Frequently Asked Questions

1. Do I need to create an account to place an order?

No. You can place an order as a guest without creating an account.

However, creating an account allows you to check your order status, view your order history, complete checkout faster, and receive updates about new products and special offers.

2. What payment methods do you accept?

We accept the following payment methods:

• Visa

• Mastercard

• American Express

• Discover

• PayPal

Additional payment options may also be available at checkout.

3. Is it safe to place an order online?

Yes. Your payment information is protected using SSL encryption and is securely processed by our payment service providers.

We do not store your complete credit card details on our servers.

4. Will I be charged a currency conversion fee?

All transactions are processed in US dollars.

When you pay with a card issued in another currency, your bank or card provider may convert the payment according to its exchange rate on the transaction date. Additional conversion fees may apply depending on your provider.

5. How should I enter my shipping address?

Please enter your complete shipping address using English letters and standard punctuation.

Make sure all information, including your apartment number, postal code, city, state, and country, is correct before submitting your order.

6. Can I change my shipping address after placing an order?

Please contact us as soon as possible if you need to change your shipping address.

Once an order has entered processing or has already been shipped, we may no longer be able to update the address.

We recommend using a permanent and reliable delivery address rather than a temporary vacation address.

7. How long does delivery take, and how can I track my order?

Delivery time depends on your destination and the shipping method selected at checkout.

Once your order has been shipped, you will receive a confirmation email containing your tracking number and tracking instructions.

Please note that customs inspections, local carrier delays, weather conditions, and other circumstances outside our control may affect the delivery time.

8. What should I do if an item is missing from my order?

Please contact our customer support team as soon as possible and provide the following information:

• Your order number

• The name of the missing item

• Photos of the package and the items received

Our team will review the issue and assist you with the appropriate solution.

Still Need Help?

Please contact our customer support team at:

support@jelenevia.com

We aim to respond to most inquiries within one business day.