Return Policy FAQ

Thank you for shopping Jen & Co.! We want you to love your purchase. If something isn’t right, please review our return policy below.

Free Returns & Exchanges

We offer free return shipping labels on all eligible orders, with no restocking fees. No additional coverage or purchase is required to receive a free return label.

A valid receipt or proof of purchase is required for all return requests. If you ordered directly from us, your order number serves as proof of purchase. Please use our Return Portal to initiate a return or exchange. If you encounter any issues, contact cs@joncohandbag.shop.

Standard Return Window

Eligible items may be returned within 30 days of delivery.

Extended Holiday Return Window

Eligible items purchased November 1–December 31, 2026, may be returned through January 31, 2027. Orders placed outside this holiday period follow our standard 30-day return window.

Condition of Returned Items

Returned items must be new and unused, with their original packaging and tags intact and no visible signs of wear. Altered or used items are not eligible for return and will be sent back to the customer.

Incorrect or Damaged Items

Incorrect items must be reported within 14 business days of delivery. Damaged items must be reported within six months to qualify for a refund.

Items purchased more than one year ago may be eligible for replacement or store credit. If a replacement is unsuccessful and the issue is reported within six months, store credit will be the sole option.

Replacements reported beyond six months are considered final sale. Defective or damaged items purchased more than two years ago are not eligible for replacement or store credit.

Items Ineligible for Return, Replacement, or Store Credit

Certain items are non-refundable, including older out-of-season products, altered or used items, items marked final sale, and items purchased during an exclusive event.

Return Shipping Labels

Free return shipping labels are provided through our Return Portal for all eligible returns and exchanges. Optional Package Protection is separate from our free return policy and is not required to receive a free return label.

Replacements

Jen & Co. covers shipping and handling for replacement items. Price differences may apply if a different replacement item is selected.

Return Authorization & Shipping Deadline

Once your return authorization (RMA) has been issued through our Return Portal, please ship your return within seven business days. Returns not shipped within this timeframe will have their authorization closed. Items not listed on the return authorization will be sent back to the customer.

Return Processing

During peak season, please allow 1–4 business days for your return to be processed and recorded as received at our warehouse. Our facility is closed on weekends and holidays; returns received during these times will be handled on the next business day.

Refunds and store credits are issued only after returned items have been received and recorded in our system.

Original shipping costs are non-refundable.

All sale and clearance items, including free promotional items, will be final sale and cannot be exchanged or returned. This includes any items purchased at a sale price and items purchased during online promotions.

If an item you've purchased has gone down in price and is still in stock, you can request a one-time price adjustment within 7 days of your order date.

Please note that items purchased using a promotion code or other discount aren't eligible for a price adjustment. Price adjustments will also not be made for Black Friday, Cyber Monday and any other holiday or exclusive event like our Mother's Day Exclusive. Any products bought during a sale are all final sale. 

If you are reporting an item that is damaged, defective, or missing a strap purchased from a third party, you are required to provide the following information: 

*Picture of the defective item.

*Proof of Purchase (receipt or bank statement).

Without proof of purchase, we cannot proceed with the exchange of the item. While we understand that customers may acquire our products through various means such as gifts or cash transactions, proof of purchase is necessary for any exchanges.

 Kindly note that exchanges are subject to availability and can only be processed for the same items in the same color (unless we no longer have the color available). In cases where the item is not available, a discount code will be issued to you.

Reports of defective or damaged items must be submitted within 6 months of the date of receipt by you from the third party. If the issue is reported beyond the return window, we will provide you with a discount code that can be used toward your purchase with us.

If the exchange item is found defective or damaged within 6 months of receipt, you will be eligible for a discount code.

If you seek to exchange an item due to it not meeting your expectations and it is neither defective nor damaged, we regret to inform you that exchanges cannot be facilitated. In such instances, you will be advised to contact the third-party retailer for further assistance. We are unable to issue refunds for items purchased through a third party.

For further assistance or clarification, please contact cs@joncohandbag.shop.

Please be advised that we only provide shipping services within the United States.

We hope you love your new Jen & Co. purchase, but adding RE:DO will give you peace of mind. Upon receipt of your items, you'll be able to use our Return Portal to exchange or gain store credit if you're not feeling the love. The return label is free!

We offer a six-month manufacturing defect warranty from date of purchase on our handbags, apparel, and accessories. This does not cover normal/regular wear and tear.

Before emailing or calling, please have the following information:

*Photo(s) of the item clearly showing the problem

*A copy of the proof of purchase (original receipt, gift receipt, or online order number)

Please note that if you purchased from a third-party and do not have proof of purchase, we are not able to issue a replacement.