RETURNS

Hey! Looking to make a return? You are in the right place! Here is all the info you need!

Although we hope you love all your items from JOLYN Europe, we have a returns policy in place if you are not 100% happy with your purchase.

Please make sure before returning your items you visited our How to wear your Onesie from JOLYN for recommendations on how it should fit.

WHERE DID YOU PURCHASE?

  • Online

    • Whats is the JOLYN return policy?

      • Item(s) must be delivered to our Returns department within 30 days of purchase to receive a refund.
    • Do I have to use the original JOLYN packaging or can I use my own?

      • We prefer you recycle the JOLYN packaging, but you can use whatever packaging you’d like.
    • How do I get a return shipping label?

      • We do not provide our customers free shipping labels yet. It is something we are working on, but until then please pack your items and use any shipping providers you wish.
      • Please keep your tracking number. Packages shipped back to us without tracking that fail to arrive are the responsibility of the customer.
      • We are not responsible for return shipping and we are also not responsible for returns lost or failed transit. We do not refuse returns
      • Returns are only refused if they are stopped by the borders office and we are not informed about them arriving before hand from the customer from NON EU countries*
      • The only instance in which JOLYN EUROPE will cover postage costs will be in the event of a faulty or incorrectly posted item.
    • Does it need to be in brand new condition?

      • Yes! The item(s) must be unused, unworn, with no signs of washing or use, no stains.
      • All tags and liners must be attached
      • For sanitary reasons please try on swimwear over underwear. Do not remove the hygienic liner
    • Can I return an online purchase to the JOLYN EU HQ in Prague?

      • Yes! Within 30 days of purchase with receipt. They do not allow exchanges - only refund/repurchase.
      • We do not refuse returns; returns are only refused if they are stopped by the borders office and we are not informed about them arriving beforehand from the customer. Orders from NON-EU country must have the original shipping address also in NON-EU country. Items sent from NON-EU country for return if the original order was shipped to EU country will fail to arrive, because of missing paperwork at the duty office.
    • Wrong product or product arrived damaged?

      • Email us and we will make it right!
      • We stand by our products and offer a 6-month warranty. Please email us withing 6 month of purchase with your order number and photo of the item and we'll help you out!
    • Start Your Return

  • Pop-up

    • What is the Pop-Up Return Policy?

      • Pop-Up purchases must be returned/exchanged through the Pop-Up rep. Please contact the rep you purchased from.
      • Please contact the rep and provide them with your place of purchase, Pop-Up receipt, and items you would like returned/exchanged.
      • Online purchases cannot be returned to Pop-Ups. Exchanges of items purchased online may only be done if approved by the JOLYN rep!
      • Pop-Up purchases cannot be returned through our online returns system
      • For any defective Pop-Up purchases, please email us within 30 days of purchase at europe@jolyn.com. Pop-Up receipt as well as a photo of the item are required! We will get back to you as soon as we can :-)
  • Jolyn EU Store

    • What is the JOLYN EU Store Return Policy?

      • We are accepting in store returns within 30 Days of purchase with receipt for refund. The item/suit must be unworn, unused, unwashed and still have the tags and hygienic liner attached. This is to maintain the best hygienic standards for all customers. Please email europe@jolyn.com with any questions.
  • Team Order

    • What Is The Return Policy For Team / Group Orders?

      • Returns are accepted if they meet our return policy requirements. These requirements are set in place to protect all customers, to prevent the return of personally damaged or used garments, and to ensure the high quality of our products.
      • The item/suit must be unworn, unused, unwashed, free of stains and odors and still have the tags and hygienic liner attached. Please do not send suits back if they do not comply with these requirements, as we are unable to issue store credit or refund, and are not responsible for sending the item back to you.
      • For sanitary reasons, please try on swimwear over underwear. Do not remove the hygienic liner.
      • Team/Group Order items can be returned only for an online gift code within **45 days** of the order being placed. The gift code can only be used for online purchases. Not towards another team/group order.
    • What Would Cause An Item To Not Be Returnable?

      • Please note items with logo work cannot be returned/exchanged. No exceptions.
      • Items / suits will be refused and mailed back to the shipping address of the original order if returned with:
        • - No tag
        • - No hygienic liner
        • - Signs of item being worn, washed, used, or tried on without underwear
        • - Stains and/or odors
        • - Suit has a logo
      • Items that were purchased more than 45 days ago are not eligible for return.
    • Do You Offer Exchanges?

      • No, we do not facilitate online exchanges for team/group orders. Once we receive your return, you will receive an online gift code via email that can be used toward your next purchase.
    • How Do I Return Something?

      • If you qualify, you will receive email confirmation with further return instructions within 5 business days.
      • If you received the Return Authorization email from us, package up the return with the Return Authorization email printed and placed inside using any type of postage/package you like.
      • Customer is responsible for all return shipping costs, as well as new order shipping costs.
      • Please keep your shipment tracking number. Packages shipped back to us without tracking that fail to arrive are the responsibility of the customer.
      • I have read the return policy and are ready to start the return process
    • How Long Does It Take For My Return To Be Processed?

      • Once your package has been delivered to our returns department, please allow 3 business days for your return to be processed. You will be sent a confirmation email once your online gift code has been issued. Gift codes cannot be used toward another JOLYN team/group order, only for online JOLYN orders.
    • I Live Outside of the EU . Can I Return My Order?

      • Of course! If you are willing to pay to have the items shipped back to us we will refund the product amount. Unfortunately we are not able to refund shipping, taxes, or duty collected on international orders.
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