We want you to be completely satisfied with your online purchase. Should you need to return an item, please review the complete details of our return policy below to determine if any special conditions apply.

 

We accept online merchandise returns/exchanges via mail only; online merchandise cannot be returned to our stores.

 

Returned merchandise must be in original condition - unworn, unwashed, unaltered, undamaged, clean and free of lint and hair - and must have the tags intact and attached.

 

 

Obtain a Return Merchandise Authorization (RMA) Number within 2 days of the date you received the package. To obtain an RMA, please call the customer service at (415) 564-5533 or email returns@joleneusa.com. Please note: returns/exchanges will not be accepted without an RMA Number.

 

We will email you an address to which you should ship your return/exchange. Please write the RMA number on the outside of the package and include the invoice you received with the original package along with a brief note describing the reason you are returning or exchanging the merchandise. For exchanges please also write the item(s) for which you are exchanging on the invoice. Return packages must be postmarked within 3 days of creation of an RMA number. Exchanges must be postmarked within 14 days of creation of an RMA number.

 

Important Note: For your protection, please send your return via a shipping service that can be tracked, such as Registered USPS, FedEx, or UPS. Please be sure to keep your receipt, as well as the tracking information associated with item(s) returned. We cannot guarantee refunds for returns sent via a non-trackable method.

 

Once received at our facility, your return will be processed within 3 to 5 business days. Credits are processed upon confirmation and inspection of the return. You will receive an e-mail notification confirming your return has been processed. Please allow up to two billing cycles for the return credit to appear on your credit card statement. For an exchange we will ship the new item to your address free of charge once we receive the returned item.

 

Please note: credits are processed for the original cost paid for the merchandise and tax. Shipping and handling fees will not be refunded.

 

If you return an item in unacceptable condition we will not be able to process a refund and will therefore ship the merchandise back to you.