Refund policy

RETURN POLICY

  • We have a 30-day return policy for domestic orders. Eligible items may qualify for a refund, store credit, or size exchange based on the item’s return eligibility and discount level. If you need to make a return, it is important to do so within 30 days of your purchase. Please make sure to review the return conditions below and obtain prior authorization before sending anything back.
  • If Free Returns & Package Protection wasn’t added at checkout, you’ll just need to cover the shipping costs for delivery, returns, and exchanges. Shipping and handling fees are non-refundable, but our regular return policy still applies.
  • Bridal Gowns are subject to a $10.00// FINAL SALE // restocking fee if returned, plus applicable taxes. The fee will be deducted from the refund once the return is processed. Additional return shipping & handling costs are the responsibility of the customer. Please visit our Bridal Gown Policy dropdown for more details.

  • Checkout+ provides free return shipping on eligible items (excluding final sale items and products ending in $0.97). Please note that if the customer chooses a pickup service or any additional courier arrangement beyond the standard return label provided, any extra pickup or courier fees will not be covered by Joyfolie. Customers are responsible for those additional charges. Checkout+ fees are non-refundable, as the return shipping benefit becomes available upon purchase. Checkout+ does not include package protection. For lost, stolen, missing, misdelivered, or damaged packages, customers will need to coordinate directly with the shipping carrier regarding any available investigation, claim, or resolution.

REFUNDS

  • Refund eligibility is based on the discount applied to each individual item.
  • Full-priced items qualify for a refund, store credit, or size exchange, provided they meet our return conditions.
  • Items purchased with a promo code, coupon code, email code, or markdown pricing may qualify for a refund, store credit, or size exchange if the item discount is up to and including 30% off.
  • Items discounted more than 30% off are not eligible for a refund, but may still be eligible for store credit or size exchange.
  • Full-priced merchandise purchased with store credit or gift cards will be refunded back to the same code during processing.
  • Shipping and handling fees are non-refundable.

CODES / SALES / FINAL SALE

  • Promotional code, coupon code, email code, featured sale, markdown, and SALE items are reviewed based on the discount applied to each individual item.
  • Items discounted up to and including 30% off may be eligible for a refund, store credit, or size exchange, provided they meet our return conditions.
  • Items discounted more than 30% off are not eligible for a refund, but may still be eligible for store credit or size exchange.
  • SMS subscribers and direct link users may have the ability to use the “auto apply” option. By using this service, you are agreeing to apply the provided code to your order. Codes are not automatically applied without the use of this service and can be deactivated during the checkout process.
  • BOGO items are eligible for size exchange or half of the total purchase price in store credit.
  • Items with sale prices ending in $0.99 are considered hard-marked items and are eligible for store credit or a size exchange only. They are not eligible for a refund.
  • // FINAL SALE // items with sale pricing ending in $0.97 are not eligible for any type of return. Sample Sale boxes, Mystery boxes, and masks are always marked as Final Sale.

COMPLIMENTARY PROMOTIONAL GIFTS

  • Complimentary promotional gifts have no cash value and are not eligible for refunds or store credit.
  • If a return reduces the remaining purchase amount below the qualifying promotional spend threshold, the complimentary gift must also be returned in its original, unworn condition with all tags and original packaging intact.
  • If the complimentary gift is not returned, its assigned promotional value may be deducted from the customer’s refund.
  • Size exchanges for the same complimentary promotional gift may be available, subject to inventory availability. Return and exchange shipping charges may apply.
  • If you received the wrong promotional gift or size, or if your gift arrived damaged or defective, please contact our Customer Service team for assistance.

SIZE EXCHANGES

Eligible merchandise, excluding Final Sale, may qualify for a size exchange. All requests for size exchanges need to be submitted for authorization and returned within 30-days of your initial purchase. 

