FAQs

Delivery & Shipping
Where can I try them on?

In the comfort of your own home, since we operate 100% online.

We also don’t wholesale our exclusive products to major retailers.

Customers are unable to pick-up orders, purchase directly or drop off returns to our warehouse.

However, we offer free shipping in Australia and New Zealand on orders above $200 and dispatch within one business day.

We also offer free shipping on exchanges and full product refunds. Please refer to our returns page for details.

Hundreds of our customers have kindly left Google Reviews, TrustPilot Reviews and Product Reviews for you to read. We also have hundreds of Verified Customer Reviews on our website.

You may have visited one of our previous store locations or seen our ad on a recent flight.

What's the cost for shipping within Australia?

For orders above $200, we offer free shipping and returns.

To calculate shipping rates/speeds, please add your products to the checkout.

Shipping rates/speeds are calculated once you have entered your address.

What's the cost for shipping to New Zealand?

For orders above $200, we offer free shipping.

To calculate shipping rates/speeds, please add your products to the checkout.

Shipping rates/speeds are calculated once you have entered your address.

IMPORTANT: International orders may be subjected to import taxes, custom duties and fees levied by the Customs authorities. Additional charges for customs clearance are borne by the customer as we have no control over these charges and can’t predict what they may be. When customs clearance procedures are required, it may cause delays beyond our original delivery estimates.

What's the cost for international shipping?

To calculate shipping rates/speeds, please add your products to the checkout.

Shipping rates/speeds are calculated once you have entered your address.

IMPORTANT: International orders may be subjected to import taxes, custom duties and fees levied by the Customs authorities. Additional charges for customs clearance are borne by the customer as we have no control over these charges and can’t predict what they may be. When customs clearance procedures are required, it may cause delays beyond our original delivery estimates.

How long does shipping take?

To calculate shipping rates/speeds, please add your products to the checkout.

Shipping rates/speeds are calculated once you have entered your address.

IMPORTANT: International orders may be subjected to import taxes, custom duties and fees levied by the Customs authorities. Additional charges for customs clearance are borne by the customer as we have no control over these charges and can’t predict what they may be. When customs clearance procedures are required, it may cause delays beyond our original delivery estimates.

How quickly do you dispatch orders?

All orders are dispatched from our Melbourne warehouse within one business day, provided your order is placed before 10pm AEST the previous night.

Which shipping company do you use?

We use Australia Post for dispatching all parcels.

All parcels are tracked and require a signature upon delivery.

I need to change the details of my order. How do I do this?

Please reply to your confirmation email order with your changes.

If your order hasn’t been dispatched, your changes will be accepted.

If your order has already been dispatched, we won’t be able to make changes.

For your privacy, we cannot make changes to your order over the phone or via live chat.

Do you package discreetly?

Yes. All parcels are packaged discreetly with no indication of the contents.

How do I track the delivery of my order?

Once your parcel has been dispatched, your tracking number will be emailed to you via Australia Post within one business day.

Please note that our company name is JENNEN Pty Ltd.

‘JENNEN Shoes’ will not be mentioned on the tracking notification email.

Track your parcel on the Australia Post website.

Do I need to be home for my delivery?

No. If you’re not home, a calling card will be left and you can pick up your parcel from your local post office.

If you don’t receive a calling card within the expected time frame, please call or visit your local post office as they may be holding your parcel.

Otherwise, choose a work address where someone can receive the parcel and sign for it.

Can the courier call me when he or she arrives?

Unfortunately not. If they can’t find you at the address, they’ll deliver the parcel to your local post office for you to pick up.

Can you deliver to my local post office so I can pick up from there?

Yes, but only if you have a PO Box.

If you don’t have a PO Box, choose an address where you or someone will be available to receive the parcel and sign for it.

If you’re not available, the parcel will be delivered to your local post office for collection.

Can you deliver outside business hours or weekends?

Unfortunately, Australia Post can only deliver during business hours.

What if the delivery status shows as an unsuccessful delivery?

If the package cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (incorrect shipping address, absent receiver, unpaid custom duties) or if the customer refuses to collect the package, the package will be returned to the sender (JENNEN PTY LTD) at the customers expense. The expense includes shipping costs and any duty and tax the package may have incurred; The return to sender fee is $11.90 within Australia and $20 for international countries. This amount will be deducted from the total of the order to be refunded

Exchanges & Refunds
How do I get an exchange?

