Refund policy

Order cancellation

Once an order is placed, it cannot be cancelled. Please review your size, product details, and shipping address carefully before completing checkout, as we begin processing your order right away.

Return and exchange eligibility

We accept returns and exchanges within 7 days of delivery, provided the item is unused, unwashed, and in its original condition with all tags attached. Items that have been worn, altered, or damaged after delivery are not eligible.

How to initiate a return or exchange

Reach out to us on Instagram @jvli.store, email us at thejvlistore@gmail.com, or WhatsApp us at 89390 12321 within 7 days of delivery, with your order number and reason for return. We'll guide you through the next steps, including how to send the item back to us.

Return shipping

Return shipping costs are the customer's responsibility, unless the item received is damaged or incorrect.

Damaged or incorrect items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with photos of the issue. To help us process your claim quickly, we may ask for a clear, unedited unboxing video showing the sealed package being opened. We'll arrange a replacement or refund at no additional cost to you.

Exchanges

For size or fit issues, we're happy to exchange your item for a different size, subject to availability. Since some of our pieces are made-to-order, exchange timelines may vary, we'll let you know what to expect when you reach out.

Refunds

Refunds are issued for damaged or incorrect items that cannot be replaced. Once approved, refunds are processed to your original payment method within 7–10 business days, subject to your bank or payment provider's processing time.

When we can't offer a refund

A few situations come up often enough that we want to be upfront about them. If your order arrives exactly as described and simply isn't what you expected, whether that's the fit, the shade, or a change of heart, we're not able to refund it, though we're always happy to help with an exchange where possible.

A couple of practical notes on the made-to-order side: since we start working on your piece once it's confirmed, delivery running a little longer than a ready-stock item isn't grounds for a refund, as long as we're actively getting it to you. And because each piece is handled individually rather than mass-produced, tiny differences from one to the next are normal and expected, not a flaw.

Lastly, if a delivery attempt didn't succeed because no one was around to receive it, or because the address on file wasn't accurate, that's not something we're able to refund for. Any reattempt or reshipment in these cases would be handled separately and may involve additional charges.

Sale items

Items purchased during sales or promotional offers are not eligible for cancellation, return, exchange, or refund, unless the item received is damaged or incorrect.

Need help?

For any return or exchange queries, reach out to us on Instagram @jvli.store, email us at thejvlistore@gmail.com, or WhatsApp us at 89390 12321. We're happy to help.