Returns & Refund

In this article, you can find important information regarding our return policy, including the topics listed in the catalog (hyperlinked to the appropriate section for ease of access).

Before ordering with us, please be sure to read this article carefully. You will be required to check that you have read and understood this article during checkout (the article will be linked on the checkout page).

The following items are returnable:

• Standard-size dresses (except final sale dresses)

• Shoes (except final sale shoes)

• Most accessories

If you are not satisfied with your item(s), please request a return in My Orders or Contact our Customer Service to initiate the return process to get the return form within 14 days upon receiving your item(s). Therefore, we encourage you to inspect and try on all items as soon as they are delivered.

Please send your item(s) using local post within 7 days from receiving the return form. The return form must be included in your return package.

Note:

• All returnable items must be unwashed, unworn, unaltered, and in original condition with their tags still attached.

• Refunds will be rejected for any items arriving back with obvious signs of wear, wash, alterations, or missing tags.

• If you received promotional gifts with your order, but need to return your order, you may keep these gifts.

• We won't take back the points, which you get for placing the order. The points will be retained in your account. But the points used for your order will not be refunded.

• Once your return is in transit back to us, we cannot resend any of the items to you. Please make sure you do not include non-JJ’s House items or items that you don’t plan to return, in your return package as we are unable to send them back to you.

• Almost all items on our website are made-to-order, including standard-size items. Therefore, we cannot afford "Buy-many-keep-one" purchases. And that would also increase environmental waste. If you cannot decide on the color, size, or style, we offer various services to help you find the perfect dress. These include:

- Color & Fabric Swatch for a small fee. Shipping is complimentary.

- Custom-size option. Our tailors will ensure your dress fits perfectly. For customers in the UK, France, Germany, Austria, and Belgium, we're currently offering free custom sizing for a limited time. Moreover, for Flower Girl Dresses and Junior Bridesmaid Dresses, we extend this special offer to all countries.

- For customers in the USA (except for Hawaii and Alaska), UK, Germany, France, Australia, Belgium or Austria, we provide an At-Home Try-On Program. Have dress samples shipped to your door so you can try dresses on at home before purchasing.

The following items (and any others marked as non-returnable on their ordering page) are non-returnable:

• • Custom-Made Dresses
• • Final Sale Items
• • Swatches
• • Fabric by-the-yard
• • Purchased At-Home Try-On Dresses
• • Face Masks
• • Garment Bags
• • Robes
• • Lingerie
• • Wedding & Party Jewelry
• • Name Necklaces
• • Name Rings
• • Bracelets
• • Personalized Favors
• • Bride Gifts
• • Bridesmaid Gifts
• • Groom Gifts
• • Groomsmen Gifts
• • Beauty

• •  Download our APP to handle your after-sales issues more conveniently & stay updated with the latest policy changes.

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While we accept standard-size dresses (except final sale dresses) back within the designated window, we charge a 10% restocking fee on returns of select items, including:

Bridal Gowns

Bridesmaid Dresses

Maternity Bridesmaid Dresses

Mother of the Bride Dresses

Junior Bridesmaid Dresses

Girls' Dresses

Special Occasion Dresses

Daily Dresses

Keep in mind that most JJ's House products are made-to-order to help reduce environmental waste and (to keep prices low for our customers) we charge these fees, which are automatically deducted from your refund amount.

We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. If an item doesn't work out and another one is needed, a return will need to be processed for all unwanted items (if eligible per the return policy) and a new order must be placed for new items.

All new orders are subject to current production times and prices. Prior to pricing or discounts used when the original order was placed will not be honored for a new order.

You can choose to return the packages by yourself at your cost. The price would vary by country and shipping company. And you need to confirm the return delivery status by yourself.

Currently, for a better return experience, we offer return labels for our customers from specific countries. We do charge a return shipping fee, but with our return label, usually the price would be lower than other shipping companies. You don't need to worry about the return delivery. 

• For customers from countries with return label service:

We offer return labels so that you can directly attach the label to the front of your package for the return without paying the return shipping fee to the post location. The return shipping fees will be automatically deducted from your refund amount.

You can check the current return shipping fee standards for countries with return labels service on this page.

• For customers from countries without return label service:

If you need to return the items, you can take your package to the local post location and send it back to us. The return shipping fee will be paid by you directly to the post location.

What Gets Refunded

For returned items, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. If there is a restocking fee, we will also deduct it from the refund amount. For more details, please refer to the Restocking Fee section in this article.

Processing Time

• For customers who placed orders using online payment methods:

Refunds only begin once a returned package has been scanned and confirmed back into our warehouse. Once scanned and confirmed, the refund will be credited back to the original payment method within 7-10 days (the actual processing time depends on your payment method and bank). We’ll email you a notification once we confirmed your returned products and processed the refund.

