FAQ's

Please find answers to your most frequently asked questions

Shipping, Delivery, and Returns

Where do you ship?

Currently, we only courier all over South Africa.

Can I change the delivery address after placing an order?

Once an order is submitted, you cannot change the delivery address on the website, but feel free to contact us on 0623608034 or at info@jean-genie.co.za.

What if an item is missing from my delivery?

You will receive an email with tracking information. If missing anything in your delivery please contact us immediately to resolve any issues at info@jean-genie.co.za or 0623608034

What if I receive damaged or broken goods?

If your items are damaged, please take photos and email us at info@jean-genie.co.za. Keep the product and packaging, and we will resolve to sort out your issue.

How do I return a product?

For unopened products, contact us at info@jean-genie.co.za within 7 days, return the product within 7 days, and include your order details.

For opened products, provide before-and-after photos within 14 days of receiving your order.

To start a return, contact us at info@jean-genie.co.za with your receipt or order number and reason.

Do I have to pay return shipping costs?

Yes, you're responsible for return shipping costs.

Can I exchange my product?

We endevour to keep our customers happy, and we will be happy to assist with any change of mind you have, within reason. Please contact us on 0623608034 or info@jean-genie.co.za

Online Ordering

How do I place an order?

Browse our products, add them to your basket, proceed to "VIEW CART & CHECKOUT," add your delivery address, choose your delivery method, select a payment method, and complete your order.

For assistance, call 0623608034

Is it possible to modify or cancel my order?

You can modify your order if you contact us before we have packed or shipped your order.

Do you provide discounts or promo codes?

Subscribe to our emails for the latest launches and promotions. Terms for promo code redemption apply. Mostly only one discount can be used at a time and not on other discounted items. For issues, contact info@jean-genie.co.za.

What forms of payment do you accept?

We accept credit/debit cards, bank transfers, instant EFT, cash deposits, and Jean Genie Gift Cards

Collections

Can I collect my order from your Jean Genie warehouse?

Yes you can collect orders at 28 Heide Avenue, Jim Fouche Park, Welkom. Please ensure you have messaged or called to notify us of when you would like to collect.

Account

What are the benefits of having an account?

Creating an account allows you to track purchases, billing, and orders. You can store multiple shipping addresses for faster checkout. Subscribe to emails for product updates and promotions.

How do I create an account?

Click "Log In," select "Register," or create an account during checkout.

How do I recover my account password?

Click "Forgot your password?" on the log-in screen or contact info@jean-genie.co.za for assistance.

How do I subscribe or unsubscribe from emails?

To unsubscribe, click "unsubscribe" in our emails or contact info@jean-genie.co.za.

Is my information private?

We respect your privacy. Refer to our privacy policy for details.

Product Questions

Do your products have expiration dates?

All products have a two-year shelf life, with a 1 year shelf life after opening

Is your packaging recyclable?

Most products are recyclable.We give a R5 recycling discount back to anyone in the area of our head office. If you are in the area please return to us for a discount on your next purchase. Contact us at info@jean-genie.co.za for recycling information.

Are your products safe for all ages?

Yes, they are very soothing and soft and have been used by children as well.

Do you test on animals?

No, our products and our ingredients are not tested on animals.

Are your products vegan ?

Only two of our products are not vegan, which is the normal lip balm and the face wash. We have a vegan lip balm available. All the rest of our products are vegan friendly.

Do you use parabens or other toxic ingredients?

No, we do not use parabens, petroleum or other toxic ingredients that other brands still include in their products. We do not use synthetic ingredients and our products are clean (skoon)

Can I use your products while pregnant or nursing?

Most products are safe, except for specific exceptions. Consult your doctor before use.

Is it normal to feel tingling when using some products and serums?

Yes, especially with products containing acids. Start slowly to let your skin adjust.

Any storage requirements for products?

Store at room temperature, away from direct sunlight. Please ensure the products are tightly capped.

What if there is a colour change on the product?

As all our ingredients are natural, it will be normal for products to have a slight change in colour from time to time. There is nothing wrong with these products and no need for concern.

Contact Us

Still have questions?

For site issues or additional questions, email us at info@jean-genie.co.za.

Do you offer reseller programs?

We are currently working on a reseller program, and hope to roll this out in 2024, as we have been approached by many people who would love to sell our products. We will also be putting the offering out to salons and gift shops where the products can be bought at a discounted rate straight from this website, if the order is over a certain amount. Contact info@jean-genie.co.za for further information