Right of Withdrawal Information

🇺🇸 United States – Return & Refund Policy

Important notice for U.S. customers:
The 14-day European right of withdrawal described below does not apply to orders shipped to the United States. Orders shipped to the United States are subject to the following U.S. Return & Refund Policy.

This policy applies to all orders shipped to the United States.

All Jolena-Family products sold in the United States are produced individually after an order is placed using a print-on-demand process.

For this reason, we generally do not accept returns or exchanges for change of mind, incorrect size selection, incorrect color selection, or other ordering mistakes made by the customer.

Please carefully check the selected product, size, color, design, personalization and shipping information before completing your order.

Returns & Exchanges

We do not accept returns or exchanges for:

  • change of mind,

  • incorrect size selection,

  • incorrect color selection,

  • ordering the wrong product or product variant,

  • customer ordering mistakes,

  • or other personal preferences.

Because our products are made specifically after an order is placed, we do not keep pre-produced inventory that can simply be returned to stock.

Please carefully review your order before completing your purchase.

Damaged, Defective or Incorrect Items

If your item arrives damaged, has a production or printing defect, or you receive an incorrect item, please contact us as soon as possible after delivery.

To review your claim, please provide:

  • your order number,

  • a description of the issue,

  • clear photos showing the complete item,

  • detailed photos clearly showing the defect, damage, incorrect print or incorrect product.

We may request additional photos or information if necessary to review the claim.

Once the claim has been reviewed and a production error, damage or incorrect delivery has been confirmed, we will provide an appropriate solution, such as a replacement or refund, depending on the circumstances.

Size & Color Selection

Please check our size chart carefully before ordering.

We cannot accept returns or exchanges because the customer selected the wrong size, color or product variant, as each item is produced specifically for the individual order.

Please also note that minor color differences may occur due to different screen settings, displays, lighting conditions or the printing process. Such minor variations are not considered a production defect.

Personalized & Customized Products

Personalized and customized products are created specifically according to the information, photos, names, text or other personalization details submitted by the customer.

The customer is responsible for checking all personalization details before completing the order.

We cannot accept returns or exchanges due to:

  • customer-provided information,

  • incorrect names or spelling,

  • image or photo selection,

  • incorrect personalization choices,

  • other information provided or approved by the customer.

If the delivered personalization differs from the confirmed order due to a production error, please contact us and provide photographic evidence so that we can review the claim.

Return Shipping

Please do not return an item without contacting us first.

If a return is required because of a confirmed production error, damage or incorrect item, we will provide further instructions.

Contact

For claims regarding damaged, defective or incorrect products, please contact:

Jolena-Family
Owner: Lisa Rittmann
Lehmbarg 10
24576 Bad Bramstedt
Germany

Email: info@jolena-family.de

🇩🇪 Germany / EU – Right of Withdrawal

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, have taken possession of the goods.

Exercising the Right of Withdrawal

To exercise your right of withdrawal, you must inform us,

Jolena-Family
Owner: Lisa Rittmann
Lehmbarg 10
24576 Bad Bramstedt
Germany

Email: info@jolena-family.de

by means of a clear declaration (e.g., by email or a letter sent by post) of your decision to withdraw from this contract.

You may use the model withdrawal form provided below, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication regarding the exercise of the right of withdrawal before the withdrawal period has expired.

Online Withdrawal / Returns Portal

You can also register your withdrawal or return via the electronic withdrawal function provided on our website.

You can find this on jolena-family.de in the bottom area of the website (footer) under “Return / Withdraw from Contract”.

The following information is required for registration:

Order Number:

Your Name:

Your Email:

Product / Design:

Color:

Size:

Reason for Return:

Message (optional):

Please fill out the required information completely and then submit your declaration using the provided confirmation function.

After successful submission, you will immediately receive an electronic confirmation of the receipt of your declaration.

Please do not return the goods without being requested to do so. After your registration has been received, you will receive instructions from us on further processing and, if applicable, the return of the goods.

The option to exercise the right of withdrawal by other legally permissible means, such as by email or letter, remains unaffected by this.

Consequences of Withdrawal

If you withdraw from this contract, we shall reimburse all payments we have received from you, including delivery costs (with the exception of any additional costs arising from your choice of a type of delivery other than the cheapest standard delivery offered by us), immediately and no later than 14 days from the day on which we received the notice of your withdrawal from this contract.

For this refund, we will use the same means of payment as you used for the original transaction, unless expressly agreed otherwise with you.

Under no circumstances will you be charged any fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

Return of Goods

You must return or hand over the goods to us immediately and in any case no later than 14 days from the day on which you notify us of your withdrawal from this contract.

The deadline is met if you send the goods before the 14-day period has expired.

You bear the direct costs of returning the goods.

Condition of Goods and Compensation

You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.

The goods may therefore be examined to the extent that would be possible and customary in a retail store.

Any use beyond this may lead to corresponding compensation for loss of value.

Exclusion of the Right of Withdrawal for Personalized Products

The right of withdrawal does not exist for contracts for the supply of goods,

  • that are not prefabricated and for the manufacture of which an individual choice or determination by the consumer is decisive, or

  • that are clearly tailored to the personal needs of the consumer.

This applies in particular to personalized or custom-made products that are manufactured according to names, texts, images, photos or other individual specifications provided by the customer.

Model Withdrawal Form

If you wish to withdraw from the contract, you can use this form:

To:
Jolena-Family
Owner: Lisa Rittmann
Lehmbarg 10
24576 Bad Bramstedt
Germany

Email: info@jolena-family.de

I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods:

Goods:

Ordered on:

Received on:

Name of the consumer(s):

Address of the consumer(s):

Date:

Signature of the consumer(s):
(only for paper notification)

Note for orders from the USA:
For orders with a shipping address in the United States, the above 🇺🇸 United States – Return & Refund Policy applies.