Return Policy FAQ

Thank you for shopping Jen & Co.! It's important to us that you're completely satisfied with your purchases. Please kindly take note of our return policy below.

Jen & Co. requires a valid receipt or proof of purchase for all return requests. If you ordered directly with us, you will use your order number as proof of purchase. Please utilize our Return Portal to initiate a return or exchange. If you encounter any issues with the portal, please email us at cs@jencohandbag.com.

Expectations: Items failing to meet expectations may be returned within 30 days of receipt.

Conditions of Goods: Returned items must be in new or unused condition, with original packaging, tags, and no visible signs of wear. Altered and/or used items are not eligible for return and will be sent back to the customer.

Incorrect or Damaged Items: Reports of incorrect items must be made within 14 business days of receipt. Damaged items must be reported within 6 months to qualify for a refund. Items outside the timeframe of one year may be eligible for replacements or store credit. If the replacement proves unsuccessful and is reported within six months then store credit will be the sole option. Replacements reported beyond six months will be considered final sale. Defective or damaged items that were purchased more than two years ago will not qualify for replacement or store credit.

Good(s) Ineligible for Return/Replacements/Store Credit: Certain items are non-refundable, including older out-of-season products, altered or used items, items on final sale, and items purchased during an exclusive event.

Return Label: We provide return shipping labels for our errors. Otherwise, customers are responsible for shipping back returns.

Replacements: Jen & Co. covers shipping and handling for replacement items. Price variations may occur for different replacement items.

Time Limitation:  Once the RMA has been received via our Redo portal, returns must be initiated within 7 business days to be eligible. Failure to return items within this timeframe will result in the closure of the RMA. Items not listed on the RMA will be returned to the customer.

During our peak season, please allow 1–4 business days for your return to be processed and recorded as received in our warehouse. Our facility is closed on weekends and holidays, so returns received during these times will be handled on the next business day. Please note that refunds and store credits are issued only after items are officially received and recorded in our system. Thank you for your patience and understanding.

A 15% restocking fee applies if items are not defective or damaged.

Shipping costs are non-refundable.

A restocking fee is implemented to cover the costs associated with inspecting and repackaging returned items, as well as any potential loss in value during delivery or return.

We understand that customers may occasionally order incorrect items, change their minds, or find that a product does not meet their expectations. However, please note that the restocking fee is non-negotiable, as outlined in the item fulfillment sheet provided with each order.

All sale and clearance items, including free promotional items, will be final sale and cannot be exchanged or returned. This includes any items purchased at a sale price and items purchased during online promotions.

If an item you've purchased has gone down in price and is still in stock, you can request a one-time price adjustment within 7 days of your order date.

Please note that items purchased using a promotion code or other discount aren't eligible for a price adjustment. Price adjustments will also not be made for Black Friday, Cyber Monday and any other holiday or exclusive event like our Mother's Day Exclusive. Any products bought during a sale are all final sale. 

If you are reporting an item that is damaged, defective, or missing a strap purchased from a third party, you are required to provide the following information: 

*Picture of the defective item.

*Proof of Purchase (receipt or bank statement).

Without proof of purchase, we cannot proceed with the exchange of the item. While we understand that customers may acquire our products through various means such as gifts or cash transactions, proof of purchase is necessary for any exchanges.

 Kindly note that exchanges are subject to availability and can only be processed for the same items in the same color (unless we no longer have the color available). In cases where the item is not available, a discount code will be issued to you.

Reports of defective or damaged items must be submitted within 6 months of the date of receipt by you from the third party. If the issue is reported beyond the return window, we will provide you with a discount code that can be used toward your purchase with us.

If the exchange item is found defective or damaged within 6 months of receipt, you will be eligible for a discount code.

If you seek to exchange an item due to it not meeting your expectations and it is neither defective nor damaged, we regret to inform you that exchanges cannot be facilitated. In such instances, you will be advised to contact the third-party retailer for further assistance. We are unable to issue refunds for items purchased through a third party.

For further assistance or clarification, please contact cs@jencohandbag.com.

Please be advised that we only provide shipping services within the United States.

We hope you love your new Jen & Co. purchase, but adding RE:DO will give you peace of mind. Upon receipt of your items, you'll be able to use our Return Portal to exchange or gain store credit if you're not feeling the love. The return label is free!

RE:DO must be purchased with an item. It cannot be purchased separately and used for another order. Exchanges can be made for a different color in the same style. You only need one RE:DO label per order.

A 15% restocking fee still applies if items are not defective/damaged.

RE:DO only covers the cost of the label. If you do not opt into RE:DO, you will be charged for the cost of the return label.

We offer a six-month manufacturing defect warranty from date of purchase on our handbags, apparel, and accessories. This does not cover normal/regular wear and tear.

Before emailing or calling, please have the following information:

*Photo(s) of the item clearly showing the problem

*A copy of the proof of purchase (original receipt, gift receipt, or online order number)

Please note that if you purchased from a third-party and do not have proof of purchase, we are not able to issue a replacement.