Return Policy
Return Policy
We want you to love your purchase
Please note that we do not offer free returns. Shipping charges will apply.
Can I return my order?
You may return items within 30 days of receipt if you meet the following conditions:
- All parts and packaging must be intact and in original condition
- The product should show only normal signs of handling (we cannot accept items damaged due to careless use)
- Items with hygiene considerations must be thoroughly cleaned before returning
- Any defective items must be reported immediately upon receipt
- Customers are responsible for return shipping costs
Returns are processed within 7 business days. If your return meets all conditions, you will receive an official acknowledgment during this timeframe.
We reserve the right to refuse returns if items appear used or damaged through no fault of ours.
Our intimates policy
At Jennifer & Rose, we take hygiene seriously to ensure every piece meets the highest standards of care. For this reason, we are unable to accept returns or exchanges on underwear or lingerie once packaging has been opened.
We encourage you to double-check sizes, colours, and styles before unsealing your order. If there is a defect or an error with your purchase, please reach out to us and we will make it right.
How to return your order
To initiate a return, please follow these steps:
Email us at: info@jenniferandrose.com
Include the following details:
- Order number
- Reason for return or exchange
- A photo of the product (if damaged)
- Your first and last name
- Your address
Once approved, our customer service team will email you detailed return instructions.
Please note: in certain cases, returns may need to be sent to our facilities in Asia. Always follow the instructions provided by our customer service team to ensure your return is processed correctly.
Do not send returns to the sender's address without confirmation, as the customer is responsible for all return shipping costs.
Return shipping fees
- If the return is initiated by the customer (e.g., change of mind, wrong size, wrong colour), the customer covers all return shipping costs.
- If the issue is on our end (e.g., damaged, faulty, or incorrect items), we will cover all shipping costs and the cost of replacement.
Right of withdrawal
You have the right to withdraw from your purchase within 14 days of receiving your goods.
Because orders are processed automatically, we cannot cancel or refund while goods are in transit. Refunds are only possible once goods are returned.
To exercise your right of withdrawal, please email us at info@jenniferandrose.com with a clear statement of cancellation. Refunds will be issued once we receive the returned goods, minus return shipping costs.
Important information
- If your order is already in transit, cancellation is not possible. Please wait for delivery before initiating a return.
- To speed up the process, please share shipping confirmation once you send the return.
Consequences of Withdrawal
Once your cancellation is processed and goods are received, we will refund all eligible payments (excluding delivery costs, unless you chose a non-standard method).
Refunds will be processed within 14 days via the same payment method you used originally.
Contact Us
If you have any questions or need assistance, we invite you to contact us at: 📧 info@jenniferandrose.com