Return Policy

We want you to love your lingerie, it's as simple as that. If it doesn't fit, isn't right, or you just aren't totally in love with it, don't fret. Most items may be returned within 14 days of receipt. If you want to talk about what didn't work (and why) we'd love nothing more! Just get in touch with one of our customer care experts via phone (888) 885-6876 M-F 9am-6pm, EST), or email (help@journelle.com) and we can help you find something you love.

WE ACCEPT RETURNS OR EXCHANGES ON ITEMS:

  • Within 14 days of receipt.
  • With all tags and shields attached.
  • Full priced items that have not been worn, altered or washed.

Unfortunately, we cannot accept returns or exchanges on underwear, face masks, accessories, adhesive accessories, curated gift boxes, hosiery, or personal care products once opened (we're sure you understand why). All sale products are also final sale.

Refunds will be processed to the original form of payment.

Please keep proof of return shipment.

 

How do I make a Return?

It's easy to return your Journelle items in just a few steps.

  1. Fill out the Journelle Return Form enclosed with your order.
  2. Indicate whether you'd like a store credit or refund. Refunds will be issued to the original method of payment, store credit will be issued to a gift card that can be used online or in our stores.
  3. Carefully pack up the items you're returning in the original packaging to keep them safe in transit.
  4. Apply the enclosed pre-paid return shipping label included with your domestic order, drop it off at your nearest UPS shipping center. If you didn't receive a return label, get in touch and we'll hook you up.

Et voilà! Your return is on its way to being processed.

Once we receive your return package, please allow up to 10 business days for your return to be finalized and posted. We'll let you know via e-mail once your refund has been processed or your store credit applied.

For your convenience, you're also welcome to return your online order at one of our stores.

FYI all returns should be shipped to:

Journelle 
14 E 17 Street 
New York NY, 10003

 

Exchanges

Need a different size? Wish you had gotten blue instead of red? No problem. We do, however, recommend placing a new order for the pieces you want exchanged, not only for a faster turnaround but also to be sure that the size/style/color you want doesn't sell out.

Once we receive your return package, you will be refunded for your original order within 10 business days.

And, never fear, if you purchased items using a discount code or promotion, we're happy to honor the same code again for an even exchange (new color or size in the same item), just contact Customer Care.  

 

Gift Returns

If you have received an item as a gift and need to return or exchange 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 can refund the amount to the original purchaser. 

 

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.
  • If you purchased items using a discount code or promotion, we're happy to honor the same code again for a one-time even exchange (e.g. new color or size in the same item).
  • We can tell if you wore it. Seriously.