Grandmother, I Want to Hear Your Story

Thank you for shopping with us! We are committed to getting orders to customers in a timely and efficient manner.

2. Order Processing Times 

• All orders are processed within 1 to 3 business days.
  
• Weekends and public holidays are excluded from processing times.
  
• Orders placed after 2 PM PST will be processed the next business day.
  

3. Shipping Rates and Delivery Estimates 

• Flat Rate: Small Package - $8.00
  
• Flat Rate: Medium Package - $10.00
  
• USPS Priority Mail Express (1 business day) - $29.99
  

4. Order Tracking 

• Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.
  

5. Returns, Refunds, and Exchanges 

Items can be returned within 14 days from the date your items are purchased. Items must be in *original condition to receive an exchange or store credit. Discounted or sale items are final sale. We do not allow exchanges or returns on jewelry. Refunds are only allowed for special orders that have not been fulfilled. 

*Original condition: Items that have NOT been worn, altered or washed with all original tags attached. 

8. Lost or Damaged Packages 

• Check the Tracking Information: Review the tracking link provided in your shipping confirmation email to see the latest status of your package.
  
• Contact the Carrier: Often, the shipping carrier (like USPS, UPS, or FedEx) can provide more detailed information. Reach out to them directly with your tracking number to file a claim or report the issue.

Get in Touch with Us: If the carrier is unable to locate your package, please email us at info@j-ensemble.com. Include your order number and a brief message explaining the situation. We'll work with you to find a solution as quickly as possible.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@j-ensemble.com. Please note that returns will need to be sent to the following address: 322 Main Street Suite 1, Seal Beach, CA 90740 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@j-ensemble.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@j-ensemble.com.