Please refer to our returns page to process your exchange.

How do I get a refund?

Please refer to our returns page to process your refund.

How long will it take to receive my refund?

Once your return is received, your refund will be processed within one business day.

Depending on your financial institution, it can take up to five business days to appear in your account.

How long will it take to receive my exchange?

Once your return is received, your exchange will be processed within one business day.

If you’re in a hurry, return your shoes for a refund and place a new order online now.

Once your return is received, your refund will be processed within one business day.

Refunds & Complimentary Items

All complimentary items included with an order must be returned in brand new condition to receive a full refund.

If complimentary items are not returned, the price of the items are deducted from the total refund amount.

Restocking Fee

A $10 restocking fee will be charged for shoes not returned in their original shoebox.

Discounts & Exchanges

If you receive a discount on your original order during a sale period and request an exchange after the sale period has ended, the same discount will apply as long as the item you’re exchanging for was on sale during the sale period.

Can store credit or coupon codes be refunded?

No. Store credit and coupon codes cannot be refunded.

Can I get a refund if I use store credit?

Store credits cannot be refunded. If a purchase was made using store credit, the only return option available is a product exchange.

Help with Sizing
What size should I order?

If you’ve previously purchased JENNEN Shoes, select the same size.

Check the inside of your current JENNEN Shoes for the size information (37-46). This is displayed under the tongue or along the side.

If you don’t know your shoe size and haven’t previously purchased from us, use our size guide and have someone measure the length of your feet without socks on.

We don’t recommend measuring your own feet, as it’s much harder to be accurate.

Though this has helped many customers choose their right size, we can’t guarantee that it will work perfectly for everyone.

Alternatively, order two different sizes and return one for a refund.

Are your sizes the same as regular shoe brands?

If you already know your shoe size in another brand, then select the same size JENNEN Shoes.

All brands have slightly different sizing, but it’s a good place to start.

Can I wear orthotics in JENNEN Shoes?

Orthotics that are less than 2cm thick should fit into JENNEN Shoes.

Ensure your shoes are one size larger to accommodate your orthotics.

If your orthotics have a high arch, ensure your shoes are two sizes larger.

Orthotics fit best in our boots, due to having a high back.

An alternative to orthotics are our 1.6cm Ezylift Insoles, which provide arch support and have been recommended by many doctors, osteopaths and podiatrists.

If inserting 1.6cm Ezylift Insoles into your JENNEN Shoes, ensure your shoes are one size larger to accommodate for the insoles.

We don’t recommend inserting orthotics or Ezylift Insoles into slip-on shoe designs, as this may cause your heels to slip out.

The shoes I ordered are a little tight. Will they stretch?

Yes, all JENNEN Shoes will stretch and soften after a few weeks of wear.

If the shoes are a little tight, try wearing thinner socks to begin with.

New shoes should feel snug but not uncomfortably tight.

If you think you’ll get blisters because they’re too tight, best to exchange them for a larger size.

If you’ve already worn the shoes and therefore can’t exchange them, stuff each shoe tightly with crumpled damp newspaper. Leave them to dry but out of direct sunlight. This will soften and stretch the leather within a few days.

The shoes I ordered are a little big. What options do I have?

Try wearing thicker socks to fill out the space. You’d be surprised how much difference a pair of socks can make.

Otherwise, try inserting our Ezylift Insoles into your JENNEN Shoes. This will help fill the space and provide extra height and cushioning.

Otherwise, it’s easy to exchange them for a smaller size.

Billing & Payments
What payment methods do you offer?

We offer Visa, Mastercard, American Express, PayPal, AfterPay, Google Pay and Apple Pay through Shopify Payments.

AfterPay is only available for Australian and New Zealand customers.

Unfortunately, we don’t offer lay-by or payments in instalments.

For security reasons, payments cannot be made over the phone.

How do I use a discount coupon code?

After entering your delivery address details on the checkout page, you’ll notice a discount code text box where you’ll be able to enter your coupon code. Then click ‘APPLY’.

The discount will automatically be applied to your transaction.

