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Frequently Asked Questions
Please see below for answers to common questions from customers
Orders & Shipping
Do you offer free shipping?
Yes! We offer free shipping on all orders over $99.
How long does it take to process my order?
Orders are processed within 2–3 business days. Orders placed on weekends or holidays will begin processing the next business day.
How long does shipping take?
Once your order ships, delivery typically takes 3–5 business days depending on your location.
Do you offer local pickup?
Yes, local pickup is available at checkout. You’ll be notified when your order is ready.
Please Note: Apple Pay will not allow for local pick up as the shipping charge is automatically applied. This is a known limitation within Shopify & Apple Pay. Please choose another payment method for local pick up. Thank you!
Will I receive tracking information?
Yes, you’ll receive a tracking number via email once your order has shipped.
Returns & Exchanges
What is your return policy?
Returns or exchanges must be requested within 14 days of delivery or purchase.
Items must be unworn, unwashed, and in original condition, with tags attached, and free of stains, makeup, deodorant, perfume, or pet hair.
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Returned items should be shipped to 611 Windsor Way, Heyworth IL 61745
Approved returns will be issued as store credit, which can be used on any future purchase within a year.
SHIPPING CHARGES
Original shipping charges are non-refundable. If you choose to return an item, the cost of shipping paid at the time of your order will not be included in your refund. Return shipping costs are the responsibility of the customer unless the return is the result of our error (e.g., wrong item shipped, item arrived damaged or defective).
Exchanges
Items may be exchanged for a different size if available.
If the requested size is unavailable, store credit will be issued.
Final Sale Items
The following items are final sale and cannot be returned or exchanged:
- Sale or clearance items
- Accessories and jewelry
- Bodysuits or intimate apparel
- Items purchased at pop-ups or special events
Do you offer refunds?
Approved returns are issued as store credit for a future purchase. Once your return is approved, the credit will be applied to your customer account or provided as a gift card.
Can I exchange an item?
Yes! Items may be exchanged within 14 days of purchase for a different size if available. If the requested size is unavailable, store credit will be issued.
Who pays for return shipping?
Original shipping charges are non-refundable. If you choose to return an item, the cost of shipping paid at the time of your order will not be included in your refund. Return shipping costs are the responsibility of the customer unless the return is the result of our error (e.g., wrong item shipped, item arrived damaged or defective).
What items are final sale?
Sale or clearance items, accessories, jewelry, bodysuits, and items purchased at pop-ups or special events are final sale.
Orders & Support
What if my item arrives damaged or incorrect?
Please contact us within 3 days of delivery so we can make it right.
What if my package is lost or stolen?
Jenesis Twelve is not responsible for packages marked as delivered by the carrier. If your package cannot be located, we recommend contacting the shipping carrier to file a claim. If it appears lost in transit, reach out and we’ll do our best to assist.
What payment methods do you accept?
We accept major credit cards.
Contact
Still have questions? We’re here to help!
Email us at support@jenesistwelve.com and we’ll get back to you within 24–48 hours.