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 by calling or texting (888) 885-6876 Tuesday - Friday 10am - 6pm, EST), or email (help@journelle.com) and we can help you find something you love.

ELIGIBLE FOR RETURNS/EXCHANGES:

• Products purchased within 14 days of receipt.
• Product has original tags attached.
• Full priced items that have not been worn, altered or washed.

• Underwear, swim bottoms, and bodysuits.
• Packaged products such as face masks, accessories, adhesive products, hosiery, and personal care products.
• Items on sale.

In consideration for our team and all of our customers we may refuse exchanges on products that show signs of being worn. All sale products are final sale and we do not offer price adjustments.

For in-store returns, please present your email receipt as proof of purchase. We cannot accept returns in-store without this digital proof of purchase.Refunds will be processed to the original form of payment.

No Refunds on Returns / Exchanges' Shipping.

How do I make a Return?

Returning your Journelle items is easy! Contact our Customer Care Experts at (888) 885-6876 (Tuesday - Friday, 10am - 6pm EST) or email us at help@journelle.com for assistance.

1. Fill out the Journelle Return Form enclosed with your order, or you can download our form here.
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 in a gift card format that can be used online, in-app or in our stores.
3. Carefully package your return in a corrugated box or padded mailer to keep them safe in transit.
4. Attach your prepaid return USPS/UPS shipping label to your return and drop it off at your nearest shipping center. Unfortunately we cannot create shipping labels for international orders.

Once we receive your return package, please allow up to 10 business days for your return to be finalized and posted. During the holiday season, this time may be extended by 2-3 business days. 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.  For in-store returns, please present your email receipt as proof of purchase. We cannot accept returns in-store without this digital proof of purchase.

FYI all returns should be shipped to:

Journelle Returns
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.  During the holiday season, this time may be extended by 2-3 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.

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 packaged adequately to ensure the product isn't damaged in transit.
• 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.

Gift Cards

All gift cards are final sale and have a 5 year expiration from the date issued and cannot be renewed after expiration.