received the product and approved the return. If the product is not available we will make a full refund to you. Please note that we are not repaying any return shipping charges that you have organized and paid for yourself, you will have to use our shipping label in order for us to reimburse the return shipping cost.

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