Return, Refund & Cancellation Policy

We want you to feel confident when shopping with Jovellee. Below is a quick overview of our return and refund policy. Please review the full policy for complete details.

Returns & Refunds — Quick Overview

• 30-Day Returns: Eligible standard-size items can be returned within 30 days of delivery.
• Refunds: The item price will be refunded after the return is received and inspected. Original shipping, rush fees, and return shipping are non-refundable for non-quality-related returns.
• Custom-Made Items: Custom-size, custom-color, custom-style, and personalized items are not returnable for personal reasons.
• Quality Issues: Damaged, defective, or incorrect items are eligible for appropriate after-sales support.

Before returning any item, please contact us at service@jovellee.com for return authorization and instructions.

1. Return Eligibility

Standard-Size Items

Standard-size items are items ordered using the standard size and color options available on our website, without customer-requested customization.

Standard-size items may be returned if they are unsuitable due to:

• Fit
• Size
• Color
• Style
• Personal preference

Please contact us within 30 days of delivery to request a return.

Once the returned item has been received and inspected, the item price will be refunded.

For returns that are not caused by a quality issue or an error on our part, original shipping fees and rush or expedited service fees are non-refundable, and customers are responsible for return shipping costs.

Custom-Made Items

Custom-made items include items made with customer-requested:

• Custom sizing
• Custom colors
• Custom design or style changes
• Other personalized modifications that differ from the standard options available on our website

Because these items are made specifically for you, custom-made items are not eligible for return due to:

• Fit or sizing preference
• Personal preference
• Color preference
• Style preference
• Change of mind

However, damaged, defective, or incorrect custom-made items are still covered by our Damaged, Defective, or Incorrect Items Policy.

Return Conditions

To be eligible for a return, returned items must be:

• Unworn and unwashed
• Unaltered
• Free from stains, odors, damage, or signs of use
• Returned with the original tags and packaging

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

2. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or materially different from the item or order details confirmed at the time of purchase, please contact us within 30 days of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photos showing the problem
• Photos of the packaging and product tags when relevant

Once the issue has been reviewed and confirmed, we will provide an appropriate solution based on the nature of the problem. This may include a refund, replacement, remake, alteration assistance, or another suitable resolution.

For confirmed quality issues or errors caused by us, reasonable return shipping costs will be covered or reimbursed where a return is required.

3. Refunds

All approved refunds will be issued to the original payment method.

Returns

For approved returns, refunds will normally be processed within 3–5 business days after we receive and inspect the returned item.

For standard-size returns due to fit, size, color, style, personal preference, or ordering the wrong size:

• The item price will be refunded.
• Original shipping fees are non-refundable.
• Rush or expedited service fees are non-refundable.
• Return shipping costs are the customer's responsibility.

Order Cancellations

For approved order cancellations, refunds will normally be processed within 3–5 business days after the cancellation is confirmed.

Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.

4. Cancellation Policy

Because our items are made to order, production may begin shortly after payment is received.

Cancellation terms depend on whether your order is a standard-size item or a custom-made item.

Standard-Size Items

If your standard-size order has not yet been shipped, you may request a cancellation and receive a full refund of the item price and shipping fee.

Once the order has been shipped, it can no longer be cancelled.

After delivery, eligible standard-size items may be returned in accordance with this policy.

Custom-Made Items

Because custom-made items are produced specifically for you and production costs may be incurred shortly after payment, the following cancellation terms apply:

• Within 24 hours of payment: Full refund of the item price and shipping fee
• Between 24 and 72 hours after payment: 70% refund of the item price and full refund of the shipping fee
• More than 72 hours after payment, but before shipment: 50% refund of the item price and full refund of the shipping fee
• After shipment: The order can no longer be cancelled

Unpaid orders may be cancelled automatically.

Order Changes

You may request changes to your order within 24 hours of payment.

Once production has started, additional charges may apply if the requested changes require new materials or additional work.

Please contact us as soon as possible at service@jovellee.com if you need to make any changes.

5. How to Return

To request a return:

Step 1: Contact us at service@jovellee.com within 30 days of delivery.

Step 2: Provide your order number and reason for the return. If the item is damaged, defective, or incorrect, please also provide clear photos showing the issue.

Step 3: Our customer care team will review your request. If your return is approved, we will provide return authorization, return instructions, and the appropriate return address.

Step 4: Pack the item securely, preferably using the original packaging, and send it to the return address provided by us.

Step 5: Use a trackable shipping service and send us the tracking number after the return package has been shipped.

Step 6: Once we receive and inspect the returned item, we will process any approved refund in accordance with this policy.

Please do not send an item back without contacting us first. Items returned without prior authorization may be rejected or experience processing delays.

6. Alteration Support

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

For minor fit adjustments that are not the result of a confirmed production error or quality issue, we may offer alteration reimbursement of up to 20% of the item price, depending on the circumstances.

Please contact us before arranging any alterations and obtain prior approval. We may ask you to provide photos or other relevant information so that we can review the issue.

After the alteration is completed, please provide a clear copy or photo of the tailor's receipt.

The approved reimbursement will not exceed the actual alteration cost or 20% of the item price, whichever is lower.

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

If an alteration is required due to a confirmed production error, defect, or mistake on our part, the issue will be handled under our Damaged, Defective, or Incorrect Items Policy rather than being subject to the standard 20% alteration reimbursement limit.

7. Exchange Policy

We currently do not offer direct exchanges.

If you need a different size, color, or style, you may return an eligible standard-size item for a refund in accordance with this policy and place a new order.

Custom-made items and other non-returnable items remain subject to the eligibility requirements described above.

8. Contact Us

If you have any questions regarding returns, refunds, cancellations, or alterations, please contact our customer care team:

Email: service@jovellee.com

Please contact us and obtain return authorization and the appropriate return address before sending any item back.

Company Information

JOVELLEE is operated by:

Suzhou Haiyitong International Trade Co., Ltd.

Business Address:
No. 1638 Xihuan Road, Jinchang Street,
Gusu District, Suzhou City,
Jiangsu Province 215000,
China

Email:
service@jovellee.com

Phone:
+86 198 5540 1649