If you need any assistance please look through the FAQ below first. If you are still experiencing any issues contact my support team by creating a ticket from here and someone will get back to you. Thanks.
If you are looking for information regarding Shipping, please click here.
PRODUCTS & ORDERS
Where can I find your products? How can I place an order?
Just select “Shop All” from the main menu of our website or click here to find all the available products. Click on any of them to visit the relevant product page and see more photos and a description of the product. Use the “Add to Cart” button to select the product(s) you would like to purchase. Once you are done shopping, just select your Cart from the main menu (top right corner) and click “Buy” to proceed to the checkout page and place your order.
WHERE CAN I FIND MORE INFORMATION ABOUT EACH PRODUCT?
To find more details about each product, just visit the product page. There you can look through the available sizes and check our size guide, see more product photos, a full description of the product and some additional information about it.
HOW DO I CHOOSE MY CORRECT SIZE?
To find more details about the sizes available for each product, just visit the product page and check the relevant size guide.
CAN I CHANGE OR CANCEL MY ORDER?
We will unfortunately not be able to make any amendments to your order after you have placed it with us. Please double-check your order before completing your purchase.
WHAT CAN I DO IF I’VE ENTERED THE WRONG DELIVERY ADDRESS?
Unfortunately, we cannot make any amendments to your address after your order has been placed. Please double-check your address during checkout as your order will be delivered there and you will be responsible for retrieving it.
If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for postage as we have incurred the cost sending you the order.
WHAT CAN I DO IF I MADE A DUPLICATE ORDER?
If you have placed the same order more than once please contact our team immediately by submitting a ticket here and see if they can cancel the duplicate order for you and refund you. Please note that we cannot guarantee cancellation requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 48 hours to review your ticket and by then, your order might already be fully processed.
LOGIN & CHECKOUT
WHAT IS MY LOGIN?
If you have previously purchased anything from us, your login would be the email address you used last time. Otherwise, you’ll have to use your email address to sign up. If you’re unsure about whether you’ve used an email address before, just try signing up again with the same email to know if it already exists in our database. If you need to reset your password, see the following FAQ.
HOW DO I RESET MY PASSWORD?
Go to the checkout page and select “Login”. Enter your email address and then click below the login button, where it says “Reset Password”. If your email address is correct and you already have an account you’ll receive an email with further instructions.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
You can pay via Card (Visa, Mastercard) and PayPal.
WHY WON'T MY PAYMENT GO THROUGH?
Payments may fail for a number of reasons. Before/when purchasing, please always ensure:
- You have a strong and steady internet connection.
- There are sufficient funds in the account associated with the card you are using.
- The billing information you are using (incl. your billing address) matches your card.
If your payment is still failing, we would recommend:
- Contacting your financial provider to make sure (a) the account/card you are using supports international payments (our company is UK-based) and (b) your transaction is not being denied by them for an unspecified reason.
- Contacting any other financial institution associated with your payment attempts (PayPal, Apple) to see if they are aware of any other issues causing your transaction to fail.
Alternatively, we would recommend trying a different payment method.
PROBLEMS IN RECEIVING YOUR ORDER OR DISPATCH CONFIRMATION EMAIL?
Please check the email account used to complete your order. Your order confirmation email (as well as dispatch confirmation email if your order includes physical items) should be there. If you can’t find your email, please:
- Make sure you’re checking the same email account you used for your order with us.
- Remember that confirmation emails may take up to 24 hours to reach your inbox.
- Try checking your junk / spam folders.
Search your email account for “Jumelle”, your order number, or the name(s) of item(s) you purchased.
RETURNS & REFUNDS
WHAT IS YOUR RETURN POLICY?
We offer refunds for products purchased directly from us which are returned in the same condition that you received them in, with tags and liners intact. For sanitary reasons, we do not accept the return of goods which:
- have been worn or stained, or were unsealed after delivery and are no longer suitable for return due to health protection or hygiene reasons.
- are not suitable to be returned due to their nature.
- were made to your specifications or clearly personalized.
- were purchased at a discounted price.
We reserve the right to refuse returns of any merchandise that does not meet our return conditions in our sole discretion. For our full return policy, please see here.
HOW CAN I RETURN MY ORDER?
From the day you made your purchase, you have 30 days to send them back to us for a refund. If you would like to arrange a return, please contact our team by submitting a support ticket from here and we will provide you with all the information required.
Any returned parcels sent by a customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded. We apologise for any inconvenience this may cause and thank you for your support.
WHAT CAN I DO IF MY PRODUCT IS FAULTY?
Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact our support team from here with the following information:
- A full description of the fault
- Photographic evidence attached
Please note issues of this nature need to be reported to us within 60 days.
WHERE CAN I FIND YOUR TERMS AND CONDITIONS?
You can see our T&C document here