Refund policy

What is byJené's return policy

You can request a return within 14 days of receiving your order.

What are the requirements for returns?

To be accepted, clothing must meet all of the following requirements:

  • Unused and in original packaging

  • Free from marks and damage: 

⚠️ If items are returned not meeting these requirements, they will be refused and sent back to you at your own cost. No refund or exchange will be issued.

How do I request a return or exchange?

  1. Mobile: Tap the ☰ menu (top left) → Login
    Desktop: Click the 👤 icon (top right)

  2. Enter the email used for your order → Continue

  3. Use the login code sent to your email

  4. Select your order → submit a return/exchange request

  5. You’ll receive a confirmation email with a Return Form – this must be included inside your parcel

Who pays for return shipping costs?

  • Return postage is the customer’s responsibility (domestic & international).

  • Original shipping fees are non-refundable.

  • We strongly recommend a tracked service – we cannot refund items lost in transit.

How long does the refund process take?

  • Refunds can take up to 21 days from the date your return is received.

  • Once inspected, you’ll be notified if your return is approved or denied.

  • If approved, refunds are issued to your original payment method.

  • Banks/card providers may take up to 10 working days to process.

 

What happens if my order is lost or sent to the wrong address?

  • If your order is lost due to an incorrect delivery address provided by the customer, we cannot offer a refund.

  • Always double-check your address before checkout. If you spot an error, contact us immediately, once dispatched, we can’t guarantee changes.

  • If your order is lost due to an incorrect delivery address at fault of the postage company, we can look into this for you where possible.

Remember: You have 14 days to request a return/exchange and a further 7 days to send it back once approved.