FAQ

Answers to product and order questions for JadeThyme. Read the full policies and the particular product listing for the terms and details relevant to a purchase.

Can I return an item for personal preference?

Request a return within 30 days of receipt. The item must be unworn and unused, with its tags and original packaging. Read the Refund Policy and obtain the return instructions before dispatching it.

How do I start a return?

Email the order reference, affected item and reason. After approval, a label and return instructions are provided. Use the destination specified for the return; the public contact address is not automatically a return address.

Who pays for return shipping?

Confirm the applicable label or transport-charge arrangement for the specific return before sending the item. The store provides a label after approval, but this does not automatically mean every return is free or assign the cost to either party.

When should an approved refund arrive?

The refund is issued to the original payment method within 10 business days after return inspection and approval. Bank or card posting time is additional. Contact the store if more than 15 business days have passed since approval without receipt.

What if an item is defective or incorrect?

Inspect the purchase on receipt and contact the store immediately about damage, a defect or a wrong item. Identify the product and issue and include photographs where relevant. Transport damage or loss has the separate 48-hour reporting instructions, subject to mandatory rights.

What is the EU cooling-off period?

For applicable merchandise shipped to the European Union, an additional 14-day cooling-off period allows cancellation or return without giving a reason. Read the Refund Policy and request instructions; statutory protections take priority.

Will colors look exactly like the images?

Screen settings and lighting can affect perceived color. Read images together with the listing and selected options. Report a material discrepancy or incorrect item using the relevant details; image-display variation does not remove mandatory rights.

Where can I find specifications and care information?

Check the individual product description and available options for information supplied for that item. Do not assume identical dimensions, materials, compatibility or components across the catalog. Ask before ordering if an essential detail is absent.

What if the option I want is unavailable?

Check the current product page for availability. Another option is not set aside by an inquiry or return request. Identify the exact item and variant when asking the store about availability.

Which payment methods can I use?

Use the options actually presented in checkout for the order. A named card, wallet, installment option or offline method is not guaranteed by this page. Review the selected method and final amount before submitting payment.

How should I handle payment details?

Enter sensitive information only in the appropriate checkout or payment-provider service. Never email full card numbers, security codes, account passwords or banking-login information. Use non-sensitive references for an order question.

What should I do after a payment decline?

Review the provider message and entered details. Use the provider’s secure support for account-specific issues. If order status is uncertain, check for a confirmation before trying again and contact the store with the relevant reference.

How do I request help or follow up?

Email the store using the details below. Include the product or order reference, checkout email where relevant and a clear description. Use the same reference for follow-up and include any new useful information while excluding account or payment secrets.

Where are privacy information and choices?

Read the Privacy Policy for personal-data information. Your Privacy Choices in the footer opens the system page with the privacy options available to you.

How do I know my order was placed?

Check for the order confirmation and retain its reference. If a payment or connection was interrupted, check for an existing confirmation before submitting another purchase. Email the store with the checkout email and useful non-sensitive details if the order status is unclear.

Can I change or cancel an order?

Contact the store promptly with the order reference and requested change. Say whether a dispatch notification has arrived. Available next steps depend on the actual fulfillment stage and applicable rights; sending a request does not itself confirm a change.

What if I entered the wrong address?

Email the store as soon as the error is noticed, identifying the order, incorrect detail and requested correction. Include the tracking reference if dispatched. A message to the store should not be treated as confirmation that an in-transit parcel has been rerouted.

Where is delivery available?

Domestic delivery covers all 50 United States states. Before placing an international order, contact the store to confirm destination availability and shipping charges for the items concerned.

How much does shipping cost?

Review the amount shown for the selected service, delivery address and actual order in checkout before payment. Do not assume a fixed rate from a service name or earlier purchase. International charges require confirmation before ordering.

How long does processing take?

Orders are processed in 1–3 business days. Weekend and holiday orders begin processing on the next business day. This preparation period is separate from the time a parcel spends with the carrier.

Is a fixed delivery date promised?

No fixed number of transit days is stated in the Shipping Policy. Review any service information for the actual order and follow shipment tracking after dispatch. Contact the store before buying if timing needs clarification.

How do I track an order?

Tracking information is supplied after dispatch. Use the reference for that order. Order Tracking in the footer opens the external tracking service, where you can enter the tracking number directly.

Why has tracking not changed?

Check the latest carrier status and distinguish a dispatch notification from subsequent scans. If assistance is needed, email the order and tracking references with the current status. No fixed scan-update interval is promised here.

What should I do about a lost or damaged parcel?

Contact the store within 48 hours of delivery or the expected delivery date for transport damage or loss. Include the order reference, tracking status and relevant photographs; retain damaged packaging while the case is reviewed. Mandatory rights remain unaffected.