How long does it take for my order to be dispatched?
We aim to pick and pack all orders to ship from our warehouse within 2 business days, however during this time this can take up to 3 business days.
Why haven’t I received updates on my order?
Our order confirmations and shipment notifications are automatically sent via email. If you are not sent updates, please also check your junk mail folder. If you have any questions about your order please contact our customer care team.
How can I track my order?
You will receive a shipment notification via email once your order has been dispatched from our warehouse. If you have placed an order where your items are being sent from multiple locations you will be able to track the parcels separately and they may be delivered to you on different days and times. You can also log in to your account online and see your shipment details.
Click and Collect v. Collect in store
Jeanswest offers a ‘Collect in Store’ service where items are sent from our warehouse to your selected store. Unfortunately our collect in store option is currently unavailable while our retail stores are closed.
Why has only part of my order arrived? (split delivery)
If you have placed an order where your items are being sent from multiple locations, these items may arrive to you at different times. You will receive a separate shipment notification for each package.
NZ tracking numbers
Unfortunately due to system limitations NZ tracking numbers are unable to be automatically sent to you via email. Contact our friendly customer care team and they will be able to give you your tracking details.
My CIS order has been delivered but stores are closed, what can I do?
Rest assured that your order will be there waiting for you to collect once our stores reopen. You will also have 21 days from that date to refund or exchange your order if something isn’t quite right.
Can I use my gift card online?
Unfortunately we are unable to redeem gift cards online at this stage.
How long is my gift card valid for?
Any new gift cards that are issued are valid for 3 years. The expiry date will be written on the back of your gift card by the store team at the time of purchase.
REFUNDS & EXCHANGES
How long does it take for a refund to be processed?
Depending on how you have sent your return back to us, orders can typically take between 2 - 7 days to reach our warehouse. Once our warehouse receives your return, we aim to process these within 48 hours. Your bank may take a further 48 hours to clear the funds back into your account.
I’ve been refunded, what does cannot pick mean?
Unfortunately we have not been able to supply an item(s) in your Jeanswest order. This can occasionally happen when stock counts are not accurate. We apologise for any inconvenience that this has caused and a refund has already been processed.
I just got my order and it’s faulty/damaged, what can I do?
For faulty/damaged items, please send through photos of the fault with your order details to email@example.com and our customer care team will assess your item.
Something in my order doesn’t fit right, what can I do?
We recommend that you simply repurchase the desired new size/colour online and return the originally purchased item to our warehouse for a refund. As we cannot process a refund on sale items, please see your closest store for an exchange, once the store has reopened. Jeanswest will honour your exchange within 21 days of the store reopening.
How will my Afterpay refund be processed?
All refunds are processed via the original payment method. In the case of Afterpay, the refund amounts are taken off the last payments/ first. This means your final payment might be reduced to zero, but the rest of your payments stay the same. For further information, please login to your Afterpay account or reach out to Afterpay directly.
I want to exchange my Afterpay order.
When you use the Afterpay services you will be able to exchange your item in our stores, once reopened. Jeanswest will honour your exchange within 21 days of the store reopening.
I purchased in-store before stores closed and I want to return/exchange, what can I do?
Jeanswest will help you navigate this uncertain time by honouring your return within 21 days of the store reopening. Along with proof of purchase, products must be returned unworn and with original tags attached.
How does the Jeanswest rewards program work?
As a Jeanswest Rewards member, each shop counts towards your rewards spend. The more you spend, the more we reward you. Spend is calculated based on a 12 month period, and once you reach a new tier you retain your status for 12 months. You can read more about our rewards program here .
How do I get my sign up voucher?
All new members receive a $10 Welcome Voucher for signing up to our rewards program. You can either create an account here or register in one of our retail stores. You’ll have to provide a valid email address to ensure your welcome voucher is sent to you. Welcome Vouchers are sent within 3 days of signing up.
I can’t shop online and my rewards voucher is expiring, will it be extended?
We can definitely extend your rewards voucher for you. Please contact our customer care team on firstname.lastname@example.org to organise an extension.