Refund policy
Last updated 28 August 2026.
We offer a 30-day money-back guarantee. You have 30 days from the day your order is delivered to request a return, for any reason.
What Can Be Returned
To be eligible for a return, the item must be in the same condition you received it: unworn, unwashed, with all tags attached and in its original packaging. You will also need your order number or proof of purchase.
How to Start a Return
Email info@jennaandkeller.com with your order number and tell us which item you would like to return and why. We answer within 24 hours.
If your return is approved we will email you the return address together with instructions for sending your parcel back. We do not publish a return address, and our warehouse in Savannah does not accept returns. Items sent back without an approved return request cannot be accepted or refunded.
Who Pays for Return Shipping
- You pay the cost of returning an item if you have changed your mind, ordered the wrong size or simply do not want to keep it.
- We pay the full cost if the item arrived damaged or defective, or if we sent you the wrong item. In that case we cover return shipping and either replace the item or refund you in full.
We do not charge a restocking fee on any return.
Damages and Wrong Items
Please check your order as soon as it arrives. If anything is defective, damaged or not what you ordered, email info@jennaandkeller.com within 14 days of delivery with your order number and a photo of the problem. We will evaluate it and make it right at no cost to you.
Items That Cannot Be Returned
For hygiene and safety reasons we cannot accept returns on:
- Gift cards
- Items returned without tags, worn, washed or altered
If you are unsure whether your item qualifies, email us before sending anything back.
Exchanges
If you would like a different size or color, we are happy to exchange your item within 30 days of delivery.
Email info@jennaandkeller.com with your order number, the item you would like to exchange and the size or color you would like instead. We answer within 24 hours. Once your exchange is approved we will email you the return address together with instructions for sending your parcel back. We do not publish a return address, and our warehouse in Savannah does not accept returns.
The item you send back has to meet the same conditions as a return: unworn, unwashed, with all tags attached and in its original packaging.
You pay the cost of sending the item back if you are exchanging for a different size or color. We pay it if the item arrived damaged or defective, or if we sent you the wrong item. Your replacement is shipped to you free of charge, and there is no restocking or exchange fee.
We send your replacement once your return has been received and approved. It is prepared and dispatched within 1 to 3 business days and delivered within 3 to 10 business days, as set out in our Shipping Policy. If the size or color you want is no longer available, we will let you know and refund you in full instead.
Refunds
We will notify you by email once your return has arrived and been inspected, and let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days.
Please allow a little extra time for your bank or card issuer to post the refund to your account. If more than 15 business days have passed since we told you your refund was approved and you still do not see it, email us at info@jennaandkeller.com and we will trace it.
Original shipping was free, so nothing is deducted for it. If we covered your return label because the item was damaged, defective or wrong, that cost is not deducted either.
Cancelling an Order
You can cancel an order free of charge within 1 hour of placing it. Email us at info@jennaandkeller.com as soon as possible with your order number. After that hour your order moves into processing and can no longer be cancelled, but you can still return it under this policy.
Contact Information
Store name: Jenna & Keller
Company name: Senft Media LTD
Company address: Charilaou Xylophorou 13, 4103 Agios Athanasios, Limassol, Cyprus
Warehouse address: 1012 W 51st St, Savannah, GA 31405, United States — not a return address
Company registration: HE 483732
Tax ID: CY60271399I
Email: info@jennaandkeller.com
Phone: +1 937 528 1421
Hours: Monday to Friday, 9:00 AM to 6:00 PM (ET)
Saturday and Sunday: Closed
Contact page
We aim to respond to every inquiry within 24 hours. See also our Shipping Policy and our Terms of Service.