Shipping & Returns

Domestic Shipping

We wish we had Journelle stores in every town (don't you?), but we don't (sigh). The next best thing? We offer FREE Economy (via SurePost, a UPS service that may be delivered by USPS) ground shipping and $5 Standard Shipping on all domestic orders over $75*. We also offer flat rate UPS services: $5 for Economy (SurePost- a UPS service that may be delivered by USPS) on domestic ground shipping and $10 for Standard shipping on orders below $75, and $20 for UPS 2nd day air, and $35 for UPS Overnight on all orders. Unfortunately we cannot ship to PO Boxes.

*Merchandise total must be $75 or over to qualify for FREE Economy or $5 Standard Shipping. Gift Card value does not qualify.

Delivery time

We usually ship in-stock items within 1-3 business days (M-F) from our warehouse in New Jersey, excluding major holidays. Ground shipping typically has a transit time of 1-8 business days, depending on your location. Our shipping carriers do not deliver on Saturdays, including expedited shipping orders. Expedited shipping methods such as UPS 2nd Day Air and Next Day Air ship the same day for in-stock orders placed by 1:00pm EST.

Tracking your Order

Once your order is shipped, you will be sent an email confirmation, which will include applicable UPS tracking or postal delivery confirmation information. You can also locate your tracking number on the My Orders page of your Account. It is important to note, that tracking information can sometimes be delayed.

Picking up orders in-store

If you'd like to shop online but would prefer to pick your order up at one of our stores, simply select one of our store locations as a shipping method during checkout. All pick up orders ship from our NJ warehouse to the store of your choice and will be available in 1-4 days after order is placed. 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. Pick up times are from noon to close. You can see our store locations here.

Same-Day Courier Service

We also offer a $20 flat rate same-day-courier service for our New York City customers, from Battery park to 96th street, available on orders placed before 11AM on business days, simply choose "JOURNELLE COURIER SERVICE" as a shipping method during checkout, and enter the delivery address as the shipping address. We'll send you an e-mail confirmation to let you know when your order is on its way to you.

International shipping

Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on the "My Shopping Bag" page.

Orders outside of the US are shipped on a DDU (Delivery Duty Unpaid) basis, the product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

Currently, we are accepting Canadian orders via our site. Please contact us with international shipping inquiries to see if we are able to ship to your select country. Minimum spend free shipping and free returns are for domestic US orders only.

We estimate a delivery time of 7-10 days, but do not guarantee this as we cannot foresee possible customs delays on the receiving countries' end. If you have questions about international shipments or shipments to Military APO/FPO addresses, please contact us at help@journelle.com.

Refused shipments: If you refuse a shipment from Journelle, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to us.

Possible delays: When the parcel reaches the destination country, it may be subject to customs delays due to standard clearance procedures of the receiving country. This is beyond the control of Journelle and any original shipping time estimates.

Gifts: If the order is a gift, the cost of the item will still be included on the customs form. We are required by customs authorities to declare the value of all parcels.

Returns & Exchanges

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 gift box, 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.

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.