Customer Service
1. ORDERS
Thank you for visiting and ordering from Jasmine Elizabeth
If you have questions about your order, please contact Customer Care at care@jasmineelizabeth.com
The merchandise available on Jasmine Elizabeth website are subject to change. To stay informed of new arrivals and sales, you can subscribe to our newsletter.
All items are quality controlled and checked for any faults before they are shipped to the customer. Should you receive an item that is not in perfect condition, please contact customer care immediately.
We always do our best to keep the merchandise stock updated on our website, but some items that appear on the website may be out of stockand available on pre-order.
Below you will find some helpful information regarding Shipping, Return Policy and Product Care.
2. HOW TO SHOP
Choose COLLECTION or SHOP ONLINE links to see the items we have. Once you have found an item you wish to purchase, select the COLOR and SIZE you wish to buy and click on the ADD TO SHOPPING BAG button. Review the item in your shopping bag by clicking the CHECKOUT on the BAG ICON link at the right top of the page. You can change size and quantity of the item by clicking SIZE and QTY buttons. Also you can remove the item by clicking the X button on the right end of each item.
If you have promotion code, please insert to the INSERT COUPON CODE and click APPLY.
Once you finalize your purchase click CHECKOUT to proceed with your purchase.
We have a SIZE CHART details for each product listed on our site to help you with size conversion. Please contact us for additional help with your sizing and fit at care@jasmineelizabeth.com
FOR STEPS ON HOW TO MEASURE YOUR FEET, PLEASE CLICK HERE
After you place an order, you will receive a confirmation email. Once we ship your order, you will receive shipping information and estimated delivery dates. If you do not receive an email confirmation, please contact care@jasmineelizabeth.com
If the product you are looking is not available on our website, or you are looking for a specific item or would like to make a product based on your specification, please contact bespoke@jasmineelizabeth.com
3. SHIPPING
Jasmine Elizabeth currently ships using registered courrier service.
Shipping within Indonesia will take 2 – 3 business days. Rest of the world will take 2 – 4 business days. Additional 12 (twelve) days needed for pre-order items.
Please contact us at care@jasmineelizabeth.com and we will gladly assist you with your inquiry regarding international order. All international orders will be final sale and not eligible for return or exchange.
Please note Jasmine Elizabeth is not responsible for any loss or damage that may occur during the transportation.
When shipping to countries outside Indonesia, the order(s) are delivered on a DDu (Delivery Duty Unpaid) basis. Import taxes and duties will not be paid through Jasmine Elizabeth. Instead, the shipping carrier will invoice you upon delivery of your merchandise. To learn more about DDU or to find out if we ship to your country, please contact care@jasmineelizabeth.com
4. PAYMENT OPTIONS
We currently accept Visa, MasterCard, MandiriClickpay and Online ATM Bersama for all domestic (within Indonesia) orders. For International orders we only accept Paypal. Available options will be presented at checkout. For more information on payment options, please email us care@jasmineelizabeth.com
5. RETURN & EXCHANGE POLICY
Jasmine Elizabeth wants you to be completely satisfied with your purchase. In the event that the purchase does not meet your expectations, please let us know within 7 (seven) days of receiving your package.
We will provide you with a Return Authorization Number that must be included on the return package. The return package must be postmarked no later than 14 days from the date of original purchase.
Items must be unworn, unused and include all tags, parts, and accessories including original shoebox or dust bag. To avoid damages, we recommend trying on footwear in carpeted areas. After we inspect the merchandise you sent back, we will issue the refund. Refunds may only be issued in the same form as was utilized for payment.
Shipping fees if any are not refundable.
For your protection, please retain the tracking information from the courier you use to ship the returns. We are not responsible for item(s) that do not arrive at our warehouse and customer cannot supply proof of delivery signature.
We are unable to automatically process exchanges at this time. To exchange an item, please return the item you do not want and place a new order. You may place your reorder at any time.
No returns or exchange on sale items.
We apologies that currently there is NO RETURNS or EXCHANGE on any pre-orders and international orders.
6. ORDER CHANGE & CANCEL
As part of an effort to get your order to you quickly, we fulfill orders immediately upon receipt. Therefore, we are unable to cancel or make any changes to an order once it has been placed.
7. PRODUCT CARE
Jasmine Elizabeth footwear & accessories are handcrafted in Bali Indonesia using the finest leather skins and hardware. Leathers are natural materials and will have variations in texture or color. Proper care of your Jasmine Elizabeth footwear & leather accessories can contribute to a longer life of the product. We highly recommend consulting to leather care professional for more specific suggestion and maintenance.
The following methods are recommended care for yourJasmine Elizabeth footwear and accessories:
- Keep the leather surface clean and dry using a dry and soft cloth.
- Always store your footwear & leather accessories away from light and heat.
- Protect your footwear & leather accessories from rain and humidity.
- When not in use store your footwear in the shoe box provided & the leather accessories in the dust bag provided.
- Do not apply polish, spray or any chemical if you are unsure about it.
Suede has unique texture that requires the extra care when worn during wet weather conditions. You need to spray it with stain repellant prior to use.
In the event that your suede footwear or accessories gets soiled try todab the suede gently with a clean dry cloth. Please allow any damp spots to dry naturally. Use a suede brush to gently lift the nap and remove dirt form its surface.
Ask for professional help to clean wet, oily or ink stains.
Snakeskin has it natural texture that we suggest you to ever use stain repellant as it may discolor the material.
Do not store snakeskin shoes in plastic bags, as they need to "breathe".
Place snakeskin shoes in their boxes carefully,to ensure that the skins do not rub and lift.
8. REPAIR
For a period of 12 (twelve) months after the date of your Jasmine Elizabeth purchase online or in our showroom, we will repair any item with a manufacturing defect in materials and/or workmanship (such as broken hardware). However, we cannot guarantee the availability of original parts for all accessories.
Altered merchandise cannot be repaired. Any issues that are a result of damage or normal wear and tear (such scuff marks, dirt or scratches) cannot be accommodated.
We do not reimburse the cost of shipping the item to Jasmine Elizabeth. You may send your item or take it to our showroom/factory. It can take up to 2 to 4 weeks for the item to be returned to you once it is repaired.
Please include your name, order number, date of purchase, shipping address and a description of the damage. For repair authorization, please email us at care@jasmineelizabeth.com
9. SIZING
Our footwear sizing is based on standard European size. Jasmine Elizabeth footwear sizes are ranging from 36 to 41. For size 34,35 and 42, are available on pre-order and additional cost maybe applied. For more measurement details of the product please email us at care@jasmineelizabeth.com
10. COLORS
Since the resolution and color composition of each computer monitor varies, we cannot guarantee the accuracy of the colors of products displayed on our website.
