Caliente Matte Mocha // Gold

*Please note: Timeframe estimates are from when the parcel is sent and only account for business days. All orders are processed and sent as soon as possible as we know how important it is to receive your purchase promptly. These do not include delays outside our control.

TAXES & DUTIES

Our postal charge does not include taxes and duties, which may be applied by customs in the country of delivery. All payments of taxes & duties are the responsibility of the customer and usually determined on the value of your order. Orders will not be refunded if taxes and duties are not paid and you choose to not pick up your order.

The following links are to assist with estimating some countries T+D's. 

NZ | https://www.customs.govt.nz/personal/online-shopping/

Canada | https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

UK | https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

TRACKING YOUR PARCEL

Once your order has been packed and left our warehouse, you will be emailed a tracking number by Australia Post.

Please check you junk mail as some customers find this email is redirected to this folder.

Australian Orders can be tracked via http://auspost.com.au/track/track.html

US Orders can only be tracked once arrived in the US via https://www.usps.com

For all other countries please refer to your local carriers.

Please take note that customs have the right to stop your parcel for a considerable amount of time, to conduct routine checks.

POSTAGE INFORMATION

Orders are sent via Australia Post and require signature on delivery.

If the parcel is not signed for, the item will be carded. This card will be left at the address supplied and will indicate where your parcel may be collected from. In most cases the parcel will be located at your local Australia Post Depot. 

Please allow 0-3 days processing time before your parcel is sent. In most cases it will be within the first 24hrs as we aim to get every order off ASAP. 

PLEASE NOTE POSTAGE TIMES CAN VARY DEPENDING ON PUBLIC HOLIDAYS, WEEKENDS, LOCATION, NATURAL DISASTERS, CUSTOMS INVESTIGATIONS, AUSTRALIA POST INVESTIGATIONS & OTHER UNCONTROLLABLE FACTORS. 

THESE TIMEFRAMES ARE OUT OF OUR CONTROL, WE WILL TRY OUR BEST TO ENSURE YOU RECEIVE YOUR PARCEL ASAP. 

Please note: Some items are unable to be shipped Internationally due to brand restrictions in Australia.

MISSING PARCELS

On the event that your parcel is held up or is lost, it may take up to three months to receive an answer from the Australia Post Investigation Team. Unfortunately these Australia Post timeframes are uncontrollable and we will do our best to rectify the issue ASAP.

INCORRECT INFORMATION

Once your order has been placed no changes are able to be made. Please double check your shipping address is correct before confirming your order. Business addresses must include the business name.

If parcels are not collected, or are required to be returned to sender due to insufficient or incorrect information, postage costs are unable to be refunded. Once you have placed your order, you are committing to the sale and declaring that all information entered including the shipping address is correct.

If you do find you have entered incorrect shipping information please email us ASAP at info@jeanjail.com.au and we will attempt to correct the mistake.

STORE PICKUP

PLEASE NOTE: If you are unable to collect from Warrnambool, Victoria, DO NOT pick this option, as your parcel will be placed in our store.

You will be sent a text message when your parcel is ready to be picked up at the address below. Please ensure to bring your receipt to pick up your purchase.

Homemaker Centre
Shop 6, 1/49 Raglan Parade, Warrnambool, Victoria, Australia.

GIFT VOUCHERS

Gift Vouchers will usually be processed and emailed within 24 hours on business days. 

ORDER INFORMATION

Once placing your order no alterations or cancellations can be made. If you find you have entered the incorrect shipping details please email us ASAP at info@jeanjail.com.au and we will attempt to correct the mistake.

We know how amazing it is to get your size right first go! Please email us at info@jeanjail.com.au to ask any further questions about products if you are unsure.

Please Note: Product with prints may vary and colour may differ slightly from photos due to lighting/monitor settings. 

RETURN CONDITIONS

We are happy to exchange your product if you change your mind for a credit note, on the strict conditions that it is:

• Within 30 days of purchase.
• The product is unworn, unwashed and in original condition.
• Must have all tags still attached.
• Return slip must be completed and included with your return.

No returns on sale items, for change of mind.

Once your return is received at our warehouse, you will be issued with a Credit Note via email, which will allow you to repurchase any item of your choice. Credit notes are valid for 12 months. 

For hygiene reasons we are unable to accept the below items for return if you have changed your mind. 

• Earrings
• Makeup/Skincare/Beauty Applicators

HOW DO I RETURN AN ITEM?

STEP 1: You can return items via our return portal which is where we offer a flat rate of $8.95 : https://returns.auspost.com.au/jean-jail

OR

Send your item/s back to the address below via a trusted post method as we are unable to take responsibility for lost parcels. Signature on delivery is recommended.

Jean Jail Warehouse
Att: Returns
Homemaker Centre
Shop 6,
1-49 Raglan Parade
Warrnambool, Vic
Australia, 3280.

STEP 2:  Returned products are assessed and you will be notified if your return has been accepted. You may then be issued with a credit note voucher via email. If your return does not satisfy the above conditions it will not be accepted and will be returned to you.

Overseas purchases will be charged postage as charged initially. We cannot take responsibility for change of mind/selection of wrong sizes.

CAN YOU HOLD MY SIZE FOR EXCHANGE?

Please note due to the high demand for our product, we are unable to hold sizes for exchange. If you are worried about missing out on your size, but need the product ASAP we recommend repurchasing the same item, in the correct size. Once we receive the original size back we will refund you for the initial purchase.

FAULTY ITEMS

The Jean Jail Team pride themselves in hand checking and thoroughly inspecting, all goods before they are sent out to you.

We do not offer refunds for change of mind or incorrect selection of size.

Jean Jail is happy to help you out with a refund if the product you have purchased is:

• Significantly different from the description shown
• If it is faulty and can't be easily fixed or replaced.

If you have any questions please email us at info@jeanjail.com.au

AFTERPAY AND ZIPPAY

If you wish to return your product/s to change sizes or change of mind you are eligible for a credit only. Your credit note will last 12 months from the date of issue. You are only eligible to receive a full refund via Afterpay if the goods are faulty and can't be easily fixed or replaced or are not as described. When waiting for your item to be returned to our Warehouse please continue to pay your payments.

SECURITY CHECKS

You may be required to verify your account, if our online support team contacts you. Remember this is for your benefit, to ensure your card is not used without your consent. If we discover anyone trying to use another person's card or details without consent, we will not hesitate to report them to the Australian Federal Police.

CONTACT US:

If you need further assistance regarding our policy we recommend using LiveChat (Speech Icon in the Right bottom corner of your screen) if you are unable to contact us this way you may call our online support at 03 5561 0460 (Office Hours Mon-Fri 9am-5pm AEST)