CUSTOMER SERVICE

Our haircare products are formulated and produced in Sweden. Please read more about our factories here.

Yes. All of our products are vegan, cruelty-free and certified by PETA.

Please note that we only ship Djerf Avenue Beauty to these countries:

• United States

• Canada

• the United Kingdom

• New Zealand

• Australia

• Iceland

• Liechtenstein

• Norway

• Switzerland
  
  All EU-countries

• Austria

• Belgium

• Bulgaria

• Croatia

• Republic of Cyprus

• Czech Republic

• Denmark

• Estonia

• Finland

• France

• Germany

• Greece

• Hungary

• Ireland

• Italy

• Latvia

• Lithuania

• Luxembourg

• Malta

• Netherlands

• Poland

• Portugal

• Romania

• Slovakia

• Slovenia

• Spain

• Sweden

Due to diverse global legislations and strict labeling laws, we regret that we cannot currently ship beauty products worldwide. Ensuring compliance in all markets is a priority for us, requiring significant time and effort.

We are actively exploring responsible ways to expand the countries we ship our beauty products to. To be notified when shipping to your country becomes available, please sign up for our mailing list.

• All beauty products should be used strictly in accordance with their instructions, precautions, and guidelines.

• Always check the ingredient list of the product to avoid potential allergic reactions.

• Beauty products are best stored in a dark and cool place, not exposed to direct sunlight.

• Avoid using your fingers or hands in the beauty formula containers, as this can affect the product and shorten its shelf life.

• Keep containers tightly closed when not in use.

Our products have a shelf life of 3 years (36 months) unopened.

All of our beauty products have a symbol that looks like a can with an open lid on their packaging. This symbol indicates the shelf life of the product from the moment the product is opened, specified in the number of months (e.g., 12m means twelve months).

All Djerf Avenue Beauty products are formulated to be suitable for all hair types.

Please make sure to always check the ingredient list of the product to avoid potential allergic reactions. If you have concerns about an allergy, please consult with a professional healthcare provider before using our products.

Prices are shown and charged in USD.

The currency is determined by your shipping region and the site you are on. Therefore, please make sure you are on the right site by checking the shipping region selector that is in the menu to the right.

If you can't find your local currency, country or shipping region, then please choose the Worldwide option and the orders will be charged in USD.

Once your order has been dispatched from our warehouse, you will receive an email with a tracking number. Please use this to track the transit and see the status of your order.

No, we can't cancel or make any changes in your order once it has been placed and confirmed.

Therefore we kindly ask you to double-check your details before placing your order.

No, we can't make any changes in your order once it has been placed and confirmed.

Therefore we kindly ask you to double-check your details before placing your order.

As of right now, you are on the US site.

Please make sure that you have chosen the correct website to shop from, in the shipping region selector to the top right (desktop) or in the menu to the left, furthest down (mobile).

Please note that you should only choose "USA/ USD", and not the "Worldwide" option if you are located in the United States of America.

The reason for this are the different shipping options and taxes.

We ship all orders from our Canadian and Swedish warehouse.

For the U.S., we offer Fedex Home Delivery and UPS Ground.

USPS Ground Advantage – We only offer USPS for Hawaii and Alaska, and this is the only shipping method available for these states. Therefore, they will have only one shipping option to choose from for now.

Your order delivery will take between 2-8 days, depending on which shipping option you've chosen in the checkout.

We offer free shipping for all orders over 195 USD. If you do not exceed this amount, your shipping cost and options will be displayed at checkout.

If you plan to place an order from our EU warehouse, we recommend you to contact the transportation company directly for more information regarding potential added fees.

As for now, orders shipped from our EU warehouse are duty free. But this might be changed in the future.

Please note that we are not responsible for the calculations and charges of any additional customs fees/taxes charged by the transportation company.

Please read more under "Tax & customs" below.

If your order has not arrived, please look up your tracking number in the shipment confirmation email that was sent out to you. If you still can't locate your order, please email us at contact@djerfavenue.com and we’ll be happy to help.

