A Message To Our Jeanswest Family

We aim to pick and pack all orders to ship from our warehouse within 2 business days, however during this time this can take up to 3 business days.

Our order confirmations and shipment notifications are automatically sent via email. If you are not sent updates, please also check your junk mail folder. If you have any questions about your order please contact our customer care team.

You will receive a shipment notification via email once your order has been dispatched from our warehouse. If you have placed an order where your items are being sent from multiple locations you will be able to track the parcels separately and they may be delivered to you on different days and times. You can also log in to your account online and see your shipment details.

Jeanswest offers a ‘Collect in Store’ service where items are sent from our warehouse to your selected store. Unfortunately our collect in store option is currently unavailable while our retail stores are closed.

Unfortunately due to system limitations NZ tracking numbers are unable to be automatically sent to you via email. Contact our friendly customer care team and they will be able to give you your tracking details.

Rest assured that your order will be there waiting for you to collect once our stores reopen. You will also have 21 days from that date to refund or exchange your order if something isn’t quite right.

Unfortunately we are unable to redeem gift cards online at this stage.

Any new gift cards that are issued are valid for 3 years. The expiry date will be written on the back of your gift card by the store team at the time of purchase.

Depending on how you have sent your return back to us, orders can typically take between 2 - 7 days to reach our warehouse. Once our warehouse receives your return, we aim to process these within 48 hours. Your bank may take a further 48 hours to clear the funds back into your account.

For faulty/damaged items, please send through photos of the fault with your order details to support@jeanswest.com.au and our customer care team will assess your item.

We recommend that you simply repurchase the desired new size/colour online and return the originally purchased item to our warehouse for a refund. As we cannot process a refund on sale items, please see your closest store for an exchange, once the store has reopened. Jeanswest will honour your exchange within 21 days of the store reopening.

All refunds are processed via the original payment method. In the case of Afterpay, the refund amounts are taken off the last payments/ first. This means your final payment might be reduced to zero, but the rest of your payments stay the same. For further information, please login to your Afterpay account or reach out to Afterpay directly.

When you use the Afterpay services you will be able to exchange your item in our stores, once reopened. Jeanswest will honour your exchange within 21 days of the store reopening.

Jeanswest will help you navigate this uncertain time by honouring your return within 21 days of the store reopening. Along with proof of purchase, products must be returned unworn and with original tags attached.

As a Jeanswest Rewards member, each shop counts towards your rewards spend. The more you spend, the more we reward you. Spend is calculated based on a 12 month period, and once you reach a new tier you retain your status for 12 months. You can read more about our rewards program here.

All new members receive a $10 Welcome Voucher for signing up to our rewards program. You can either create an account here or register in one of our retail stores. You’ll have to provide a valid email address to ensure your welcome voucher is sent to you. Welcome Vouchers are sent within 3 days of signing up here.

We can definitely extend your rewards voucher for you. Please contact our customer care team on support@jeanswest.com.au to organise an extension.