Exchanges and Returns
Is there a charge for requesting an exchange or return?
Exchanges and returns at Jo-Essel.com are always free of charge when using our return methods designed by the company.
How long do I have to make an exchange or return?
All returns or exchanges must be made within 14 days of the shipping confirmation email. More information can be found in the Purchase Conditions.
Jo-Essel.com reserves the right to reject returns that are sent or communicated outside of the return period limit, or items which are not in the same condition in which they were received.
NOTE: All items for exchange or returns, MUST be in the same condition in which they were received.
How can I make an exchange or return?
At any post office: there will be a return slip within the shipment, as long as the post office is in the same country/region in which the purchase was made. You will be able to make a return or request an exchange for size or color.
At Jo-Essel.com: Go to My Account > Orders and Returns to request an exchange in size or make a return.
Home Return: Apply the printed label to the sealed bag and follow the "Home Return" instructions on the return label.
Drop-Off: Apply the printed label to the sealed bag and follow the "Drop Off" directions on the return label.
If you placed your order as a guest, you will be able to make a return by accessing the link included in the order confirmation email.
Where can I find my receipt?
You will find it attached to the notification email you received when your order was sent, or in the details of your invoice under the My Account section.
Please remember that your receipt is essential for returning or exchanging items. You can present it on your mobile device or print it out.
Can I keep the original item after having requested an online exchange at Jo-Essel.com?
No. Your original payment method will be charged for the item(s) if we do not receive the item(s) for exchange in 14 days.
Once I have exchanged an item, can I return online the new item at Jo-Essel.com?
Yes. You can return it within 14days of the shipping confirmation email.
Can I exchange or return any item?
Yes, as long as it is in perfect condition and has all its labels on it. As well as in same condition in which they were received.
NOTE: Keep the following exceptions in mind:
Swimwear: Must include the hygiene sticker on them.
Underwear: underwear items will not be exchanged or returned, except for tops, bodysuits, and vests from the Kids' section kept in their original packaging.
Accessories: Must be returned in their full original packaging.
Fragrances: Must be returned in the original sealed packaging.
NOTE: All hair products will not be exchanged or returned.
When will I receive the refund for my return?
You will receive the amount to the same method used to make the purchase in an estimated period of 10-14 days, depending on your bank.