Yes! Orders placed after November 1st 2024 have the right to return until January 8th 2025.

• Items must be returned within 14 days from receiving the package. The returned items must be unused with the safety tags on and intact within the original packaging to be eligible for return. Items that are used, damaged, soiled or in any way altered, may be rejected and returned back to the customer.

• To make a return, please fill out the return form here. When you have submitted your return form, we will email the shipping instructions to you in a separate email.

• Once we receive your returned item at our warehouse, we conduct a thorough quality control check to ensure its condition. As soon as the item has arrived and passed our quality control, we promptly process your exchange order. This ensures that you receive your desired item in a timely manner, allowing you to enjoy your new purchase as soon as possible. Please note that you will receive an e-mail with a tracking link as soon as your exchange order has been shipped.

• If you order a product that was bought to get a free item and wish to return the purchased item within the 14-day return window, you will also need to return the free item that came with the order. For example, if we offer a product for free like the Dream Scarf, along with the purchase of a Dream item, the Dream Scarf needs to be returned with the Dream item.

• Please note that refunds will be issued to the original payment method and that the return shipping cost is 10 USD.

No, we do not refund the shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company. These costs can therefore not be refunded.

To check when and what item is restocking, please take a look at our Coming Soon Page in our menu. By selecting one of the items that are shown, you may see the date/month in which the product will be either restocking or launching. If there is no date/month on the product page, we do not have a set date just yet.

If an item or a specific size is sold out, you will have the option to sign up to get notified when the product is in stock again.

To get a restock notification for the chosen item, go to the product and tap the sold out size that you are interested in and enter your email address.

Now you will be notified by email if and when any new stock is uploaded to the website.

Choosing a size is unique to everyone. Therefore, we provide handy size guides for each individual product to make the process easier for you.

To find the size guide, go to the product and click on the “Size Guide” link that is located near the size range to get the exact measurements.

If you want to read more about our size guide, please check click here.

If you need further assistance, we are happy to help you at contact@djerfavenue.com.

Our size guides include a photo that demonstrates how and where to measure each garment correctly. Measurements are shown in inches/cm when the garment is laying flat, multiply x 2 to get full measurement all around. 

You are always welcome to get in touch with our Customer Service Team at contact@djerfavenue.com. We are happy to assist you with any inquiries or questions you may have. The working hours of our team are 08:00-17:00 CET and 9AM-5PM, New York. Our team only works Monday-Friday.

To learn how to best care for your garments, please click on the link "Fabric Care" here or in the footer for more information.

Djerf Avenue Re-sell is a resale marketplace where you can buy and sell pre-loved Djerf Avenue products, as part of our resale community. It is powered by a service provider called Archive.

You are purchasing a pre-loved Djerf Avenue product from another customer who has decided to sell it. You can see their name in the listing and they are responsible for packing and shipping the item to you.

No, the Djerf Avenue Re-sell service is not currently available to buyers anywhere outside of the continental US, Hawaii and Alaska. Unfortunately, we cannot ship to AA, AE or AP addresses. But stay tuned, more countries will soon be able to use the Djerf Avenue Re-sell!

Your order will be delivered to you via USPS and you will be notified about your shipments via email.

Once you have received your order, please make sure you are happy with your item. If everything is ok, you can accept the order on your re-sell account or in the email that was sent out to you. If you don’t accept the order within 3 days, the order will get auto-accepted.

If your item does not ship within 6 full business days of purchase, you will have the option to cancel and receive a full refund. If your item never arrives, we will issue you a full refund.

If your item is in a different condition to how it was described in the listing, you have 3 days after receiving your item to request a refund. You can do this by contacting our Djerf Avenue Re-sell customer support team at djerfavenue@archiveresale.co. Please explain the issue and send us a few photos of the item. If we verify that the item has been misrepresented, we will email you a pre-paid shipping label to return it. You have 6 full business days to ship the item to us using the label provided. Once we have received it, you will be issued a full refund.

