We’ve put together some handy frequently asked questions to guide you through everything you need to know about shopping online with E-Jeans. If there is something you need to know that isn’t listed, please don’t hesitate to get in touch by email or phone.

I have not received all of my order/received incorrect item(s)

Unfortunately mistakes can happen from time to time. If you have received your order and an item is missing, please contact Customer Services quoting your order number and the missing item and we will investigate the matter on your behalf.

Should the item you received is not what you originally ordered, please also contact Customer Services.

I have received a faulty item

In the unlikely event that you receive a faulty item, please contact Customer Services stating your order number, the nature of the fault, and whether you require a refund, repair or a replacement. You will be advised on how to return the item.

Do I have to pay for return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility regardless of whether the item was originally shipped to you for free. However if you are returning a faulty item then we will refund you the reasonable cost of return postage.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please note if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.

If your original order did not incur a postal charge (i.e sent free delivery), and you require an exchange, we will send the exchange to you free of charge. However, any further exchanges from this order may incur our normal postage charge.

Why have you not refunded the delivery charge?

Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item.

The amount refunded is incorrect

Unfortunately mistakes can happen. If for any reason you believe the amount you have been refunded is incorrect, please contact Customer Services quoting your order number and the amount you believe should have been refunded. Customer Services will then investigate this on your behalf.