Frequently Asked Questions (FAQ) – Janines Cape Town

If you don’t find your answer here, email us at support@janines-capetown.com.

Orders & Shipping

When will my order be processed?: We process orders Monday–Friday. Typically, orders are processed within 1–3 business days of receipt, and dispatch occurs the following business day. We do not dispatch on weekends.
How long will it take for my order to arrive?: After processing (1–3 business days), delivery to South Africa usually takes 8–10 business days, depending on your location and carrier capacity. These timeframes are estimates.
How can I track my order?: You’ll receive an email with your tracking number once it becomes active (usually within 2–5 business days after payment confirmation). Tracking updates can take 24–72 hours to appear.
My order is incomplete. What should I do?: Some orders may ship in separate parcels from different warehouses. If you ordered multiple items, they may arrive separately within 1–3 business days of each other.

What are the return conditions?: You may return within 30 days of receipt. Items must be unworn/unused, resalable, with all original tags and packaging. We do not accept returns for giveaway items, custom jewelry, or clearly marked final-sale items. Shipping costs are non-refundable unless required by law or due to our error.
Who pays for the return shipping?: The customer covers return shipping for change-of-mind or customer error. Costs vary by courier and origin country. Please contact us before sending a return to receive instructions and the correct return address.
How do I start a return?: Email support@janinescapetown.com with your order number, the item(s), and the reason. We’ll issue an RMA (Return Merchandise Authorization) with the proper return hub and instructions.
How long does an exchange take?: Once we receive your returned item, we begin processing the exchange right away. Most exchanges are completed within a few business days.
The product I want for exchange is out of stock—what now?: Contact our team and we’ll advise on restock timing or help select a suitable alternative.
What if I want to return after the 30-day window?: Please contact us. We may be able to offer an alternative solution (e.g., exchange or store credit), subject to review.

What should I do if I received a damaged or defective product?: Please email us within 7 calendar days of delivery with clear photos/videos at support@janinescapetown.com. We’ll evaluate and make it right.

How long does a refund take?: After we receive and inspect your return, refunds are issued within 10 business days to your original payment method. Your bank or card issuer may need up to 3 additional days to post the credit.
Where can I find my order number?: It’s in your order confirmation email. If you can’t find it, contact us and we’ll help.

Email: support@janinescapetown.com
Hours: Monday–Friday 9:00 AM–5:00 PM · Saturday 9:00 AM–2:00 PM · Sunday Closed