Refund policy

HOW TO RETURN AN ITEM

Please contact us to arrange your return before sending your item back. Once your return has been authorised, a return shipping label will be provided, and the cost of the label will be deducted from your final refund amount.

Items must be securely packaged to prevent damage in transit. Where applicable, shoes or accessories must be returned in their original boxes and packaging.

Please note that returned items remain the sender’s responsibility until they are safely received by us. We therefore recommend retaining proof of postage. We cannot process refunds for returns that are lost in transit or do not arrive back with us.

Returned items will be inspected upon receipt. Once approved, please allow up to 48 hours for your refund to be processed. You will receive an email confirmation once the refund has been issued.

Original shipping costs are non-refundable.

If a returned item shows signs of wear, damage, missing tags, or a reduction in value, we reserve the right to refuse the return or deduct an appropriate amount from the refund at our discretion.

Returns received outside of the 14-day return window will not be eligible for a refund.

EXCHANGES

As most JENA.THEO pieces are one-of-a-kind, we cannot offer direct exchanges.

If you wish to exchange for another item:

  • Please notify us to arrange a return

  • Once your return is received and approved, we will process a refund

  • You may then place a new order as a separate transaction

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 an order has been processed or dispatched, it cannot be cancelled. Eligible items may instead be returned once received, in accordance with our return policy.

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.