Frequently Asked Questions
Ordering & Account
Q: Do I need an account to make a purchase?
A: No — you can check out as a “guest.” Creating an account allows you to speed up future checkouts, track your orders, and manage your profile.
Q: How do I track the status of my order?
A: Once your order ships, we’ll send you a confirmation email with tracking information. You can also log in to your account → “Orders” to view the latest status.
Q: Can I change or cancel my order after it’s placed?
A: If you contact us immediately after placing your order, we may be able to cancel or adjust it — but we cannot guarantee changes once the order is in processing or has shipped. Please use the contact form on our “Contact Us” page for such requests.
Shipping & Delivery
Q: What shipping options do you offer, and how long does delivery take?
A: All JELANI products are made to order. Most apparel and cut-and-sew garments require approximately 3–10 business days for production before shipping.
After production is complete, orders are shipped using Standard Shipping, which typically takes 5–8 business days for delivery. International delivery times may vary depending on destination, customs processing, and local carrier services.
Please note that delivery estimates are not guaranteed and may be affected by carrier delays, weather conditions, holidays, customs inspections, or other circumstances beyond our control.
Q: Do you offer free shipping?
A: Yes. JELANI offers Free Shipping on all orders of $120 USD or more. Eligible orders automatically receive free shipping during checkout.
Q: Do you ship internationally?
A: Yes. JELANI ships to the United States and over 180 countries and territories worldwide.
However, we currently do not ship to the following locations: American Samoa, Belarus, Cuba, French Polynesia, Guadeloupe, Guam, Iran, Military Bases (APO/FPO/DPO), North Korea, Northern Mariana Islands, Palestine, Russia, South Korea, Syria, U.S. Virgin Islands, Ukraine, and Venezuela.
If your country is unavailable during checkout, we are currently unable to ship to that destination.
Q: Will I have to pay customs duties or import taxes on international orders?
A: International customers may be responsible for customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country. These charges are not included in the purchase price or shipping cost and are the responsibility of the customer.
Q: How do I track my order?
A: Once your order ships, you'll receive a shipping confirmation email containing your tracking number. You can use this tracking number to monitor your package's progress. International tracking updates may vary depending on local postal services and customs processing.
Q: When will I get my order?
A: Every JELANI product is made to order. Most apparel and cut-and-sew garments require approximately 3–10 business days for production before shipping.
After production is complete, orders are shipped using Standard Shipping, which typically takes 5–8 business days for delivery.
In most cases, customers can expect to receive their order within approximately 8–18 business days from the date the order is placed.
Certain products, such as footwear, international shipments, customs processing, holidays, or carrier delays may extend delivery times.
Once your order ships, you'll receive a shipping confirmation email with tracking information.
Q: What if I never receive my order?
A: If your package has not arrived, please allow 5 additional business days beyond the estimated delivery window before contacting us. If your tracking shows the package was delivered but you did not receive it, please contact us through our Contact Page and we'll help investigate the issue.
Q: What happens if my package is returned to sender?
A: If a package is returned due to an incorrect shipping address, an unclaimed package, refusal of delivery, unpaid customs charges, or another delivery issue, we may be able to reship the order. Additional shipping charges may apply.
Returns, Refunds & Exchanges
Q: What is your return / refund / exchange policy?
A: Please see our “Return & Refund Policy” page for full details.
Q: What if the item I receive is defective or incorrect?
A: We apologize for the inconvenience. Please contact us within 30 days of receiving the order, provide photos of the defect or wrong item, and we’ll arrange a replacement or refund.
Q: How long does it take to get a refund / store credit?
A: Once we receive and inspect the returned item, refunds or store credits will be processed within 7 to 10 business days. (If using a credit card or other method — note that your bank may take additional days.)
Products & Sizing
Q: How do I know what size to order?
A: We try to provide size charts for each product. If you’re unsure, check the size chart on the product page. For more guidance, feel free to contact us (e.g. include measurements: chest, length, etc.).
Q: Are your clothing items true to size / do they run big or small?
A: We aim for accurate sizing, but fit can vary by style and customer preference. If you want a loose (oversized) or fitted look, check the product description for guidance or size up/down as needed.
Q: Where are your products made or sourced?
A: All our items are designed in the United States. However, products may be sourced globally depending on material, product type and fulfillment time.
Payment & Security
Q: What payment methods do you accept?
A: We accept major credit/debit cards, Shop Pay, Amazon Pay and Google Pay. All payments are processed securely.
Q: Is my payment information secure?
A: Yes. We use industry-standard security measures (e.g. SSL encryption) to protect your payment data. We never store your full card details on our servers.
Discounts, Promotions & Gift Cards (if applicable)
Q: Do you offer discounts, promo codes or gift cards?
A: Sometimes. We announce seasonal promotions or limited-time sales via our advertisement and social channels. Sign up to our email list for early access.
Q: How do I use a promotion code / gift card at checkout?
A: On the checkout page, enter your code in the “Discount” field, then click “Apply.” The discount will reflect in your total before you submit payment.
Company & Support
Q: Where is JELANI based?
A: We are operated by JELANI LLC and headquartered in South Bend, IN, US
Q: How can I contact you if my question isn’t answered here?
A: Use the “Contact Us” page and send us a message. We usually respond within 24–48 hours (excluding weekends/holidays).
Q: What about my privacy and data security?
A: We respect your privacy and only use your data for fulfilling orders, communication, and account management. For more details, please see our Privacy Policy page.
