Shipping policy

Shipping Policy

Thank you for shopping with BROWN GIRL Jane. We’re excited to send your fragrance your way and work hard to get orders out quickly.

Please review the information below before placing your order.

Shipping Protection

For added peace of mind, we offer Shipping Protection at checkout.

Shipping Protection helps cover packages that are lost, stolen, or damaged during transit, allowing us to quickly assist with a replacement if something unexpected happens during delivery.

While optional, we strongly recommend selecting Shipping Protection, especially if packages are sometimes left unattended at your delivery location.

Orders placed without Shipping Protection may not be eligible for replacement or refund if the carrier marks the package as delivered.

Order Accuracy

Please take a moment to double check your shipping address before placing your order.

Many orders ship the same day they are placed, and our customer service team responds within 48 hours, which means we may not always be able to catch or correct address errors before an order has already shipped.

If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for reshipping fees.

Processing & Delivery

Once your order ships, you’ll receive a tracking number via email.

Shipping timelines are estimates and may vary depending on the carrier, weather conditions, or peak shipping periods.

Delivered Packages

Once a package is marked Delivered by the shipping carrier, responsibility for the package transfers to the customer.

BROWN GIRL Jane is not responsible for packages that are lost or stolen after delivery confirmation.

If your tracking shows delivered but you cannot locate your package, we recommend checking with neighbors, household members, or your local delivery carrier.

Customers who selected Shipping Protection can contact us for assistance with lost or stolen packages. Orders placed without Shipping Protection may not be eligible for replacement once delivery is confirmed.

Questions

If you need assistance before your order ships, please contact us at help@browngirljane.com. We’re always happy to help.

Thank you for supporting BROWN GIRL Jane.

 

Safe Shipping Protection: 

We offer Safe Shipping Protection to ensure your order arrives safely and on time. By purchasing Safe Shipping Protection at checkout, you can protect your order from delivery issues.

Coverage Details:

Lost Items Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint.

 

Estimated Delivery Date

  • After 48 hours have passed from an estimated delivery date given by the carrier, and no delivery or update has been made, Safe Shipping Protection will consider the order to be "lost" and assist with next steps. 


Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Safe Shipping Protection does not cover this.


Packages labeled "return to sender"

  • Safe Shipping Protection does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 
  • Safe Shipping Protection coveirs the customer's order if the package gets lost in-transit back to the sender, if the package was returned to sender due to a carrier error.*


*Please note: Safe Shipping Protection Package Protection timeframes for filing apply.


Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
  • Safe Shipping Protection does not control how quickly the retailer ships the customer’s order. Safe Shipping Protection Package Protection is not yet in action because the order has not shipped.


Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Safe Shipping Protection may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.


Stolen Items Policies

Delivered but Missing Package

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.


Delivered to wrong address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Safe Shipping Protection considers this as stolen and we will replace the order on behalf of the customer.


Damaged Items Policies

Damaged Item Arrived

  • Order Issues for damaged orders must be filed within 15 days of the delivery date. 

Broken items

  • If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
  • The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • Safe Shipping Protection does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. 
  • Safe Shipping Protection requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Customized items

  • Safe Shipping Protection cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Safe Shipping Protection can offer a refund instead.

Out of stock

  • Safe Shipping Protection does not have visibility to the retailer’s inventory, or details into when the retailer will have the customer’s item back in stock.
  • Safe Shipping Protection can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.


General Policies

Input wrong address

  • If the customer entered the wrong address at the time of order, Safe Shipping Protection does not cover this.
  • The customer needs to reach out to the retailer to remedy the incorrect address.


Quality control

  • If the customer is unsatisfied with their product, Safe Shipping Protection is not a product replacement plan and the order issue cannot be approved.
  • The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.

 

Too late to file

  • Safe Shipping Protection can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Safe Shipping Protection will deny the order issue according to these policies:
  • Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises."
  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments and within 30 days from the last checkpoint.


Expedited shipping hasn't arrived 

  • If the customer’s package is delayed for whatever reason, Safe Shipping Protection will not cover it.
  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, Safe Shipping Protection will not cover it.


Payment installment companies

  • For payment installments (ShopPay and Klarna), it is the customer’s responsibility to pay the payment installment company directly.
  • Once we refund the customer for their order, the customer must pay their installments to the payment installment company directly.


How to Purchase:

  • To enjoy the benefits of Safe Shipping Protection, simply select the option at checkout. The cost will be displayed for your convenience.


Please Note:

  • Safe Shipping Protection is optional and not automatically included.
  • Claims for replacement orders must be made within the specified coverage period.
  • Safe Shipping Protection covers the cost of the replacement order only.


We strive to provide a worry-free shopping experience, and Safe Shipping Protection is here to ensure your satisfaction. If you have any questions, our customer support team via the Help Center.


Post-purchase: 

You will receive an immediate notification that will contain your tracking number. Please understand that once we ship packaging, the exact delivery time is out of our direct control. If you have any issues with your order during transit, please first contact the carrier as noted in your tracking number. Should additional support be needed, we will do our best to work with the carrier to ensure shipping issues are corrected and your package is delivered in a timely manner.


Due to the nature of our products and the potential risk of tampering, we do not offer refunds, returns or exchanges. However, if your order arrives with any defects or damages, please reach out to us via the Help Center and we will gladly assist you with a replacement. Please note that replacements are only available for damaged or defective items.


Reward Points:

Our reward points system operates independently and cannot be combined with ongoing sales or discount codes. Reach out via chat if you have any questions about our loyalty program. Click the widget to access your loyalty portal and explore your rewards!