Returns & Refund
Return Requirements for Return-Eligible Items
Non-Returnable Items
How To Return
How To Return: Try-On
Download Return Files
Return Shipping Charges
Refund Details
Exchanges
Damaged, Defective, or Mis-Shipped Items
Most items sold on JJ's House may be returned for a refund within 30 days upon receiving your order if they meet all applicable return requirements listed below.
Note: For customers in Austria, Belgium, Germany, Netherlands, Switzerland, and the United Kingdom, returns must be initiated within 15 days of delivery.
Standard size dresses (final sale excluded) and most accessories:
Items must be unwashed, unworn, unaltered, and in original condition with their tags still attached. Returns will not be accepted for any items with obvious signs of wear, alterations, or missing tags.
Please Note:
- JJ's House will not replace, return, refund, or otherwise compensate you for any unauthorized returns or non-JJ's House items that you may have accidentally sent to us.
- 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.
Reserved Rights for Returns
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.
- Unreturned Try-On dresses will be charged full price.
- Try-On Dresses that are returned damaged will be charged full price.
- 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.
We are not liable for these issues:
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- Final Sale Items, Custom-Made Dresses, Purchased Try-On Dresses, Modified Products, Made-to-Order Dancewear
- Swatches, Fabric by-the-yard, Garment Bags, Lingerie
- Personalized Robes, Personalized Favors & Jewelry, Wedding & Party Jewelry, Bracelets, Bride/Bridesmaid/Groom/Groomsmen Gifts, and any others marked as “non-returnable” on their product page
You can make a return by following these steps:
Step 1: Log in to your account
Step 2: Submitting your return request
- ① Find the order on "My Orders" page: Click “RETURN ITEMS” (computer users) / Click "VIEW DETAILS", scroll down and click "RETURN ITEMS" (mobile users).
- ② Select the item(s) and click "NEXT".
- ③ Choose the reason and add photos. Then click "NEXT".
- ④ Select the return method: "JJ's House delivery service" (label service, available in specific countries) or "Self-Sending".
- ⑤ Download the return form (& the return label if you choose "JJ's House delivery service") or receive it via email.
Step 3: Sending out the package
- Please remember to print and include the Return Form in your package.
- For customers using JJ's House Delivery Service
- Please attach the return label to the package, making sure it covers any original delivery labels. Then, bring your package to the designated courier indicated on the return label and hand it over without any additional charges.
- For customers using Self-Sending
- Please use a reliable delivery service to send the package back to us. Keep the receipt as proof of return.
Step 4: Getting your refund
Once we receive the returned package, we will inspect the item(s) to ensure that they are in their original condition and meet the issues stated in the return request. Once we have confirmed this, we will process your refund. For more details, please refer to "Refund Details".
Try-On Dresses must be purchased or postmarked for return within 7 days 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 to the designated courier indicated on the return label and hand it over without any additional charges.
The price you pay for the try-on service does not go towards the cost of your final order and will not be refunded if you return the try-on dresses. It covers processing and the careful handling by our warehouse team. While non-refundable, it allows you to try on your favorite dresses in the comfort of your home before making your final decision. Try-On dresses that have been purchased to keep are final sale.
For more information regarding Try-On dress returns, please refer to our At-Home Try-On Program.
Simply go to "My Orders" and click on the "Returns" section. From there, you can easily download the necessary files by clicking on "DOWNLOAD LABEL" or "DOWNLOAD FORM". Alternatively, you can download the return files on the order details page by clicking "VIEW DETAILS".
- For customers from countries without return label service:
- You have the option to return packages at your own cost by choosing "Self-Sending". The return shipping fee must be paid directly to the courier by you. It is also your responsibility to ensure that the item(s) arrive safely.
- For customers from countries with return label service:
- A return shipping fee will be deducted from your refund when we process your return. This fee applies to each item you send back, except for try-on dresses. You do not need to pay the return shipping fee upfront to the courier, and you can easily track your return status in your account. View return shipping fees and estimated delivery times here:
| Country Name | Country Code | Currency | Return Shipping Fee (Each Item) | Estimated Shipping Time | |||
| Wedding Dress | Men's Suit & Non-Wedding Dress | Shoes | Others | ||||
NOTE:
- If your country/region isn't listed or the list is empty, it means that our label service is currently unavailable in your area. If your order's currency differs from listed, the final fee may vary slightly due to exchange rate fluctuations.
- Important: If you prefer to return items using your own label (excluding Try-On items), please contact our Customer Service for approval and the correct return address before shipping the items back to us. Returns without prior approval will be rejected. JJ's House is not responsible for any lost returns.
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 protection, or taxes paid on shipping. If you use our return label, a return shipping fee will be deducted from your refund when we process your return. This fee applies to each item you send back, except for try-on dresses.
Note: For self-return requests, refund details will be provided on the application page.
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.
JJ's House will issue a full refund including shipping for any damaged, defective, or mis-shipped items if reported within 15 days of delivery. You can report the issue by clicking "RETURN ITEMS" on the "My Orders" page, selecting the appropriate reason, and then adding photos to support your request. After 15 days, we may not be able to process the return and a full refund.
Note: Dresses are typically packed inside out for protection. Please turn the dresses right side out before trying them on.
