FAQ

Account and Orders

 

HOW DO I PLACE MY ORDER

To place your order, follow these steps:

• Browse through our products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. Check out our size chart for reference.
• Once you’re done, click the ‘Add To Bag’ button.
• After you’ve added all the products, click on the ‘My Bag’ icon. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
• From there, you can either log in to your existing Jolene account or simply continue as a ‘New User’ and create one.
• Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.

 

HOW DO I RECEIVE MY ORDER?

• We have tied up with reputed courier companies, so your orders will be delivered right to your doorstep within 5-14 business days depending on the shipping address.
• All orders come in fully sealed packages to make sure they reach you in perfect condition.

 

I TRIED PLACING MY ORDER USING MY DEBIT CARD/CREDIT CARD/NET BANKING. THE ORDER WAS NOT SUCCESSFUL BUT MY MONEY WAS DEDUCTED. WHAT DO I DO NEXT ?

• As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by your bank within 7 business days.
• For any other assistance/issues you can write to us at support@jolene.club.

 

HOW SHOULD I CHECK THE STATUS OF MY ORDER?

• Log in to your account on the website or on the app and click on the profile icon.
• Click on ‘My Orders’ to see the status of your current orders (as well as your order history).
• Alternatively you can click on "Track my Order" on the website and enter the order details to track the order as well.
• After your order has been successfully placed, you will immediately receive confirmation and order details via email and SMS.
• For any issues/concerns regarding your order you can write to us at support@jolene.club.

 

WHAT HAPPENS TO ORDERS WHERE PRODUCTS ARE RECEIVED IN DAMAGED CONDITION?

• We strive to deliver the best quality standards, however, in case you receive   a damaged/defective product, we should be notified within 48 hours of delivery. Also, we request you to email us a photograph of the damaged/defective product on support@jolene.club

In case you fail to intimate about the same, return might not be processed.

 

WITHIN HOW MANY DAYS OF PURCHASE CAN I RETURN/EXCHANGE MY ORDER?

Return/Exchange request needs to be raised within 7 days of the delivery date.

 

WHAT IS THE PROCESS FOR RETURNS?                                                  

Jolene follows a PAID 7 days return policy contingent on quality checks.

Return is applicable only for returnable items. Non-returnable items include:

• Innerwear
• Swimwear
• Accessories (jewellery, headbands, bandanas, etc)
• Items sold during Mid Year Sale, Annual Sale and Black Friday Sale Event

 

• For registered users, You can initiate a return on the app or from your account on the website within 7 days of delivery of the goods.
• For users having made the purchase as a “guest”, you can initiate a return from the “Returns” link in the footer section at the bottom of our homepage. Please make sure that you have the "order id" (found in the order confirmation email) to initiate the return.
• Return will be initiated via doorstep pickup and you will be charged INR 99 for every two items per request.
• You can request a return for one or more than one item in an order if there is more than one item in an order that needs to be returned,
• You will be charged INR 99 for every two items per reverse pickup request and multiple items from the same order can be returned in the same request.
• If you raise multiple return requests itself, they will be charged a return fee of INR 99 for every two items per return request
• All returned items will go through a quality check process in our warehouse/store. Returns will only be rejected if:

• Items are not the original ones purchased
• Items do not have the original tags and codes
• Items show signs of usage (wear or wash)
• Items show signs of damage during trial or after usage

• Discounted items purchased as a part of the “Final Sale” cannot be returned.
• Any shipping charges, COD handling charges will not be returned.

 

 

WHEN WILL I GET MY REFUND?                                                                      

It takes 7-10 days for the product to arrive at our warehouse after the reverse  pickup is done, after which it undergoes a quality check. Once it passes the  quality check, the refund for the return or exchange request will be initiated  within 72 hours.

 

THE PRODUCT I WANT TO RETURN WAS BOUGHT ON DISCOUNT. WILL I GET REFUNDED THE FULL AMOUNT?                                                         

No. You will only receive the exact amount paid for the product minus the        shipping and COD charges if any for forward and return shipping.

