FAQ

We are here to help

My payment has failed. What do I do?

If your payment failed after you went through the payment procedure you’ll get a notification. We suggest trying the following things first: deleting your cookies and cache data, using a different browser or using a different payment method. If none of this works, please contact our customer services: support@janelushka.com

If the purchase amount is shown on your bank statement, however the order still seems to have failed? Contact our customer services right away by sending an email with the screenshot of the payment to support@janelushka.com, so that we can start processing your order.

Is it safe to pay online at Jane Lushka?

Placing an order with us is always safe. The privacy and the security of your data is our top priority. We use SSL-technology (Secure Socket Layer). Furthermore, both us and the bank/PayPal will validate and approve each customer to maintain security.

My question is not listed here.

Contact our Customer Service for any questions that are not answered here. Click 'Contact' for the contact page.

Deliveries

Where is my order?

Once your order has been shipped, you will receive a confirmation email with all the details and the tracking number that you can use to track the shipment at https://www.janelushka.com/a/track

How can I track my order?

You can check the status of your order via the page "Where is my order?" listed in our Footer. 

You can track your order live by entering your email, phone number or order number.

What are the delivery costs?

For all EU countries is Free shipping for orders above 149,95€

Standard delivery 3-5 working days - 4,95€

Express delivery 1-2 working days - 9,5-€

The rest of the world:

Standard delivery 3-5 working days - 12,95€

Express delivery 1-2 working days - 19,95-€

What is the delivery time?

The delivery time depends on the shipping method you chose during the checkout.


The standard delivery time with DHL Express is 3-5 working days.


If you opt for express delivery, you will receive your order within 1-2 working days.

I have not received my package yet?

We aspire to get your order to you as soon as possible. If the delivery takes longer than you’d expect, we first suggest checking the tracking link you received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address. 

If the estimated delivery time didn’t change and your address is correct, please check your email again to see if you received a message from the shipping company. 

The package may have been delivered to your neighbors address or your delivery window may have been rescheduled. 

Still can’t find the whereabouts of your package? Get in touch with our customer support via support@janelushka.comto get your order to you as soon as possible.

I’d like to change the shipping address of my order?

Please contact our customer service as soon as possible. We will try our best to get our hands on the package before it leaves or warehouse to change the address. 

Keep in mind that as soon as the order has been paid for and is completely processed, we unfortunately can’t make any changes anymore.

My package has not been delivered yet?

We first suggest checking the tracking link you received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address. If the estimated delivery time didn’t change and your address is correct, please check you email again to see if you received a message from the shipping company. The package may have been delivered to your neighbors address or your delivery window may have been rescheduled. 

Still can’t find the whereabouts of your package? Get in touch with our customer support via support@janelushka.com to ensure a quick delivery of your order.

Returns

What is the return policy?

You can return an item for free within 14 days of receipt.

Obviously, you have to try on an item to see how it looks and if it fits. But please note, if you would like to return the item, it must be unwashed and unworn.

Make sure the items are packed in the added original shipping bag. Add the completed return form.

For more information about returning your order, see "What are the return options?".

Always make sure that your package is returned with DHL Express and always ask for a return receipt.

Wat zijn de retour mogelijkheden?

We work with DHL Express.

1. You can personally deliver the box with the items you want to return to a DHL Express Service Point for shipment. Don't forget to put the return label on the box.

Via this link you can find the nearest DHL Express Service point, based on your zip code / city:

The link with the DHL Express Service Points: https://locator.dhl.com

2. You can also schedule a courier pick-up. This can be done via this link:

https://mydhl.express.dhl/en/en/home.html#/schedulePickupTab

You do not need to create a new shipping label. The DHL Waybill number requested is stated on the return label included in the box of the delivery.

For more information about the pick-up, see "How can I schedule a courier pick-up?".

You can also contact the customer service of DHL Express on:

When will I receive my refund

As soon as we have received your returned items, depending on the payment method (ideal, paypal, credit card or other) we aim to process them within 2 to 3 working days. Credit card payments often take longer to process, which is within a maximum of 14 days.

Check the package's T&T code to make sure your return is on its way. If the 14 working days have passed, please contact our customer service via  support@janelushka.com.

If you have any questions, please do not hesitate to contact us.

I received a faulty item, how to return it?

You can return faulty items within 14 days after you received them. Get in touch with our customer service by sending an email including pictures to  support@janelushka.com.

Can I exchange an item?

Unfortunately we cannot exchange items. After we have received the items in our warehouse, the money will be refunded within 2 to 3 working days. If you want to exchange the item, you can place a new order.

Can I return an item without the original box?

Yes, you can return an item without the original packaging. Put the products you want to send in a durable packaging in which the products will not be damaged.

In line with our sustainability policy, we add a Jane Lushka shipping bag to every shipment, which you can use when you want to return a product.

We ship with DHL Express

Where can I find a DHL Express drop off point?

We work with DHL Express, not DHL Parcel, important to pay attention to that! If you wish, you can personally deliver the box with items that you want to return - with the return label attached to it - to a DHL Express Service Point for shipment. 

Via this link you can find the nearest DHL Express Service point, based on your zip code/city: 

The link with the Express DHL points: https://locator.dhl.com

How can I schedule a courier pick-up?

We work with DHL Express, not DHL Parcel, important to pay attention to that! You can contact DHL Express by phone to request a courier pick up by phone.

Tel.: (088) 055 20 00 

Otherwise, you can also schedule a courier pick up via this link:

https://mydhl.express.dhl/nl/en/home.html#/getQuoteTab

You do not need to create a new shipping label - click 'No' here. The DHL Waybill number that is requested can be found on the return label included in the box of the delivery. For more clarification, that is the label with the barcode and the abbreviation 'RET' (return) on it.

I have lost my return form, what now?

Please contact our customer service: support@janelushka.com

My shipment barcode is not being recognised at DHL, what now?

If you would like to return your order, but your barcode is not recognized at a DHL service point, then you have most likely gone to the wrong DHL. We work with DHL Express, not DHL Parcel, important to pay attention to that!

Via this link you can find the nearest DHL Express Service point, based on your zip code / city:

The link with the Express DHL points: https://locator.dhl.com

Can I contact DHL Express by phone?

You can certainly contact DHL Express by phone to request a courier pick-up by phone, for example.

Tel.: (088) 055 20 00 

Note: keep the shipment number (the waybill number) at hand.

Shopping Cart

Product title Product color

€29,95

Size Product size

Remove product

Subtotal amount:

Shipping costs: Will be calculated at Check out

Total amount:

Check Out
Payment methods accepted

Free shipping for orders above € 149,95

Free returns within 14 days

Delivery in 1-3 working days