Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
For unused products, items must be returned in the same condition in which you received them, unused, unopened where applicable, and in their original packaging. You’ll also need your order number or proof of purchase.
To request a return, email hello@jollenails.com or use our contact form. Please include your order number, select the relevant return reason, and provide a short explanation.
We’ll respond within 48 hours on working days with your return instructions.
Items sent back to us without first requesting a return will not be accepted.
30-Day Money-Back Guarantee
If you’re not happy with your Jollè products, you may request a return under our 30-Day Money-Back Guarantee within 30 days of receiving your order. More information here.
Unlike our standard return policy, products covered by the 30-Day Money-Back Guarantee may have been opened and used.
To request a return under the guarantee, email hello@jollenails.com or use our contact form and select “30-Day Money-Back Guarantee” as your return reason. Please include your order number and a short explanation of your experience.
We’ll respond within 48 hours on working days with your return instructions.
Once we receive your returned products and your return has been approved, we will refund the full product price to your original payment method.
The 30-Day Money-Back Guarantee is intended to allow customers to genuinely try Jollè products. We reserve the right to decline claims where we reasonably believe the guarantee is being misused.
Damages and issues
Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, or if you receive the wrong product so that we can evaluate the issue and make it right.
Please email hello@jollenails.com and include your order number and, where relevant, photos of the issue.
Non-Returnable Items
Unfortunately, we cannot accept standard returns on:
- Gift cards
- Used or opened products, unless the return qualifies under our 30-Day Money-Back Guarantee
- Items returned without first receiving return instructions from us
Sale items may be returned in accordance with this policy unless they were clearly marked as final sale at the time of purchase.
Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different product is to return the item you have in accordance with this policy and, once your return has been accepted, place a separate order for the new item.
European Union 14 day cooling off period
If your order is shipped to a country within the European Union, you may have the statutory right to cancel your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, you must notify us within the 14-day period.
Products returned under the statutory right of withdrawal should be returned in their original condition and packaging where reasonably possible. You may inspect and handle the products only to the extent necessary to establish their nature, characteristics and functioning.
Your statutory rights under applicable consumer law are separate from, and are not affected by, our 30-Day Money-Back Guarantee.
Refunds
We’ll notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Please remember that your bank or card provider may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@jollenails.com.