COMPASSION IS CONTAGIOUS

FAQ's

CONTACT US

Is it possible to still find the OLD Jane products that may have been discontinued?

We are truly sorry to inform you that the previous jane cosmetics line has been fully discontinued and is no longer available to purchase.

Are Jane products animal cruelty free/vegan free?
Jane Cosmetics is on the PETA's cruelty free shopping guide and none of the products or ingredients have been tested on animals. Jane adheres to a very strict no animal testing policy.

PAYMENT OPTIONS

We accept:
  • American Express
  • Discover
  • MasterCard
  • Visa
We're sorry, we do not accept:
  • CODs
  • Layaway plans
  • Personal Checks
  • Money Orders
  • Gift cards or gift credit cards
  • Paypal
  • International credit cards

FYI: For your security, your billing name and address must match that of the credit card used for payment. Addresses that do not match will delay us processing your order. We reserve the right to cancel any order that does not match these criteria.

Do you charge tax?
We are required to collect sales tax on orders being shipped to the following states: California, Florida, Illinois, New Jersey, Texas, and Washington. If you have other questions regarding sales tax, please feel free to email us at [email protected].

When am I billed?
Your credit card will be billed by Jewel of Jane, LLC at the time your order is placed.

What will my credit card statement say?
Your credit card will be billed by Jewel of Jane, LLC and your credit card statement will read Jewel of Jane, LLC

How do I know that my billing information is secure?
All credit card numbers are stored on a computer that is not connected to the internet. When you type in your credit card information, the complete credit card number is transferred to a secure computer across a proprietary, one-way interface. This computer is not accessible by network or modem, and the card information is not stored anywhere else.

A secure server safeguards shopping transactions over the Inter by encoding information passing between computers at different locations. Using our secure server means that your credit card number, name, address, and other information is guarded as it travels to our store. This is accomplished using a Secure Sockets Layer(SSL). Secure Sockets Layer is the protocol we offer for safely transferring sensitive information over the web. When you connect to janecosmetics.com using the secure server, all sensitive information, including your credit card number, is encrypted.

Is this site secure?
Yes! At Jane, we take security very seriously, and we understand how important it is to our shoppers. When you place an order on Jane's website, we encode your information using Secure Socket Layer (SSL) encryption technology. This is an advanced consumer online security technique. You can be assured that your order will be placed safe and securely. In order for encryption to take place, your browser must have the SSL protocol.

RETURNS & SHIPPING

How soon will it arrive?
Monday through Friday (excluding major holidays) most orders are processed within 24 hours of receipt. Orders placed after 12:00 pm PST will be processed the next business day. Orders placed on weekends and holidays will be processed on Monday or the next business day. Orders will be shipped in 3-5 business days and will be delivered between 7-10 days.

How can I track my order?
Please contact [email protected] to request a tracking number.

How do I return something?
If for any reason you are not satisfied with your Jane purchase, simply return it within 30 days of your purchase date in order to receive a refund on your products. The steps are simple: Contact our customer care team at [email protected] to obtain a return authorization #. This is very important since janecosmetics.com will not process any returns without an authorization #.

Package your return item in a well padded envelope or box to prevent damage in transit, and enclose a note with both return authorization and order number inside your return package. Remember we can only credit you for the items received back in our warehouse. All returns should be addressed to:

Package your return item in a well padded envelope or box to prevent damage in transit, and enclose a note with both return authorization and order number inside your return package. Remember we can only credit you for the items received back in our warehouse. All returns should be addressed to:

Jane Cosmetics
c/o OHL
3285 Deforest Circle,
Jurupa Valley, CA 91752

Important: Be sure to write your return authorization # on the outside of your package.

Ship the package to us via United States Postal Service (USPS), UPS or FedEX. We are sorry but return shipping fees are not refundable. Important: Please keep tracking info for your records.

Once your return is received and inspected by our distribution center Customer care will process your return. You should see a credit to your card within one billing cycle.

Please note: Only products purchased on janecosmetics.com may be returned for a refund. Sorry, but we do not accept returns on last call or discounted items. Items will be marked as non-returnable.

If you received a free gift item and you are returning your order, you must include the free gift in your return.

Janecosmetics.com does not process exchanges at this time. If you have questions about returns or damages, please contact our customer care team via email at [email protected].

What are my shipping options?

All Jane orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Below are the shipping options available for your jane online package. Please select the option that best suits your delivery needs during "checkout".

Are there shipping restrictions?
Orders are shipped on business days only. Business days are Monday through Friday, excluding federal holidays in the United States. Some items sold by Jane online require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At Jane online, we comply with these regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience. We accept orders being shipped to Alaska and Hawaii but some restrictions and special handling may apply. We apologize that we are unable to ship to the U.S. Territories of Puerto Rico, Guam, and U.S. Virgin Islands at this time.

Do you ship to U.S. military addresses (APO/FPO)?
Not yet, but we will be adding this at the beginning of November 2012!

Do you ship to PO Box addresses? At this time, we do not ship to PO Box addresses. However, we will be able to by November 2012 at the latest. Stay tuned!

Can I ship to multiple addresses?
Unfortunately, each order can only ship to one address.

Do you ship internationally?
We apologize for the inconvenience, but unfortunately at this time we will not be shipping international orders.

What if my order is damaged?
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damaged occurred to the item(s) in your shipment, please contact us immediately via email us at [email protected]. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.

Why did my order get cancelled?
We're always sorry to see an order get cancelled, and when that happens it's usually due to one of the following reasons:

  • Item(s) not available
  • Difficulty in processing payment information (maybe mistyped credit card number, expired card, etc..)
  • Cannot ship to address provided
  • Duplicate order was placed
  • The item that you ordered is on back order

Fear not - you will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order or out of stock item. Please contact our customer care team via email at [email protected]

Will it still be possible to change my order after it has been submitted? What is the time frame to modify or revise change?
Unfortunately, an order cannot be modified once it has been placed. 

Is there a maximum order size?
We regret that we must limit orders to no more than five (5) units of any item. If you have any questions please contact us via email at [email protected] and we will be happy to assist.

Out of stock?
If an item you've selected is temporarily out of stock at the time of your order, you will be unable to add it to your shopping bag. But don't despair, because often times a new shipment will be arriving soon! Please send us an email at [email protected] to inquire when the item will be available for purchase. 

MISCELLANEOUS

Questions about your order?
Please send a detailed message to: [email protected].
Note: If you are contacting us about a return or a damaged item please remember to include your order number in the email.

Questions about product?
Please send a detailed message to: [email protected].

Interested in becoming a Jane retailer?
Please send a detailed message to: [email protected]

Do you have a discount program for industry professionals?
Coming soon!

Do you have a rewards program?
Coming soon!

PR questions or requests?
Please send a detailed message to: [email protected]

 

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