📦  Shipping Policy

At Janáe, every order is hand-packed with love by Kaleigh Janáe herself. As a one-woman atelier, I take care to ensure your keepsakes are prepared with the utmost attention before beginning their journey. Please review the full policy below before placing your order.

Processing Time

• Orders are carefully processed within 2–5 business days (Monday–Friday, excluding holidays).
• During high-volume periods — such as launches, sales, or holidays — processing may take a little longer as I prepare each parcel by hand.
• Once shipped, you’ll receive a confirmation email with tracking information so you can follow your treasures home.

Domestic Shipping

• Complimentary standard shipping is offered on all U.S. orders over $175.
• Standard delivery typically takes 2–5 business days, depending on USPS and your location.
• Placed more than one order within the same week? Email us, and I’ll gladly combine your packages when possible. Shipping is calculated by weight, and any excess charges will be refunded.

International Shipping

• Yes — Janáe ships worldwide! 🌎
• Please note: International customers are responsible for any duties, tariffs, or customs fees required upon delivery.

Lost or Delayed Packages

• Once your parcel is in the hands of USPS, Janáe is not responsible for lost, stolen, or delayed deliveries.
• If your package is marked as delivered but not received, you’ll need to file a claim directly with USPS. (For USPS shipments, claims are typically eligible after 15 days in transit.)

Delivery Delays

• Janáe cannot guarantee delivery times once your order is with the carrier.
• Shipping costs are non-refundable if USPS or the carrier experiences delays.

Incorrect or Undeliverable Addresses

• Please double-check your shipping address at checkout. Janáe is not responsible for incorrect or undeliverable addresses.
• If a package is returned to us, the customer is responsible for the cost of re-shipping.

Stolen Packages

• If tracking shows your order as delivered but it has not arrived, please reach out to the carrier directly.
• Janáe is unable to refund or replace parcels marked as delivered. To avoid theft, we recommend shipping to a secure location.

✨ Every Janáe order is wrapped with intention and sent on its way with care. Thank you for your patience as I hand-pack each keepsake — your support allows me to continue bringing the world of Janáe to life. 

 

🕊️ Return Policy

At Janáe, we want every keepsake you receive to feel like it was made just for you. If something doesn’t work out, we gladly accept returns for store credit, as long as the guidelines below are followed. Please take a moment to review before initiating a return.

We’ve partnered with Redo, available at checkout:

• When selected, Redo provides complimentary returns and exchanges, along with protection for your order against unexpected mishaps.

Return Eligibility

• Returns must be initiated within 7 days of delivery.
• Once approved, your item must be shipped back within 4 days.
• All approved returns are issued as store credit only.
• To ensure fairness, each client may return up to 7 items per calendar month. After this limit is reached, additional returns will not be approved.
• Every return request must be manually approved by our team before sending items back. Returns shipped without approval will not be accepted.

 

Non-Returnable Items

The following are final sale and cannot be returned:

• Items purchased at 20% off or more
• Shoes
• Intimates
• Claim Game items

Condition of Returned Items

To protect the integrity of our pieces, items must be returned in original condition, with all tags attached.

• Items must be unworn, unwashed, and free of excessive pet/human hair, smoke odor, or makeup marks.
• Returns not meeting these standards will either be denied or subject to a $10 restocking fee, deducted from the store credit issued.

Damaged or Defective Items

If your order arrives damaged or defective, please contact hello@janaelabel.com within 2 days of delivery.

• Include your order number and clear photos of the issue.
• Requests made after the 2-day window will not qualify for return or replacement.

Additional Information

• Any item that arrives back to us in poor condition may be returned to the customer at their expense.

Start a Return

To begin your return, please use our Janáe Returns Portal:
https://janaelabel.com/apps/redo/returns-portal/login

✨ Our promise: Every Janáe return is handled with care and intention, ensuring your experience is just as graceful as the day your keepsake first arrived.