Faq

Frequently Asked Questions

1. Do you offer free shipping?
   Yes. Shipping is free on every order, with no minimum purchase.
2. How long does shipping take?
   Orders are processed within 1 to 2 business days. After dispatch, delivery usually takes 4 to 6 business days depending on where you are, so most orders arrive within 5 to 8 business days of being placed. You get tracking details as soon as your order ships.
3. How can I track my order?
   Once your order has shipped you will receive an email with your tracking number and a link to follow your package.
4. What is your return policy?
   We accept returns within 30 days of delivery. Items must be unused, undamaged and in their original packaging. To start, email us at support@jenner-california.com.
5. Are there items that cannot be returned?
   For hygiene and safety reasons these are non returnable: personal care items unless still sealed, custom or personalised orders, perishable goods, hazardous or flammable products, and final sale or clearance items.
6. Do you charge restocking fees?
   No. We never charge a restocking fee. For a change of mind you cover only the return shipping.
7. How long does a refund take?
   Once your return is received and reviewed, approved refunds go back to your original payment method within 10 business days. Your bank may take a few days longer to post it.
8. Can I exchange an item?
   We do not process direct exchanges. If you want a different product, place a new order and return the original for a refund.
9. What if my order is delayed or lost?
   Email us as soon as you can. We open an investigation with the carrier and either resend the order or refund it.
10. What is Jenner California VIP?
    VIP is optional. Check the VIP box on a product or at checkout and you take 30% off eligible items in that order. The intended terms are a 20-day free trial, then $39.99 a month until cancelled. Automatic enrollment and billing are not switched on yet, so nothing recurring is charged today and no trial is tracked. Leave it unchecked to pay the normal price. See the loyalty program page for full details.
11. How do charges show on my statement?
    Charges appear as Jenner-california.com on your statement, so the payment is easy to match to this store.