F A Q ' s

WHICH PAYMENT METHODS DO YOU ACCEPT?

Payment can be made SAFE AND SECURE via Paypal or Stripe using your Debit Visa/Mastercard or standard Credit Card as well as AFTERPAY. 
 

WHAT IS YOUR RETURN/ REFUND POLICY?

Returns are accepted provided the Product is in its original condition as well as the packaging. Refunds are provided if the product is clearly faulty or damaged. 

The cost of return postage is the responsibility of the buyer. Items can not be returned or refunded if they have been used / burnt or damaged after receiving.

 

WHEN CAN I EXPECT MY ORDER?

All Jema Luxe products are Bespoke and handmade from scratch - This ensures your candle is truly unique and as freshly poured upon ordering. If your chosen Jars are in stock you can expect your order to be posted 3-7 days after you have placed your order however standard production timeframe is 7 days. Shipping times vary and items are delivered via Local Courier. 
Some specialty Jars may not be in stock - If this is the case you will be notified immediately as soon as your order is placed to discuss an ETA on your order or an alternate Jar option. 
 

CAN I PERSONALISE MY ORDER?

Custom and Personalised orders are Welcome from the Jar style and colour to the fragrance and even the Labels. For a custom quote contact hello@jemaluxe.com

 
VIP SUBSCRIPTION BOXES

WHEN WILL I BE CHARGED?

Upon your subscription purchase your card will be charged the cost of your initial month. The payment will then be processed on the first of each month thereafter. You will receive an email notification prior advising you of the upcoming payment.

 

WHEN WILL MY BOX BE SENT?

Orders are taken up until the end of each month ( Or until all boxes are sold out whichever is sooner) all orders are then handmade and posted out on the 15th of each month. you can expect delivery within 7 days from then. 

 

CAN I SKIP A MONTH?

Yes you can pause your subscription, change the payment method and manage your subscription anytime you like by logging into your account via 

http://jemaluxehome.myshopify.com/tools/checkout/front_end/login

 

WILL I KNOW WHAT WILL BE INCLUDED IN THE BOX EACH MONTH?

We love surprises and we hope you do too! Each month the team will select a different Luxe Jar and fragrance for you to chose which is different from the previous month. We know you will love what we choose but if you would like to make some specific requests we can try to accomodate. Feel free to email us at hello@jemaluxe.com