• For customers who placed orders using offline bank transfers:

Currently, we are unable to refund the money using the way you transfer when placing your order. After a returned package has been scanned and confirmed back into our warehouse, our customer service will contact you for the refund methods and details.

You can also contact customer service to provide your PayPal account after returning the package. We will process the refund immediately after the package has been scanned and confirmed back into our warehouse. The whole refund process will be faster.

Please Note: It can generally take a few weeks for a return to arrive back and be processed back into our warehouse. On this page you can check the estimated return shipping time for countries with return labels service. If you choose to return the packages by yourself at your cost instead of using our return label, you’ll need to confirm the return delivery status by yourself.

Try-On Dresses must be postmarked for return by the 7th day of delivery.

You will have a pre-paid return label included in the box with your try-on dresses and can simply box the dresses back up, put the label on top, and drop the package off at their local post location or Royal Mail locations. We’ll email a confirmation once the package is scanned back into our warehouse (usually within a few days of delivery).

The fees you pay for the try-on dresses will not be refunded. It helps to cover the cost of shipping the dresses to you and back to us. In fact, this doesn't even fully cover those costs. Because of this, we are unable to refund these fees or apply them to future orders.

For more information regarding Try-On dress returns, please see our At-Home Try-On Program.

JJ’s House will issue a full refund including shipping for any damaged, defective, or mis-shipped items as long as we are notified within 14 days of delivery to you.

If your item arrives damaged or defective, please request a return in My Orders or Contact Us directly for assistance with processing your return. After 14 days, we may not be able to process the return and a full refund.

We reserve the right to define and limit, refuse, and/or reject returns from you at any time due to but not limited to:

• Returns in an unacceptable condition (worn, altered, washed, damaged).

• Returns without our prior knowledge.

• Irregular or excessive returns history indicates potentially fraudulent or criminal activity.

• Irregular or excessive returns history involving worn, altered, washed, damaged, or missing items.

• Bulk orders with multiple sizes/variations of items of the same type.

We are not liable for these issues:

• Return item(s) are lost or damaged on the way back to us. Please keep the receipt with tracking information.

• Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your JJ’s House product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas.  Oxidized silver is easily damaged.

• Products are damaged by misuse, mishandling, or poor maintenance.

• Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.

To initiate a return request, you must go to your order page first.

• Ordered Through Account:

Log into your JJ’s House account and click here to go to your orders page. If you have trouble getting into your account, you may have used Guest Checkout.

• Ordered Through Guest Checkout:

Click here and fill out your order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.

If you don't remember whether you used your account or Guest Checkout to place your order, try both of the above instructions, and if neither work, reach out to our customer service team with your order.

After you going to your order page, you can follow the instructions below to initiate the return request process yourself:

For Returnable Items

For a better return experience, currently we provide a Self-Return Service for returnable items. You can follow the steps below to process your return:

Step 1: Submit your return request

Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request", then you’ll go to the page where you can submit your return request:

1. Select the item(s) that you want to return. Then click "NEXT".

2. Select the reason and add photos for the return. Then click "NEXT".

3. Select the method for your return. If your country is on the list which we offer return labels, you can choose between "JJ’s House delivery service" and "Self-Sending". If your country is not on the list, "Self-Sending" would be the only option.

4. On the last page, you can download the PDF file which contains your return label (if you choose "JJ’s House delivery service" as your return method), return form, and instructions for your return. Or you can input your email address and click "Send", then you'll be emailed the PDF file and detailed instructions for your return.

Please Note: If you received a wrong item/size or damaged/defective item, after selecting the corresponding reason and adding photos for the explanation, your request would be automatically forwarded to our customer service team and they’ll look into the issues and give you a satisfactory solution.

Step 2: Send out the package

• For customers who choose JJ’s House Delivery Service

Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.

Print the Return Label and attach it to the surface of your package ensuring any original delivery labels are covered.

Take your package to the local post office. You can just give the parcel to them directly and don't need to pay extra money there.

• For customers who choose Self-Sending

Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.

Take your package to the local post office and send it back to us. Please use a safe and reliable delivery service to return the package to ensure the package will reach us. Please keep the receipt of the returned package with you as your proof of return.

Step 3: Get your refund

When we receive the returned package, the item(s) will be inspected to ensure it is in its original condition and has the issues stated in the return request. Once confirmed, we'll start processing your refund. For more detailed refund time instructions, please check the "Refund Details" section of this article.

For Non-Returnable Items

We don’t provide the Self-Return Service for Non-returnable Items. If you insist on returning such items, please submit your request to our customer service team by following instructions:

1. Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request".

2. Find the item you wish to return, click "Submit Request", then you’ll go to the page where you can submit your return request.

3. Select the non-returnable item(s), which you wish to return, write the reason and add photos for your return request.

4. After entering the verification code and clicking "Submit Request", your return request would be automatically forwarded to our customer service team. They’ll look into your request and give you a satisfactory solution.