FAQs

SHIPPING

I’ve entered my shipping address wrong – how can I change it?
We would be more than happy to update your address as long as your order has not been shipped. If your order has been shipped we can attempt to redirect your parcel with Australia Post or DHL but we cannot guarantee it will be possible. Please reach out to us at hello@withjean.com.au with your correct address so we can further assist!

What is the status of my order?
We aim to have all orders shipped within 1-2 business days. Please note, during busy, sale and promotional periods we can often have small delays as stated on our shipping page. Any orders placed over the weekend or on a public holiday are shipped the following business day. If you have any further questions about the status of your order please email Customer Care via hello@withjean.com.au.

Will I have to pay for customs and duties?
Duties, taxes and other customs fees are calculated pending on the value of your purchase, items ordered and shipment destination. If duties and taxes are charged at checkout, they will appear as a separate line item. If they are already included in the product price this will be indicated at checkout. Some countries like the United States require duties and taxes to be paid upon delivery and these charges must be paid by the recipient of the parcel. Head to our shipping page for more information.

My parcel tracking says it has been delivered but I have not received it. What should I do?
Parcels are sent with a 'No Signature Required' delivery service. So if no one is home at time of delivery and the driver deems the area safe to leave, the parcel will be left in a safe location at the address. If there is no sign of your parcel please also check in with members of your household, body corporate/building management and even with your neighbours who may have collected this for you for safekeeping. Once you have checked all possible delivery locations and still have no luck in finding your parcel, please send us an email so we can investigate further with the courier.

Do you have an option to pick up at your warehouse rather than post?
Unfortunately due to Occupational Health & Safety reasons we are unable to have customers onsite, sorry!

How much is shipping to…?
Please see our shipping page for shipping costs.

Where do you ship to?
We ship all over the world! The only exceptions are Afghanistan, Algeria, Bonaire, Sint Eustatius and Saba, Iran, Islamic Republic Of, North Korea, Democratic People's Republic Of, Pakistan, Russia, Turkey and Syria which is due to the import restrictions into these countries.


ORDER ISSUES

I want to make changes to my order, what can I do?
Please email our Customer Care Team as soon as possible. If your order has not been packed for shipping, we may be able to make changes to your order however, if it’s too late – sorry, it’s too late!

I want to cancel my order, what can I do?
Once an order is placed we're unable to cancel the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.

I placed an order but have not received an order confirmation or any further communication, what should I do?
Make sure you check your junk/spam folder in case it has ended up there. If you still can not find it, you may have entered in your email address incorrectly or used another one. Please reach out to our team at hello@withjean.com.au so they can resend it to your correct email address. Make sure to include your full name, email address and order number if you have it.

I’m missing part of my order, is the rest still coming?
We're so sorry to hear there is an issue with your order, this is definitely not something we want our customers to experience. Could you please send through an email with your order number to our Customer Care Team at hello@withjean.com.au so we can look further into this for you.

I’ve received the wrong item or size?
If you've double checked your order confirmation and have received the wrong size or item, please reach out to our Customer Care Team so we can help right away!

My item arrived faulty, what do I do?
Uh oh, if you believe you have received a faulty item please email our Customer Care Team at hello@withjean.com.au right away with images and we will resolve it for you as soon as we can.


RETURNS

What is your returns policy?
We're sorry to hear this one didn't work out for you, we understand sometimes purchases are not always right. All returns must be lodged within 21 days of receiving your order. Full priced items can be returned for a refund or a 110% store credit. However, full priced items purchased at a discounted price during a flash sale or promotional event can only be returned for a store credit. All sale items are considered final purchases and are not eligible for return, store credit, exchange or refund.

Items must be returned in its original condition with the original packaging and all tags/garment stickers attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any marks, stains, makeup stains or odours.

If you believe your product is damaged or faulty please reach out to us and we will be happy to further assist. Please see our Returns page for all the details.

How do I arrange a return?
If you are an Australian based customer please book your return through here >> https://withjean.loopreturns.com/#/

To arrange a return for our International customers please initiate your return through here >> https://withjeaninternational.loopreturns.com/#/

Click here to view our full Returns policy. If you have any further questions about returning an item please email returns@withjean.com.au

Do you have an extended return period for Christmas gifts?
All orders placed from December 15th onwards will have until January 10th to request your return.

I bought an item on sale or an item using a promotional code, can I return it?
Sale items including the use of a promotional code are final and not eligible for return, exchange or refund. Please select items during promotional/sale periods carefully to avoid any disappointments.

Have you received my return?
We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us!

Do you offer refunds?
Yes we do! However, we do not offer refunds on items that were purchased during a sale or using a promotional code.

Where will you refund my order to?
All refunds will be processed back to the original payment method used to place the order. If you have used a combination of store credit and card/PayPal/AfterPay/Sezzle/Klarna/Laybuy then your store credit will be re-issued and your payment refunded.

When will I get my refund?
Depending on your bank’s clearance times will determine when you will see a refund back to your original payment method. This usually takes 2-5 business days, but can take up to 10 business days for some financial institutions.

When will I get my credit note?
Once we receive your return, please allow 3-5 business days for your return to be processed. Once it has been processed you will receive an email with details of your credit note.

Orders placed through Afterpay/Sezzle/Klarna/Laybuy and returned for a store credit.
When choosing to return your item for a store credit, your refunded amount will be allocated to your With Jéan gift card, and not your payment plan. Therefore, it's important to keep up your payment plan payments as the third party website charges late fees for any overdue payments!


PRODUCT STOCK & SIZING

How often do you restock items?
We are always trying to restock the most popular styles based on customer demand. By signing up for a restock notification of an out of stock item, you're letting us know that you're loving a particular style, so we'll do our best to get more in! Once more stock is available, you'll be notified via email.

Can you tell me when something is being restocked?
Feel free to let us know which style and size you were hoping for a restock of via email and we can check in with our team for you.

How do I know what size I am?
We provide a standard size chart as a measurement guide and international size conversion for our customers to see what size suits you best. Each product also includes a description about the garment plus fit suggestions. Feel free to reach out to our team at hello@withjean.com.au if you require further assistance.


CHECKING OUT

I am having trouble checking out. What should I do?
Sorry to hear you've been having troubles at checkout! We can't be sure what's going wrong for you. What we usually suggest is to switch from your current device to a computer if possible, and checkout using Google Chrome as this browser best supports our website. If there is an error message that displays, please send this through to our Customer Care Team at hello@withjean.com.au so they can look into it for you. Fingers crossed it works for you!

What currency are the prices displayed in?
Our website works off geographical location and will automatically convert to your currency.

What payment options do you have?
We have many different payment options listed below. Please note some of these may be subject to location.

• Mastercard
• Visa
• American Express
• AfterPay
• PayPal
• LayBuy
• Klarna
• Sezzle
• With Jéan Gift Card
• Shopify Pay
• Google Pay
• Apple Pay