FAQ'S
Welcome! Here you’ll find answers to our most frequently asked questions about shipping, returns, online shopping, ingredients, packaging, and more.
Shipping, Delivery & Returns
Where do you ship?
We currently courier across all of South Africa with The Courier Guy. Shipping takes between 1 to 4 days.
Can I change my delivery address after placing an order?
Once an order is submitted, you cannot change the address on the website. Please contact us at 062 360 8034 or info@jean-genie.co.za and we’ll do our best to help.
What if an item is missing from my delivery?
You’ll receive an email with tracking details. If anything is missing, contact us right away at info@jean-genie.co.za or 062 360 8034 so we can resolve it quickly.
What if I receive damaged or broken goods?
Please take photos of the item and packaging, then email us. Keep the damaged product until we’ve resolved your issue.
How do I return a product?
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For unopened products: contact us within 7 days. Return the product within 7 days with your order details.
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For opened products: provide before-and-after photos within 7 days of receiving your order.
Start a return by emailing info@jean-genie.co.za with your order number and reason.
Do I pay for return shipping?
Yes, customers are responsible for return shipping costs.
Can I exchange my product?
We’re always happy to help within reason. Contact us on 062 360 8034 or info@jean-genie.co.za
🛒 Online Ordering
How do I place an order?
Browse products, add them to your cart, then click View Cart & Checkout. Enter your delivery details, choose a method, select a payment option, and complete your order.
Can I modify or cancel my order?
Yes — if you contact us before your order is packed or shipped.
Do you offer discounts or promo codes?
Subscribe to our emails for promotions and product launches. Most promo codes can’t be combined, and some exclude discounted items.
What payment methods do you accept?
We accept:
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Credit & debit cards
- EFT
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Bank transfers & instant EFT
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Cash deposits
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Jean-Genie Gift Cards
📦 Collections
Can I collect my order instead of delivery?
Yes — you can collect orders from:
28 Heide Avenue, Jim Fouché Park, Welkom.
Please notify us before collection by calling or messaging.
Accounts
What are the benefits of creating an account?
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Track orders and billing history
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Save multiple shipping addresses
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Receive product updates and promotions
How do I create an account?
Click Log In → Register, or create one during checkout.
How do I reset my password?
Click Forgot your password? on the login page, or email us for help.
How do I subscribe or unsubscribe from emails?
To unsubscribe, click “unsubscribe” in our emails or email us directly.
Is my information private?
Yes — we respect your privacy. Please see our full Privacy Policy.
Product Questions
Do your products have expiration dates?
Yes. Most products have a 9–12 month shelf life after opening.
Is your packaging recyclable?
Yes. Most packaging is recyclable. Customers near our head office can return packaging for a R5 recycling discount per glass bottle or jar on their next purchase.
Are your products safe for all ages?
Yes. Our gentle, soothing formulas are suitable for children and adults.
Do you test on animals?
Never. We are a 100% cruelty-free brand.
Are your products vegan?
Yes. All Jean-Genie products are vegan-friendly.
Do you use parabens or toxic ingredients?
No. Our products are paraben-free, petroleum-free, and toxin-free. We also avoid synthetic fragrances, silicones, PEGs, EDTA, SLS/SLES, and 1,4 Dioxane. Everything is truly clean skincare (skoon).
Can I use your products while pregnant or nursing?
Most products are safe. Please consult your doctor for specific concerns.
Is tingling normal when using serums or acids?
Yes. Tingling can happen with products containing active ingredients — start slowly to allow your skin to adjust.
How should I store products?
Keep them tightly capped, at room temperature, and out of direct sunlight.
What if the product changes colour or smell?
Because our formulas are natural, slight changes may occur — this is normal and safe.
Reseller Program
Do you have a reseller program?
Yes — we’re developing a reseller program for 2026. We plan to offer opportunities for salons, gift shops, and individuals to buy at wholesale discounts for larger orders.
For details, email info@jean-genie.co.za
Contact Us
Still have questions?
062 360 8034
info@jean-genie.co.za