Frequently Asked Questions
Orders
To purchase an item from JAE UY’s online store, either:
- Select “ADD TO BAG” on the product, and then click on “CHECKOUT” to finalise your purchase.
- Select the express checkout method on the product to finalise your purchase
You will be directed to our secure checkout area where you can choose a delivery address and, if different, a billing address. The final step is the Secure Payment, where you will be able to select from various payment methods.
In most cases you can shop as a guest, without creating an online account. During checkout, you will have the opportunity to create an account.
*If you are planning to use a discount or purchase items exclusive to your account, please log in first.
Jaeuy.com accepts different forms of payment, depending on the country or region of the billing address, including:
Credit/debit cards: Visa, Mastercard, American Express and UnionPay.
Alternative payment methods: PayPal, Apple Pay, Google Pay.
To ensure that the correct currency, payment methods and shipping conditions for your area are displayed, please select your country or region from the drop-down menu on the top right-hand or bottom left-hand corner of the www.jaeuy.com webpage
As soon as you place your order online, payment authorization will be requested automatically to verify credit card validity and availability of funds. An immediate capture of the funds will follow.
For payments made through www.jaeuy.com, online checks will be made directly with the relevant financial institutions. To ensure the security of transactions, JAE UY carries out processing for the purposes of risk assessment and fraud prevention on the internet. In addition, to guarantee the security of the transactions, we carry out controls requesting additional information.We reserve the right to cancel transactions if necessary, and any order, if the requested information is not provided accordingly.
For security reasons, it is only possible to change the delivery address or the shipping method only once, through contacting our Client Services team. While the billing address cannot be changed once an order has been placed.
Shipping
Log into My Account or check the tracking number you will find in your shipping confirmation email. Please note that during non-working days this information may remain unchanged.
Our standard delivery service is express, but we do not offer 24hr delivery. You can check the estimated delivery for your purchase with our Client Services.
Please note that any orders placed after 16:00 SGT (GMT +8) on Friday and during Saturday and Sunday will be dispatched on the following Monday. Singapore national holidays, and local public holidays, may cause delays in deliveries.
Deliveries are made between 08.00-19.00 and could require a signature to ensure safe delivery of your order.
No unfortunately. We have yet to launch a physical store but we are working towards creating an experiential store to serve you.
All online orders are delivered free of charge.
In most countries or regions we are operating in, a signature will be required upon delivery. However, if requested, contactless delivery is available.
We provide the option to choose between Eco and Full packaging. For more details please refer to Our Packaging Options
Jae Uy considers all orders with 'Full' packaging option selected as potential gifts, presented with signature packaging.
We do not include any price documents in the package.
Returns & Exchange
Simply reach out to our Client Services.
You will receive the returns label, choose a courier collection alongside receiving a confirmation email with the instructions on how to prepare the package.
Once your return arrives at one of our warehouses and has been inspected, we’ll initiate your refund.
Free returns are available within 14 days of your online order delivery date. Check that the item is in perfect condition and returned in its original packaging, along with any accessories.
Unique items, created specifically for you, can only be returned if there is a manufacturing defect. Depreciation could also be considered in this case.
Returns are only possible from the same country of delivery.
Once we receive and inspect your return, we will initiate your refund within 5 business days. The time to complete your refund varies by payment method:
- Credit/debit cards: 3-7 business days
- Digital wallets: 1-3 business days
- Bank transfers: 5-10 business days
Please note that while we process all refunds promptly, your financial institution's policies may affect the final timing of when funds appear in your account.