Returns and Exchanges
Returns & Exchanges
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return,
1. Please start by taking a photo of the damaged or unwanted item.
2. Email photo, order number and detailed description of the issue to us at: Hello@JaxandLilly.com.
3. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
4. We will be in touch! Please allow 2-3 business days for a response.
You can always contact us for any other return/ exchange questions at Hello@JaxandLilly.com.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, this way we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
At this time, the fastest way to ensure an exchange is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds on Returns
1. We will notify you once we’ve received and inspected your return. We will let you know if your refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at Hello@JaxandLilly.com.