Frequently Asked Questions
Welcome to the Jonelle’s Closet Frequently Asked Questions page. Here you will find answers to the most common questions about our products, ordering process, shipping, returns, sizing, and more. If your question is not answered on this Frequently Asked Questions page, please contact us at info@jonellescloset.com and our team will be happy to help.
Frequently Asked Questions: Orders and Payment
How do I place an order? Browse our collections at jonellescloset.com, select your preferred size and length, and add the item to your cart. When you are ready, proceed to checkout, enter your shipping and payment information, and confirm your order. You will receive an order confirmation email once your payment has been processed.
What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna. All transactions are processed through secure, PCI-compliant payment gateways.
Can I use more than one promo code on a single order? Only one promotional code may be applied per order unless otherwise stated in the promotion terms. Promo codes cannot be combined with other discounts or applied retroactively after an order has been placed.
Will I receive an order confirmation? Yes. You will receive an order confirmation email at the address you provided during checkout. If you do not see it within one hour, please check your spam or junk folder. If it is still not there, contact us at info@jonellescloset.com so we can verify your order status.
Can I modify or cancel my order after placing it? Please contact us at info@jonellescloset.com as soon as possible if you need to modify or cancel your order. We will do our best to accommodate changes, but once an order has entered fulfillment or has been shipped, we may be unable to make modifications.
What currency are your prices listed in? All prices on jonellescloset.com are listed in United States Dollars (USD). For international orders, your bank or payment provider may apply currency conversion fees.
Frequently Asked Questions: Shipping and Delivery
How long does it take to process my order? Orders are processed within 1 to 3 business days after payment is confirmed. Business days are Monday through Friday, excluding federal holidays. During high-volume periods such as product launches or holiday seasons, processing may take an additional 1 to 2 business days.
What are your shipping options and delivery times? We offer Standard Shipping (3 to 7 business days) and Expedited Shipping (1 to 3 business days) for domestic orders within the United States. Delivery times are estimates and begin from the date your order ships, not the date it is placed.
How much does shipping cost? Shipping rates are calculated at checkout based on the weight of your order, package dimensions, and your delivery address. We may offer free standard shipping promotions from time to time, which will be communicated on our website.
Do you ship internationally? Yes, international shipping is available to select countries. International delivery times generally range from 7 to 21 business days depending on the destination. Customs duties, import taxes, and brokerage fees may apply and are the responsibility of the customer.
How do I track my order? Once your order has shipped, you will receive a shipment confirmation email with a tracking number and a link to track your package. Please allow 24 to 48 hours after receiving the email for tracking information to become active in the carrier’s system.
What happens if my package is lost or damaged? If your package appears lost in transit with no tracking updates for 7 or more business days, contact us at info@jonellescloset.com so we can file a claim with the carrier. If your package arrives damaged, take photos of the packaging and affected items and email them to us within 48 hours of delivery. We will arrange a replacement or refund depending on availability.
Do you ship to P.O. Boxes or military addresses? Yes, we ship to P.O. Boxes and APO, FPO, and DPO military addresses within the United States. Standard shipping timelines apply, though military mail deliveries may take longer.
Frequently Asked Questions: Returns, Exchanges, and Refunds
What is your return policy? We accept returns within 30 days of the date you received your order. Items must be unworn, unwashed, free of stains or odors, and have all original tags attached. Proof of purchase is required.
How do I start a return? Email us at info@jonellescloset.com with your order number, the item or items you wish to return, and the reason for your return. Our team will respond within 48 hours with return instructions and a return authorization.
Who pays for return shipping? Customers are responsible for return shipping costs on standard returns. We recommend using a trackable shipping method since we are not responsible for returns that are lost in transit. If you received a defective or incorrect item, we will provide a prepaid return label at no cost to you.
How long does it take to receive my refund? Refunds are issued to the original payment method within 7 to 10 business days after we receive and approve your return. Depending on your bank or payment provider, it may take an additional 3 to 5 business days for the refund to appear on your statement.
Are shipping charges refundable? Original shipping charges are non-refundable unless the return is the result of an error on our part, such as a defective or incorrect item.
Do you offer exchanges? We do not offer direct exchanges at this time. If you would like a different size, color, or style, please return the original item and place a new order. We recommend placing your new order promptly as inventory is limited and items may sell out.
