Shipping & Delivery

Q: Where do my orders ship from?
A: We use trusted dropshipping partners (like Hertwill) across European Union warehouses — and sometimes outside EU — depending on stock availability. Orders may ship from different warehouses depending on the product and your delivery country.

Q: How long does delivery take?
A: Delivery times depend on where the order is shipped from and the destination:

• EU deliveries: typically 4–10 business days
• UK deliveries: usually 4–10 business days
• Other international destinations: delivery times may vary significantly depending on shipping method, customs, and destination country.

Because we rely on third-party fulfilment, we can’t guarantee exact delivery dates, but we aim to ship as fast as possible.

Q: How are shipping costs calculated?
A: Shipping costs are calculated at checkout and depend on the destination country, size/weight of the order, and shipping method. We pass on shipping costs in a transparent way. The fulfilment partner does not set shipping rates — shipping cost is defined by us in the store.

Q: Do I get a tracking number?
A: Yes — for most orders (especially within EU/UK) you will receive a tracking number via email once your order is dispatched. This allows you to follow your package as it moves through the courier’s system. If tracking is not available for your region, we will inform you on checkout or after ordering.

Returns & Refunds

Q: Can I return or exchange items?
A: Yes. Returns and exchanges are accepted under the following conditions:

• The return request is made within 30 days from the original order date (unless the product listing specifies otherwise).
• Products must be unused, undamaged, and include all original labels.
• Some types of items are non-returnable, e.g., personalized items, underwear/socks, and certain excluded brands listed by the supplier. Be sure to check product description.

Q: What’s the process for requesting a return or exchange?
A: Contact us at our support email with your order number and specify which item you wish to return or exchange. We will provide you with a return shipping label (for EU orders) or instructions depending on the fulfilment warehouse.

Q: Who pays for the return shipping?
A:

• If the return is due to a manufacturing defect, wrong item, or damage: we will cover shipping or instruct our fulfilment partner to supply a return label.
• If the return is due to change of mind or buyer’s preference: return shipping cost is the customer’s responsibility. We recommend checking the product page carefully before ordering.

Q: When will I get my refund / replacement?
A: Once we receive and inspect the returned item, we will process a refund or dispatch a replacement as soon as possible. Refunds typically take 3–14 business days to appear in your account (depending on bank or payment provider). Exchanges will be shipped as a new order.

Q: What if I only want store credit or a replacement, not a refund?
A: That is possible. Let us know your preference (store credit or new item) when you request the return, and we’ll do our best to accommodate based on stock availability.

Special Dropshipping & Supplier Questions

Q: Why does fulfillment sometimes take different time for different products?
A: Because we rely on external suppliers/warehouses, stock location, supplier processing time, and warehouse load may vary — which affects shipping and delivery time for each order.

Q: Could my order be split into multiple parcels?
A: Yes. If you order multiple items that come from different warehouses, they may be shipped separately in different parcels. Each parcel will have its own tracking number.

Q: Does the supplier handle packaging and invoice?
A: Orders are generally shipped in original brand packaging. Many suppliers (including Hertwill) currently do not include separate invoices or branded packaging for retailers — shipments may come in plain or unbranded packaging.

Q: Do all products come with the same return terms?
A: No. Some categories (e.g. personalized items, underwear/socks, certain brands) or made-to-order items might have different (or no) return eligibility. We recommend checking the product page before purchasing.

Q: What if I live outside the EU or in a country with customs duties?
A: International customers are responsible for any customs duties or import taxes applied by their country. Shipping times to international destinations may be longer and vary depending on local customs procedures.

Customer Support

Q: How do I contact support if my order has issues?
A: Email us at contact@jazzulino.com with your order number and a description of the issue (e.g. wrong item, damage, return request). We aim to respond within 24–48 hours.