Customer Care: How Can We Help You?

GIFT REGISTRIES

PLACING AN ORDER

We pride ourselves on having the freshest seasonal fashion merchandise, so occasionally a certain style sells out before the Journelle team can even get our size (we feel your pain). Sometimes, it is possible to get more stock of certain styles. Please e-mail us with any inquiries, and we’ll try our best to get you exactly what you want.
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Sizing is the biggest challenge in purchasing delicates – whether in one of our brick and mortar stores or here on our site. All bras run differently, all brands run differently, and (thank goodness!) all women run differently. Check out our sizing guidelines here, and if you have any questions, don’t hesitate to ask. We’ll be glad to answer any sizing queries and help you curate a list of options per your specifications to help you find the exact right thing.
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Yes, of course. Every Journelle order is packaged in our signature paper with our favorite purple ribbon already, but if you specify in the “gift message” field that you’d like your items gift wrapped we will remove the prices from your items, include a gift receipt with whatever message you include, and put it in a pretty box. The Journelle girls love nothing more than a getting presents (especially lingerie!), so it makes our day to share the wealth.
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Enter promotional coupon codes in the appropriate field on the first page of checking out.
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Call us at 1-888-885-6876 M-F 10-5, or e-mail us anytime and we’ll get back to you ASAP.
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Journelle’s online inventory reflects what is in stock in our physical stores via a real-time inventory sync. Occasionally, someone with the same excellent taste as you may physically purchase the last one of a certain item in one of our stores at the exact time you are placing your order. You may call it kismet, we’re glad to call it a refund (or we’d love to help you find something else comparable).
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We accept all major credit cards (Visa, Mastercard, American Express and Discover) as well as Paypal. Our secure server software encrypts information, ensuring that Internet transactions stay private and protected. We use Secure Sockets Layer (SSL) technology, considered the gold standard in Internet encryption technology, to protect the security of your credit card information as it is transmitted to us. We don’t save your credit card information for your protection, we’re already privy to your skivvies – we don’t need your banking information.
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SHIPPING

We use UPS, which ships to all 50 United States and over 45 countries internationally. Domestic orders over $100 garner free UPS ground shipping, orders under $100 and those requesting express service will be charged according to the current UPS rates for method and location. Unfortunately we cannot ship to PO Boxes. Journelle also ships internationally via the United States Postal Service to over 45 countries with automatically generated quotes and labels. Please note: Items in your order shipped to countries outside of the US may be subject to taxes, customs duties, and fees levied by the destination country. The recipient of the shipment is the importer of record and responsible for the payment of these import fees. If you have questions about international shipments or shipments to Military APO/FPO addresses, please contact us here.
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We usually ship in stock items within 1-3 business days, excluding holidays. Select shipping methods ship the same day for in-stock orders placed by 12pm EST. All orders are subject to verification.
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This means we have received your order and are readying it to be shipped out to you!
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Our inventory reflects what’s in our physical stores, meaning that occasionally items will be sourced from one or the other or each of our Journelle locations. In an effort to expedite your order, it may come from different locations via separate shipments. You’ll only be charged once for shipping and gift wrapping regardless of whether we have to split your order, and you’ll get your lovely lingerie faster. If you’ve chosen to have your order gift wrapped and your order has to be split, then all separate shipments will be gift wrapped.
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Of course! Once your order is shipped, you will be sent an email confirmation. Your email confirmation will include applicable UPS tracking or postal delivery confirmation information. If your order is coming from separate locations, you will receive a shipping confirmation for each parcel, with the contents and tracking number for each.
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Of course! If you´d like to shop online but would prefer to pick your order up in one of our stores, simply choose "JOURNELLE STORE PICK-UP" as a shipping method during checkout. We'll waive all shipping fees and when your order has been completed we´ll send you an e-mail confirmation to let you know when your order is ready to be picked up at our flagship 3 east 17th st. location.
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Your order is “complete” when it has completed its journey through our system (order placed, processed, pulled, packed, shipped, and confirmed). If your order is “complete” it means you have received a shipping confirmation from us that includes your shipping tracking information. Your goodies are on their way! Contact us here if you want help tracking your package.
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RETURNS

