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/exchange
- Please contact us at email@example.com with your request, order number and contact details.
- If you are returning more than 1 of the same item, please ensure you inform us of each item individually.
- Once we have received your request, please allow our LJ Team 1-2 business days to assess the request. Our LJ team will then review your request and will approve/reject it accordingly.
- Upon completion of review, you will be sent an email informing you if your request has been accepted/rejected. If your request has been accepted, the email will detail the process to return your item/s and where to send it.
- Please note that it can take between 3-7 business days to process returns once received but we will do all we can to process returns sooner.
- Any items that do not meet these criteria will not be valid for any return. Please note that any item/s returned to LookJade without approval will be returned at the customers' expense.
Please note that the return cost will be at the customer's expense.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
We will do our very best to ensure every item dispatched from the LJ warehouse is correct, free from defects, and is of highest quality, that is our guarantee. However, please inspect your order upon reception and contact us immediately on email@example.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
- To request a return, please email reach out to us on firstname.lastname@example.org follow the steps outlined in the section above “To start a return”.
- Please provide us with detailed descriptions and photos of the issue.
- 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.
Please note that LookJade can refuse to refund/return/replace the item/s if:
- You are unclear about the fault
- The item has no fault
- The item was declared faulty on our website at the time of sale
- You misused the product in a way that led to the fault
We will assess the request to determine whether it meets the conditions for return/exchange. LookJade reserves the right not to approve a return request if the goods being returned do not meet the above Conditions.
If you have requested a refund: We will notify you once we have received and inspected your return, and will let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exceptions / non-returnable items
Certain types of items have been marked as FINAL SALE.
Please note that final sale items cannot be returned, refunded or exchanged.
Unfortunately, we cannot accept returns on sale items or gift cards.