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Returns & Refund Policy
To submit your return, please CLICK HERE.
RETURN PROCESS
All returns must be submitted through our official Returns Portal, available on our website.
You have 14 days from delivery date to submit a return through our return portal.
Return requests submitted by email, social media, live chat, or any other method will not be accepted
To be eligible for a return:
- Returns must be requested through the Returns Portal within 14 days of delivery.
- Approved returns must be shipped within 14 days of delivery.
- Customers must follow the instructions provided through the Returns Portal.
- Returns sent without an approved return request may be refused and returned to the customer at their expense.
Once your return request has been reviewed and approved, you will receive further instructions on how to return your item(s).
RETURN SHIPPING
Customers are responsible for return shipping costs unless the item received is faulty or incorrect.
We recommend using a tracked shipping service, as Jaiella is not responsible for returns that are lost, damaged, delayed, or misdelivered during transit.
Customers remain responsible for returned items until they are successfully delivered to our designated return address.
NON-RETURNABLE ITEMS
The following items cannot be returned unless they are faulty:
- Sale items
- Clearance items
- Discounted or promotional purchases
- Final Sale items
- Gift cards
- Free promotional items
- Handmade items
- Made-to-order items
- Accessories
- Hygiene-sensitive products
At Jaiella, we do not offer refunds for change of mind, incorrect size selection, or personal preference. Approved returns will be issued as store credit only for the value of the returned item(s). Store credit will be issued via email and can be used on future purchases.
RETURN ELIGIBILITY
To be eligible for a return and store credit:
- Return requests must be submitted within 14 days of delivery.
- Approved returns must be shipped back within 14 days of delivery.
- Items must be unworn, unwashed, and in their original condition.
- Items must be free from perfume, deodorant, makeup, stains, pet hair, or any other signs of wear.
- Any item returned that does not meet these conditions will not be eligible for store credit.
STORE CREDIT
Once your return has been received and inspected, approved returns will be issued as store credit for the value of the returned item(s).
- Store credit is issued in the currency used at checkout.
- Original shipping charges are non-refundable.
- Store credit cannot be exchanged for cash or refunded to the original payment method.
FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged, incorrect, or not-as-described item, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Clear photos of the item
- Photos of the packaging if applicable
Our team will review the issue and work to resolve it as quickly as possible.
RETURN INSPECTION
All returned items are inspected upon arrival.
Items that do not meet our return requirements will not be eligible for store credit and may be returned to the customer at their expense or otherwise disposed of if return postage is not arranged.
POLICY UPDATES
Jaiella reserves the right to update or modify this Returns Policy at any time. Any changes will take effect immediately upon publication on our website.
For any questions regarding returns, please contact help@jaiella.com.