Terms of service

Seller

Firkin Jelly, trading name of JE LLC, a free zone company established at Sharjah Media City (Shams Free Zone), Al Bataeh, Sharjah, United Arab Emirates. Contact: support@firkinjelly.com.

Purpose and acceptance

These terms govern the sale of the products offered on firkinjelly.com to consumers. They are accessible from every page of the site and from the footer of the checkout process, together with the refund and return policy and the shipping policy, before any order is confirmed. By confirming your order and proceeding to payment, you declare that you have read them and accept them without reservation. Every order is time-stamped and archived together with the version of these terms in force on the date it was confirmed; that version will be provided to you on request. These terms do not affect the mandatory consumer protection provisions in force in your country of residence.

Products

Our bags and charms are presented with the greatest care, supported by photographs and descriptions. Slight variations in shade may appear from one screen to another. If the product you receive does not match its description, write to us: we take the item back at our expense.

Prices

Prices are shown in the currency of your country, inclusive of any applicable taxes. Delivery costs are indicated before the final confirmation of the order. The applicable price is the one displayed at the time of the order.

Order

The order is confirmed upon receipt of payment and of the confirmation e-mail, which summarises the products, the price and the delivery address. We reserve the right to cancel or refuse an order in the event of a previous payment dispute, suspected fraud, or an obvious pricing error; in such a case, you are refunded in full and without delay.

Payment

Payment is made using the secure solutions offered at the time of the order. Payment data is processed directly by the payment provider; we have no access to it and do not store it.

Delivery and proof of receipt

The arrangements, times and costs are set out in our Shipping policy. Every order is dispatched with a named tracking number. A delivery confirmed by the carrier to the address you provided constitutes receipt of the order. An incomplete or incorrect address that you have given us is your responsibility.

Checking on receipt — 48 hours

We invite you to check your parcel as soon as you receive it. Any damaged or incomplete parcel, or any non-conforming product, must be reported to us at support@firkinjelly.com within 48 hours of delivery, attaching photographs of the defect, of the whole bag and of the shipping label, together with an unboxing video where you have one.

This period allows us to bring a claim against the carrier, which is no longer admissible after that point. After this period, your request is still examined under the legal guarantees, on the basis of the material available.

Appearance, materials and photographs

Our photographs are taken in a studio and are not contractual: they illustrate the product, but the shade perceived varies from one screen to another, and slight differences in tone or gloss between two items are inherent in the materials used.

Our Jelly bags are made from jelly-effect PVC, coloured throughout. Our Jelly Élan bags are made of genuine grained leather: leather is a living material, whose grain, veining and shades vary from one piece to another.

On opening, a smell may be released: it comes from the sealed packaging needed for transport and disperses within a few hours in the open air.

Your bag also travels protected and compressed: it may show transport creases when it comes out of the box. Fill it with paper or fabric for twenty-four hours and it regains its original shape.

These characteristics are inherent in the materials and the packaging; they do not constitute a defect in the product.

Customs and import taxes

Depending on the destination country, customs duties or local taxes may apply on entry into the territory. They remain the responsibility of the recipient and are not included in the price shown.

Right of withdrawal

You have 14 days from receipt of your order to withdraw, without having to give a reason. The conditions, the applicable scale of diminished value, the return arrangements and the refund times are set out in detail in our Refund and return policy, which forms an integral part of these terms. Return costs are at our expense.

Legal guarantees

Independently of any commercial guarantee, you benefit from the legal guarantees provided by the law of your country of residence, in particular, for French consumers, the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).

Under the legal guarantee of conformity, you have two years from delivery of the goods to bring a claim; you may choose between repair and replacement, subject to the cost conditions laid down by law, and you are exempt from proving the lack of conformity during the twenty-four months following delivery.

To invoke these guarantees, write to us at support@firkinjelly.com, stating your order number and attaching photographs.

Firkin Jelly commercial guarantee

We also cover any manufacturing defect. If your item has one, we promptly offer you a replacement or a refund, at no cost to you. This guarantee covers neither normal wear and tear nor damage resulting from improper use. It is in addition to the legal guarantees and does not replace them.

Customer service: we are reachable every day

Our customer service replies at support@firkinjelly.com within 24 to 48 hours, seven days a week, including weekends and public holidays. Every exchange is recorded and time-stamped.

No problem is left unresolved: a late parcel, a damaged product, the wrong colour, a doubt about an order — write to us and we will find a way out, including replacement or refund.

Payment dispute: contact us first

If you experience a difficulty with your order, you undertake to contact us at support@firkinjelly.com before initiating a dispute with your bank or card issuer. We undertake in return to reply to you within 48 hours and to handle your request in good faith.

