Shipping & Returns

We currently ship to all countries in and around the US, Europe and the UK which includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands. All customers must be able to provide a valid shipping address and resident to where the parcel is to be sent to. A full breakdown of the shipping details which include the full total amount, will be given to you at the checkout before the order is confirmed. Customers hold the right to leave the order stage at this time before the order goes through. 

All payments for items and delivery are made online only or via bank transfer and no other payments are required for the receipt of the goods. Kindly note that if an invoice is required upon collection please contact us so that we can issue you one via email. 

All of the delivery charges for international and domestic parcels are calculated on the amount of the parcel from which you will be informed about full total amount of your order before you make your payment. Customers still hold the right to leave the order stage at any time before payment is made and your order will not go through.

It is the customer responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles selected in the order are correct. This information cannot be amended or changed once confirmed. It is also the customer responsibility to ensure that the complete shipping address is correct which include the complete door number, street name and postcode. We do not hold liability for parcel delivered to addresses incorrectly stated on the order. A collection from the wrong address stated on the order has to be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the parcel.

We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

Dependent of your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organisation or name. If a major credit or debit card is used on our website, the billing address must always be the same address to where the card is registered to otherwise this may prevent an order from going through successfully. An alternative shipping address worldwide can be selected with this method of payment alongside 3D security obtained by the bank. When using PayPal the address must be registered, verified and confirmed on the account and the shipping address is restricted to the same country of billing registration.

Unfortunately it is not possible to pay with PayPal orders/accounts as the billing and shipping address has to be in the same country. Orders will not go through if the billing and shipping address is different on all PayPal orders. 

Delivery times:

No orders are delivered on UK bank holidays. All delivery dates should be estimated from the date the order is despatched which is usually approximately 1-3 days from this date. You must allow at least 48hours for pick and pack before dispatch.

All orders are delivered between Monday and Friday between 9am- 5pm (7pm for certain couriers).

For confirmation of UK Bank Holidays dates kindly refer to the following link; https://www.gov.uk/bank-holidays Orders made after this time or on Sunday will be processed on Tuesday. All other times on weekdays for orders made before 2pm will be processed the following day.

Additional information send from the couriers such as text messages and email are not a guarantee of the exact delivery times. This can sometimes be sent in error and is not an exact representation of the timescale. Always confirm with the sender (JQ Wholesale - jqwholesale@jenerique.com ) for the exact dispatch information for precise and more accurate information.

Delivery Process:

JQ Wholesale is doing its best to process all deliveries on time. We guarantee that your order will be despatched within 1-3 days, after placing an order. We always use trustable courier companies for Domestic and International deliveries like UPS, ParcelForce, FedEx, DPD, DHL, etc.

*Please allow delays on boarders due to Covid (all around the world) and due to Brexit (in EU region). 

**Please check the rest of the destinations from legal sources. 

All EU countries are taxed for the goods, arrived from UK. Please kindly double check the import rules and charges in your country, if it's not listed above. 

Tax Payment Declined

 In case if you declined to pay taxes and import fees, you will be fully responsible for covering delivery cost and return delivery cost. Delivery company may bill import taxes for the parcel to be sent back to sender, customer is responsible to cover them. This amount will be deducted from your refund. Refund will be processed only after we receive your order back. Return delivery can take up to 15 weeks, depends on delivery company policy.

12% stock back fees will be deducted from your refund for the order to be reprocessed.

Returns:

Our returns policy for a full refund or exchange within 14 days from the date an order was received for Faulty items only. 

Faulty item - damaged or broken item, which can't be used: unstitched seams, holes, fabric defects like stains, marks or print gaps.  

We strongly advise that customers check thoroughly through their order upon receipt of the parcel and before use of the item for any manufacturers defects that could have possible been missed throughout the checking process. We have a dedicated control team however in some circumstances these errors can sometimes be missed.

Refund can be processed only for Faulty items, in all other cases we issue a Credit Note, that you can spend any time on any products you like.

We do not refund postage cost and we do not cover return postage cost.

If parcel was declined 12% stock back fees will be deducted from your refund for the order to be reprocessed.

You will be charged 15% reprocessing return and stock back fees, if you return items not in the same conditions, as they were delivered: labels, tags, stickers have been removed from the garments, labels are tagged with your retail prices, items are not in their original packaging with labels intact or if the items were sent completely unpacked.

All goods will be inspected upon on return. We have a right not to accept the return back if the conditions above were not followed.

We strongly recommend to contact us before sending any items back. We will provide you contact details and operation hours for the delivery.

You may use the original packaging if you still have them. If not please pack your items securely in any packaging material suitable. Parcel can be rejected if it was returned damaged due to unsecure packaging.

Customer is responsible to cover return cost, unless the return items were faulty.

Full valid details must be placed within each returning package in order to be processed correctly. For example you must include a cover note stating your full name on your account, order number returned, the items from this order that are being returned and your address for any exchanges to be sent. Alternatively you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the parcels received cannot be identified by the details provided within the package. All returning request for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels is during 14 working days. 

We do not accept returns in person- all returns made outside of the postal service will not be processed and will be rejected. All items sent back to us via post must be within the 14 days policy and can be sent to:

Sale Items / Not seasonal:

When you place an order for not seasonable items / Sale items, Please kindly be aware that if your pack/size was the last, JQ Wholesale might send you a  different colour items, different sizes or similar style items to complete your pack or you can be issued a Credit Note for missing items.

We do not process refund for Sales items, unless they were faulty.

You can always double check the stock level for the style you are interested in by email jqwholesale@jenerique.com or using our contact form in every product page.

Undelivered parcels returned

If a parcel is undelivered to a UK address correctly stated and confirmed when the order was placed after 14-21 days from the dispatch date we will be able to issue a refund after an investigation has taken place. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place.