Please notice, all sales and purchases are final and returns & exchanges are NOT accepted. However, you can always re-list the item for sale. In the event that a seller has misrepresented the item you purchased, you will have 3 days after receiving the item to notify us of the issue and request a refund. If you don't reach out within the 3 days, we can no longer help you with returns and refunds.

Djerf Avenue does not guarantee:

- The existence, quality or authenticity of the items advertised

- The truth or accuracy of sellers’ content or listings on the service

- The ability of sellers to sell items through the service and ship items within required shipping windows

However, your purchases are protected when you shop with Djerf Avenue Re-sell. We will refund you if your item never ships or has been misrepresented by the seller.

State and local sales tax, when applicable, will be charged on items. Sales tax is calculated based on the type of item and the zip code of the buyer and seller.

Please refer to the product size guide available on djerfavenue.com

Djerf Avenue Re-sell allows you to sell any Djerf Avenue items, past or current. We only allow the sale of items that are from our brand.

1. Find your item through our search page

2. Check the condition

3. Add photos of the item

4. Set your price

5. Preview and list

No, not at the moment. The Djerf Avenue Re-sell service is currently only available to sellers of the continental US, Hawaii and Alaska. Unfortunately, we cannot support sellers with AA, AE or AP addresses.

But stay tuned, more countries will soon be able to use the Djerf Avenue Re-sell!

There are two ways to find your item on the search page when you begin listing:

1. By product name. Log in to your Djerf Avenue Re-sell account and view your order history to see the product names of your previously bought items. You can also find this in your email order confirmation or on your physical receipt.

2. By product description. You can search by product category, color or description. If you still can’t find the item you’d like to sell, please contact our customer service team and we’ll give you a hand.

We will give you a price recommendation based on the condition of the item and its original price. You’re welcome to adjust this price.

We accept items of various conditions, as long as the condition and all possible flaws are clearly informed and photographed. We do however not accept items that are in a non-usable condition or has flaws/defect that cannot be fixed.

If you’re selling a piece of clothing, ensure it’s freshly laundered. Give accessories a clean and make sure there’s nothing left in bags or pockets.

Choose packaging that fits the size and shape of your item, while ensuring it’s well protected.

Once your item has sold, you will receive a pre-paid and pre-addressed shipping label via email. Pack your item(s) nicely and attach this label to your package. Drop it in the mailbox or at the nearest US Post Office. Note you can use a USPS box, available for free at any post office. But please ensure you use a Priority Mail box. Priority Mail Express boxes are not allowed. Alternatively, you can schedule a free USPS package pickup.

Once your item sells, you will receive an auto generated email with a pre-paid and pre-addressed shipping label. We recommend that you ship the item within 3 days of receiving this label. If you have not shipped your item within 6 full business days of receiving the label, the buyer will have the option to cancel their purchase.

You will be paid for your item after it sells and has been accepted by the buyer. When USPS tells us the item has been delivered, the buyer has 3 days to accept the item. Once accepted by the buyer, we will release your earnings and you can redeem these in cash or Djerf Avenue store credit.

If you choose to be paid in cash, you will receive 70%* of the sale price of the item. And if you choose Djerf Avenue store credit, you will receive 100% of the sale price in store credit.

*There is a platform fee to cover service and administrative costs. We’ll continue to evaluate the fee and work to reduce it as the program grows.

If you choose Djerf Avenue store credit, it can only be used for purchases directly with Djerf Avenue at djerfavenue.com. This store credit cannot currently be used on the Djerf Avenue Re-sell site.

At the point your item sells, we will email you a pre-addressed USPS Priority Mail shipping label to put on your package. Assuming you use this shipping label and the package is scanned into the USPS tracking system, you will be insured up to a value of $100 if the item gets lost in transit by USPS. When you scan the package at USPS, we will send both you and the buyer an email with the tracking information.

If a buyer reports an issue with their order, we will ask them to upload details and photos for their return request. Our team will carefully review the case and offer a resolution. If you have misrepresented the item, for example by failing to communicate damage, you will not be paid and the item will be returned to you.

Archive is the service provider that handles the development and operation of this marketplace. For more info, please see their website.