Support & FAQ

Once your order ships, you will receive a confirmation email with a tracking number. Please allow up to 24 hours for tracking information to update after receiving your shipping notification.

If you haven't received a tracking email within 5 business days of placing your order, contact us at info@jalpen.com.

We process orders quickly. If you need to make a change or cancellation, please contact us within 12 hours of placing your order at info@jalpen.com and we will do our best to help.

Once an order has been dispatched we are unable to cancel or modify it.

Contact us immediately at info@jalpen.com with your order number and the correct address. If your order has not yet shipped we will update it at no charge.

If your order has already been dispatched we are unable to redirect it. Orders delivered to an incorrectly entered address are not eligible for a refund, so please double-check your address carefully at checkout.

We're sorry about that. Please email us at info@jalpen.com within 30 days of delivery with your order number, a photo of the item you received, and a screenshot of your order confirmation. We will arrange a full refund or replacement.

We recommend first checking with neighbours, your building's reception, or any safe spots the carrier may have used. Also verify the delivery address on your order confirmation.

If your package is still missing, contact us at info@jalpen.com and we will do our best to assist. Please note that once tracking shows a package as delivered, resolution options can be limited.

We currently ship to all 50 states within the United States, including Alaska and Hawaii.

Orders are processed within 1–3 business days. After dispatch, standard delivery typically takes 3–6 business days. You will receive a tracking number as soon as your order ships.

Yes. We offer free standard shipping to all first time customers and US orders over $100. Orders below that amount are subject to a flat shipping fee shown at checkout.

If your order has not arrived after 20 days from your order date, please contact us at info@jalpen.com with your order number and we will investigate on your behalf.

We accept return requests within 30 days of your delivery date for the following reasons:

• The item arrived damaged or defective
• You received the wrong item or colour
• Your order was not delivered

We are unable to accept returns for items that have been used or worn, or items reported outside the 30-day window. Please see our full Refund & Return Policy for details.

Email us at infot@jalpen.com within 30 days of receiving your order. Please include your order number, a description of the issue, and clear photos or a short video. Our team will respond within 24–48 hours. Please do not send anything back before receiving authorisation from us.

Once your return is received and inspected, or your claim is approved, refunds are typically processed within 3–7 business days back to your original payment method.

Please contact us at infot@jalpen.com within 30 days of delivery with clear photos or a short video showing the damage. Do not attempt to repair or alter the item before contacting us. We will make it right.

Sale items are eligible for refunds only in cases of damage, defects, or incorrect items received.

Our bags are made from premium top grain leather and high-quality faux leather materials selected for durability, feel, and appearance. Specific material details are listed on each product page.

Each of our bags comes with its own care guide on the product page. Visit the product page for the bag you purchased and scroll down to the Care section for specific instructions tailored to that style and material.

We do our best to represent our bags accurately. Slight colour variations may occur due to differences in screen settings and lighting. If you have any questions about a specific product before purchasing, email us at info@jalpen.com.

Popular styles do sell out quickly. Sign up for our newsletter to be notified of restocks and new arrivals, or email us at info@jalpen.com to ask about a specific style.

We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, and Google Pay.

Yes. Jalpen uses SSL encryption across our entire site. We do not store your full card details — all payment processing is handled securely by our certified payment partners.

Yes. An order confirmation email is automatically sent to the email address provided at checkout. If you did not receive it, please check your spam folder or contact us and we will resend it.