FAQ


How long does it take for an order to arrive?


As we ship anywhere in the world, shipping times are highly variable and are dependent on many factors such as the current demand for the product, the distance between our distribution center and your country of residence, the exact postal route the carrier will take and also the customs and import process in your country.

Currently, our average shipping times are between 10 and 20 business days.

Please note that during the holiday season these time frames may be impacted but you may contact the shipping carriers directly at the number provided in the shipping notification emails you will receive. 

Below are the most typical time frames for your region.

USA: 8 - 15 business days average

Canada: 10 - 20 business days average

Europe: 10 - 20 business days average

Australia & New Zealand: 10 - 20 business days average

All Others: 15 - 30 business days average

Please note that those are just average times and depending on the current order volume, your location and other factors it can take longer than that in rare cases.

From time to time, customs agents may delay the delivery of packages at their discretion. 

How much does shipping cost?

This depends on a variety of factors such as the distribution center from where the item ships, your location, the weight of the item, the carrier and shipping method used etc. You will see the applicable shipping costs at checkout.

Please note that any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Jarwest’s. 

If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

Will I receive a shipping confirmation for my order?

If you checked out using your email address, yes, as soon this is available our standard process is to forward it to you straight away.

I made an order and would like to cancel it. What can I do? 

Due to the high number of orders we get each day, our ordering and fulfillment processes are automated.


Any orders made are forwarded and processed by our supplier almost in real-time and at a certain cost per unit that we can not claw back. Therefore we can only accept order cancellations if they were done within 1 hour of submitting the order. You can still return the items to us and if they fulfill the conditions as outlined in our Returns Policy, we will issue a refund.


I made a mistake and ordered the wrong variant of a product/the wrong product, what can I do? 

Due to the high number of orders we get each day, our ordering and fulfillment processes are automated. This makes it very challenging to make changes after you placed your order, however normally if you noticed it within an hour of ordering we are still able to correct that. 

Should you notice this only later, please let us know anyway and we will still try our best to see if we can rectify the address (even though we can not guarantee it at that stage).

Please understand that we are not responsible for wrong products being sent due to that and will not issue any refunds or resend the products in such a situation.


I made a typo when entering my address details at checkout, what can I do? 

Due to the high number of orders we get each day, our ordering and fulfillment processes are automated. This makes it very challenging to change address details after you placed your order, however normally if you noticed the typo/mistake within an hour of ordering we are still able to correct the details. 

Should you notice this only later, please let us know anyway and we will still try our best to see if we can rectify the address (even though we can not guarantee it at that stage).

Please understand that we are not responsible for orders not arriving at the destination due to wrong address details submitted and will not issue any refunds or resend the products in such a situation.

The mailing company left me a note to pick up the parcel and I missed the deadline. They say the products are now returned. What should I do?


Please speak to your local post office. Hopefully, they will be able to help you. Unfortunately, we can not issue any refunds or resend your order in such a situation. Thanks for your understanding.

The Tracking information says the item was delivered but I have not received it. What should I do? 

Please ask your family members or neighbours if they received the parcel. If not please call your local post office with your tracking number. They will be able to tell you where the parcel was deposited or who received it. In rare cases, it can also happen that the mailing company made a mistake when entering the tracking information and the parcel is actually still on the way.

Please understand that if the tracking information says the parcel was delivered, the responsibility no longer lies with us, as only the post office is able to have further insights regarding the whereabouts of your parcel.
We are also not responsible for parcels that got lost, misplaced or stolen after delivery. Please liaise directly with your local post office or police station in such cases.

Do you offer expedited shipping?

Unfortunately, at the moment we can not offer you expedited shipping. However, we are working on a solution for that and should be able to do so in the near future.
 

I ordered multiple items but only received one. Where is the rest of my order?

Since we are trying out best to get the products shipped to you as fast as possible, it can happen that different products in an order are shipped separately. Do not worry though as the outstanding items will be delivered soon.

Why have I not received any confirmation details?

Throughout the process, we send you a minimum of two emails: an Order Confirmation and a Shipping Notice.

Please check your junk email folder and also double check if you entered the correct email address.

Furthermore, if you selected these options at checkout we also send you the above information as text messages to your mobile phone and via Facebook Messenger.

Should you not find any such confirmation feel free to reach out to us at support@jarwest.com. We are happy to help.

Where do you ship your items from?

Since we deliver our products in the whole world they are stocked and sent from our central distribution center in Asia. 

I received my order but the battery was missing.

Please note that due to international customs and security policies we are not allowed to send out batteries, however, we normally also say that on the product page of the given item.

What is your Refund Policy?

We want you to be completely satisfied with your purchase. 

This is why we offer a money back guarantee for 90 days after you received our products. If 90 days have gone by, unfortunately, we can not offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging

Please note that as also outlined in our Shipping policy any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Jarwest’s. 

If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

No refunds will be issued due to wrong address details being provided or delays in picking up the parcel from your local post office.