We’ll gladly help you find another size or style, or refund you altogether, as long as they adhere to the below return policy. We know firsthand how difficult it can be to get sizing exactly right – especially when doing it remotely. Contact us here for a personalized fitting 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 exact right thing.
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We want you to love your new lingerie as much as we do. If for some reason you don’t, most items may be returned within 30 days of receipt. There will even be a pre-paid return shipping label included with your order (for domestic orders). Contact us here if you have any questions about the return or exchange process. Unfortunately at this time we are unable to cover international returns.

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




• UNDERWEAR have been tried on over your own

“Sale” items are FINAL SALE. Items purchased at less than full price using a promotion or discount code may be returned for a refund or store credit. Discount codes or promotional codes are not valid on "Sale" items unless explicitly stated otherwise. Please note: shipping and handling charges are not refundable. There are a few items that we do not accept returns on. These include personal products, hosiery, adhesive products and body care.
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Start by filling out the Journelle Return Form enclosed with your order. If you need another copy, here it is. Please indicate whether or not you’d like a store credit or refund. We no longer offer exchanges in the traditional sense, so if you would like to try a different color or size, 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.

Please allow up to ten business days for your return to be processed. We’ll notify you via e-mail of your refund or store credit once we have processed it.

We’ll also gladly send you a return shipping label, free of charge, contact us here to begin the process.
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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.
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If you feel we’ve sent you a faulty item, please get in touch. 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.
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MY ACCOUNT

Oh no! Please contact us here and tell us what’s wrong! We’ll try our best to help you fix it, and if not we’ll gladly help you one-on-one. We know a thing or two about websites, but we know many, many things about lingerie.
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GIFT REGISTRIES

Firstly – congratulations! Maybe you’re getting married, maybe you’re having an anniversary, maybe you just want to celebrate yourself – whatever the case, curating a collection of delicates all for yourself is a lot of fun. We have registries for weddings, bachelorette parties, bridal showers, birthdays, baby showers, hot dates, or just because. Believe us, your friends and loves will thank you – we can’t even tell you how many times a bewildered bridesmaid has come into one of our stores and said “Well, she’s, uh, like me but a little taller”. This way, your dear friends will know you’ll love their gift and you’ll know that whatever you get will be perfect. Win-Win!
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There are two ways to create a Journelle registry, you can either come into one of our stores and our staff will help you curatee an in-store registry (which we will then make available online for you) or you can create an online registry which will link orders placed online to your account, and you can track who got you what, and when.
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You can create a registry by logging into your Journelle.com account and selecting “Gift Registries” from the left hand column. Then to add any product to your registry, simply click on “Add to Registry” under any product thumbnail or on any product page. If you haven’t created an event yet, you will be prompted to do this at this point as well.
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This date is the date by which you hope everyone will have gotten you all of the lovely lingerie you picked: it may be the date of your wedding, the day of your bridal shower, or your birthday. It will also serve as the effective expiration date of your registry.
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If you’d like your friends and loves to be able to send lovely, gifty parcels directly to you then add whatever your preferred shipping address to your address book and add it to your registry.
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You should only “password protect” your registry if you want to keep it private. If you put a password on your registry – be sure to share it with your friends and loves so they’ll know what you want (otherwise, your registry will be your best kept secret – and friends don’t keep secrets). You can remove the password from your registry at any time – or we can do it for you. Changing your registry password also requires changing your account password – so don’t hesitate to contact us if you need any help.
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Online orders placed off of your registry are automatically taken off of your online registry and attached to your account. If someone purchases something off your registry in one of our stores, we will take it off of the online registry and the in-store registry – but only if your dear friends tell us they’re buying for you! All gifts will come with a gift receipt, so even if your gift isn’t linked to your registry, if you have the receipt – we have a record of it!
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