Shipping & Returns

We currently ship to all countries in and around the US, Europe and the UK which includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands and all other countries. All customers must be able to provide a valid shipping address and resident to where the parcel is to be sent to. A full breakdown of the shipping details which include the full total amount, will be given to you at the checkout before the order is confirmed. Customers hold the right to leave the order stage at this time before the order goes through. At present our delivery charges are determined on the weight of the entire parcel (not per item) and starts from £0.00 and more (depends on area).

Please be aware that if your order is placed outside the UK, you may be charged customs duties and taxes by your country, which we do not cover. Our company only covers UK taxes. Please check the applicable customs duties and taxes for your country when receiving parcels from the UK (clothing). For more information, visit the UK Government Customs Information.

Please be advised that, except for potential customs duties and taxes applicable only for international customers, no additional fees will be required upon collection of a parcel from a depot or customs office. All payments for items and delivery are made online only, and no other payments are required for the receipt of the goods. Kindly note that if an invoice is required upon collection, please contact us so that we can issue you one via email (info@jenerique.com).

For the countries that we deliver to outside of the EU, due to our current courier shipment agreement for all countries outside of the EU including Africa, Asia, South America, Caribbean and Australia there is a 1.5kg limit per package which unfortunately under no circumstance can be waived.

All of the delivery charges for international and domestic parcels are calculated on the weight of the parcel from which you will be informed about full total amount of your order before you make your payment. Customers still hold the right to leave the order stage at any time before payment is made and your order will not go through.

It is the customer responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles selected in the order are correct. This information cannot be amended or changed once confirmed. It is also the customer responsibility to ensure that the complete shipping address is correct which include the complete door number, street name and postcode. We do not hold liability for parcel delivered to addresses incorrectly stated on the order. A collection from the wrong address stated on the order has to be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the parcel.

We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

Dependent of your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organisation or name. If a major credit or debit card is used on our website, the billing address must always be the same address to where the card is registered to otherwise this may prevent an order from going through successfully. An alternative shipping address worldwide can be selected with this method of payment alongside 3D security obtained by the bank. When using PayPal the address must be registered, verified and confirmed on the account and the shipping address is restricted to the same country of billing registration.

Unfortunately it is not possible to pay with PayPal orders/accounts as the billing and shipping address has to be in the same country. Orders will not go through if the billing and shipping address is different on all PayPal orders.

Delivery times:

We work with delivery companies such as Royal Mail and Evri (My Hermes). If you want another delivery company, please contact us about it.

For all Royal Mail orders we cannot give an exact date or time for the delivery as the parcel will be delivered within the approximate 1-3 days (unless stated otherwise) that we advise from the dispatch date. No orders are delivered on UK bank holidays. All delivery dates should be estimated from the date the order is despathed which is usually approximately 1-3 days from this date. You must allow at least 48hours for pick and pack before dispatch. All dates for delivery which include other courier services i.e. DHL, DPD, PARCELFORCE should be calculated form the date of dispatch not from the date of order. Certain couriers provide hour time slots on the morning of dispatch to inform customers of the time for delivery. All orders are delivered between Monday and Friday between 9am- 5pm (7pm for certain couriers).

Next Day service cut off time - 1 pm for the next day delivery (Mn-Th), all the orders made on Friday before 2 pm have chance to be delivered on Saturday (depends on courier), all the Next Day orders, made on Friday after cut off time (1pm), will be processed on Monday and delivered on Tuesday.

Please also be advised that Royal Mail Special Delivery service is available but only for all UK parcels less than 10kg. When you get to the checkout of your order, you will be given your order delivery information including the service used, prices and courier. If there is no special delivery option given at the checkout this means that your parcel is not eligible for this service. Please also note that the delivery date stated at the checkout for guaranteed next day delivery parcels may not always be updated on time if there is an upcoming bank holiday. For confirmation of these dates kindly refer to the following link; https://www.gov.uk/bank-holidays 

Additional information send from the couriers such as text messages and email are not a guarantee of the exact delivery times. This can sometimes be sent in error and is not an exact representation of the timescale. Always confirm with the sender (Jenerique) for the exact dispatch information for precise and more accurate information.

Please be advised that all orders can be cancelled until 2pm. Once the orders have been packed and dispatched after this time, cancellations are no longer possible.

Return & Refund Policy

Our commitment is to ensure a straightforward return and refund process. Please familiarize yourself with the updated guidelines below:

Returns and Exchanges:

To initiate a return, please log into your account on our website and submit a return request. Once submitted, you will receive guidance on the returning process. You have 14 consecutive days from the date of receiving your order to initiate a return for a full refund or exchange. Before trying on the items, please thoroughly inspect size labels, product codes, and check for any faults. We cannot accept items if the hygiene sticker has been removed or if they are not in their original packaging with labels intact. Rest assured, all returned goods will be meticulously inspected.

Please be aware that in the event the tracking number is not communicated to our team via email following the return shipment, we will be unable to track the parcel's status at our warehouse. As a result, we regret that we cannot assure the precise timing of the refund process.

Wrong or Faulty Items:

We take pride in delivering quality products to our customers, but in the rare event that you receive a wrong or faulty item, we will resolve the issue immediately. Upon notification of the issue, we will dispatch a replacement item right away at no extra charge.

If you would prefer not to accept the replacement, you are within your rights to decline the receipt of the parcel. We will arrange a hassle-free collection of the parcel, so you won’t need to worry about returning it yourself. Once the item is returned to us, we will process your refund as soon as possible.

For the fastest resolution, please notify us immediately via email at info@jenerique.com with your order details and the nature of the issue.

RETURN ADDRESS:

*(returns will only be accepted after approval by our team in your account)

JENERIQUE
BIG YELLOW STORAGE
961 Great West Road 
London 
TW8 9FX

Christmas Returns Policy:

During the Christmas period, orders placed on or after 1st December can be returned for a full refund or exchange. Items should remain in their original packaging with tags/labels and must be unworn. You have until 15th January to return items under this policy. Any item not meeting these criteria will not be accepted.

Quality Check:

We strongly recommend that you carefully examine your order upon parcel receipt and before using any item. While our dedicated quality control team is diligent, manufacturing defects can occasionally be missed.

Customer Responsibility and Postage:

Customers are responsible for covering the return postage cost, including situations like sizing issues, unsuitability, wrong item selection, or incorrect sizing. Items must be sent back via postal service; returns in person at our warehouse are not accepted.

Packaging and Details:

Ensure secure packaging to prevent damage during transit. Within each returning package, please provide complete and valid details. This can be done through a cover note including your full name, account order number, items being returned, and address for exchanges. Alternatively, you can highlight returned items on your packing slip along with your refund or exchange request.

Processing Time:

Refunds and exchanges will be processed within 7 working days after we receive your return parcel/packet (this duration may extend to 10 working days during storewide sales). Please note, we do not have physical retail stores for item purchase or returns.

Undelivered parcels returned

If a parcel is undelivered to a UK address correctly stated and confirmed when the order was placed after 14-21 days from the dispatch date we will be able to issue a refund after an investigation has taken place. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place.