Enter your email or zip code plus order or tracking number, then hit search.
After submitting your information, you may receive a prompt for a verification code. Please check your email and enter the code. Once you log in, you will be directed to the main return page.
Note: You must enter the order number in this format exactly: JC-123456. Do not include the # sign.
Select Exchange/Return or Claim
Start Exchange or Return
Select START EXCHANGE OR RETURN for normal return reasons. You can also do exchanges through this link.
Start a Claim
Select START A CLAIM only if you encountered issues with shipping or your package. For example, your order didn't arrive or the box arrived damaged.
Choose the wrong option?
No worries! Just hit the back arrow in the top left or "previous page" at the bottom.
Select Item and Return Reason
Choose a reason for the return.
Please note that if you are reporting a defective or damaged item, you will be prompted to upload photos showing the damage or defect. This is required.
Select your preferred resolution
Exchange, store credit, or a refund?
You will first be prompted with an exchange option. If you do not wish to exchange, select No thanks. You will then be given the option of store credit or a refund.
If you request a refund or store credit, a 15% restocking fee applies to non-defective items returned without original packaging or tags. This fee is waived if the item is returned in its original packaging with tags intact. We cannot waive the fee until we receive the item.
Redo coverage does not apply to the restocking fee.
Receiving Your Label
Label with Redo
If you purchased Redo, you will be prompted to verify your information. Once verified, your return will be submitted and the label will be emailed to you.
Label without Redo
If Redo coverage was not purchased with the order, you can still receive a label from Redo. However, you are responsible for covering return shipping costs. Redo will prompt you for payment.
Pickup Service
Redo can schedule pickup service with a carrier for you. Please note that scheduled pickup is a separate service and is not covered under the free return label. You will be prompted for payment if you choose pickup.
Lastly, submit your return - you're all set!
Common Inquiries
When will I receive my refund or credit?
- Exchanges, refunds, and store credits will not be issued until we have received and inspected the return. Please allow 1–2 business days for us to process your return. You will receive an email confirmation once your return has been completed.
- Refunds: Refunds typically take 3–5 business days to reflect in your account. All refunds will be issued to the original form of payment.
- Business Hours: We are closed on weekends and certain holidays. Any returns received during these times will be processed on the next business day.
Why is there a restocking fee?
Please note that a 15% restocking fee is shown in Redo; however, it can be waived if the item is returned in its original packaging with tags intact. If it is not, this fee will be deducted from the refund or store credit. We will not know if the fee can be waived until we receive the item.
Purchasing Redo does not exempt you from the restocking fee.
Purchasing scheduled pickup
Scheduled pickup is a separate charge, regardless of whether you have purchased Redo. Redo assists with the scheduling, but this service is not covered by Redo. If a scheduled pickup is missed, please contact the carrier directly for assistance. We do not have access to your pickup information.
Shipping & return label fees
Original shipping costs and return label fees are non-refundable. If you purchased a return label but decide to keep the item, the return label fee will be refunded to your original form of payment.
Ineligible returns
If your return exceeds 30 days, or if you have purchased a final sale item, Redo will not allow the return. For further assistance, please contact cs@jencohandbag.com.
Contact us
For further assistance, please contact us at cs@jencohandbag.com. Our office hours are Monday–Friday, 9 AM – 5 PM ET (holiday hours may vary).
Please note we are a small business and will respond as quickly as we can.