2. Return & Refund Policy
Last updated: Today
At Jade Closet we want you to feel comfortable shopping with us. This policy explains how returns, refunds and our 30 day money back guarantee work. It applies to purchases made through jade-closet.com.
30 day money back guarantee
If you are not happy with your order, contact us within 30 days of receiving it. Email info@jade-closet.com with your full name, order number, the email address used for the order, the reason for the return, and clear photos if the item is damaged, faulty or incorrect. We reply within 2 business days with next steps.
Return approval is required
Please do not send anything back before contacting us. Every return must first be approved by email. Once approved we send you the correct return address and instructions. Items sent back without approval cannot be processed or refunded.
Return address
Returns are not processed locally. All approved returns must be sent to our supplier's warehouse, which is located in China and is where your order was originally shipped from. We provide the full return address once your return has been approved.
Who pays for return shipping
If the item is faulty, damaged or not what you ordered, we cover the cost. For change of mind, size changes or unwanted items, return shipping is the customer's responsibility, including any international postage and customs charges. Refunds cover the product price only. Original shipping costs, return postage and import charges are not refundable. In some cases we may offer a partial refund or a replacement instead of a physical return, which saves you the shipping cost. We will always tell you which option applies before you send anything.
Tracking
Approved returns need valid tracking. We can only process a refund once the parcel has been received and confirmed. Parcels lost in transit without tracking cannot be refunded.
Condition of returned items
Items must be unworn, unwashed, unused and in original condition with tags and packaging attached. Items showing wear, washing, damage, perfume, stains, makeup marks or alterations may be refused or refunded in part. Footwear should only be tried on indoors on a clean surface. Shoes showing outdoor wear on the sole cannot be accepted.
Ordering multiple sizes
Ordering several sizes of the same item with the intention of returning part of the order is discouraged and may be refused. In these cases we can offer an exchange, a discount or a partial refund, but not a full refund on the additional items.
Damaged, faulty or incorrect items
If your item arrives damaged, faulty or incorrect, contact us at info@jade-closet.com within 48 hours of delivery. Include your order number, a description of the issue and clear photos of the item and its packaging. Reports made after this window may not be eligible for a replacement or refund. Where we can, we will still try to find a solution.
Lost or missing parcels
If tracking shows your parcel as delivered but you cannot find it, please check with neighbours and your local delivery point, then contact us within 7 days. Where tracking confirms delivery to the address provided, we are generally unable to issue a refund, but we will look into it with the carrier on your behalf.
Incorrect address or refused delivery
If a parcel is returned to us because the shipping address was entered incorrectly or the delivery was refused, we can reship the order once the original shipping cost has been paid, or issue a refund minus the shipping cost already incurred.
Items that are not eligible
Gift cards, clearly marked final sale items, personal or hygiene related items, items that have been worn, washed or used, and items returned without approval. This does not limit your rights under applicable consumer protection laws.
Refund processing
Once your return is received and approved we email you a confirmation. Refunds go back to your original payment method within 5 business days. Depending on your bank or card provider it can take another 3 to 10 business days to appear on your statement.
Exchanges
Exchanges depend on product availability. Contact us at info@jade-closet.com and we will let you know what is possible.
Order cancellations
Contact us as soon as possible at info@jade-closet.com. If your order has not yet been processed we will cancel it and refund you in full. Once an order has been processed or shipped it can no longer be cancelled, and a return can only be requested after you have received the item. The 30 day guarantee starts from the day your order is delivered.
Your consumer rights
Nothing in this policy limits your rights under applicable consumer protection laws. Depending on where you live you may be entitled to a repair, replacement, refund or other remedy.
Contact
info@jade-closet.com
Contact us For return, refund or order questions, contact us at info@jade-closet.com.