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FAQs

Account Details

What are the benefits of having an account?

Creating an account on jeanbae.us allows you to keep a record of your purchases, billing, and order tracking information. Within your account you have the ability to store shipping addresses to expedite your checkout process. If you select to receive emails, you will be granted access to be in the know about new products, promotions, and JEANBAE exclusives.

What information do I need to register for an account?

Registering for a JEANBAE account, the information provided is your name, email address, and password. The rest of your account information such as shipping and billing can be updated later. After you’re registered with an account, you have the ability to check your order status, order history, and manage your account details.

Can I change my login e-mail address or password?

Click on ‘My Information” within your account to change your login email address and password. Once updated your email subscriptions will be sent to the updated email address. Any emails related to the order will be sent to the email address provided at checkout.

Forgot My Password, How Do I Log In?

It happens, we’ve got you! All passwords are case-sensitive. If you have forgotten your password, please click on “Forgot Your Password” under the Log In, and follow the instructions to reset it. Need further assistance? Please contact Customer service at customerservice@jeanbae.us.

Can I unsubscribe or cancel my JEANBAE email subscription?

In order to be in the know about new products, promotions, and JEANBAE exclusive subscribe to our emails by clicking on our SUBSCRIBE form and entering your email address. Need to unsubscribe? We are sad to see you go, though we understand. Scroll to the bottom of our email and click “unsubscribe” or contact us at hello@jeanbae.us.

Can anyone see the information I provide to JEANBAE through my account?

We respect your privacy. The information provided will not be given to any third party. For more information, please refer to our Privacy Policy linked here.

Payment

What Payment Methods Do You Accept?

We accept all major credit cards (Visa, Visa Debit, MasterCard, Discover, and American Express).

Where Is Sales Tax Charged?

In the United States, sales tax is applied for the items shipped to the following states: AL, AR, AZ, CA, CO, CT, DC, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NJ, NV, NY, OH, OK, PA, RI, SC, SC, TN, TX, UT, VA, VT, WA, WI, WV, and WY. International orders, import duties, taxes, and applicable fees vary per country/region of destination and are determined at checkout.

I'm Having Trouble With My Credit Card Information For My Online Order.

If you receive an error message related to credit card authorization failure, verify your billing address and check that you’ve entered the correct CVV or security code. Confirm your billing name, address, and phone number matches the credit card information utilized for payment.

Do You Offer Buy Now Pay Later Methods?

Currently we do not offer Buy Now, Pay Later payment methods.

Do You Offer Gift Cards?

Yes! We offer gift cards. Gift cards cannot be exchanged, returned, or transferred. All gift card sales are final.

How Long Are Gift Cards Valid For?

Gift cards do not expire! Gift cards cannot be exchanged, returned, or transferred. All gift card sales are final.

Shipping Questions

How do I track my order?

After placing your order your order will be dispatched to ship and you will receive an email containing a tracking number that can be utilized on the courier’s website. Your ‘Order History’ can be found when logging onto your account on jeanbae.com

How long does shipping take?

Shipping duration is dependent upon your selected shipping method. We aim to process orders as rapidly as possible. All orders are shipped within 2 business days (Business days are Monday through Friday, not including holidays). All orders are processed and shipped from Potomac, MD, USA. Shipping details can be found here.

How do I change my shipping address after my order is complete?

Things happen! We are happy to assist with any changes to the shipping address on all orders that are not yet shipped. Email us at customerservice@jeanbae.us with your order number and the correct shipping address you would like your package to be shipped to. Please note, we are unable to make any changes to orders that have already been shipped.

What if my package or product arrive damaged?

If your package or product was damaged during transit please save the box and merchandise then contact us immediately at customerservice@jeanbae.us. Please do not discard the packaging or product as these materials may be required for your claim to be processed.

What if I received a defective product?

Send your order number with details and pictures of your product to customerservice@jeanbae.us. For quality assurance purposes, we may ask that you return the product to us.

Does JEANBAE ship internationally?

Currently purchases made on jeanbae.com are not eligible for delivery outside of the US.

How do I qualify for free shipping?

Domestic orders on jeanbae.com offer FREE U.S. Standard Ground Shipping on all orders of $100+ USD.

Do you offer gift wrapping?

Unfortunately, we do not offer a gift wrap option at this time.

Is a signature required for shipments?

For any order of $500 or more, we will require a signature upon delivery.

What are your business hours and holidays?

Orders are shipped Monday - Friday, excluding federal holidays within the United States. Packages do not ship from our distribution center on the following holidays:

  • New Year’s Day
  • Martin Luther King Jr. Day
  • President's Day
  • Memorial Day
  • Juneteenth
  • 4th of July
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving
  • Christmas

Orders

Where Do I Find The Status Of My Order?

