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  • Can I return or change item purchased?
    Yes, but you have to arrange for delivery and shipping on own account.
  • I received a defective item. Can I get a refund or a replacement?
    In case of receiving defective goods, please take photos or videos of the items and contact your sales representative immediately. We will review the report and help you proceed with the claim.
  • How long does it take to refund?
    All refunds are issued in the form of bank transfer. Once refund request is approved it take 2-4 working days for the money to be credited back to your account.
  • How do I make the payment?
    You may use Debit, Credit card or Cash on delivery.
  • Money got deducted but I can’t see my order?
    If you have faced this issue and not able to see your order, please contact us immediately via WhatsApp +973-37231100 or email jelena_bh@outlook.com. Our team will handle your request within the shortest period of time
  • How many days does it take to delivery?
    We deliver within 2-3 working days. During Peak season, please expect slight delays in your orders. We try to deliver most of our orders within 1 Working Day.
  • How much is the shipping cost?
    Delivery in Bahrain it cost 2 BD, for GCC countries It depends on the country where the package is shipped to, please contact your direct sales representative for more information.
  • Do you deal with the import customs clearance?
    Customers are required to check the import customs policy of their countries before proceeding with their orders. Jelena will not be held responsible for issues that occur regarding the customs clearance. If you refuse to pay customs fee, the parcels will return back to our warehouse, and a shipping fee and a handling fee may be deducted from your refund.
  • I have made my payment. When can you ship my order?
    Once your payment comes through, we will be able to arrange the date for the shipment.
  • I’m not available at my location for delivery?
    If you are not available at the location for delivery, please contact us via Email or WhatsApp and we will reschedule your order to a later delivery date. Please note that we can reschedule order for one time. In case you are not available on your location during delivery, our agent will hold delivery for 3 days and will contact to reschedule.
  • Can I pre-order the items that are currently out of stock?
    You can place a pre-order for the out-of-stock items. To place a pre-order, please contact your sales representative for assistance.
  • Can I cancel or change my order after submission?
    You may cancel or make any changes in your order any time before it shipped.
  • How long does it take to process my order?
    After the order submission and receipt of your payment we will start packing and arrange for delivery as soon as possible
  • How long does it take Jelena to restock items?
    It normally takes approximately 2-3 weeks; however, lead time may vary depending on brands.
  • Click and collect?
    This service will be available soon and customers will notify of available outlets.
  • Can I pick up my order from the store if I order online?
    This service will be available soon and customers will notify of available outlets.
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