Support
Do you have a storefront?
Yes, our flagship store, The Edit at Janessa Leone is located at Platform in Los Angeles. You can find us at: 8840 Washington Blvd #106, Culver City, Ca. 90232
Store Hours:
Mon-Sat | 10 AM - 6 PM
Sunday | 11 AM - 6 PM
If I place my order today, when will it ship?
Orders placed before 12PM EST Monday-Friday will ship the same day, excluding weekends and holidays.
Orders placed after 12 PM EST on Friday will ship the following week or next business day. Holiday's will ship next business day.
How long does shipping take?
Domestic orders will ship via Fedex. Please allow up to 7 to 10 business days to receive your order after you receive tracking.
For international orders we offer APC carrier or Fedex services. Please allow 5-12 business days to receive your order after you receive your tracking.
DHL worldwide express: 3 to 6 business days
Fedex international Economy (Canada only): 2 to 5 business days
Expected delivery dates will be published at checkout
Can I choose to expedite shipping?
You may upgrade to expedited shipping for your order at checkout.
Orders must be received before 12 PM EST Monday-Friday to ship the same day.
Express orders placed after 12 PM EST on Friday will ship the following Monday.
Please note we cannot control the weather, and therefore cannot guarantee your package overnight. Expedited shipping costs are non-refundable.
Shipping and all handling charges including Duties & Taxes
Duties and taxes are the responsibility of the recipient. Duties and taxes are listed in local currency and paid at checkout based on the item(s) ordered and the destination country.
We ship using 2 different methods for International Orders:
DHL worldwide express: 3 to 6 business days
Fedex international Economy (Canada only): 2 to 5 business days Expected delivery dates will be published at checkout
What is your return policy?
Janessa Leone strives to ensure you are satisfied with your purchase and we want you to love your order. We are happy to offer our US customers to return your order within 14 days for a refund to the original method of payment. Please note an automatic $10 restocking fee is subtracted, which covers the return label costs.
Please note final sale, and personal items cannot be returned.
HOW TO REFUND YOUR ONLINE PURCHASE
1. Ensure your items meet our return policy: Item(s) were purchased from the Janessa Leone online store. Item(s) are unworn tags intact, in original condition and packaging. Item(s) are within 14 days of purchase. Item(s) are not final sale or personal items.
2. Please visit: https://returns.janessaleone.com/
3. Enter the email used to purchase the item's
3. Select the product's you would like to return
4. Print the prepaid shipping label, once the return has been authorized
5. Ship the product/s back to us within 14 days
6. Receive refund to the original payment method * excludes shipping charges
7. Place the item(s) you’re returning into a safe and secure parcel.
8. Once we receive your request, our online team will assess and process within 10 business days. Once processed, you will be notified by email. Please note that refunds can take up to 7 business days to appear in your account.
Unfortunately we are unable to offer exchanges and suggest that should you need to exchange, simply send your goods back for a return and repurchase your desired size.
* Refund policy above applies to all orders placed after 04/22/21. All orders prior to 04/22/21 are subject to return for gift card policy.
What if my order is a international order?
For international orders, please email us to authorize a return. Once the return has been authorized, please mail the return package to:
_
Janessa Leone Returns
C/o Lorry Industries
95 Walsh Way, Bldg 5C
Denton, Maryland 21629
We recommend insuring your shipment. We are not responsible for lost or damaged packages. Be sure to package exchanges in their original packaging. Items damaged from improper packaging will not be accepted. Once your package has been received, your store refund will be processed within 10 business days.
The merchandise must be in its original condition with the original packaging. Items that have been worn are not eligible for exchange. Shipping and all handling charges including Duties & Taxes charges are non-refundable. The customer is responsible for return shipping costs. If your returned item does not meet the above requirements, your merchandise will be shipped back to you at your expense.
How to Measure?
You will need a string or cloth measuring tape. The goal is to measure where you would usually have a hat sit.
STEP ONE:
Looking in a mirror, start at the center of your forehead an inch above your eyebrows. Gently wrap the string or cloth tape around your head, a finger width distance above your ears, to the most prominent point in the back of your head. Meet at the starting location in the center of your forehead.
STEP TWO:
Mark the joint. If you are using a string, measure the start and end points in centimeters for most accurate measurements.
STEP THREE:
We recommend measuring three times for accuracy.
Am I the same size in all JL styles?
No. There are a couple different factors that affect sizing. Different styles will fit differently because of the shape and materials of the hat. Our molds are handmade, so while we try to keep sizing consistent across shapes, due to the handmade nature, sizes vary slightly from style to style. Different materials will also cause the hat to feel differently on your head. For example, our Gabrielle bolero and our Klint boater will fit differently in the same size because the wool and the straw expand differently on your head. Please refer to the sizing guide on each product’s page for specific sizing in that style.
If you use our Sizing tool by clicking "find my size" on each page and enter your dimensions, your recommended size will be displayed on each product suggesting the best size for each specific style.
How do I know if my hat fits how it should?
