Last updated: October 28, 2026
This policy applies to purchases made in the JENSEN ELLEN online store (jensenellen.shop/) from JENSEN ELLEN, Sioux Falls, South Dakota. If a bag is not right for you, here is how returns work.
Summary
- Window: 30 days from delivery.
- Condition: unused and unwashed, with the dust bag, any tags and the original packaging.
- Return postage: free within the US on the first return per order; you pay for additional returns from the same order.
- Refund: to the original payment method, 5–7 business days after we receive and check the item.
What can be returned
Totes and crossbody bags that have not been used outdoors, show no marks, scuffs or creases from carrying, and still have their dust bag. Empty the bag, check the pockets, and pack it the way it arrived. Canvas and linen can be returned folded; leather should go back in its dust bag.
What cannot be returned
Bags that have been used, damaged by the customer, altered, or returned without the dust bag. Final-sale items are marked on the product page and cannot be returned. This does not affect your rights if an item is faulty, not as described, or not fit for purpose.
How to start a return
Email admin@jensenellen.shop with your order number and the item you want to return. We reply within one business day with a return label and instructions. Please do not send anything before you hear from us — parcels without a return reference take much longer to process.
Return address: JENSEN ELLEN, 1226 N Dakota Ave, Sioux Falls, SD 57104, USA.
Exchanges
Need another colour or style? Start a return for the bag you have and place a new order for the one you want — that is faster than a postal exchange, and it holds the bag before it sells out. If the colour you need is out of stock, we will tell you when it returns.
Faulty or incorrect items
If something arrives damaged, has a stitching or hardware fault, or is not the bag you ordered, email us within 14 days with photos. We cover return postage in full and send a replacement or a refund, including original shipping, as you prefer. Hardware, straps and linings are also repaired outside the return window — see our repair note on the FAQ.
Late parcels
If tracking has not moved for seven days, or a parcel is marked delivered but missing, contact us and we will open a carrier claim. See our Shipping Policy for details.