 

IN CASE I RETURN THE PRODUCTS, WILL THE COD/SHIPPING/GIFTING CHARGES BE CREDITED BACK?                                                                  

No. These are one-time charges and are non-refundable.

 

DO WE SHIP OUTSIDE INDIA?                                                               

Currently we do not ship products internationally.

 

PAYMENTS

 

IS CASH ON DELIVERY (COD) AVAILABLE?                                                 

Yes! COD is available for orders below INR 10000 on select serviceable pincodes.

 

ARE THERE ANY HIDDEN CHARGES?                                                      

There are absolutely NO hidden charges for any of our products - what you see is what you pay.

 

WHAT SHOULD I DO IF MY PAYMENT FAILS?                                               

In case of a payment failure, please retry and keep the following things in mind:

• Confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
• If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 7 business days. For any further clarification, you can email us at support@jolene.club.

 

SHIPPING AND TRACKING

 

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?             

Orders in India, once shipped, are typically delivered in 7-8 business days in metropolitan cities, and 10-12 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).

 

ARE THERE ANY ADDITIONAL SHIPPING CHARGES?                          

Shipping is absolutely free !

 

HOW DO I TRACK MY ORDER?

You can track your order once it has been dispatched from our warehouse.You can  track it from your account on the website and the app by selecting ‘My Orders’ from the profile section and then clicking on ‘Track Order’ for the respective Order ID.

 

ORDER CANCELLATION

 

HOW DO I EDIT/CANCEL MY ORDER?

• We will not be able to edit or cancel your order once the order is shipped.
• COD orders that have not been shipped can be canceled by contacting us at support@jolene.club.
• For prepaid orders, cancellation is not available.

 

MISCELLANEOUS

 

WHAT IF I'M NOT AVAILABLE WHEN THE PICKUP IS ATTEMPTED?          

Our courier partner will attempt the pick up 2 times and will connect with you to agree on a mutually agreeable pickup slot.

 

HOW DO I DETERMINE THE CORRECT SIZE FOR ME?                           

While placing your order you will find an option for the ‘Size Chart’ on the   product page which includes detailed information on sizes and fit. You may   click on the same and find your perfect size.

 

DO I NEED TO REGISTER BEFORE PURCHASING ?                            

Although it’s not a must, we recommend you register with us before purchasing. This helps us serve you better and deliver your goods in a timely manner. Registering is very simple: we will only ask you for the necessary information to speed up the purchase process. You can do it on the ‘Register’ option.

 If you already have an account, you can log in by entering your phone number and password/OTP.

 These are some of the advantages of having a Jolene account:

• Make purchases swiftly
• Check the information and the status of all your purchases and returns
• Receive notifications about your orders and news in the app
• Get access to “APP-ONLY” drops and early access to all fashion drops

 

 How do the special discount coupon returns work ?

Example:

Discount Offer Term: Discount of Rs.1000/-  on orders above Rs.4500/- on applicable products.

Customer purchases a Jacket "A" of Rs.4490/- and another Shirt "B" of Rs.1290/-, the cart value is Rs. 5,780/-. This amount is above 4500/- and so the discount coupon is applicable.

On applying the discount, the revised pricing for the said customer would be :

Jacket "A" : 4490-776.82 =3713.18/-

Shirt "B": 1290 - 223.18 = 1066.82/-

Total: 4780/- instead of 5780/-

 Now if the customer decides to return Jacket A, , the order value will become Rs. 1290/- and fall below Rs.4500/- so the full price of the Shirt B will be payable by the customer.

Accordingly, the customer will only be refunded an amount of INR. 3,490/- (Rs. 3713.18 (Amount paid by User for Jacket A) – Rs. 223.18 (Discount received for Shirt B)).

 Exchanges for either Jacket A and Shirt B will be permitted without any charges.