WHAT ARE THE PAYMENT OPTIONS?
You can pay by cash on delivery, Walley invoice / partial payment, PayPal, and via Paytrail with online banking credentials or Mobilepay. You can find more detailed information about payment methods here .
WHAT SHIPPING METHODS DOES JENINE OFFER?
Itellan post package, Smartpost Package Machine, R-kioski or K-market package and DHL Express home delivery.
HOW MUCH IS THE DELIVERY FEE?
The delivery fee is free for valuable orders with postal packages. For small orders, the delivery fee is €4.90. DHL Express home delivery costs €11.90.
HOW LONG IS THE DELIVERY TIME?
The normal delivery time is 1-2 business days. With the tracking code sent by e-mail, the package can be picked up one day earlier.
DO YOU SHIP OUTSIDE FINLAND?
Yes we do. Please order via our international web stores
WHERE CAN I PICK UP MY PACKAGE?
With a tracking code or an arrival notification from the post office in your nearest town. Bring a photo ID. You can find Itella locations here . The order made for the parcel machine will be picked up from the machine of your choice.
WHY IS MY SIZE NOT AVAILABLE?
If you can't find your size, it's sold out. We have seasonal items and as a general rule we don't buy more of the same size if it runs out. We keep our stock quantities low on purpose, and there are usually not many pieces of a certain size available, so that the uniqueness and individuality of our selection does not suffer. We fulfill our customers' wish that they can trust that they can dress uniquely in our clothes.
HOW DO I KNOW WHAT SIZE I SHOULD ORDER?
Most product descriptions have instructions for finding the right size, but if you want to make sure the size is correct, you can send an email about it here , ask for advice in our online support or call our customer service +358408280202. If you indicate your height and weight, it will be easier for us to advise you on finding the right size.
DOES JENINE HAVE AN ACTUAL STORE?
For now, no. You can buy products from the online store and from the pick-up warehouse.
CAN I COME TO PICK UP OR ARRANGE THE PRODUCTS?
Yes you can. You can place an order in advance or mark down interesting products, and then come and arrange them at our warehouse in Tampere. You can find directions to get there here .
I WANT PRODUCT MEASUREMENTS?
If you want more precise measurements of the products, or size guidance, contact us either via live chat, call our customer service +358408280202 or send an email here
VALID PROMOTIONS AND DISCOUNTS
You can find current competitions, campaigns and discount codes by following us on social media on Facebook and Instagram.
WHAT HAPPENS IF I DON'T PICK UP THE PACKAGE?
Try to inform us in advance if you are unable to pick up the package. It is then sent back to our warehouse. After an undelivered cash-on-delivery order, an order ban may be placed.
DO THE PRODUCTS HAVE THE RIGHT OF RETURN?
The products have a 30-day right of return in accordance with the Distance Selling Act from when you have received the order. The products must be unused, with the price tags in place and in their own packaging. You can adapt, but not use. The right of return does not apply to underwear, cosmetics or earrings for hygiene reasons. We charge €4.90 for the return from the deductible customer.
HOW DO I RETURN MY ORDER?
Fill out the return form that came with the order carefully. After that, take the package to the post office and inform Jenine that the package is a customer return. The return is then free of charge for you. More detailed return instructions can be found here .
I HAVE ORDERED WITH A COLLECTOR'S INVOICE, HOW DOES THE RETURN WORK?
If you return the entire order, you only pay the return fee of €4.90 plus any billing fee. If you return some of the products, you can either deduct the value of the returned products from the invoice yourself or wait for the return to be processed, in which case you will receive a new, updated invoice in your email. We will not credit the money to the account, unless you have already collected to pay the bill.
CAN I CHANGE THE DUE DATE OF THE INVOICE OR CHANGE THE INVOICE INTO INSTALLMENTS?
In matters related to the due date and installment payment, we recommend contacting Walley's customer service directly, tel. 09 3158 9900.
CAN I RETURN SALE PRODUCTS?
Yes, you can, if they otherwise meet the return conditions.
HOW FAST WILL I GET MY MONEY BACK FOR A RETURN?
As a rule, returns are processed immediately, but no later than within a week after the return reaches us. This requires that the return be accompanied by an account number. Please remember that it takes 2 to 14 days for customer return shipments at Itella.
WHAT AMOUNT WILL BE PAID BACK TO MY ACCOUNT?
If you returned all products of the entire order, the final amount shown in the order confirmation will be paid to your account. If you returned only a part of your order, the value of the returned products will be reimbursed minus the shipping costs and any invoicing/cash on delivery surcharge. For orders made with a discount code, we refund the real value of the products.
CAN I EXCHANGE PRODUCTS?
You can make an exchange by letting us know in advance which product or size you want to exchange, and we will reserve the products for you in advance. You can also put a request for an exchange in the exchange column of the return form, and if the size is found, we will send it to you.
HOW OFTEN DO YOU GET NEWS?
New items go on sale every day! Since the fastest ones get the most popular sizes, it's worth following the news often.
I HAVE FORGOTTEN MY USER ID / PASSWORD - WHERE CAN I GET A NEW ONE?
Your e-mail address with which you registered serves as your username. You can order a new password by pressing the "Log in / Register" button at the top and then "Forgot your password?" - text.
CAN I ORDER BY PHONE OR EMAIL?
Yes you can. In this case, however, only cash on delivery and invoice work as payment methods.