Your hat should sit comfortably on your head without feeling pressure. To know if your hat fits properly, place your index finger at the center of your forehead perpendicularly. Your finger should be able to fit between your forehead and the sweatband inside the hat. If you are able to fit more than one finger, the hat is too large. If you are not able to fit a finger between your forehead and the sweatband inside the hat, you need a larger size. If you are in between sizes, we recommend sizing up and using a hat sizer to fill in the extra space.
I received my hat, but it doesn’t fit perfectly, what are my options?
If you believe that you need a new size after testing the method above, please email us to get an authorization for a return. We will generate a code for you to place a new order in the correct size. If you are on the cusp of the two different sizes, we recommend you size up and purchase a foam hat spacer to fill in extra room. You can find our recommendation here.
Will my hat stretch?
Yes, your hats are made to shape to your head with wear. On average, our hats give about ⅛ inch. If your hat is too small to fit one finger between your forehead and the inner sweatband, we recommend going a size up.
How do I store my hat?
ON A SHELF:
When storing on a shelf, it’s important to flip the hat upside down and store it on its crown, not its brim. Storing your hat on your brim for a long period of time will put pressure on the brim causing it to change from its original shape.
HANG IT ON THE WALL:
You can hang your hat on a nail on the wall, but we suggest covering the tip of the nail with a foam ball, so that the sharp tip of the nail does not damage your hat.
STORE IT IN A HAT BOX:
This is our suggested recommendation for storage. The boxes that we ship our hats in are designed with a protective ring that will support the brim of the hat evenly and allow the crown to be suspended, so the shape will maintain over time. Store the box in a cool dry place. Wool hats can be stored in plastic bags to protect them from dirt and dust. We strongly recommend that you do not put our Panama straw hats in a plastic bag, the lack of air dries the straw out and can cause it to break. Our hats are made from natural materials and can change color and shape if exposed to long periods of heat and moisture.
Do not store your hat in your car, the exposure to prolonged sunlight and heat will discolor and distort the shape.
How do I keep my hat clean?
If your hat needs a little tune-up, take a soft bristled brush or lint roller to clean off hair or dust. When using a soft bristled brush, brush in small circular motions.
You may wipe small spots with a slightly damp white cloth. Do not use a cloth with dye, as the dye may transfer to the hat. For a small stain on felt hats, we recommend using a felt sponge to clean the spot.
For more severe stains, we suggest taking your hat to a local hat repair shop to professionally clean it.
If your wool hat gets wet, allow it to dry naturally, do not blow dry it. Avoid getting our Panama hats wet, the natural fibers will expand and distort the shape.
Our Panama hats are naturally dyed and the color will evolve. This is not a defect, but instead an intention of the design. We use a brisa braid that is woven on a bias, as the colors start to evolve, they will form a unique patterned patina that adds character to your Panama hats.
What can I do if my hat gets slightly wet?
WOOL:
For wet spots, we suggest using a dry bristled brush to try and buff out the surface mark. If the dry brush method doesn’t work or your hat has significant water damage, we recommend a professional hat service. Please contact us directly by email.
STRAW:
If your straw hat gets wet, we recommend removing excess moisture with a clean towel or cloth. Let the hat dry naturally without applying any heated drying tools. To make sure the brim dries flat, you can apply weight to the brim on a flat surface using books, or other flat objects.
How do I pack my hat?
Learn how to properly pack our packable straw hats - our most innovative design yet. We created this straw with an incredibly durable fiber at its core. You can roll and pack it for up to 1 day and it will return to its pristine condition whether you're traveling to the beach, abroad, or out for lunch.
TIPS
When packing your hat into your luggage or bag, it is important to note a few things before. Here are a few tips from our team to help ensure your hat stays protected during travel. These tips can also be applied to non-packable Janessa Leoné hats.
1. Surround your hat with clothing or other soft fiber items to avoid any damage to the hat such as tears or punctures from sharp objects. Do not place any heavy objects on top of the hat that will force too much pressure.
2. Beware of products that might spill while traveling, keep these items away from your packable straw hat. Products such as oils and lotions may ruin the straw. We recommend keeping these types of products in a plastic bag.
3. Make sure your hat is completely dry before packing it away. If wet, the hat may dry while folded and won’t be able to properly return to its original shape. This includes packing wet items around or nearby the hat. It is also important to note that if you are traveling from a humid place, the hat should not be packed away in your luggage, the humidity gets trapped in your suitcase causing moisture that will permanently deform the hat. Instead, take the hat on the plane with you and place it in the overhead bin. Just don’t forget it :)
4. Do not store your packable straw hat in a plastic bag. The plastic bag will cause the straw to dry out and can cause cracking to the crown or brim.
For more details read this page here.
Do you have other payment options?
Klarna is a service that offers you the ability to make purchases now and pay for them in four installments. The first payment is taken when the order is processed and the remaining 3 are automatically taken every two weeks without any interest.
How do I use Klarna?
Depending on your eligibility, this option will be shown to you at checkout as a payment option. The first installment is taken when the order is processed and the remaining 3 installments are automatically taken every two weeks.
If you have any questions regarding payment or eligibility, please contact Klarna’s customer support.
Do you have an affiliate program?
To apply to become a Janessa Leone affiliate, email with your website URL or social page. Janessa Leone will review your application and respond with information on how to join our affiliate program.
