I just placed an order, when will it ship?
Please allow 3 - 10 business days of processing and production time for your order to ship out. Most products are made and delivered in 3 - 5 days.
Why is my order being shipped in different packages?
Travel Jerne partners with global merchants and artisans from areas around the world. Because we ship directly from our partners in these countries, your item may take up to four (4) weeks to arrive.
If you have a multi-item order, each item may be shipped from different international warehouse, depending on which one has them available the fastest.
How long is the shipping time?
U.S orders will be shipped via USPS & UPS and International Orders will be shipped depending on the fulfillment center the product is from.
Average transit times to the United States: 3 - 15 business days
Average transit times to International: 5 - 30 business days
There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.
Will I receive a tracking number?
We provide tracking for every order. Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfillment centers across the globe as we spend time sourcing for quality yet affordable products.
Can I cancel my order?
If the order is confirmed, please email firstname.lastname@example.org within 30 minutes of purchase. If you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur. All you need to do is send us an email with the subject line "CANCEL".
I have entered an incorrect address.
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at email@example.com. If the address is wrong, we can correct this within 24 hours.
My item is faulty.
We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything is handmade, there is some potential for human error. Usually, our merchant partners will pick this up and everything will be handled before your order is even dispatched. However, in the rare case that something does slip through, all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.
A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
- In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
- If the fault cannot be verified over email, you may need to return the item to us for inspection
- In that instance, a determination can then be made as to the state of the product
- Please do not send your products back to our merchant partners without contacting a member of our team first
May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
Please note we work in accordance with these provisions:
- Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been handmade specifically for you.
- Faulty Goods:To return faulty goods you need to first contact a member of our Customer Services Team using the contact form.
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that our merchant partners will redo or recommend a remedy for a faulty item.
Please note: if the product is in in used condition, we will not be able to offer you a remedy for faulty workmanship where we may repair the item. Where there is a minor fault, we may suggest an alternative remedy.
I have a question that wasn't answered, can you please help?
If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within one (1) business day.