FAQ : Returns, exchanges and refunds

• What are your exchange and return conditions?
• How can I make a return?
• I ordered on the internet, can I return my order in shop?
• I bought in a shop, can I return my purchase online?
• Can I return several items from my order?
• Can I return any of the items in my order?
• How can I follow the progress of my return?
• Why was my request for return refused?
• What means of reimbursement are available for me?
• I paid with a one-time use card, how will I be reimbursed?
• I want to make an exchange, how soon will I receive my new product?
• What are the repayment terms?

• What are your exchange and return conditions?

  
  

  For an internet order, you have a period of 14 days to return the item(s) in your order that you do not like, starting from the date of receipt of the order.

  After this period, as evidenced by the postmark, we inform you that we will accept your return against a credit note only, as an exception, and that a penalty of the amount of your order will be automatically withdrawn.

• How can I make a return?

  
  

  To make a return, go to your Jane de Boy account in the "My orders & returns" tab.

  You can then generate your return and follow the procedure indicated.

  Then, all you have to do is stick the return label included in your package.

• I ordered on the internet, can I return my order in shop?

  
  

  You can also return an online order to one of our shops.

  To do this, when generating the return from your Jane de Boy account, select the option "deposit in a shop" then choose the shop (Cap-Ferret, Arcachon, Bordeaux).

• I bought in a shop, can I return my purchase online?

  
  

  Shop purchases cannot be returned via your online account.

  They can be exchanged or given a credit note against return to the store within 14 days.

• Can I return several items from my order?

  
  

  If you wish, you can return one or more items from your order.

  However, please note that only one return label will be issued and processed per order, so please return all items in the same shipment.

• Can I return any of the items in my order?

  
  

  You can return any item of your order. However, items returned incomplete, damaged, used or soiled, as well as items personalised at the customer's request (jewelry engraving, customised creation, etc.) cannot be returned or exchanged.

  If you receive a damaged product, you must report it to our customer service within 48 hours of receipt. Any return without prior notification from you within this period will be automatically refused.

  Lingerie and swimwear may not be tried on next to your skin and must be worn over your own lingerie.

  Cosmetic products orDelicatessen are considered as "sensitive goods" and cannot, for reasons of hygiene and health protection, be the subject of an exchange, return or refund.

• How can I follow the progress of my return?

  
  

  We recommend that you keep the tracking number on the return label provided so that you can follow its progress.

  Please note that returns are your responsibility until they arrive at Jane de Boy. The return label provided does not cover any insurance. Therefore, we advise you to insure your package for the value of your purchase.

  If the product is damaged, it will be returned to you and you may be asked to pay the shipping costs.

  As soon as we receive your package, your return will be registered by our team. You will be informed by email.

• Why was my request for return refused?

  
  

  You have received an e-mail telling you that your return has been refused. This can be due to various reasons (label torn off, product stained, worn or damaged).

  You have a period of fourteen (14) days to return the unwanted items. If the return is made after this period, it cannot be accepted.

  Also, if you try to make a return, we will be forced to return it to your default shipping address, and a shipping charge may be incurred.

  If we notice an unusual pattern of returns, such as a recurrence of returns, or if we suspect that items are ordered for the purpose of being worn and then returned for a refund, we reserve the right to deactivate the customer account.

  If this happens to you, and you think it is an error, we invite you to contact our customer service directly by phone at 05 19 88 01 58 or by email at contact@janedeboy.com.

• What means of reimbursement are available for me?

  
  

  You have the possibility to be reimbursed on your bank account or on your customer account (as a credit, in the tab "My credits and offers").

  Refunds to a bank account are made via the payment method used. It is not possible to be reimbursed on another means of payment (for example, another card than the one used for the purchase).

• I paid with a one-time use card, how will I be reimbursed?

  
  

  In the case of payment by single-use credit card (e-card), we will not be able to make a refund on this method of payment.

  We therefore invite you to send us a bank statement (RIB) by e-mail to contact@janedeboy.com. We will then proceed with a one-off bank transfer.

• I want to make an exchange, how soon will I receive my new product?

  
  

  For any exchange request, please contact our customer service by email contact@janedeboy.com or by phone 05 19 88 01 58 in order to know the availability of the product in real time, so that we can set it aside for you.

  Please note that we cannot set products aside for Golden Goose.

  As soon as the customer service confirms and agrees to the exchange, we invite you to send your return. Upon receipt, and if the return is accepted, we will proceed to send the exchange.

  You will receive another e-mail with a new tracking number.

• What are the repayment terms?

  
  

  Refunds will be made within a maximum of 14 days from the date of registration of the return.

The answer to your question is not in this list? Do not hesitate to contact our customer service from Monday to Friday from 10am to 1pm and from 2.30pm to 5.30pm by phone at +33 (0)5 19 88 01 58 (not surcharged), or by email at contact@janedeboy.com.