Customer Care

 

FAQ

I entered the wrong shipping address.

We will be able to fix this for you as long as your order has not been assigned a tracking number. Reach out to us at team@jaee.shop , from the email you used at time of purchase. Please include your order number, your name, and your updated address. We will contact you once it has been updated.

I ordered the wrong size/color item.

If you placed an order for the wrong size/color, and the website happens to still be open, please place a new order for the correct size/color. Once you do so, email our team at team@jaee.shop. In your email, explain the situation and please include both order numbers. They will then be able to cancel the incorrect order & reimburse the funds. In the case where the website is closed, we will be unable to offer a refund or size swap, due to our order policy stating “all sales are final”.

I didn’t receive an order confirmation via email.

If you did not receive an email confirming your order, you may have entered your email incorrectly at checkout. This does not mean you won’t receive your order, it simply means you entered it incorrectly. Before assuming so, please check your spam/junk mail.

Why is my tracking in the pre-shipment stage? 

Your tracking number is in the pre-shipment stage because it is either still en route to our shipping courier, or has yet to be scanned by our shipping courier. Allow up to 5 business days from when you received your tracking number, for it to update.

I think the shipping courier lost my order/ My order was stolen.

Once your order is passed to the shipping courier, your package is 100% in their possession. We do acknowledge that delays may occur and cause frustration, however it is not in our control. Any issues that regard your order being delayed, lost, or stolen, must be investigated by the shipping company. We are unable to get in contact with them on your behalf to resolve any issues.

I would like to exchange / return my item(s).

All orders are Non-Refundable / Non-Exchangable unless the item is flawed. We are unable to switch your size or item, so it is important you choose carefully before ordering. In the rare occasion that you receive a flawed item, reach out to us at team@jaee.shop , and provide an explanation, order number, as well as images displaying the flaw.

I have received the wrong item.

In the rare occasion that we send you the incorrect item, reach out to us at team@jaee.shop . Please provide a brief explanation, your order number, as well as images displaying the mistake.

Other

If you have a question that is not answered within this FAQ page, please do not hesitate to reach out to the official JAEE customer-care email : team@jaee.shop