Returns & Refund
We hope you love what you ordered! But just in case you're not 100% satisfied, we've made the process super easy for you.
JJ's House will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to Contact Us directly for assistance with processing your return.
JJ's House will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
1. Submit a return request at Contact Us to Customer Service within 14 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 14 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
At JJ's House, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL FACE MASKS ITEMS:
All face mask sales are final. No returns or exchanges.
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
All Sample Sale items are final sale. No returns, no refunds, no excahges.
If we sent the wrong order or item(s), you received any broken items, or the personalized info is different from you provided to JJ's House, you may return or exchange the unused item in its original condition as long as you contact us within 100 days from the delivery date.Return & Exchange Conditions:
*Items returned without authorization will not be accepted.
*The time frame for return & exchange must not exceed 100 days from when the original order was received.
*The item must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
*The item being returned must have the jewelry tag attached.
*Any promotional gifts must also be returned with your returned item. Otherwise, the retail price of the promotional gift will be deducted from the refund.
*Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance of your JJ's House product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver are easily damaged.
*Products are damaged by misuse, mishandling, or poor maintenance.
*Silver pieces are given detail by oxidation, overtime, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
JJ's House reserve the right to void refund/return that shows signs of modification, abuse or damage beyond "normal wear", as deemed by our jewelry professionals.
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:
• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.
If you would like to cancel your order, please login to My Orders, select the order you need help with, and request cancellation.