  • Size exchanges must be in the same color and style as the original item. Please provide the new size(s) needed. Our team will be happy to take a look at the inventory available once your return has been processed. If we no longer have your size available store credit will be issued.
  • Once your return has been submitted a Return Authorization Slip will be emailed to you to include in your packaging. 
  • New orders are shipped with $8.99 Flat Rate delivery methods. An invoice will be sent via email once your return is processed.  If you require expedited shipping on your new items please let us know during your inquiry so we can provide options for your location. If taxes are applicable on shipping in your area these will be reflected

TRY-ON GUIDANCE

  • It is recommended to remove fragrances, deodorant, body tanners, and makeup while you are making decisions on your items
  • Gowns and Bridal may have floor-length material or a train that is likely to pick up hair, synthetic fibers and floor debris. Establish an area that will allow ease, while also protecting the garments as this will be considered damaged merchandise if returned in this condition
  • While we understand alterations may need to be made on your final purchase, please ensure any styles you wish to return are also free of pin marks, fabric markers, hair and stains
  • Swimwear and Intimates should be tried on with personal undergarments
  • Footwear should be worn on carpeted surfaces to prevent marks on the outer sole

RETURN CONDITIONS

Returns are inspected thoroughly as we can only resell merchandise in new condition. Joyfolie has the right to deny any returned merchandise in poor condition--please make sure your items are as initially received so we can take care of you!

  • All items must be returned new, unworn, unaltered, and unwashed
  • Materials must be free of debris, hair, stains, markings, and fragrances
  • Any items with missing liners or detached sewn in “Non-Removal Tags” are NOT eligible for any return
  • Customers are responsible for shipping their returns, except in circumstances of a defect
  • All return items must be authorized prior to their return through our Returns Page and a return authorization slip must be placed in the packaging for every order included
  • Any denied merchandise will be returned at the expense of the customer. 
This policy helps us continue offering the best prices, styles, and service while maintaining fairness across our community.

DAMAGED / DEFECTIVE

If you suspect that you have received a defective item, please email us at info@joyfolie.com and attach 2-3 clear photos of the area in question within 7-days from the date of purchase.

  • Defective items will be exchanged for the same item. If this item is unavailable, store credit will be offered.
  • Items that are received with broken buttons, broken snaps, holes, inoperative zippers, or stains are considered defective.
  • Defective items do not include: differences in beading patterns, loose strings that may be cut off, wrinkles or creases, sizing issues, not laying flat, etc. Merchandise may vary in color due to computer monitor resolution/brightness, photography lenses and indoor/outdoor lighting. These scenarios do not qualify as defects.
  • Joyfolie does not accept returns for merchandise that have been damaged due to washing attempts or wear and tear.

RETURN PROCESSING

We need time to take care of you, so we request 7-10 business days to receive, inspect and process your return after arrival. We will reach out to you via email once this is completed. If this time period has passed, kindly provide us with your authorization number and proof of delivery via email at returns@joyfolie.com.

  • Store credit will be made immediately available to you once you have received the emailed code. This code is valid for 180 days from the date it’s issued and can be used toward any Joyfolie merchandise, excluding gift cards.
  • Refund notifications will be sent via email. It may take an additional 5-7 business days for financial institutes to reflect this in your account. If you have concerns about a pending transaction please contact your provider.

RETURN SHIPPING

All returns must be authorized and delivered within 30-days to:

Joyfolie Distribution

Attention: Returns / Joyfolie

1809 W Frankford Rd #160

Carrollton, TX  75007                               

SHIPPING INSTRUCTIONS: Place your item into its original clear poly-bag and/or box and enclose the return authorization slip in the shipping package. Footwear boxes must be encased in another package in order to protect the exterior and product. We cannot accept any footwear back if the box is not returned in its original condition. If you are reusing any shipping packaging please ensure all previous labels have been removed or entirely covered to avoid delivery delays.

All returns can be shipped using any carrier of your choice. A discounted return postage rate is available during the authorization process; however, please note this postage is not insured. We recommend using a trackable, insured carrier service, as we are not responsible for parcels lost or damaged in transit.

If you have more than one order to return, you may place multiple orders in one package; however, you will need to purchase return shipping outside of the portal options due to weight variances. In cases where proof of delivery is necessary, you may be asked to provide your tracking information.

Important: All returns must be processed through our return portal before shipping. Returns sent without being processed in the portal will be rejected and sent back to you.

Please include an authorization slip for all items being returned or they may be denied at Joyfolie's discretion.