1. What is your return policy?
Please see our full return policy here (http://jsk.ae/retpolicy) before making any return.
If you'd like to initiate a return/exchange, visit the JessaKae Returns Portal: here (jsk.ae/jessakaereturn). After submitting your return through the portal, you'll be provided with a printable return shipping label.
You'll have 20 days from original order placement to submit a return. While first exchanges are free (for customers within the contiguous USA), please note that a $7 return shipping fee will be subtracted from refunds.
All sale items are final and cannot be returned or exchanged. This includes items purchased using a percentage-off discount (i.e. 20% off).
In order to return a product for a refund and/or exchange, the product must be in its original condition free from any wear, tear, washing, damage, or alterations. This includes but is not limited to perfumes, odors, animal hair, stains of any kind (i.e. makeup/deodorant), missing tags.
For any questions please email us at email@example.com
2. How long does it take to ship?
Orders will be shipped from our warehouse within 3-4 business days after an order is placed. Delivery time is roughly 3-5 business days for US orders and 1-2 weeks for international orders (can be longer depending on your countries customs and local delivery process). During big sales and busy times of the year, shipping may be delayed; we will try to keep you informed if that happens. Also, if you're an international customer your package may be delayed at customs for your country up to six weeks.
3. Why isn't my tracking working?
Please allow 24-48 hours for tracking to be updated by USPS. Once scanned in by USPS, the tracking will update.
4. Do you ship internationally? How much?
Yes. We ship worldwide for a flat rate of $20 (Canada $14.00).
5. I'm an international customer, why do I have to pay additional fees at customs?
Before purchasing you should check your country's import tax and or duty charges. JessaKae cannot be held liable for any additional charges, taxes or duties issued by your countries import office. Those charges are the sole responsibility of the importer (you). Import duty and taxes will be different from country to country and depend on the value of the goods you are receiving. We have no control over these charges and we are unable to lower the stated value of any goods we send out.
6. Where are you located?
870 N. 100 E. Suite 104. Lehi, Utah 84043
7. Can I pick up if I'm local?
Yes. Please email us IMMEDIATELY at firstname.lastname@example.org after you order letting us know that you want to pick up. We will refund shipping for any local pickups.
8. Can I cancel my order?
No, once an order has been placed we can't cancel it.
9. I placed an order and didn't get an email, what do I do?
This may have been due to a misspelling at checkout. Please email us at email@example.com and we will update your email address.
10. How long does it take for me to receive a refund?
Once we receive the item, please allow 3-5 business days for it to be processed. Once it has been processed the money can take up to 5-7 business days to be returned.
11. I received the wrong item or damaged item. What should I do?
Please email us at firstname.lastname@example.org with pictures of the damaged product. You must email us within the return period about damaged items (20 days from purchase date).
12. What are your hours of operation?
13. Can I return items I purchase during a sale?
No. When a sale item is purchased all sales are FINAL and no exchanges, returns, or store credit can be made.
14. Can a previous order be adjusted?
We cannot cancel, change, or adjust placed orders.
15. Can a previous order be adjusted to a sales price?
We cannot price adjust past orders to sale prices.
16. How do I know that a product will fit me?
Since sale products can't be returned or exchanged, it's important to be careful about ordering the right size. If you have any questions (i.e. sizing, material, fit) please contact customer service at email@example.com and we will be happy to assist you.
17. What happens if I don't get a product?
Our support team will do our best to assist track down the package but we are not responsible for products lost or stolen in transit, including lost or stolen returns. Once we give a product to a delivery service, we are no longer responsible for it. Also, we don't offer insurance. Thus, we're unable to offer refunds or replacements for products that don't arrive once they've been shipped. If you have not received a product within 7 business days of your order, please contact us (firstname.lastname@example.org) so we can try and assist in locating your package.