Can I cancel my order?

If we have not processed your order, then it is possible to cancel it. Please contact us here.

Can I make a change to my order?

If you would like to change something on your order you will need to cancel your original order and place a new one. To cancel your order, please contact us here.

I wrote the wrong shipping address on my order, how can I change it?

Unfortunately, we cannot make changes to any order. Please cancel your original order and place a new one. To cancel your order, please contact us here.

I placed an order but havenʼt received an order confirmation.

Please check that you entered your email address correctly and look in your junk mail. If you still haven’t received it, please contact us here so we can be sure your order went through properly.

Am I being charged import taxes?

All prices includes VAT/taxes and duties when ordering to US, UK and Norway. When ordering outside the EU (European Union) all prices exclude VAT/tax and duties and local custom fees may apply. Please contact your local customs office for further information.

Why haven’t I received a tracking number?

To track your order, please click on the link and fill out your order number and e-mail address. Please note that your tracking information will be available within 24 hours of shipment, but it may take up to 48 hours.

Where is my package?

To track your order, please click on the link and fill out your order number and e-mail address. Please note that your tracking information will be available within 24 hours of shipment, but it may take up to 48 hours. Please contact the shipping carrier if you have any questions.

I have received my package and there is a mistake in my order, what should I do?

Please contact us here.

I didn’t receive my entire order, what should I do?

Please contact us here.

The order I placed is a gift, what is the return policy?

Please contact us here with your order ID number and the date you will be giving the gift, so we can extend the return policy.

I want to buy a certain item, but you don’t have it in my size. Will you get this item again?

We are constantly refilling the stock, so please contact us here and we will get back to you if/when the product will be available again.

How do I change the currency?

The currency your purchase is made in is controlled by the country your order will be delivered to. At the top of the page, you can choose your country and the currency will be changed between EUR, GBP, NOK, SEK, or USD depending on the country.

How does donations work?
At checkout, you can choose to donate to Doctors Without Borders.

How do I return an item?

Extended Holiday returns and exchanges on all orders placed before Christmas until January 15th. When returning your order please follow the steps below.

1. Register your return here to receive your return label.

2. Place the items, as well as your order receipts, in the original package. If the original outer package is not available a similar sized package must be used.

3. Attach the return label on top of the original shipping label.

4. If you live outside of the EU, please fill out this commercial invoice.

5. Place one copy of the commercial invoice inside the box as well as one copy on the outside of the box. The commercial invoice is needed to correctly ship the items back to us.

6. Sweden: Download the QR code and bring it together with your parcel to your closest PostNord access point. The return label will be printed out by PostNord. 

Rest of the world: Drop the parcel at your closest UPS access point with the shipping label and commercial invoice visible.

All items returned must be unworn, unused and in the same condition as when received. The items must have all tags, including original packaging materials. Once we receive your return and the above conditions are met, the return will be processed. 
For any questions, please contact us here.

How do I make an exchange?

Extended Holiday exchanges on all orders placed before Christmas until January 15th. When returning your order please follow the steps below. Purchased products are exchangeable into a different size or color. All exchanges are based on stock availability. If you have exchanged a product, Jeanerica will pay the shipping costs for the new product. When exchanging item(s) from your order please follow the steps below.

1. Register your exchange here to receive your return label. Select the size or color you would like to exchange to.

2. Place the items, as well as your order receipts, in the original package. If the original outer package is not available a similar sized package must be used.

3. Attach the return label on top of the original shipping label.

4. If you live outside of the EU, please fill out this commercial invoice.

5. Place the commercial invoice inside the box as well as a copy on the outside of the box. The commercial invoice is needed to correctly ship the items back to us.

6. Sweden: Drop the parcel at your closest PostNord access point. 

    Rest of the world: Drop the parcel at your closest UPS access point with the shipping label and commercial invoice visible.

7. The exchanged product(s) will be sent as soon as our warehouse has received and processed the new order. All exchanges are based on stock availability.

All items returned must be unworn, unused and in the same condition as when received. The items must have all tags, including original packaging materials.

Do you have any return costs?

Sweden: 60 SEK

Rest of the world: Free

Exchanges: Free

Jeanerica offers a pre-paid return shipping label on all full price orders. Register your return here to receive your return label.

Please note that sale products are not eligible for free returns. Return cost:

100 SEK

10 USD

10 GBP

100 NOK

10 EUR

10 USD

If an order contains both full price and sales items the following applies:

If the entire order is returned, return fee is applied

If only sales items are returned, return fee is applied

If only full price items are returned we offer free return

Why haven’t I received the refund for my return?

Once we have processed your return, the refund will automatically be issued back to you in the same way that the payment was made. In most cases, you will receive the refund within seven (7) days, but for some types of credit cards, there can go up to thirty (30) days before the money is cleared into your account. Please contact your bank in regards to releasing the funds.

For you to receive your package on or before December 23rd, please order by the dates below. We have extended returns and exchanges on all orders until January 15th.

19th of December

14th of December with standard shipping

18th of December with express shipping

14th of December with standard shipping

18th of December with express shipping

15th of December with standard shipping

18th of December with express shipping

15th of December with standard shipping

18th of December with express shipping

13th of December with standard shipping

15th of December with express shipping

Resell is currently only available to Swedish customers.

How is the value of the items I am sending back calculated?

The voucher will be 25% of the Recommended Retail Price (RRP). If the RRP is ie. 2000 SEK the voucher value will be 500 SEK.

When will I receive my voucher value for the traded-in items?

You will receive the value directly upon registering the trade-in.

Is there any maximum on how many items there can be traded in?

No, there is no maximum number of items to be sent in.

What happens if I use my voucher value and return an item?

When the item is received at our warehouse, you will get a new voucher code with the value of the voucher.

Who is paying for the freight when I trade in items?

Jeanerica handles all freight.

Are there guarantee and return rights on trade-in items?

All resell items carry the same guarantee and return rights as new items. All resell items will have a return label included in the package. 

Can I buy a resell and a new item in the same shopping basket?

Yes – you will then receive 2 packages instead of one. You will only pay for freight once.
If your questions are not answered here, please do not hesitate to contact our customer care.