Journelle

Journelle Return PolicyJournelle-Return-Policy

To put it simply: We want you to love your new lingerie. If for some reason you don’t love it, don’t fret, most items may be returned within 30 days of receipt. There will even be a pre-paid return shipping label included with your domestic shipment. Contact us here if you have any questions about the return or exchange process.

We know firsthand how difficult it can be to get sizing exactly right—especially when doing it remotely. Contact us for a personalized fit consultation, or even just to talk about what you didn’t like about what you ordered—and what you were looking for—we’d love to help you find the perfect piece(s). We’ll gladly help you find another size or style, or refund your purchase altogether, as long as your order adheres to the below return policy.
To be eligible for returns, please note the following criteria:

  • Purchased less than 30 days ago
  • Have not been WORN, ALTERED OR WASHED
  • Remains in original packaging with all tags and liners attached
  • Must have original receipt
  • Underwear has been tried on over your own
  • Must not be a sale item, personal product, hosiery, adhesive product or body care product

PRICE ADJUSTMENTS

Journelle gladly honors a one-time price adjustment on full-price merchandise within seven days of the retail purchase or web order ship date if accompanied by the original receipt. Items not purchased at the full price are ineligible for price adjustments. We only offer price adjustments for items that get marked down on sale, and not for items that require a promotion code/discount for the purchase. Contact us here if you would like to inquire about a possible adjustment.

FINAL SALE ITEMS

Sale items (items that are already marked down on the site) are completely FINAL SALE and not eligible for refunds or store credit. Items purchased at less than full price using a promotion or coupon code may be returned for a refund or store credit. Promotions or coupon codes are not valid on “Sale” items unless explicitly stated otherwise.

HOW TO RETURN

Start by filling out the Journelle Return Form enclosed with your order. Please indicate whether you’d like a store credit or refund. If you would like to exchange for a different color, size, or style, we recommend placing an entirely new order (you will get your new items faster this way, we promise!) and we will refund you for your return when we receive it back. Items purchased with a store credit or gift card will be refunded to a new gift card. If you have purchased items using a discount code or promotion, we’re happy to honor the same code again for a one-time even exchange (new color or size in the same item). For your convenience, you are also welcome to return your online order in one of our physical stores.
Please get in touch with our Customer Care team here or at (888) 885-6876 M-F 10 AM-6 PM EST if you would like to get an exchange started, need a new a prepaid shipping label, or have additional questions!

Please note:

  • Shipping and handling charges on your original order are not refundable, unless there was a shipping error on our part.
  • Items should be returned in their original packaging to ensure that the items are adequately protected during transit back to us.
  • Upon receipt of your return, please allow up to 10 business days for your return to be processed and posted. We’ll notify you via e-mail of your refund or store credit once it is completed!

GIFT RETURNS

If you have received an item as a gift and need to return it, our standard return policy still applies. Returns will be processed in the form of a store credit for the full amount of the gift or we will refund the amount to the original purchaser.

All gifts should include a gift receipt and gifts purchased online should include our standard return form, as well as a return label to send the order back to us. When we receive it back from you we will process the credit for you and email you with instructions regarding how to redeem the credit online or in-store.

LATE RETURNS

To be eligible for a refund, your return must be postmarked within 30 days of receipt. Late returns will be accepted solely at the discretion of Journelle.

DAMAGED, FAULTY AND MIS-REPRESENTED ITEMS

We do our absolute best to represent our lovely delicates online as accurately as possible, and we know that occasionally colors or fabrics may look a bit different in person. All computer monitors can vary, and please know that we make every effort to display the products as true to form as possible. Please get in touch with us immediately if we can help you out with a return. If you feel we’ve sent you a faulty item, please contact us as soon as possible. We may ask you to return it to us so that we can investigate the defect before contacting you again so we can agree on the best solution. Please note that Journelle does not consider items damaged as a result of normal wear and tear as “damaged” or “faulty” and eligible for a return.

For more information visit Journelle

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