The most efficient way to contact us is by replying to our order confirmation email, as it allows us to quickly identify your Order ID. Alternatively, you can use the contact form available in our CONTACT section. When reaching out to us, kindly include your Order ID in the subject line. We strongly advise against using social media to address order-related issues, as our social media specialist is not responsible for the administrative aspect, which may result in delays.

Yes, we can add items to your order provided that you reach out to us within 1-2 business days from placing your order. Please email us at contact@jeaninarat.com mentioning your Order ID and we will be happy to assist you.

Because we consider that we are a small business and in order to avoid waste, we print most of our products on demand. Which means that most likely your products will be printed according to your preferences once we receive your order. This may take 3-5 working days.

We’ll do our best to ship your order in the same day. For destinations within Romania, you’ll receive your order in about 48h. During the busy periods (holidays, etc.), the delivery can take up to 3-5 working days, depending on courier schedule. For deliveries outside Romania, please consider that the transit time is longer and delivery might take up to 5-7 working days.

If you place your order before 12:00 PM and the ordered product is on stock, we’ll do our best to ship the same day and if the delivery address is in a city from Romania, you’ll receive your order within 24-48h.

If for any reason you are not satisfied with your purchase, we are happy to offer a full refund on products within 14 days of receiving the product. Returned products must have their original tags attached and have no signs of deterioration. If it has been more than 14 days since your received your order, unfortunately we cannot offer you a refund. If you receive a product from us that is damaged, please email us at contact@jeaninarat.com.

Please note that all shipping costs – initial, as well as return – will be the customer’s responsibility. Return shipping labels are not provided by Jeanina Rat Shop and you will need to prepare the delivery and schedule a collection with your local courier. Your return shipping fee is not refundable, unless we decide so, based on the information you provided as the reason for your return, which will be reviewed individually. Orders outside of the EU may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

If, for any reason, you want to make a return please email us at contact@jeaninarat.com with the article(s) you want to return and your Order ID and we will provide you with return instructions.

Once the returned products reach us, we will process your refund within 14 days. All refunds will be applied to the original payment, if paid by card. If the order was paid with cash on delivery, you will have to send us your bank details so we can transfer you the owed amount. If you have not received a refund within 14 days, please let us know and/or contact your credit card company or bank, as it may take 5-10 business days before your refund is processed. If you have done the above and still have not received your refund, please contact us at contact@jeaninarat.com

Yes, we can make something especially for you, but only if the resulting product is in harmony with artist standards. For more information, please email us at contact@jeaninarat.com with your request and we will be happy to assist you.