Refund policy

Thank you for supporting a one-woman business! Every order is packed with care and love from our fulfillment centers. As a small independent brand, I strive to offer beautiful, thoughtfully made items to customers all across the World.

While I always appreciate feedback that helps improve my business, please note that all items are made on demand. This means your order is created especially for you once it's placed. This approach reduces waste, supports mindful production, and ensures every piece receives the attention it deserves.

No Refunds or Returns – Except for Damaged Items

Due to the nature of this small business, all sales are final. I do not accept returns, exchanges, or refunds for:

  • Ordering the wrong size or color
  • Changing your mind
  • General buyer’s remorse

Please double-check your order details and size selection before checkout. If you’re unsure, feel free to contact me before placing your order.

Exception: Damaged Items

In the rare case that an item arrives damaged, please inspect it immediately upon delivery and follow the steps below to report it:

  1. Contact me within 48 hours of receiving your order at info@jnayne.com
  2. Include the following in your email:
    • Your order number
    • A clear description of the issue

Photographic evidence of the damage (including packaging, if applicable)

Items reported more than 48 hours after delivery will not be eligible for a refund.

Once I’ve reviewed your request, I’ll respond with the next steps. If your return is approved, a refund will be issued to your original payment method. Please allow a few business days for your bank or credit card company to process the refund.

What Is Not Considered Damage

  • Slight imperfections or variations due to the handmade nature of certain items
  • Damage caused during opening or handling after delivery
  • Items returned without prior approval

EU Consumer Notice

In accordance with EU Directive 2011/83, the right of withdrawal does not apply to:

  • Goods made to the consumer’s specifications or clearly personalized (Article 16c)

Since all of our products are made to order, we reserve the right to refuse returns except in cases of damage or fulfillment error.

Lost or Unclaimed Packages

  • If your package is lost in transit (i.e. not marked as delivered), please contact us within 2 weeks of your expected delivery date.
  • If your order is returned to sender due to an incorrect or incomplete address, or if it is unclaimed, you will be responsible for the cost of reshipping.

If we do not receive a response within 2 weeks of a returned item, the product may be donated.

  • Please note: We are not able to refund or replace orders marked as “delivered” by the courier.

📬 Need Help?

If you have a question about your order, feel free to reach out at info@jnayne.com — I’m happy to help!