frequently asked questions

questions top 5

How can I track my order?

                France (including Corsica and Monaco):

- If you have chosen HOME DELIVERY or delivery to the address of your choice, you will receive your package within 2 to 3 business days from the confirmation date of your order.

- If you have chosen delivery to a PICK-UP POINT, you will receive your package within 2 to 3 business days from the confirmation date of your order.

- If you have chosen IN-STORE delivery, you will receive your package within 3 to 5 business days from the confirmation date of your order.

You will be notified by e-mail as soon as you order arrives in store. You can then pick up your order at the selected location.

Don't forget to bring your receipt and some form of personal identification.

 

Other European Union countries:

If you opt for home delivery in a European Union country (other than France), your order will arrive within approximately 3 to 6 business days.

 

Home delivery and pick-up point delivery:

You can track your order online any time in the "My Orders" section of your account. You will need your order tracking the number (assigned by the shipping company) provided in your order confirmation e-mail.

In the event of any unusual delay, check whether your order has been duly submitted (check whether you've received a confirmation e-mail following acceptance of your payment). An e-mail will have been sent to notify you of the dispatch of your order.

If you have not received anything after this dispatch confirmation e-mail, and have not received any postal notification slip within five business days in France or six business days in other European Union countries, use of the "contact us" form to get in touch with Jennyfer customer service.

 

In-store delivery:           

You will be notified by e-mail as soon as you order arrives in store. You can then pick up your order at the selected location.

After receiving the confirmation e-mail on the dispatch of your order, if you haven't received anything within six business days, call the store using the number provided in this e-mail.

Don't forget to bring your receipt and some form of personal identification. 

How can I exchange an item?
You have received your order and want to exchange an item.  
 
Items can only be exchanged in Jennyfer retail outlets located in metropolitan France (including Corsica, excluding retail locations in Cahors, Puy en Velay and in department stores). Bring the item at issue, your receipt, the delivery note showing your order, and some form of personal ID.
You have 30 days from the date of dispatch of your order to exchange some or all of the items at the retail location of your choice in metropolitan France. 
Exchanges apply to the value of the items excluding shipping costs, which are born by the customer (except if the entire order is exchanged).  
 
Items can only be exchanged if they have not been worn, washed or altered and must have all tags and labels.
How to sign up for jennyfer newsletter?

You can sign up for the Jennyfer newsletter to keep up with the latest trends, be the first to know about sales and get special deals. Just subscribe to our newsletter.                              

If you already have Jennyfer account, you have already subscribed when registering. To check this, go to the "My Newsletters" section of your account.

You can subscribe to the Jennyfer newsletter in this section.
 

 

If you don't have Jennyfer account, click on "newsletter" at the upper left-hand side of the homepage.  

A pop-up window will appear, or you can enter your name, surname, e-mail and post code.

Click "Register".

You are now subscribed to our newsletter.        

How can I get a refund?

You have received your order but want to exchange one or several items and get a refund.

 

You have 30 days from the date of dispatch of your order to return items you are not satisfied with to the Jennyfer retail location of your choice in metropolitan France or direct to our logistic warehouse.

 

Items can only be exchanged if they have not been worn, washed or altered and must have all tags and labels.

 

Items can be exchanged two ways: 

- FREE IN-STORE RETURNS in Jennyfer retail outlets located in metropolitan France (including Corsica, excluding retail locations in Cahors, Puy en Velay and in department stores).

 

You will need to present your receipt (available from the "My Orders" section in your account), the delivery note attached to your package and some form of personal identification.

Our staff will perform the return and refund the corresponding amount to your gift card or bank card.

The refund will correspond to the value of the items, excluding shipping costs which are borne by the customer. Shipping costs will only be refunded if you return an entire order.

 

- RETURNS TO THE WAREHOUSE:

You can return items direct to our warehouse in their original packaging by mailing them. 

To do that, please connect to your account, go to "orders" select the order you which to return, then modify the quantity and validate. You will received a return slip with the adress of our warehouse, don't forget to attach it to your return.

The package must include postage at the current rate, and shipping costs borne by the customer. Shipping costs will only be refunded if you return an entire order.

Returns may be refused if an item is damaged and the following has not been completed:

-comments or reservations on the delivery note within 3 business days of delivery;

-and a complaint filed to Jennyfer customer service within seven days of delivery. 

What are the available delivery methods and times?

You can choose your preferred delivery method when submitting your order.

Delivery times apply from the time of dispatch of your order.

 

The metropolitan France (including Corsica and Monaco), three delivery methods are available: 

 -Delivery by mail, indicated at the time of purchase, within approximately 2-3 business days.

-Delivery to a pick-up point, within approximately 2-3 business days.

-Delivery to a chosen Jennyfer retail location within approximately 3-5 business days.

 

Within the European Union:

If you opt for home delivery in a European Union country, your order will arrive within approximately 3 to 6 business days.


To be deliver outside of the European Union, jennyfer.com recommend that you use our partner ColisExpat. 
jennyfer.com will deliver an adress ColisExpat in France and then ColisExpat will deliver your order anywhere in the world !

For more informations and get an address in France,

please click here.

 

Processing may take longer during certain periods (such as sales, private sales, holidays) due to high order volumes.

You can track your order any time in the "My Orders" section in your account.

In the event of delays, contact our Customer Service by e-mail in the "Contact us" section on www.jennyfer.com.