RETURNS & EXCHANGES
We hope you love your ONJENU purchase, however if you wish to change your mind you have within 2 weeks from receiving your parcel to return your goods back to us, goods returned outside this time will not be accepted by ONJENU. Please note we do not offer free-returns.
Pierced earrings (unless faulty) and face masks are non-refundable and non-exchangeable for reasons of hygiene and safety.
Once we receive the goods back into our warehouse the refund process can then take between 14 days to be completed. Effectively you will only be refunded for the goods which excludes shipping costs.
Please note, for orders shipped outside the UK, we are unable to refund any taxes, duties, charges or delivery costs you may have paid when placing your order.
Please ensure you return the garment as you have received it with its original tag; as failure to do so may result in the returned items being declined and sent back to you; this will also apply to stated damaged goods which will be thoroughly investigated before a refund is commenced. You will need to return your items via the post, and we do recommend using a tracked or recorded service.
Please note that returning items is your responsibility until it reaches our warehouse, and we cannot be held accountable for lost returned goods. Please send all returns to the following address:
C/O GENIE LOGISTICS
If you wish to exchange please ensure you inform our online team either via email or call to put the item you wish on hold to avoid disappointment with unavailable stock.
Once we receive your return we will send your exchange back out to you free of any shipping costs. Our returns address is below: If you have any additional questions regarding returns please contact us at:
T. 020 8012 8147
If you would like a call back, please provide a contact telephone number and email this to our team, we will aim to call you within 24 hours.
FAULTY OR WRONG ITEMS
If you have received the wrong item or if you were sent a faulty item, then please contact our customer service team immediately upon receiving the goods to
T. 020 8012 8147
Your UK statutory rights are not affected by our Returns Policy.