Returns & Refund Policy

Return & Refund Eligibility

We hope you to love the items you receive from us. However, if you change or mind or something isn’t quite right, we’re here to help. Please contact info@jaiella.com for a return enquiry.

To be eligible for a return, please ensure the following conditions are met:

  1. Items must be unused, unworn, unwashed, and in their original condition.

  2. Any items returned that appear worn, damaged, altered, or used in any way may not be accepted.

  3. Items must be returned within the return window stated.

  4. Please make sure items are securely packaged when sending them back to prevent damage during transit.

  5. We reserve the right to decline returns that do not meet the conditions listed in our policies.

Inspection of Returned Items

All returned items are carefully inspected once they arrive at our return facility.

  1. If the returned items meet our return conditions, we will proceed with the refund, exchange, or store credit.

  2. If the items do not meet the required conditions, the return may not be approved.

  3. In certain cases, items that do not meet the return requirements may be sent back to the customer at their expense.

Our goal is to make the return process as smooth and fair as possible for all customers.

Refund Processing

Once your return has been received and approved, we will process the refund.

  1. Refunds will be issued to your original method of payment.

  2. Please allow 7-10 business days for the refund to appear in your account depending on your payment provider.

  3. If your return qualifies for store credit instead, it will be issued via gift card and sent to the email used for your order.

  4. Sale items are non-refundable

Return Approval Requirement

Returns must be requested within 7 days of receiving your order and sent within 14 days of receiving your order.

All returns must first be reviewed and approved by our support team before being shipped back.

Customers must not send items back without receiving official return authorization and return instructions.

Unauthorized returns may be refused, delayed, or returned to the customer at their expense.

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receiving your order.

To help us resolve the issue quickly, please provide:

  1. Your order number.

  2. Clear photos of the item received.

  3. Photos of the packaging if applicable.

Once we review the information, our team will work with you to resolve the issue as quickly as possible.

Return Transit Responsibility

Customers remain responsible for returned items until they are successfully delivered to our designated return facility.

We are not responsible for return shipments that are lost, delayed, damaged, misdelivered, or otherwise affected during transit back to us.

Shipping Costs for Returns

  1. Customers are responsible for return shipping costs, unless the item received is defective or incorrect.

  2. Original shipping charges are non-refundable.

  3. We recommend using a trackable shipping service when returning items, as we cannot guarantee that we will receive your returned package.

Incorrect Shipping Information

Please make sure your shipping address and recipient information are entered correctly when placing your order.

If incorrect information is provided and the package is lost, delayed, or returned, we cannot be held responsible for the delivery issue.

Lost or Stolen Packages

Once your order has been shipped and marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages.

  1. Please ensure that your shipping address is correct and secure before placing your order.

  2. If your package is marked as delivered but you have not received it, we recommend checking with neighbors, household members, or your local postal office.

  3. If you still cannot locate your package, please contact the shipping carrier directly for assistance.

Multiple Item Returns

If you are returning multiple items from the same order:

  1. Please list all items included in your return request when contacting customer service.

  2. Items must still meet all return eligibility conditions.

  3. Returns that include items not listed in the original request may delay the processing time.

Promotional Items and Free Gifts

If your order included free promotional items or gifts, please note:

  1. Promotional items cannot be exchanged or refunded.

  2. If a return results in the order no longer meeting the promotion requirements, the free gift may need to be returned as well.

  3. If the promotional item is not returned when required, its value may be deducted from the refund amount.

Sale and Discounted Items

Items purchased during sales, promotions, clearance events, or with discount codes may be subject to special return conditions.

Unless otherwise stated, all discounted or sale items are considered final sale and are not eligible for returns, exchanges, or refunds.

We encourage customers to carefully review product details, product page, sizing information, and checkout summaries before completing a purchase. 

If you have any questions about an item’s eligibility before purchasing, please contact our support team for assistance.

Made-to-Order & Handmade Items

Due to the handmade and made-to-order nature of certain items, these products are not eligible for return or refund.

Each made-to-order item is individually prepared and produced specifically for the customer upon purchase, and therefore cannot be restocked or resold once production has begun.

By placing an order for a made-to-order or handmade item, the customer acknowledges and accepts these conditions prior to purchase.

If you are unsure whether an item falls under this category, we kindly recommend contacting our customer support team before placing your order.

Non-Refundable Items

The following items are generally non-refundable and non-returnable unless otherwise required by applicable law:

  • Sale items
  • Clearance items
  • Discounted or promotional purchases
  • Gift cards
  • Free promotional items
  • Handmade products
  • Made-to-order items
  • Intimate apparel or hygiene-sensitive items where applicable

Customer Responsibility

We kindly ask customers to review product descriptions, sizing information, and product details carefully before placing an order.

  1. We are unable to accept responsibility for purchases made without reviewing the product details provided.

  2. If you are unsure about a product, feel free to contact our customer service team before purchasing.

Our goal is to provide clear product information to help you make the best decision before ordering.

Processing Delays

During peak periods, holidays, or promotional events, return processing times may take slightly longer than usual.

We appreciate your patience and understanding, and our team will work to process your return as quickly as possible.

Policy Updates

We reserve the right to update or modify this return and refund policy at any time.

Any updates will be posted on this page and will take effect immediately once published on our website.

Contacting Customer Service

If you have any questions about our return or refund policy, please feel free to contact our Customer Service team.

When contacting us, please include your order number and a brief description of your request so we can assist you as quickly as possible.

For Return Requests

All return requests must be submitted within 7 days of delivery by contacting our customer support team at info@jaiella.com

Return requests made outside of this timeframe may not be eligible for return.

Required Information

In order for us to assess and process your return request, customers must provide the following:

  • Order number
  • Full name used on the order
  • Reason for return
  • Clear photos of the item received, including any relevant issue (for example: incorrect item, sizing label, defect, or item not as described)

Failure to provide the requested information may delay or prevent the return from being processed.

Return Approval

All returns must be reviewed and approved by our support team before being sent back.

Please do not send any items back without receiving return approval and instructions, as unauthorised returns may not be accepted.

Refunds

Refunds are issued only after the returned item has been received and inspected by our team.

Once the return has been approved and the item has been received in its original condition, the refund will be processed to the original payment method.

Please note that refunds cannot be issued until the return process has been fully completed.

Incorrect / Faulty / Not as Described Items

If you believe you have received an incorrect, faulty, or not as described item, please contact us within 48 hours of delivery and include clear photos so that we can review the issue and resolve it as quickly as possible.