This prior step is in your interest: a bank dispute takes several weeks, whereas a direct exchange with us is settled within a few hours. Payment networks moreover expect the cardholder to have attempted to resolve the disagreement with the seller before any dispute.

Any dispute concerning a delivered order and raised without having contacted us beforehand will be met with a documented response to the body concerned: proof of delivery to the address provided, named tracking number, terms accepted at the time of the order, history of exchanges and absence of any approach to our customer service.

This clause does not deprive you of any of your rights: it organises the order of the steps, in the interest of both parties.

Parcel marked delivered but not received

If the tracking shows a delivery you have not received, write to us within 72 hours of the parcel changing to “delivered” status. Before that, check with the other people in your household, your neighbours, your caretaker or the pick-up point indicated: the vast majority of parcels reported missing are found there.

To bring a claim, the carrier requires a sworn statement of non-receipt, dated and signed by your own hand, stating your surname and first name, the delivery address, the order number and the tracking number. We send you the template: your signed return allows us to open the investigation and assert your rights with the carrier.

The investigation generally takes ten to twenty-one days. At its conclusion, if non-delivery is established, we re-send your order or refund it in full, as you prefer. The material gathered from the carrier — proof of delivery, GPS coordinates, signature or photograph of the drop-off — is provided to you.

Liability

We cannot be held liable in the event of improper use of the products, nor for transit incidents attributable to the carrier or to the customs authorities. No clause of these terms limits the rights the law grants you as a consumer.

Personal data

The data collected in connection with your order is processed in accordance with our Privacy Policy, which sets out your rights and how to exercise them.

Applicable law and dispute resolution

These terms are governed by the law applicable at the seller's registered office, without this depriving you of the protection afforded to you by the mandatory provisions of the law of your country of habitual residence. Failing an amicable agreement, you retain the right to bring the matter before the competent court of your place of residence.

Contact

Firkin Jelly — JE LLC — Sharjah Media City (Shams Free Zone), Al Bataeh, Sharjah, United Arab Emirates — support@firkinjelly.com

Customer service: availability and rules of exchange

Our customer service can be reached at support@firkinjelly.com seven days a week, weekends and public holidays included, with a usual reply time of 24 to 48 hours, extended to 72 hours during busy periods. This availability concerns only exchanges with our team: order preparation and dispatch take place on business days, Monday to Friday, our fulfilment centre being closed at weekends and on public holidays. The two timeframes are separate and are not to be confused.

Requests are handled in the order in which they are received. So that every file is dealt with fairly, you undertake to open only one file per request and to continue the exchange within the existing conversation. Sending repeated messages about a request that is already open, or duplicating the same request across several channels (e-mail, instant messaging, social media), does not speed up its handling: duplicate files are merged and examined as of the date of the first message received.

Mutual respect and misuse of customer service

Our team replies to every customer every day of the year. In return, exchanges must remain courteous. The following are not accepted: insults, aggressive, offensive or discriminatory language; threats, in particular threats of a chargeback, of public disparagement, of negative reviews or of posts intended to harm our reputation with a view to obtaining a refund or a commercial gesture to which you are not entitled; and the mass or repeated sending of messages that has the effect of overwhelming our customer service.

Faced with such conduct, we reserve the right to restrict exchanges to writing alone and to a single point of contact, to stop replying to messages falling outside the scope of the file, to close the comments or private messages concerned on our social media, and to refuse any further order. These measures are proportionate and do not deprive you of any legal right: your file remains under examination and you receive a reasoned written reply within the times stated.

All exchanges, including messages containing threats or insulting remarks, are retained and may be produced to our payment provider, to the issuing bank in the context of a dispute, or before any court hearing the matter. A refund obtained or claimed under duress, threat or reputational blackmail has no effect on the extent of your rights, which remain those provided for by these terms and by law.

Language of these terms

These terms are drafted in French. They may be translated into other languages for your reading convenience. In the event of a divergence of interpretation between the French version and a translated version, the French version prevails.

Evidence and retention of case material

The computerised records kept in our systems and in those of our payment and transport providers, under reasonable security conditions, are regarded as proof of the communications, orders, payments and deliveries between the parties.

The following in particular are archived and may be produced in the event of a dispute: the time stamp of the order and the payment, the delivery address as you entered it, the entirety of the exchanges with our customer service, the carrier's tracking information, the proof of delivery and, where they exist, the GPS coordinates, the signature or the photograph of the drop-off. This material may be provided to our payment provider, to the issuing bank in the context of a payment dispute, to the carrier in the context of an investigation, and to any court hearing the matter.

Version of 19 September 2026. This version applies to orders confirmed from that date onwards. The version in force on the date of your order is archived and will be provided to you on request at support@firkinjelly.com.