We’re committed to ensuring your satisfaction with every interaction, and our return and refund guidelines are designed to be clear, fair, and straightforward. Below is a detailed breakdown of our policies to help you navigate returns and refunds with ease.
You may initiate a return request within 30 calendar days from the date your order is marked “delivered” (per your shipping confirmation email). This window is strictly enforced—we cannot accept or process returns submitted after the 30-day period has expired.
To qualify for a return, items must meet the following criteria to ensure quality and consistency:
- Remain unworn, unwashed, and unaltered (free from any signs of use or damage);
- Have all original tags, labels, and attachments intact and unremoved;
- Be returned in the original packaging (if packaging was provided with your order).
Certain items are excluded from returns for hygiene, policy, or product-specific reasons:
- Final sale items (clearly marked as such at the time of purchase);
- Items labeled “non-returnable” on their product page;
- Gift cards and digital vouchers (these are final sale, except where required by applicable law to offer refunds).
All return exclusions are clearly highlighted during checkout to avoid confusion.
We do not offer direct exchanges for size, fit, or preference changes. If you require a different option, we recommend placing a new order (to ensure availability) and separately initiating a return for your original purchase to receive a refund.
In cases where items arrive defective, damaged, or are incorrectly fulfilled (e.g., wrong item shipped), our team may, at our discretion, offer a complimentary replacement (if the correct item is in stock) or a full refund—this is determined after verifying the issue and reviewing supporting details (e.g., photos of defects).
The responsibility for return shipping costs depends on the reason for the return:
- Our error (defective/damaged/incorrect item): We cover 100% of return shipping costs and will provide a prepaid return label (where available for U.S. and Canadian orders) to simplify the process.
- Change of mind (e.g., wrong size selected, no longer wanted): You are responsible for all return shipping fees. Additionally, original shipping fees paid at checkout are non-refundable—unless the return is a direct result of our error (e.g., defective item or fulfillment mistake).
Do not ship items back without prior approval—unauthorized returns will not be processed and may be returned to you at your expense. To start a return:
- Email our support team at [email protected] with:
- Your full order number;
- A clear reason for the return (e.g., “defective,” “change of mind,” “incorrect fulfillment”);
- For defective or damaged items: high-resolution photos showing the issue (to expedite review).
- Our team will review your request within 1–2 business days, confirm eligibility, and provide detailed return instructions (including where to ship items and how to track your return).
Once we receive your returned items and complete a thorough inspection (verifying they meet our return criteria), we will send you an email notification with the outcome:
- If approved, your refund will be issued to your original payment method (the card or account used at checkout) within 5–10 business days of inspection.
- Please note: Your bank or card issuer may require additional time (typically 3–7 business days) to post the refund to your account—this processing time is outside our control and varies by financial institution.
If you have not received your refund after the 5–10 business day processing window:
- First, check with your bank or card issuer—refunds may appear as a pending transaction or under a descriptor like “D. Jones Standard Studio Refund” on your statement.
- If the refund is still unaccounted for after verifying with your financial institution, contact our support team at [email protected] with your order number and refund request details—we will investigate and update you promptly.
For orders shipped to Canada, any import duties, taxes, or customs fees assessed by the Canada Border Services Agency (CBSA) or your delivery carrier are the sole responsibility of the recipient. These fees are not set by D. Jones Standard Studio and are non-refundable, even if you return your order.
When an eligible return is processed for a Canadian order:
- We will refund the order’s subtotal (and original shipping fee only if required by Canadian law and the return is due to our error, such as a defective item);
- Import duties, taxes, or customs fees you paid upon delivery will not be included in the refund (these are collected by Canadian authorities and cannot be refunded by our team).
For any questions about returns, refunds, or Canadian customs responsibilities, reach out to our support team at
[email protected]—we’re here to help!
