Shipping & Delivery

Shipping & Delivery

At Jelenevia, we are committed to processing and delivering your order as efficiently as possible. Please review the information below before placing your order.

Order Processing

Order delivery consists of two stages:

Processing Time

Processing includes order verification, quality inspection, preparation, and packaging.

Orders are generally processed and submitted for shipment within 72 hours after payment has been successfully received.

Please note that processing times may be longer during holidays, promotional events, product launches, or periods of high order volume.

Shipping Time

Shipping time begins after your order has been processed and dispatched from our warehouse.

Estimated delivery times are as follows:

Destination Estimated Delivery Time
United States and Canada 2–4 weeks
Australia and New Zealand 2–4 weeks
United Kingdom and Europe 2–4 weeks
Other countries and regions 2–5 weeks

These estimates apply to products that are currently in stock. Delivery times are estimates only and are not guaranteed.

Customs inspections, local carrier delays, severe weather, public holidays, remote delivery locations, and other circumstances outside our control may affect delivery times.

Insured Shipping

When insured shipping is selected, your order is protected against loss or damage during transit.

If your package is confirmed as lost or arrives damaged, please contact our customer support team and provide sufficient supporting evidence. Once the claim has been reviewed and approved, we may arrange a replacement at no additional product cost.

Supporting evidence may include:

  • Your order number;

  • Photographs of the damaged item;

  • Photographs of the shipping package;

  • The shipping label; and

  • Relevant tracking information.

Priority Insured Shipping

Priority insured orders receive priority during order processing.

However, priority processing does not guarantee faster carrier delivery. Depending on order volume, warehouse availability, destination, and carrier conditions, the total delivery time may be similar to standard shipping.

Priority insured orders are also protected against qualifying loss or damage during transit.

Split Shipments

Products in the same order may be stored at different warehouse locations.

As a result, your order may be divided into multiple packages and delivered separately. Each package may have its own tracking number and delivery date.

You will not be charged additional shipping fees solely because an order is divided into separate shipments.

Tracking Your Order

Once your order has been shipped, tracking information will be sent to the email address used during checkout.

Tracking numbers may take several days, and occasionally up to one week, to display accurate movement after dispatch.

You may track your package through the carrier’s website or a third-party tracking service such as 17TRACK.

A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.

Delivery Delays

Some international shipments may take longer than the estimated delivery period.

Orders may be delayed because of:

  • Customs inspections;

  • Carrier congestion;

  • High order volume;

  • Public holidays;

  • Severe weather;

  • Incorrect or incomplete addresses;

  • Remote delivery locations; or

  • Events outside our reasonable control.

We appreciate your patience while our warehouse and delivery partners work to complete your shipment.

Order Changes

Please review your shipping address, product style, size, color, and quantity carefully before placing your order.

To request a change, contact us within 24 hours after placing your order.

We will make reasonable efforts to accommodate your request, but changes cannot be guaranteed. Once an order has been processed or shipped, we may no longer be able to modify or cancel it.

Jelenevia is not responsible for delivery problems caused by incorrect or incomplete information submitted by the customer.

Incorrect Shipping Address

Customers are responsible for providing an accurate and complete delivery address.

If a package is returned, lost, or delivered incorrectly because the customer provided an incorrect or incomplete address, additional shipping fees may apply before the order can be reshipped.

Please contact us immediately if you notice an address error.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, handling charges, or other fees imposed by the destination country.

Unless otherwise stated during checkout, these charges are the responsibility of the customer and are not included in the product price or shipping fee.

Jelenevia does not control these charges and cannot predict their amount.

Lost, Damaged, or Missing Packages

Please contact our customer support team as soon as possible if:

  • Your package appears to be lost;

  • Your item arrives damaged;

  • Part of your order is missing; or

  • Your tracking information shows delivery, but you have not received the package.

Please include your order number, tracking number, a description of the issue, and any relevant photographs.

Claims are reviewed individually and remain subject to carrier records, supporting evidence, and the terms of the selected shipping method.

Contact Us

For questions about shipping, delivery, tracking, or order changes, please contact:

Email: support@jelenevia.com

Please include your order number in your message so that our customer support team can assist you more efficiently.