Only one discount coupon can be applied per transaction.

Why isn't my discount coupon code working?

Coupon codes are case sensitive, so be sure to copy them exactly.

Most coupon codes have an expiry date or can only be used once.

I forgot to use my coupon code. Can you add it to the order I just placed?

Once your order has been received, we can’t backdate a coupon code. However, you can use it when you next order.

Guarantee & Warranty
What if I don't like JENNEN Shoes?

We want you to love your JENNEN Shoes.

If you’re not satisfied for any reason, return them within 30 days in brand new condition and we’ll issue you a refund.

Please refer to our returns page.

Do your products come with a warranty or guarantee?

Yes. All JENNEN Shoes come with a 90-day replacement warranty.

If your shoes fall apart due to a manufacturing fault, we’ll replace your JENNEN Shoes for free!

How do I make a warranty claim?

Email hi@jennenshoes.com.au with the following details:

  • Your full name
  • Order number
  • Date of purchase
  • Description of fault(s)

Clear photos of your shoes from the following angles:

  • One photo with both shoes together from above.
  • One photo of both outsoles.
  • One photo of the inside of the shoe that shows the model name and size.
  • One photo of the fault described.

We’ll endeavour to resolve your warranty claim within five business days.

About Our Shoes
How do JENNEN Shoes work?

JENNEN Shoes are designed to add 4-10cm to your height without compromising style or comfort.

For more information, read: How It Works.

Do JENNEN Shoes look normal?

Yes. JENNEN Shoes are cleverly designed to give men and women a boost without looking bulky.

Be sure to read: How It Works.

How thick is the visible outsole of JENNEN Shoes?

Designs that offer a height-increase of 8cm or less, have a visible outsole thickness of 2-2.5cm, depending on the style.

Designs that offer more than 8cm have a visible outsole thickness of 3-3.5cm.

I measured myself before and after. Why is the height-increase slightly less than advertised?

Depending on your weight, the top layer of cushioning will compress slightly for comfort.

The amount it compresses won’t increase with use, but the average compression is 1cm.

It’s all about finding a balance between comfort and elevation.

If you’re not happy, just return your JENNEN Shoes in brand new condition for a refund or exchange within 30 days of receiving your shoes.

I haven't worn elevator shoes before. What do you recommend?

While all JENNEN Shoes provide cushioning and support, the most comfortable are our men’s casual range.

Since most women are used to wearing high heels, you’ll find all our women’s range super-comfortable!

We recommend practising walking in them around the house for short durations before wearing in them all day.

How often do you design new styles?

We design and introduce new styles every season.

Join our VIP mailing list and be the first to know when new designs arrive.

Do you have women's shoes?
How can I add more height to JENNEN Shoes?

Try our 1.2cm or 1.6cm Ezylift insoles. These can be inserted into JENNEN Shoes for extra height and cushioning.

We don’t recommend inserting Ezylift insoles into slip-on shoe designs, as this may cause your heels to slip out.

How can I add height to my regular shoes?

Try our 1.2cm or 1.6cm Ezylift insoles.

These can be inserted into any regular shoes for extra height and cushioning.

Your shoes must have a little extra space for these to fit inside.

If your shoes are already tight, you won’t be able to fit them in.

Regular shoes can’t be converted into elevator shoes.

About Ezylift™ Insoles
What are Ezylift™ insoles?

Ezylift™ insoles are soft insoles that can be inserted into normal shoes or JENNEN Shoes for extra height. They can be cut to fit inside any shoes and are available in two thicknesses: 1.2cm and 1.6cm. The 1.6cm Ezylift™ insoles feature arch support and have been recommended by doctors, osteopaths, podiatrists and physiotherapists.

What are they made from?

Ezylift™ insoles are made from safe and durable polyurethane.

Will they compress over time?

No. Ezylift™ insoles won’t compress over time.

Are they soft or hard?

Ezylift™ insoles are soft and comfortable.

They not only provide additional height to JENNEN Shoes or normal shoes, but they also add cushioning and support.

Can they be easily removed and transferred?

Yes. They are easy to transfer from one pair of shoes to another.

You can also save time by purchasing a pair of Ezylift™ insoles for all your shoes.

Why don't you sell thicker insoles?

