RETURN AND EXCHANGE SERVICE

-- Cancellation of an order: Contact us immediately. Be sure to include your order number and a message indicating that you wish to cancel the order. If the order has not yet been processed, we can cancel it for you. However, if the order has already been processed, we will not be able to cancel it. In that case, please contact us for a return when you have received the item.

Changing an order: If you find a spelling error in the delivery address or other changes are necessary, please contact us immediately after receiving the order confirmation. We will do our best to make the changes for you, but we cannot make any guarantees. Once your order has been shipped, we will not be able to make any further changes.

Please note that orders can be processed within 6 hours, so make sure to notify us as soon as possible.

-- You have the option to return or exchange your order within 14 days of receipt, provided the product is in its original condition. The item must be unused, undamaged and not altered in any way. We reserve the right to refuse returns that do not meet our quality standards.

If you are not 100% satisfied with your purchase, we offer a 14-day right of return. Please note that shipping costs are not refundable. Products with quality-related issues, such as damage, defects or incorrect items, will be fully refunded, including shipping costs.

Return and exchange process

To return or exchange an item within 14 days, please follow these steps:

1. Contact us via e-mail at service@jonna-jensen.com og state the reason you wish to return or exchange the product.

2. The product must be unused, unwashed, unaltered and undamaged, and with original labels. We do not accept returns or exchanges of used or modified items.

3. We do not process returns or exchanges without prior notification. Please contact us and obtain a "Return Request" before returning or exchanging the item.

4. Once we have received the returned item, the refund or exchange will be processed as soon as possible. You will receive an email confirmation once the refund has been processed.

5. Buyer is responsible for return shipping and any other related costs.

6. Return address: Albert-Schweitzer-Str 1, 55459 Grolsheim, Rhineland-Palatinate, Germany

Before returning an item, please contact us at service@jonna-jensen.com for detailed instructions. If you fail to do so, we will not be able to identify your return package, which will affect the processing of your refund. Our customer service representatives will respond to you within 24 hours.  Wrap the item in the original packaging for return. If you do not have the original packaging, please enclose a note with your order number and your name and email address in the returned package. After sending the package, please inform us of the tracking number and the carrier of the returned package.

NOTE: Do not ship your return to the address listed on your package. This is not our return address and will affect the return process.

If the return is caused by the consumer, the consumer will be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If the goods received are damaged or incorrect due to our reasons, and the consumer is not required to bear the shipping fee for this reason.（If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.）