Review the status of any order and your order history on the Order Status tracking page under MY ACCOUNT. Order History will not be updated until the product(s) have been shipped.

How Do I Know If A Product Will Be Restocked?

We strive to replenish stock as fast as possible. In the meantime sign up for an email alert by going to the product page and clicking the “Notify Me” button. Once the item returns for purchase, you'll be the first to know.

What Do I Do If My Order Is Missing An Item?

Desired items might have not been in stock when your package was shipped. If this is the case, a shipping confirmation email was sent to notify you of the products that are awaiting shipment. If a shipment is missing a product, you will not be charged for it. Please contact us at customerservice@jeanbae.us if you have further questions or concerns.

My JEANBAE order was marked delivered but I can’t find it — What should I do?

At times packages will be marked delivered 24-48 hours in advance by the mail carrier. Please double check your front and back porches, garage areas, side doors, and with neighbors to ensure your package wasn’t hidden or potentially delivered to the wrong address.

If the package does not turn up and it has been over 48 hours since your order was marked as delivered, JEANBAE is here to help! Kindly email customerservice@jeanbae.us so we are able to further assist you.so we are able to further assist you.

Returns + Exchanges

Do You Accept Returns?

Your satisfaction is extremely important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy. Our return policy accepts returns and all items will be inspected upon return. Products must be returned in new, unused, and unaltered condition within 30 days from the day of purchase. To begin your return, please click here.

Do I Have To Pay For Shipping Costs?

Currently we are unable to provide return shipping labels. You are responsible for paying your own shipping costs when returning your items. If you are shipping items over $75 we recommend using a shipping service with reliable tracking or insurance policy. If a return item is lost in transit, we cannot issue a refund.

Are Refunds Available For Gift Cards?

Gift Card purchases or free gifts are not eligible for refunds.

Do You Offer Exchanges?

Please note we do not currently offer exchanges at this time.

How long does it take to process a return?

Our self-return process takes between 7-14 business days from start to finish. Typically returns take approximately 5 business days in transit to the return location. The processing time typically is between 3-5 business days. After your return is processed, you will receive a confirmation email with details confirming your refund is being processed. Refunds typically take between 3-5 business days to post back to your bank account.

Changes + Cancellations

How Do I Edit or Cancel My Order?

JEANBAE strives to ship your products as soon as possible, therefore we begin processing your order immediately once it is placed. Once your order is submitted we have a 60-minute window to modify and/or cancel your order during business hours (listed below). We will do our best to accommodate your request though we are unable to guarantee modifications or cancellations. We are unable to cancel the order once your order has been dispatched. This will result in processing your order as a return once received. 

Contact Customer Service at customerservice@jeanbae.us ASAP with your specific request for edits or cancellations to your order.

Business Hours:

8:30 am - 5:30 pm EST

Product Related

Can You Send Me Samples?

Regrettably, JEANBAE does not have samples at this time. Samples are available periodically during special offers and also at checkout when you are making an online purchase. If you are unsure about which products are right for you, we are happy to assist with expert recommendations and advice. Email us at hello@jeanbae.us.

Is JEANBAE Animal-Cruelty Free?

Yes! JEANBAE Cosmetics, Skincare, and Naturals are cruelty-free products. Our products and ingredients are never tested on animals, nor do we partner with suppliers who conduct testing on animals.

Does JEANBAE Have Vegan Products?

Yes! JEANBAE has products for our vegan-friendly customers. Shop products which are vegan-friendly here

Please note, while many of our products are free of animal byproducts, JEANBAE Cosmetics and Skincare are not an exclusively vegan line. Some products may contain ingredients of animal origin. Please refer to the ingredients tab found on the product page for information specific to each product.

Does JEANBAE Have Gluten-Free Products?

Yes! JEANBAE has products for our gluten-free customers. Shop products which are gluten-free here.

Does JEANBAE Have Paraben-Free Products?

Yes! JEANBAE has products for our paraben-free customers. Shop products which are paraben-free here.

Other

Is There A Pro Discount For Makeup Artists?

Currently we do not offer a pro discount for makeup artists, though if something changes we will inform you with those details. The best way to stay informed is by signing up for our mailing list here.

How Can I Be Informed Of JEANBAE News And Updates?

Stay in the know with all of the latest details by signing up to our email newsletter. Simply enter your name and email here. Follow us on socials:

What Are The Official Social Handles For JEANBAE?
How Can I Apply For A Job With JEANBAE?

If you would like to inquire about job opportunities at JEANBAE please send your resume to hello@jeanbae.us.

What are your business hours?

Monday - Friday from 10:00 am - 5:00 pm EST

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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