We used to design thicker shoe lifts, but we quickly noticed that customers could not fit them into their regular shoes.

They usually caused the wearer’s heels to slip out or made the shoes uncomfortably tight.

So be careful of websites that sell shoe lifts that claim to offer more height than 1.6cm.

If you’d like more height than 1.6cm, try our elevator shoes. Read our article about shoe lifts.

Can the insoles be washed?

We don’t recommend washing them, as the top fabric layer can peel off.

Can I only buy them as a pair?

Yes. Ezylift™ insoles are sold as a pair.

What if the insoles are too big for my shoes?

Ezylift™ insoles are easy to trim with scissors to fit your shoes.

Quality, Manufacture & Materials
Are JENNEN Shoes heavy?

No. JENNEN Shoes are designed to be lightweight without compromising durability.

Depending on the style and size, a JENNEN shoe weighs between 0.4kg and 0.9kg, which is similar to regular, well-made shoe.

Will the built-up insoles compress over time?

No. Both our in-built insoles and Ezylift insoles won’t compress over time.

Where are JENNEN Shoes made?

We design our shoes in Melbourne and manufacture them in China.

All our shoes undergo rigorous quality control and are built to last.

What kind of leather do you use?

For our shoes made with leather, we use only premium grade cow leather.

What are the outsoles made from?

We use rubber outsoles as they are more durable than leather and wood.

They also provide more grip and are quiet when walking.

Do you have shoes with leather outsoles?

No. Leather outsoles don’t provide enough grip when walking, plus they wear out very quickly. As a result, we only use rubber outsoles. Sorry dancers!

What are the built-up insoles made from?

The built-up insoles inside JENNEN Shoes are made from polyurethane and won’t compress over time.

What are your vegan-friendly shoes made from?

Our non-leather shoes are made from canvas, microfibre or fabric uppers, depending on the style. The styles that mimic leather are made from microfibre. All our vegan shoes are soft, durable and comfortable to wear.

Are the built-in height-increase insoles removable?

No. They are glued down. It’s pointless to remove them anyway, since they are too thick to fit into regular shoes.

How long should JENNEN Shoes last?

If you’re wearing them everyday, a well-made pair of shoes should last over a year.

The height-increase shouldn’t diminish either, as we use high quality polyurethane shoe lifts.

Apply leather conditioner and polish regularly to preserve and protect the leather.

You can also prevent the heels from wearing out by not digging the back of the heels into the ground with each stride.

Can the outsoles be resoled?

Yes. The back of the outsoles are usually the first place for any shoes to wear out. Take your JENNEN Shoes to your local cobbler or shoes repairer, and they’ll resole them for you for around $80 a pair. Unfortunately, we do not provide repair services ourselves.

Can you make custom shoes?

We don’t make custom shoes, but we do have over 100 designer styles to select from.

JENNEN Rewards
How do I sign up?

It’s fast and simple. Clicks here to create an account and earn 1000 reward points immediately.

Please note that creating an account and signing up to our newsletter are separate.

If you create an account, you can opt out of receiving our newsletter. You can also sign up to our newsletter without creating an account.

Is it free to join?

Absolutely. There is no cost to join.

Can I earn reward points without creating an account?

Yes. All customers, including guest checkouts, will be able to earn points and refer friends.

In order to redeem points, customers must create a store account.

How do I check my points balance?

Click here to login to your account. If you don’t have an account, sign up here.

Will my reward points expire if I don't use them?

Yes. Reward points expire 365 days after the issue date.

But don’t worry, we’ll send you a few reminder emails before they expire.

Can I transfer my reward points to another account?

No. However, you can redeem your points for a coupon code and gift it to somebody else.

Coupon codes issued through JENNEN Rewards expire after 365 days.

How do I earn points?

You’ll earn 5 points for every $1 spent at our store.

Click here to login to your JENNEN Rewards account.

Can I use more than one coupon code towards a purchase?

No. Only one coupon code can be used per transaction.

Can I redeem my points for cash?

No. Points can only be redeemed for coupon codes towards future purchases.

Do I earn points on GST and shipping costs?

No. Points are not earned on GST and shipping costs.

If I return my shoes for a refund, will I lose my points?

Yes. Your points balance will be reduced if a refund is issued.

