Returns & Refunds

1. Cancelling Before Dispatch

Changed your mind before an order ships? Email cool@frontlosjen.com with your order number — once we confirm the cancellation, you'll get a full refund to your original payment method. Once an order has shipped, we can no longer stop it, but you're welcome to return it once it arrives, following the process below.

2. Your 14-Day EU Right of Withdrawal

If you're shopping from the EU, you have a statutory 14-day right to cancel for any reason, starting the day you (or someone you've nominated) receive the goods, or the day the final parcel arrives if your order came in more than one shipment. This right doesn't extend to custom or made-to-order pieces, or to hygiene-sealed items that have already been opened.

3. Standard Returns

3.1 Conditions

Timing: tell us within 14 days of delivery that you're returning something, then get it to us within a further 14 days.

Condition: unworn, unwashed, tags still attached, and in original packaging if you still have it.

3.2 The Process

• Step 1: email cool@frontlosjen.com with your order number, what you're sending back, and why.
• Step 2: pack it carefully, with tags and original packaging where you can.
• Step 3: ship it to Room 302, 3rd Floor, Building A, Logistics Center, Shenzhen World Exhibition & Convention Center, No. 26 Zhanjing Road, Zhancheng Community, Fuhai Subdistrict, Bao'an District, Shenzhen City, Guangdong Province, China (Postal Code: 518103), ideally with a trackable service — send us the tracking number once it's out the door, and keep any customs documentation since this address sits outside the EU.

3.3 Who Pays Return Shipping

Return shipping is on you as the customer. We refund the item price plus your original standard shipping fee, if you paid for shipping.

4. Refunds & Timing

We inspect and process returns within 72 hours of them reaching our warehouse. You should see the refund land within 14 business days after that — timing can vary a little by bank — back on your original payment method.

If it's taking longer than expected: check with your bank or card issuer first, since processing times differ between institutions; keep our confirmation email handy if you need to reference the order; and if it's still not showing up after that, get in touch with us directly.

5. Damaged, Faulty, or Wrong Items

Email us within 7 days of delivery at cool@frontlosjen.com with your order number, clear photos, and a short description of the issue. We aim to resolve it within 48 hours — either a full refund including shipping, or a free replacement with a prepaid return label.

6. Exchanges

We don't offer direct exchanges. To get a different size, color, or item: return the original for a refund, then place a new order for what you want instead.

7. Contact Us

Email: cool@frontlosjen.com

Registered Company: Trevano Solutions S.R.L.

Registration No.: J2025041588009

Subject Line Format: "Return Request – Order #[YOUR ORDER NUMBER]"