Refund and Returns Policy

At jianom, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a flexible refund and return policy to ensure a smooth process. Please read the following details carefully.

Return and Exchange Eligibility

To be eligible for a return or exchange, the following conditions must be met:

  • Timeframe: You must request a return or exchange within 14 days of receiving your order.
  • Condition of Goods: The items must be in new, unworn, unwashed, and undamaged condition. Items must be returned in their original packaging with all tags intact.
  • No Use or Damage: Products should not show any signs of use, including stains, damage, or alterations made after receiving the item.
  • Exchanges: If you wish to exchange an item, it must meet the same criteria as the return process. We will assist you with an exchange if the item is defective or incorrect.

How to Return or Exchange an Item

  1. Contact Us: If you wish to return or exchange an item, please contact our customer service team at [email protected] within 14 days of receiving your order. Provide your order number, the item(s) you wish to return or exchange, and the reason for the return.
  2. Return Authorization: Once your return request is approved, you will receive a Return Authorization and instructions on how to send the item(s) back to us.
  3. Packaging: Please ensure that returned items are carefully packed to prevent any damage during transit. We recommend using a trackable shipping method to return your products and retain proof of return.

Return Shipping Costs

  • Return Shipping Fee: The customer is responsible for all return shipping costs. If you decide to return or exchange an item, you must cover the cost of shipping it back to us.
  • Shipping Method: We recommend using a traceable shipping method (with tracking) to ensure that your returned package reaches us securely.
  • Customs Duties: For international returns, customers are responsible for any customs duties or taxes incurred on the returned products. These fees are not covered by jianom and must be paid by the customer. If customs duties are charged, you are required to pay them upon collection of your goods.
  • Non-Refundable Shipping Fees: Please note that the original shipping fee paid on your order is non-refundable unless the return is due to an error on our part, such as sending the wrong item or a defective product.

Return and Refund Process

Once we receive your returned item(s), we will inspect them to ensure they meet the conditions outlined above. The following outcomes are possible:

  • Refunds: If your return meets the eligibility criteria, we will issue a refund to the original payment method used for the purchase. Please allow up to 14 business days for the refund to appear in your account, depending on your payment provider.
  • Exchanges: If you requested an exchange for the same item in a different size or color, we will ship the replacement product once we have processed the returned item. Additional shipping fees may apply for exchanges.
  • Rejection of Return: If the returned item does not meet our return conditions (e.g., signs of use, damage, or stains), we reserve the right to reject the return or charge a restocking fee.

Damaged or Defective Items

If you receive a damaged or defective item, please follow these steps:

  1. Contact Us Immediately: Reach out to our customer service team at [email protected] within 7 days of receiving the product.
  2. Provide Evidence: Please provide clear photos of the damaged or defective item(s) along with your order number. We will guide you through the process and offer a replacement or full refund, depending on the situation.
  3. Shipping Costs: In cases of damaged or defective items, we will cover the return shipping costs. You will receive a prepaid return label for returning the faulty product.

Non-Returnable Items

Please note that the following items are not eligible for returns or exchanges:

  • Sale Items: Products purchased on sale or clearance cannot be returned or exchanged unless they are defective.
  • Underwear, Socks, or Intimate Apparel: For hygiene reasons, these items cannot be returned or exchanged.

Refund Processing

  • Refund Method: Refunds will be issued to the original payment method used at checkout. If you paid by credit card, the refund will be credited back to your card.
  • Refund Timeframe: Please allow up to 14 business days for the refund to be processed. Depending on your bank or payment provider, the refund may take additional time to reflect in your account.

Address for Returns

Please send all returns to the following address:

jianom Returns Department
12 RUE DE LA PART-DIEU, 69003, LYON, FRANCE

Important Notes

  • Non-Returnable Shipping Fees: If the return is not due to a product fault or error on our part, the initial shipping fees are non-refundable.
  • Customer Responsibility: Customers are responsible for the shipping costs, customs duties, and taxes associated with returns or exchanges.
  • Return Window: Returns or exchanges outside the 14-day window will not be accepted unless otherwise specified in our terms.

Customer Support

If you have any questions or concerns about our return and refund process, please don’t hesitate to contact our customer support team: