Refund policy

Returns
You have 30 days from the day your order arrives to ask for a return. The book needs to come back in the condition it arrived in, and you will need your order number or confirmation email.

To start a return, email hello@jenjenivive.com. We will reply with the return address and instructions. Please do not post anything back before you hear from us, because a return that arrives unannounced cannot be matched to an order. Returns are free. We will send you a prepaid returns label, or refund your return postage if we cannot send a label to your country.

Wrong, damaged or lost
Check your order when it arrives. If the book is damaged, faulty or not what you ordered, or it never turns up, email us with a photo where you can and we will put it right with a replacement or a refund.

What cannot be returned
Personalised books, which are printed with your name and cannot be resold. Sale items and gift cards.

Exchanges
The quickest way to swap a book is to return the one you have and place a new order for the one you want.

European Union 14 day cooling off period
If your order is delivered into the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason. The book needs to be in the condition it arrived in, and you will need your order number or confirmation email.

Refunds
Once your return reaches us and has been checked, we will let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a little longer to show it. If 15 business days have passed since we approved your return and nothing has arrived, email hello@jenjenivive.com.