What items are non-returnable? Accessories, items purchased during a sale or promotion marked as Final Sale, final clearance items, gift cards, and items that have been altered or customized after purchase are non-returnable.
What if I received a defective or incorrect item? Contact us at info@jonellescloset.com within 7 days of delivery with your order number, a description of the issue, and clear photos. Our team will review your claim and respond within 48 hours with a resolution, which may include a full refund, replacement, or store credit.
Frequently Asked Questions: Sizing and Fit
How do I find the right size? Please refer to our Size Guide for detailed measurements and fit recommendations across all styles. We recommend reviewing both size and length specifications before placing your order to ensure the best fit.
Do you offer multiple length options? Yes. One of our core commitments is offering multiple length options per style. We design for real proportions, so whether you prefer a longer inseam or a standard ankle length, you can find a fit that works for your body.
What if I order the wrong size? If your item does not fit as expected, you may return it within 30 days in accordance with our Return and Exchange Policy and place a new order in your preferred size. We recommend consulting our Size Guide before purchasing to help you choose the right fit the first time.
Frequently Asked Questions: Products and Quality
What makes Jonelle’s Closet different from other athleisure brands? We focus on elevated basics designed for real life. Our three brand pillars — Real Lengths, Built to Last, and Quietly Branded — guide everything we create. We offer multiple length options per style, use premium fabrics with quality construction, and keep our branding minimal and intentional. Every piece is designed so you can move through your entire day without needing a wardrobe change.
What fabrics do you use? Our fabrics vary by product and season. Our everyday tees use cotton-elastane blends with enzyme wash finishing for softness and anti-pilling performance. Our fall and winter joggers use 80/20 cotton-poly fleece in the 280 to 290 GSM range, while our warm-weather joggers use lighter cotton-Lycra blends. We select every fabric based on how it performs in real life — comfort, durability, and shape retention after repeated washing.
Are your products ethically made? We are committed to ethical sourcing and fair manufacturing practices. We work closely with our production partners and prioritize respectful, transparent relationships throughout the supply chain. We believe the people who make our clothes deserve to be treated with the same care we put into designing them.
Do your products have large logos or visible branding? No. Our branding is subtle and intentional. The name “JONELLE” appears discreetly on garments through a matte silicone logo. You will never find oversized logos or heavy branding on our pieces. The clothes are designed to let you be the focus.
How should I care for my Jonelle’s Closet pieces? Care instructions are included on each garment’s label. As a general recommendation, we suggest washing in cold water on a gentle cycle, turning garments inside out, and tumble drying on low or laying flat to dry. Avoid bleach and fabric softeners to preserve fabric quality and longevity.
Frequently Asked Questions: Account and Privacy
Do I need an account to place an order? No. You can check out as a guest. However, creating an account allows you to track orders, view your order history, and receive personalized updates more easily.
How do you protect my personal information? All data transmitted through our website is encrypted using SSL technology. Payment transactions are handled by PCI DSS-compliant third-party processors, and we do not store your full credit card or payment account numbers on our servers. For full details, please review our Privacy Policy.
Do you sell my personal data? No. We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We share information only with trusted service providers who help us process payments, fulfill orders, and deliver packages.
How do I unsubscribe from marketing emails? You can unsubscribe at any time by clicking the “unsubscribe” link at the bottom of any marketing email, or by contacting us at info@jonellescloset.com.
Frequently Asked Questions: General
How do I contact customer service? You can reach our customer service team by emailing info@jonellescloset.com. We aim to respond to all inquiries within 48 hours during business days. Live chat is also available on our website during business hours for immediate assistance.
Do you have a physical store? Not yet. Jonelle’s Closet is currently available exclusively online at jonellescloset.com. We are working toward opening a physical boutique in the future — a space where shopping feels personal, welcoming, and curated.
Do you offer gift cards? Information about gift card availability will be shared on our website and through our email communications. Please check jonellescloset.com or contact us for the latest details.
How do I stay updated on new product launches and promotions? Join our waitlist on jonellescloset.com or follow us on social media to be the first to know about new drops, promotions, and brand updates.
We hope this Frequently Asked Questions page has been helpful. If you have a question that is not covered here, please do not hesitate to reach out to us at info@jonellescloset.com. We are always happy to help.