SHIPPING POLICY

JEN HANSEN offers Ground, 2 Day, and Overnight shipping to the United States starting at $12.95. You can choose the shipping method at checkout. The cost, which includes insurance, will be added to your order total. Shipping services vary based on destination; JEN HANSEN reserves the right to choose the carrier.

Orders shipping Ground can take up to five business days to arrive within the continental US, except in the holiday period (November and December), when delivery can take up to seven business days.

Prior to shipment, please expect order processing to take up to three business days.

Please contact JEN HANSEN customer service – +1 847 899 1840 or hello at jenhansen dot com – to purchase and ship internationally via USPS, or for expedited shipping requests. Please include your name, telephone number, and a link to the item you would like to purchase from our website and we will respond with a shipping quote and timeline.

EXCHANGE POLICY

We accept items purchased on jenhansen.com for exchange within 10 days of purchase as long as items are unused, in the original undamaged condition, with original tags and packaging. We do not refund or credit back purchases.

We do not accept exchanges on any custom, customized, or sale items.

The customer is responsible for all return shipping costs.

To exchange an item please email hello@jenhansen.com to request authorization. We will respond with the shipping address and an authorization number which you should clearly write on the outside of the package you return to us. We recommend that you ship with an insured courier such as UPS, Fedex, or USPS Parcel Post.

JEN HANSEN is not responsible for items damaged or lost in transit. Please consider buying shipping insurance for your returned item.

If you purchased JEN HANSEN through one of our retail partners, please contact the retailer directly concerning your return.

REPAIR POLICY

Having an issue with your JEN HANSEN piece purchased through jenhansen.com?

Email us at hello@jenhansen.com with a photo of the piece, as well as your name, telephone number, and a brief description of the problem. We will respond with a repair quote within two weeks.

If you purchased your piece from jenhansen.com less than a year ago and it has not been damaged by your misuse, there will be no charge for the repair.

If you purchased your piece from jenhansen.com a year ago or more, and / or you have damaged the piece, you will be charged a minimum of $35 for the repair. Additional fees may apply on items that require extensive work, to be determined upon receiving your piece in our studio.

Please note that discontinued items cannot be repaired. All repairs are subject to shipping charges. Repairs take an average 4 weeks upon arrival. 

JEN HANSEN is focused on the quality of the gemstones in each of our one of kind pieces. We choose each one especially for its unique characteristics. As each is irreplaceable, the gemstones in these one of a kind JEN HANSEN pieces are not repairable if damaged. If you need to replace a damaged gemstone for a fee please contact us. We may be able to locate a similar piece and in this case we will notify you and offer you the option of purchasing it as a replacement stone for your piece.


If you purchased JEN HANSEN through one of our retail partners, please contact the retailer directly concerning your repair.