Refund policy
At SJCouture, we want you to love what you ordered. If something isn't right, here's how returns and refunds work.
1. Return Window
You may request a return or exchange within 7 days of the delivery date shown on your tracking. Requests made after this window will not be accepted.
2. Condition of Items
To be eligible for a return, items must be:
- Unworn, unwashed, and unaltered
- Free of makeup, perfume, or odour
- In original condition with all tags still attached
- In their original packaging
Only one return request is allowed per order. Items that do not meet the conditions above will be sent back to you and will not be refunded.
3. Non-Returnable Items
The following items cannot be returned or exchanged:
- Innerwear, intimates, and swimwear
- Accessories (bags, jewellery, belts, etc.)
- Items marked Final Sale or purchased during a clearance/sale promotion
- Items that have been altered or damaged after delivery
4. How to Request a Return
Email us at sjcouture.co@gmail.com with your order number, the item(s) you'd like to return, and the reason. We'll confirm your eligibility and provide the return address and instructions. Please do not send items back before receiving this confirmation.
5. Refunds & Exchanges
Once your return is received and inspected, we will notify you of the approval status. Approved returns are processed as:
- Store credit, valid for 30 days from the date it's issued, or an exchange for a different size/colour (default for change-of-mind returns), or
- Refund to your original payment method, for items that are defective, damaged, or not what you ordered
Approved store credit or exchanges are processed within 3-5 business days of us receiving the item. Refunds to your original payment method take 5-7 business days, plus additional time for it to appear on your bank or card statement.
6. Return Shipping Cost
Customers are responsible for return shipping costs, except where the item received was defective, damaged, or not what was ordered - in these cases, SJCouture will cover the return shipping cost or arrange a replacement at no charge.
7. Damaged, Defective, or Wrong Item Received
Please contact us within 48 hours of delivery at sjcouture.co@gmail.com with your order number and photos of the item/packaging. We will arrange a free replacement, exchange, or full refund.
8. Order Cancellations
Orders can be cancelled free of charge within 24 hours of purchase, provided the order has not yet been processed or shipped. To cancel, email us as soon as possible with your order number.