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 domestic shipment. Contact us here if you have any questions about the return or exchange process. 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 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.
To be eligible for returns, please note the following criteria:
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.
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. For your convenience, you are also welcome to return your online order in one of our physical stores. If you did not receive a pre-paid return label with your order, we'll gladly email you one free of charge. Contact us here to begin the process.
If you have received an item as a gift, you are eligible to receive a store credit for the full amount or we can also refund the amount to the original purchaser. All gifts should include a gift receipt and 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. Gift items you are returning still must adhere to our universal return policy.
Your return must be postmarked within 30 days of you receiving the order for it to be eligible for a refund. Late returns will be accepted at the discretion of Journelle and in most cases will only be processed in the form of a store credit.
We do our absolute best to represent our lovely delicates online as accurately as possible, and we are terribly sorry if a color looks 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 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. Please note that items "damaged" as a result of wear and tear are not considered damaged by Journelle.