RETURNS

REFUNDS & RETURNS

We hope you love your JENA.THEO piece. However, if you are not completely satisfied, we offer a 14-day return policy for eligible items.

To qualify for a refund, items must be:

  • Returned within 14 days of receipt
  • In their original packaging
  • With all labels / swing tags attached
  • In unworn, unwashed, undamaged condition

Please note: Made-to-Order, hand-crafted, hand-dyed or altered items are final sale and not eligible for refund or exchange.

EXCHANGES

As most JENA.THEO pieces are one-of-a-kind, we cannot exchange “like for like”.

If you wish to exchange for another item:

  1. Please notify us.
  2. We will process a refund after your return is received.
  3. You may place a new order in a separate transaction.

RE-WEAR / RE-WORKED ARCHIVE PIECES

All archive pieces are unique, hand-made or re-worked items.

Any hand-made qualities, discrepancies, sizing notes or measurements are clearly listed on the product page. Please review these carefully and contact us with any questions before purchasing.

Returns for archive pieces follow the standard 14-day return policy above.

Due to their one-of-a-kind nature, exchanges are not possible, but you may return the item for a refund.

HAND-CRAFTED / HAND-DYED / RE-MADE ITEMS

These pieces are individually crafted or processed in our UK studio.

 

Each item may have slight variations within normal industry tolerances — this is part of the character of hand-made work.

Please review measurements and product notes carefully before purchasing.

  • Made-to-Order pieces, or
  • Items altered at your request prior to shipping are non-refundable and final sale.

HOW TO RETURN AN ITEM

  • Please return your item using a tracked and insured service.
  • We cannot process refunds for returns that do not arrive back with us.
  • Items must be packaged securely and, where applicable, shoes or accessories should be returned in their original boxes.

Once received, please allow 48 hours for your refund to be processed. We will notify you by email once the refund has been issued.

Original shipping costs are non-refundable.

If the returned item shows signs of wear, damage, missing tags, or a reduction in value, we may deduct an appropriate amount from your refund.

HOW TO CANCEL AN ORDER

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or shipped, we will do our best to accommodate the cancellation.

Once processed, the order cannot be cancelled, but you may return eligible items once received.

YOUR RIGHTS

Your statutory UK consumer rights remain unaffected. These include your right to receive goods that are of satisfactory quality, fit for purpose, and as described.

For further information, please consult Citizens Advice or Trading Standards.

QUESTIONS?

If you have any questions regarding sizing, fit, product details or our returns process, please contact us — we are happy to help.