FAQs

Last updated: July 2026

Welcome to the Jerane FAQ page. If you cannot find the answer to your question below, please contact our customer support team at support@jerane.shop or call +44 7454 752990.

Orders

How do I place an order?

Browse our products at Jerane.shop, select your preferred size, and click "Add to Cart". Once you have finished shopping, proceed to checkout where you can enter your delivery details and payment information. We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.

Do I need an account to place an order?

No. You can check out as a guest without creating an account. However, creating an account allows you to track your orders, save your delivery address, and access your order history more easily.

Can I cancel or change my order after placing it?

If you wish to cancel or change your order, please contact us as soon as possible at support@jerane.shop. Orders are typically processed and dispatched within 1–2 business days, so prompt action is recommended. Once your order has been dispatched, it cannot be cancelled and will need to be returned under our 30-day returns policy.

Will I receive an order confirmation?

Yes. You will receive an email confirmation immediately after your order is placed, followed by a shipping confirmation email with tracking information once your order has been dispatched.

Shipping & Delivery

How long does delivery take?

Standard delivery within the United Kingdom takes 2–4 business days after dispatch. Orders are processed within 1–2 business days, so you can typically expect your order to arrive within 3–6 business days from the date of purchase.

Do you offer free shipping?

Yes. We offer free standard delivery on all orders within the UK. Shipping costs for international orders (if applicable) will be displayed at checkout.

Can I track my order?

Yes. Once your order has been dispatched, you will receive an email with a tracking number and a link to monitor your delivery progress in real time.

What if my order does not arrive?

If your order has not arrived within the expected delivery timeframe, please contact us at support@jerane.shop with your order number. We will investigate with the shipping carrier and resolve the issue for you.

Do you ship internationally?

Currently, Jerane ships to addresses within the United Kingdom. We are working on expanding our international shipping options and will update our shipping policy accordingly.

Returns & Refunds

What is your returns policy?

We offer a 30-day returns policy. If you are not completely satisfied with your purchase, you can return the item within 30 days of delivery for a full refund.

What conditions apply to returns?

To be eligible for a return, the item must be unworn, unused, and in the same condition as when you received it. All original tags and packaging must be intact. Proof of purchase (order confirmation email or receipt) is required.

How do I initiate a return?

Contact us at support@jerane.shop with your order number and reason for return. We will provide you with a return authorisation and instructions on how to send the item back.

Who pays for return shipping?

Return shipping is free if the item is faulty or if we sent the wrong item. For all other returns, the customer is responsible for return shipping costs.

How long does a refund take?

Once we receive and inspect your returned item, we will notify you of the refund approval within 3–5 business days. The refund will be processed to your original payment method within 10 business days of approval.

Products & Sizing

How do I know which size to order?

Each product page includes a detailed size guide with measurements in centimetres. We recommend measuring yourself before ordering to ensure the best fit. Size guides are available on each individual product listing.

Are your products true to size?

Our sizing is based on standard UK sizing. However, different products may fit slightly differently depending on the cut and fabric. Please refer to the specific size guide on each product page for accurate measurements.

What materials are your products made from?

All material compositions are listed on each product page under the "Specifications" section. Our products include 100% cotton, cotton-polyester blends, nylon-spandex blends, and polyester chiffon, depending on the item.

Do you offer gift wrapping?

Currently, we do not offer a gift wrapping service. Products are shipped in our standard branded packaging.

Payment & Security

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Yes. All transactions are processed through secure, PCI-compliant payment gateways. We use SSL encryption to protect your personal and payment information. We do not store full card details on our servers.

Will I be charged any additional fees?

No hidden fees. The price you see at checkout is the total amount you will be charged, including any applicable taxes and shipping costs (if not free).

Warranty

Do your products come with a warranty?

Yes. All products purchased from Jerane.shop are covered by a 30-day warranty against defects in materials and workmanship. This warranty applies to products used under normal conditions and as intended.

What does the warranty cover?

The warranty covers manufacturing defects such as stitching failures, broken zippers, sole detachment, and other faults not caused by normal wear and tear or misuse.

How do I make a warranty claim?

Contact us at support@jerane.shop with your order number and clear photos or videos showing the defect. We will review your claim and respond within 3–5 business days with further instructions.