Returns & damaged orders

Each dear Jane gift box is carefully packed by hand and prepared especially for its recipient. Because of the personal nature of our gift boxes, all sales are final. We’re unable to accept returns or exchanges.

If something arrives damaged, incorrect or incomplete, please let us know. We’ll do our best to make it right.

If something arrives damaged

Please contact us within seven days of delivery and include:

• Your order number
• A brief description of the issue
• Clear photos of the affected item and its packaging

Please keep the item and packaging until we have reviewed your request. Depending on the circumstances and product availability, we may send a replacement, substitute a comparable item, issue store credit or provide a refund for the affected item.

This includes:

• An item that arrives broken, cracked or damaged
• A snack, pantry item or other food product that arrives opened, damaged or spoiled
• A dear Jane gift box that is significantly damaged during shipping
• An incorrect or missing item

Slight variations in the color, texture or appearance of handmade and natural products are not considered damage.

What isn’t covered

We’re unable to offer a replacement, credit or refund for:

• A change of mind or a gift the recipient does not want
• An issue reported more than seven days after delivery
• Items damaged after delivery due to improper storage, weather exposure or being left unattended
• Delivery problems caused by an incorrect or incomplete address provided at checkout

Changes and cancellations

If you need to change the delivery address, gift message or order details, please contact us as soon as possible. We’ll gladly help if your order has not yet been prepared or shipped.

Once an order has been prepared or shipped, it cannot be changed or canceled.

Missing packages

If tracking shows your package as delivered but you cannot locate it, please check around the delivery area and with members of your household or nearby neighbors. Carriers occasionally mark packages as delivered shortly before they arrive, so please allow one additional business day.

If the package still cannot be located, contact us and we’ll help determine the next steps. If the carrier confirms that the package was lost in transit, we will arrange a replacement, store credit or refund.

Gifts sent directly to a recipient

Either the purchaser or recipient may contact us about a damaged, missing or incorrect item. We’ll handle the matter discreetly and will never share pricing information with the recipient.

How to reach us

Email hello@thedearjane.com within seven days of delivery. Please include your order number, a description of the issue and clear photos when applicable. We’ll respond within two business days.