Refund policy

Return & Cancellation Policy

We hope you love your order. If you have any questions or concerns, please contact us at service@jovellee.com. Our customer care team will be happy to assist you.

Order Cancellation

As our dresses are made to order, production may begin shortly after payment is received. If you need to cancel your order, please contact us as soon as possible.

• Within 24 hours of payment: Full refund of the item price and shipping fee

• Between 24 and 72 hours: 70% refund of the item price and full refund of the shipping fee

• After 72 hours: 50% refund of the item price and full refund of the shipping fee

• After the order has shipped: The order can no longer be cancelled

Unpaid orders may be cancelled automatically.

You may also request changes to your order within 24 hours of payment. Once production has started, additional charges may apply if new materials or extra work are required.

Return Requests

Please contact us within 30 days of delivery if you would like to request an eligible return.

All returns must be approved before being sent back. Please contact us and obtain return instructions before sending an item back. Returns sent without prior authorization may experience processing delays.

Standard-Size Items

Standard-size items may be returned within 30 days of delivery if the size or style is not suitable.

Once the returned item has been received and inspected, the item price will be refunded. Original shipping fees, rush fees, and return shipping costs are not refundable when the return is due to fit, personal preference, color choice, or ordering the wrong size.

Custom-Made Items

Custom-size, custom-color, and custom-style items are made especially for you and are not eligible for return due to fit, personal preference, or a change of mind.

However, if a custom-made item arrives damaged, defective, or different from the confirmed order details, please contact us with clear photos. We will review the issue and offer a suitable refund, replacement, or alteration solution.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If your item is damaged, defective, or incorrect, please contact us as soon as possible, preferably within 15 days of delivery, and provide clear photos showing the issue.

Once the problem has been confirmed, we will offer an appropriate solution. For confirmed quality issues or mistakes caused by us, reasonable return shipping costs will be covered or reimbursed.

Return Conditions

Returned items must be:

• Unworn, unwashed, and unaltered

• Free from stains, odors, damage, or signs of use

• Returned with the original tags and packaging

After your return is approved, we will provide the return address and instructions. Please use a trackable shipping service and send us the tracking number.

Items that do not meet the return conditions may not qualify for a refund.

Refunds

Approved refunds will be issued to the original payment method within 3–5 business days after we receive and inspect the returned item.

Your bank or payment provider may require additional time to complete the refund.

Alteration Support

As our dresses are individually made and finished by hand, small adjustments may occasionally be needed.

Depending on the situation, we may offer alteration reimbursement of up to 40% of the item price. Please contact us before arranging any alterations and provide a clear copy of the tailor’s receipt.

Alteration costs arranged without prior approval may not be eligible for reimbursement.

Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or style, please return the eligible item for a refund and place a new order.

Thank you for your understanding. We will always do our best to provide a fair and helpful solution.