You can initiate a return within 30 days of receiving your order. Once the return request is made, please dispatch the item within 3 days. In special circumstances, this period can be extended to 7 days.
Returns
- Return Policy
- How to Request a Return
- Refund
Guidelines for Returns
1. Initiate a Return within 30 Days
2. We Pay the Return Shipping within 7 Days
We will issue you a return label and pay for the return shipping fee if you return it within 7 days.
3. Contact Customer Service First
The first step in processing a return is to contact our customer service team to get the appropriate return warehouse address and return shipping label. Returns not confirmed by our official customer service will not be eligible for a refund.
4. Return Locations
Orders from the USA must be returned to our US warehouse. For orders from other countries, please contact customer service to obtain the return address.
5. Condition of Returned Products
All returned items must be in new, unused, and undamaged condition to be eligible for a refund. We do not accept returns of used or damaged products. It's important to note that used or damaged goods are not eligible for a refund.
6. Damaged Goods Upon Arrival
If you receive a product that is damaged due to shipping, please contact our customer service within 48 hours of receipt. Provide photos or videos of the damaged product. We will promptly arrange to send you a new product and cover the return shipping cost (up to $10).
7. Exchanges for Non-Quality Reasons
If you’d like to exchange your product for reasons other than quality within 30 days, our customer service team will be happy to assist. After you contact us, we’ll provide the correct return warehouse address based on your location.Please ensure the item is unused and the lace remains uncut.
If your exchange request is made within 7 days of delivery, JALIZA will cover the return shipping fee, with no handling fees charged.
Please note that custom orders cannot be returned or exchanged, except in cases of quality defects.
8. Errors by JALIZA
For incorrect or missing items due to JALIZA's error, please contact our customer service as soon as possible. We will re-dispatch the correct items within 2 business days.
1. Contact Customer Service
Contact JALIZA customer service at support@jaliza.com, and be prepared to provide relevant photos or videos if necessary.
2. Get Return Address
Once confirmed by our customer service, you will be provided with the return address. (US customers will return items to our US warehouse, while customers from other countries will receive a corresponding return warehouse address.)
3. Fill Out the Return Form
Complete the return form included in your package and send it back with the item. If you cannot find the return form, download and print it from here.
4. Dispatch Within 48 Hours
After receiving confirmation from customer service, dispatch the return item through a logistics company within 48 hours.
1. Inspection by JALIZA Warehouse Staff
Upon receipt, our warehouse staff will inspect the returned item.
2. Return Confirmation
Within 7 days of receiving your return, JALIZA customer service will notify you whether the item meets our return standards.
3. Refund Process
Once your return is confirmed to meet the standards, our customer service will initiate the refund.
4. Refund Timeline
Depending on the processes of different financial institutions, the refund may take 5-7 business days to be credited, typically via the original payment method.