FAQs

Most frequent questions and answers

Shopping Online

Do I have to create an account to place an order Online?

You do not need to create an account to place an order. Once you have added your chosen items in your shopping cart, Select ''Guest Checkout''.

Note: Placing an order via Guest Checkout will not allow you to track the status of your order through our website. However, you will be able to track the shipment through our courier partner.

What are benefits of registering for an account?

By Creating an account with Jenice Leather International you will enjoy the following benefits.

Track your orders and review past purchases.
Request a return directly from your account.
Be notified when new stocks arrives.
Manage your account details, Order history and email preferences.

Are there any other ways of placing order from Jenice Leather International?

Yes! If you would like to speak with someone who can advise you further on our products or assist you with placing your order. You can contact our customer service team by telephone, WhatsApp or Email using the following details.

0207 247 0506

+44-0000- 173977

customerservice@jeniceonline.com

If you would like a member of our team contact you instead, then you can complete our contact form here and a member of our customer service team will be in touch with you within 24-hrs.

How Do I check the Status of my order?

You can check the status of your order at any time using My Account section of our website. Just Sign into your account and click "My Orders" tab.

All the order placed will be shown with the newest order first, Select the order which you wish to view the status.

Can I cancel or modify my Order?

It is not possible to modify an order after it has been placed, Therefore, Orders can usually be cancelled before they are processed by our fulfilment team. It is not possible to cancel an order after an item is packed and dispatched.

After shipping you will need to follow the Returns policy to send your item back to us for a refund.

Can my order be gift wrapped or include a gift message?

At present we do not offer gift wrapping, but keep an eye!! We do however, offer the opportunity to add a gift message at checkout.

All orders are packaged in a brown box with the J.L.I Logo. Within the Box the items are packed in tissue and where relevant, shipped with a garment bag, a dust bag or J.L.I Box.

Can I buy a gift card?

Gift cards are currently not part of our offering, but we can offer this in near future. Please check back on this page, follow us on Social Media and do subscribe our Newsletter for Latest Updates.

How Do I know if my order has been Successful?

After submitting your order, the payment will pass through Security Check. On Successful completion of these security checks, an Order confirmation email will be sent to the Email address provided at checkout.

Once the items have been packed and shipped with our courier partner, you will receive a shipping confirmation email with details on how to track your delivery.

Payment

Is my payment details secure with you?

We go to great lengths to ensure, your details are protected. Your Transaction and payment information are directly handled under secure encryption by our payment service provider, in line with strict banking standards. Your credit card details are sent directly to your bank and cannot be read or accessed by any other parties.

Can I save my Card details for faster checkout?

Yes, you can. Simply, create an account or sign into your existing one to add or delete preferred cards, for quick checkout when you shop next time.

I have a promo code how do I use it?

Promo codes are easy to apply and just need to be entered into the promotion code field during the checkout process. Every code is case sensitive so be careful to enter it as exactly as provided. The reduction will be visible at checkout before you are asked to enter your payment details. Therefore, we suggest confirming the order total before proceeding to payment, to ensure the promotion was applied correctly.

I forgot to use my promo code when I ordered, Can I use it now?

You will have to wait for your next purchase. Promotional codes need to be added during the checkout process and cannot be added once the order has been placed.

What currency will my order be charged in?

You will be charged in GBP.

Can I pay with multiple cards or in Installments?

No, you will need to make your payment with singular payment method. Payments cannot be split across multiple payments method and we do not accept payments in installments.

When will my account be charged?

This depends on how you are paying for your order. The orders placed with debit or credit card, a pre-authorisation hold is placed on account when validating the order, which will be replaced by your full payment when your order is shipped. It's worth nothing that on occasion we ship items from the same order separately, which can also create multiple lines of payment. Orders paid for using Paypal, Amazon Pay, Klarna are little different and sometimes charged at the order confirmation stage.

Can I claim a tax refund for my online purchase?

No, Tax on purchases made online cannot be recovered through VAT Retail Export Scheme managed by Global Blue.

I paid using my credit card and was charged extra fees, Can you reimburse me for these?

Jenice Leather International only charges the amount shown at the order confirmation stage. Extra fees incurred by your payment provider are not charged by us. Therefore, J.L.I are not liable for such fees and cannot be reimburse them.

Why was my payment declined?

Often, this is because the billing address registered against your card does not match the billing address you provided with the order details. Check this and still having issue? This can be happen for several reasons. Please contact your card issuer or our customer service team here to get more details.

Delivery

How much will I pay for Delivery?

We offer Local and International delivery services via our courier partners DHL, DPD & UPS on all orders delivered from our website.

For more information for our delivery options, Please visit our delivery page here.

Will I be charged any import taxes or duties?

Yes, All applicable taxes and duties will be calculated at checkout and included in the final price.

Where does J.L.I deliver?

From our International Site, we deliver to Australia, Canada, Japan and UAE. If you would like to send an item to any other location Please use our dedicated UK or US websites.

Can I send my order to multiple delivery addresses?

No, We can only ship your order to only single address. Please place separate orders for each delivery destination.

Can I change my address on an order I have placed?

We are unable to amend the delivery address on an order already placed. If your order has been placed within 24-hours it may be possible to cancel it and replace your order using another address. Please contact our Customer service team to find out more.

My order has been damaged on delivery what should I do?

If your order has been damaged on delivery, Please contact our Customer service team within 48-hours of delivery.

Returns

How do I return an item I ordered from your website?

We offer complimentary returns on all orders made via our website. For a detail explanation of fast and easy return process we offer in partnership with Rebound. Pease visit our return page here.

How long do I have to return my items?

We hope that you are happy with every order you receive from J.L.I, but if for any reason you are not satisfied with your purchase from our website, you may return them free of charge within 30 days of order being shipped. Please visit our return policy for more information.

Can I exchange an item I bought online?

We do not currently offer the option to exchange products online. If your item is unsuitable, Please visit our complimentary Returns policy to allow for your item to be refunded, and place a new order for your desired size.

The Customer service team available to assist you on size, fit or to place a new order.

Product

How do I know I have purchased authentic J.L.I product?

Genuine J.L.I products are distributed via our website, retail stores, outlets & official stockists. Our customer service and Retail teams can advise if the retailer where the item was purchased is an authorised partner and can as a result can be considered genuine. If you are item was not purchased from an authorised retailer we cannot guarantee their authenticity. J.L.I take legal actions against any site or businesses that infringes on the brand trademarks. If you know or suspect of any such site or business. Please let us know here.

How do I take care of J.L.I items?

Washing & Care instructions are included within the product care section on each dedicated product page. For detail information on cleaning, re-waxing and storage, Please visit Product care guide.

Where can I have my J.L.I item repaired?

We offer both repair and re-waxing service within our standalone stores. Please take your item to any of our stores and the team will be able to assist you. If you are unable to visit our store, please contact our customer service team who will advise you on this where to send an item for repair.