Return, Refund, and Cancellation Policy

Returns & Refunds

We want you to love what you ordered. If something is not right, we are here to help.

This policy has two parts. The first is our own 30-day returns promise, which we offer to every customer as a goodwill commitment. The second sets out the statutory rights of customers in the European Union. If you are an EU customer and anything in our 30-day promise is stricter than your legal rights, your legal rights always take precedence.

Our 30-Day Returns Promise

You have 30 days from the date you receive your item to request a return.

To be eligible under this promise, your item should be:

  • Unworn, unused, and unwashed
  • In the same condition as you received it
  • With all original tags attached
  • In its original packaging
  • Accompanied by a receipt or proof of purchase

How to start a return

Please contact us at shopjashneu@gmail.com before sending anything back. Once your return is approved, we will send you instructions on how and where to send your package. This helps us track your parcel and process your refund quickly.

Return address
Shop Jashn
Parkvej 47
2830 Virum
Denmark

Your return options

  • Store credit (free) — issued as soon as your return is processed.
  • Refund to original payment method (free) — processed after approval. Please allow 3 to 5 business days for the amount to appear in your account.

Shipping costs under this promise

For voluntary returns made under our 30-day promise:

  • Original shipping charges are non-refundable.
  • If your order qualified for free shipping, the actual outbound shipping cost we incurred may be deducted from your refund.

These deductions apply only to our voluntary 30-day promise. They do not apply where you are exercising your EU statutory right of withdrawal — see the EU section below.

Return shipping

  • Within Denmark — covered by Jashn.
  • Outside Denmark — the customer is responsible for return shipping. For cost-effective returns we recommend local postal services such as Royal Mail, USPS, Canada Post, or Australia Post.

Damages & Issues

Please inspect your order when it arrives. If your item is defective, damaged, or incorrect, contact us straight away at shopjashneu@gmail.com and we will put it right. This applies regardless of any other condition in this policy, and there is no charge to you in these cases.

Final Sale Items

The following items are made for you specifically and cannot be returned, exchanged, cancelled, or altered once production has begun:

  • Custom-made items produced to your own measurements or specifications
  • Personalised items
  • Gift cards

This exclusion applies only to genuinely bespoke or personalised goods — not to standard catalogue pieces. It does not apply if an item arrives faulty, damaged, or incorrect. In those cases we will always find a suitable resolution.

EU Customers — Your 14-Day Right of Withdrawal

If your order is shipped to a country in the European Union, you have a legal right to cancel your purchase within 14 days, without giving any reason. This right comes from the EU Consumer Rights Directive and Danish consumer law. Where this right is more generous than our 30-day promise above, this section controls.

Your withdrawal period

You have 14 days from the day you (or someone you nominate) receive the goods to tell us you are withdrawing. If your order arrives in multiple parcels, the period runs from the day you receive the last item.

How to withdraw

You can withdraw by any clear statement — email is fine. Send it to shopjashneu@gmail.com. We do not require prior approval for you to exercise this right; contacting us simply helps us process your refund smoothly.

After you tell us, you have a further 14 days to send the goods back.

Handling and inspection

You are entitled to examine and try on items as you would in a shop. Opening the packaging or removing tags to inspect an item does not affect your right to withdraw. We may only reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics, and functioning.

Refund of shipping

If you withdraw, we will refund the full amount you paid, including the standard outbound delivery cost. If you chose a more expensive delivery option than our standard one, we only need to refund up to the cost of the standard option. No outbound shipping deduction applies to a valid withdrawal.

Return shipping cost

You are responsible for the direct cost of returning the goods to us. There are no customs fees on returns within the EU single market.

What is excluded

The right of withdrawal does not apply to goods made to your own specifications or clearly personalised — for example, made-to-measure pieces tailored to your measurements. It does not apply simply because we manufacture a standard item after you order it. Standard catalogue products keep the full 14-day right.

Your refund

Once we receive your return and have inspected it, we will let you know the outcome. If approved:

  • We will issue your refund within 14 days of receiving the returned goods (or sooner, once we have proof you have sent them back).
  • Funds typically appear in your account within 3 to 5 business days, depending on your bank or card provider.
  • Refunds are made to your original payment method unless you agree otherwise.

If more than 15 business days have passed since we confirmed your refund, please contact us at shopjashneu@gmail.com.

Order Cancellation

  • You can cancel any order within 24 hours of placing it for a full refund.
  • After 24 hours, we may have begun production. For standard catalogue items, EU customers still keep the 14-day right of withdrawal described above. For genuinely bespoke or personalised items, cancellation is not possible once production has begun.

Out-of-Stock Items

If an item in your order is out of stock, we will:

  • Let you know promptly
  • Offer a full refund, or suggest an alternative where one is available