Additional non-returnable items:
Gift cards
Health and personal care items
Cosmetics
Makeup


To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@jarwest.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@jarwest.com 

Please note that in order for any items to be exchanged we need to be notified of the defect by email at support@jarwest.com within 48 hours after receipt of the item. The email must contain information about the defect and a picture or video showing the damaged item and needs to be sent to support@jarwest.com. If such items are not reported within this timeframe, we will not exchange the product. No exceptions will be done to this policy.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to the address confirmed to you by email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (also on items with free shipping, as we paid the shipping costs from our margin).

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommend you to use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and can not be held responsible if the item shipped is lost or damaged during transit.

Warranties are non-refundable.

Damaged Packaging during Transit does not constitute a reason for a Refund/Exchange

How do I make a return?

To initiate a return you must first send an email at support@jarwest.com. 

Once we have confirmed your return you will need to send us your items in new, unopened, conditions together with your receipt/proof of purchase. 
After we have received your item(s), we will inspect and issue a refund provided the conditions as specified here are met. 

Please be aware that shipping fees are non-refundable. 

The Customer is responsible for all fees incurred for return shipment. i.e. courier's shipping fee, packaging materials, etc. Also, we strongly recommend you use a trackable shipping source for your return shipment. 

NOTE: You must write your order number clearly on the outside of the package. Your order number is a unique 4 or 5-digit code which was assigned to your order upon initial placement. 

If you cannot locate your order number, please request it from us before shipping us your return.

Depending on your location we will confirm the most convenient Jarwest address where to send the items to.

When wanting to return any items to us please always make sure to contact us beforehand at support@jarwest.com, so we can confirm and coordinate the further steps. Please do not send your purchase back to the sending distribution center without previous approval from us.

Please note that return shipping fees are the responsibility of the customer. 

The Package arrived damaged. Can I get a refund?

Please note that in spite of trying our best it is sometimes unavoidable for packages to get damaged during transit, due to the long distances they need to cover. Unfortunately, we can not give out any refunds or exchanges due to that, as we state in our return policy.

I decided that I no longer want my order. Can I just decline receipt of the parcel with the carrier?

If you decline to receive the parcel from the carrier, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

The product I bought does not have the effects I expected. Can I get a refund?

Please note that while we make sure to source only the most effective products, please understand that it is impossible to guarantee that every product will work for everyone, as there are far too many factors involved. As we state in our return policy we can not accept any returns on used items.

The amount debited on my credit card/Paypal statement differs from what was stated at checkout. Why?

Please note that due to technical reasons we are only able to process payments in USD. We understand this can sometimes cause confusion in some customers who order from outside the United States. We try everything possible to minimize this
 by having the following measures in place:
-The product price is always shown in your local currency at the most recent exchange rate on the product page, so you have a clear understanding of the cost
-We have a note on the cart page making you aware of the currency switch to USD that will occur at checkout
-At checkout, the USD currency code is clearly placed next to the purchase price

The conversion from USD into your local currency happens at no additional costs or charges for you from our side and at the actual live exchange rate.

What type of payments do you accept?

We are able to accept most major credit cards directly to our site and through PayPal. 

Furthermore, we also accept regular PayPal payments and Apple Pay payments.

Do I have to make a PayPal account to make a purchase?

No, while you may use your existing PayPal account (if you possess one), you can pay via PayPal without having to set up an account.

Is my personal information safe when shopping at your site?

Absolutely! All your personal information is encrypted and our payment gateways are provided by Stripe and PayPal which use 256-bit SSL (Secure Socket Layer) encryption technology for the transmission of your credit card information.

Jarwest does neither handle nor see your sensitive payment data, as the whole process is managed in the background. Your payment information is only used during the given transaction and is not stored in our database.

Am I allowed to combine multiple promo codes?

Please be aware that you may use only one promo code per purchase. Should you have multiple promo codes we recommend to just use the one with the highest value.

I forgot to enter my promo code. Is there a way I can still get the discount?

Unfortunately, due to the way our online checkout process is built, it is not possible for us to give any discounts after the order is submitted. So please always make sure to enter the promo codes at checkout. Should you have multiple promo codes we recommend to just use the one with the highest value.

Why did you refund my payment?

It is very likely that one of the products you selected is currently not available. This is why we had to credit the correspondent amount back to your credit card or Paypal account. This happens very rarely as our system normally accurately detects the correct number of items in stock.

Where is your company located?

Our offices are in Erlenbach, Switzerland. Our distribution center is in Shenzhen,China.

The Shipping carrier wanted to collect additional charges when delivering my order and I refused to pay so the package was sent back. Can I get a refund?

Please note that as outlined in our Shipping policy any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Jarwest’s. 

If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

The color of the product I received doesn't correspond to what I saw on screen. Did you send me the wrong color?

We've made every effort to display the colors & product images, as accurately as possible. However, actual colors may vary due to monitor & browser settings, monitor calibration, pixel definitions, digital photography, etc.

And remember, everyone perceives colors differently. Even though we can't always guarantee that the color you see is 100% accurate to the true color of the actual product, we've strived hard to have these images available to serve as a guide, and not to be regarded as absolutely correct/accurate. All colors (printed or digital) are approximations of actual colors.