We will gladly support exchanges in cases where the error is on our part (incorrect color, size, or design differing from the original order). In such cases, the shipping cost for the exchange will be covered by us.

If the customer requests to exchange for a different size from the one originally ordered, we will support one (01) exchange only. The customer shall be responsible for all related shipping costs, including both return and reshipment fees.

Replacement products will be dispatched only after we have received and verified the returned items.

Important Notes on Exchanges and Returns:

– Customers are required to provide an unboxing video and the original purchase invoice when submitting an exchange request. This is a mandatory condition. Requests without an unboxing video will not be accepted.

– Products must be returned in their original condition, with all tags intact. Any accompanying accessories (e.g., belts) and packaging (e.g., zip bags), if applicable, must also be included.

– We strongly encourage customers to pack items securely and use a shipping service with tracking. Proof of shipment should be retained, as customers are responsible for the product until it is safely received at our warehouse. We do not accept liability for items damaged in transit.

– Regarding shipping arrangements, customers may either authorize us to arrange the return shipment or independently ship the item(s) back via DHL. Once the returned product is received, our quality control team will conduct a thorough inspection, and further assistance will be provided through our dedicated customer service channel. Tracking details will be shared for customer reference.

– If the customer arranges their own return, proof of shipment must be provided, along with the tracking number for monitoring.

– If tracking details are not provided in advance and the parcel is lost during transit, JKT will not be responsible for locating or recovering the shipment. The customer will be solely responsible for liaising with the courier or customs authorities. An exchange will only be processed once we have successfully received the returned product.

– Exchange requests will be cancelled if the return process exceeds 30 days.

For all approved returns, we will make every effort to issue your refund within 14 days from the date we receive the returned item.

We do not accept returns for unwanted items beyond the claim period stated above. If you attempt to return an item outside of this timeframe, we reserve the right to send the item back to your default shipping address and request that you cover any associated shipping costs.

– Please notify us of the product’s condition by sending photos and an unboxing video to our customer service email customerservice@jennyktran.com or via Contact box at our website, within 2 days of receiving your order.

– In cases where the item must be returned for further inspection or exchange, please follow the instructions outlined under “Important Notes on Exchanges and Returns.”

To request a return, please send your unboxing video, proof of purchase, and order number to our official return email: customerservice@jennyktran.com or via Contact box at our website, within 2 days of receiving your order.

All return requests must be pre-approved through these two channels. Once your request has been approved, you will receive a confirmation email, after which you may proceed with returning the product.

We reserve the right to decline any return request that has not been approved via the official return process.

Return Shipping Address
After approval, please carefully pack the product and return it to the following address:

Recipient: Jenny K Tran
Address: 98 Trieu Viet Vuong Street, Hai Ba Trung District, Hanoi, Vietnam
Hotline/WhatsApp: (+84) 942 764 189
Postal Code: 100000

Important Notes:

– Please clearly include your order number (provided in the approval email) inside the package.
– We strongly recommend using a courier service with tracking and retaining proof of shipment, as we cannot accept liability for any loss or damage during transit.
– In the event the return parcel is held by customs, the customs office will typically contact us directly, and we will manage the clearance. Please note that refunds will only be processed once the item has safely arrived at our warehouse.

If you have any further questions, require more information about our exchange policy, or wish to file a complaint, please contact us via:

Customer Care WhatsApp: (+84) 942 764 189

All requests will be responded to within 24 hours, excluding Saturdays and Sundays.