To enable us to process your order, we need some information about you: shipping addresses, billing address, e-mail address, etc.
The creation of this account will also allow you to benefit fully from services offered by JennyBrown: parcel tracking, creating a list of your own personal favourite products, viewing past orders
HOW TO TRACK MY ORDER？
When your order and payment are validated, JennyBrown sends an initial e-mail to confirm your order.
Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a parcel number.
HOW TO UPDATE MY PERSONAL INFORMATION?
The personal information gathered when you created a secure account with JennyBrown can be changed by you at any time by managing your account online. Simply log into your account and change the necessary details.
HOW TO DELIVER TO ANOTHER LOCATION?
On the Identification/Shipping page, tick Delivery "to a different address" from the billing address and enter the required shipping address in the appropriate fields.
I HAVE NOT RECEIVED MY ORDER
Most parcels arrive on time. Occasionally though, the tracking may show as "delivered" when you don't have your parcel.
If the tracking for your parcel shows it as delivered but you haven't received it, you should:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
- Use the delivery confirmation and tracking number sent by email to contact the carrier.
You can also contact our Customer Services to obtain confirmation of shipping.
MISSING/ DAMAGE PRODUCTS IN MY ORDER
If the product(s) received do not comply with your order or if the content of the parcel has been damaged, please return the product(s) in their original form and packaging, complete and accompanied by the returns note. With the exception of non-compliant Products, the cost of returning Product(s) shall be paid by the Purchaser.
It is impossible to exchange or obtain reimbursement via this website for products purchased at a store.
WHAT ARE THE COVID-19 SAFETY MEASURES?
Due to recent concerns related to COVID-19, extra precautions are being taken to keep warehouse personnel safe. Per communication on the CDC website, it is currently believed that coronavirus can live up to 24 hours on corrugate and three (3) days on plastics and stainless steel, therefore, there will be implementation of a three (3) day quarantine of all returned packages. Returns are still being accepted, but please expect a delay in processing your return refund while these extra precautions to protect warehouse personnel staff are being implemented.
HOW DO I PLACE AN ORDER?
Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag". You will be invited to create an account or check out as a guest. Simply follows the screens through until you receive confirmation that the transaction has been accepted.
I HAVEN'T RECEIVED AN ORDER CONFIRMATION
This could be for 2 reasons:
- Either your spam filters are too high, which means that our emails have been blocked as spam
- Or, your order may not have been successfully submitted.
HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN INTO ACCOUNT?
Once your order has been confirmed, you will be sent an order summary by e-mail. This contains the following information:
- Order number
- Order date
- Delivery and invoicing details
- List of items ordered
- Total amount of the order
If you do not receive this confirmation e-mail, (and you've checked your spam), it may be that your order has not been acknowledged.
CAN I USE A FOREIGN CREDIT CARD?
We currently accept all major credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo. We do not accept personal checks and money orders, or international forms of payment.
CAN I SEND A GIFT TO A DIFFERENT ADDRESS?
You can find ideas for gifts suitable for different occasions and recipients in the "Gift ideas" section of the site.
You can select a different delivery address during checkout and complete with gift wrapping and a personal message.
WHY IS MY CREDIT CARD NOT GOING THROUGH?
These are the top reasons why a credit card does not go through:
1. You are using an International credit card that is not issued in one of the following countries: CHINA, BRAZIL, CANADA, GERMANY, UK, or US. We are sorry, at this time we are unable to accept International credit cards from countries not listed above.
2. You have entered in the wrong address, wrong zip code, or an address that is not associated with the credit card you are trying to use. You may have misspelled your address or put your address information on the incorrect line. Please check your information to make sure it is 100% accurate.
3. You have entered in your credit card information incorrectly. Please double check the information.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We currently accept all major credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo.
Unfortunately, we do not accept personal checks and money orders.