Will I earn points if I make an exchange for a more expensive product?

Not by default. However, if you contact our friendly customer care team, they’ll be sure to add the points to your account manually.

For example, if the difference is $20, then they can add 100 reward points to your account.

Please ensure you contact our customer care team within 7 days of making your exchange.

How do I add my birthday?

To add your birthday:
1. Make sure you are signed in to your account.
2. Click on ‘Account Details’ and update your date of birth.
3. Click on ‘Save Changes’.

Birthday points are issued as long as it is more than 30 days away.

If you sign up and your birthday is within the next 30 days, you won’t receive the points this year.

If you need to change your date of birth, please contact the website administrator.

More FAQs
I have a leg length discrepancy (LLD). Can you help me?

Yes, we’ve helped many men and women with a leg length discrepancy of up to 3.2cm.

For LLD, we don’t recommend JENNEN Shoes, but we do recommend our Ezylift insoles.

Our Ezylift height-increasing insoles can be inserted into regular shoes for extra height and support.

They come in two thicknesses: 1.2cm and 1.6cm.

For those with a leg length discrepancy of 1.6cm or less, simply insert the Ezylift insole into the shoe of the shorter leg.

For those with a leg length discrepancy of 2.5-3.2cm, we recommend purchasing two pairs of Ezylift insoles and inserting the insoles into the boot of the shorter leg.

Since shoes don’t offer much space inside them, we recommend purchasing these heel lift inserts and testing them inside a new pair of boots when shopping.

You’ll need boots that are 1-2 sizes larger than you normally would wear.

Note: The shoe of the longer leg may feel a little loose, so an option is to purchase two different pairs of shoes (a different size for each foot) or try wearing two pairs of thick socks.

For more information, please read our article on Leg Length Discrepancy.

Do I need to adjust the length of my pants?

Adjusting your pants is not usually necessary.

However, If you’re planning to wear JENNEN Shoes for a special occasion, it’s best to purchase your JENNEN Shoes first, then have your pants tailored accordingly.

Can I exercise in JENNEN Shoes?

While JENNEN Shoes are designed to help our customers increase their height, many customers choose to wear our casual range at the gym and when playing sport.

JENNEN Pty Ltd will not be held liable for any injuries sustained whilst wearing JENNEN Shoes.

What should I do if I feel pain?

Elevator shoes can take a little time to get used to.

We always recommend trying our casual or sports range first, as they are the most comfortable.

Test the shoes only on carpet and don’t crease the leather or uppers.

Practise walking in them for a few minutes at first, and gradually increase the amount of time walking in them.

As long as the shoes are in brand new condition, and not under $99, you can return them for a refund or exchange within 30 days.

How tall is your average male customer?

Our male customers range in height from 4′-6’5 or 121-196cm.

The average height of our male customers is 5’10 or 178cm.

Read our article: Men Under 6′ Feeling Short.

Should I be taller than my bride on our wedding day?

Many brides prefer their grooms to be taller on their wedding day, so they can wear high heels without towering over their grooms.

Read our customer’s article: Bride Too Tall in Heels?

What else can I do to look taller?

Apart from leg length surgery, unfortunately there is nothing you can do to increase your destined height.

Hormone pills, diet and exercises won’t increase your height.

However, there are many ways you can make yourself appear taller.

Read our article: 22 Fashion Tips For Shorter Guys.

Do I need elevator shoes?

There are many benefits of wearing JENNEN Shoes.

Read our article: Why Taller Is Better.

Are elevator shoes a gimmick?

No. JENNEN Shoes have helped over 200,000 men stand taller with greater confidence.

We now also provide women’s elevator shoes, so they can stand taller without the discomfort of high heels.

Read about Celebrities Who Wear Elevator Shoes.

Will elevator shoes permanently increase my height?

No, they won’t permanently increase your height.

Once you take off your JENNEN Shoes, you’ll be 4-10cm shorter.

Who gets the TIP at checkout?

At the checkout page, there is an option to leave a tip. This tip goes directly to the Customer Care Team.

At the end of each year, the total tip amount is split equally amongst the four members of the Care Team.

Thank you for supporting them.

Google Rating
4.9
Based on 457 reviews
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Google Rating
4.9
Based on 457 reviews
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