Shipping & Returns
Shipping & Returns
Who do we deliver to?
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 advised that under no circumstance would an international/UK customer have to pay an additional fee 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.
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.
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.
Our returns policy for a full refund or exchange within 14 days from the date an order was received. We kindly ask that you thoroughly check the size labels, product codes and also check for any faults before trying on. We will not accept any items back if the hygiene sticker has been removed from the garments and if they are not in their original packaging with labels intact. All goods will be inspected upon on return.
*CHRISTMAS RETURNS POLICY*
Our returns policy over Christmas for a full refund or exchange on orders placed on or after 1st December still in their original packaging, with tags/labels and unworn will have up to 15th January to return items. All items whether they do not suit your requirements or are damaged must be identified within this time. All items returned must be in their original packaging and have labels/tags intact.
We strongly advise that customers check thoroughly through their order upon receipt of the parcel and before use of the item for any manufacturers defects that could have possible been missed throughout the checking process. We have a dedicated control team however in some circumstances these errors can sometimes be missed.
Refunds made for damaged/missing items can include the part of the original postage and packaging. If you return every item from your order within the set time you will be refunded your full P&P placed from the original order. If only some of the items are returned then part of your P&P will be refunded. If an exchange item is returned for a refund you will not be refunded any of your original postage but just the £5 for the item- refunds can be rejected at this time and we have the right to issue an exchange only for exchanges.
All customers are responsible to send items back to us if they do not suit their requirements this includes items that do not fit, not suitable, wrong item selected and incorrect sizing. Customers must cover the full postage cost to return items back to us which will be confirmed via email on receipt and processed accordingly. (Parcel must be sent back via post only- we do not accept returns in person to the warehouse. All parcels returned in person not via the postal service can be rejected/returned to sender/not processed). If an exchange is requested we will send the exchange item to them free of charge. A valid postage receipt must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes with us Royal Mail or any other courier service used.
You may use the original packaging if you still have them. If not please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecure packaging.
Full valid details must be placed within each returning package in order to be processed correctly. For example you must include a cover note stating your full name on your account, order number returned, the items from this order that are being returned and your address for any exchanges to be sent. Alternatively you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the parcels received cannot be identified by the details provided within the package. All returning request for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels is between 3- 5 working days. We do not have any retail stores/outlets to purchase or return items to.
We do not accept returns in person- all returns made outside of the postal service will not be processed and will be rejected. All items sent back to us via post must be within the 14 days policy and can be sent to:
961 Great West Rd,
United Kingdom*We kindly ask you to keep the proof of shipment and email your tracking code to us (email@example.com).
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.