Returns and Exchanges
Our goal is to provide a stress-free shopping experience, make sure you love your purchase, and be here for you as your plans evolve.
If you'd like to return an item, just follow the steps below. Need help? Email to [email protected] and one of our expert stylists in customer service will text you back! Emailing allows you to go about your day and respond at your leisure.
Returns & Exchanges Policy
All returns and exchanges must be in their original condition—unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging with all tags attached. Once any tag has been removed, an item cannot be returned.
Items not eligible for returns:
• Personalized and dyed items
• Perishables, swimsuits, and personal care items including face masks
• Final sale items
• Items with any tags removed
Returns: For purchases made at www.jonilily.com, you may initiate a return for up to 7 days after you receive your merchandise for a refund in the form of your original payment.
Follow the instructions below to return by mail and a $12.50 charge for the prepaid shipping label will be deducted from your refund. If you choose not to use the prepaid label, you may pay for return shipping via your choice of carrier.
Exchanges: We accept exchanges for online orders up to 60 days after receipt of merchandise in any of our U.S locations. To complete an online order exchange, you must complete a return and place a new order of equal or greater value. Please contact us to assist you with both your return and placing your new order. You can reach us by email EXCHANGE to [email protected] and one of our expert stylists in customer service will email you back Monday–Friday, 10 AM–8 PM EST.
How to Return an Online Purchase by Mail
Obtain your RMA
Pack it up
Send it off
Step 1: Obtain your RMA
- 1. Go to Order Status and enter your order number and email. You can find your order number in your confirmation and shipping emails or on your packing slip.
- 2. Click on the order, then select Initiate Return (RMA) next to the item you want to return in the Estimated Delivery column.
- 3. You will receive an email with details about your return, including a prepaid shipping label and instructions.
Your RMA expires 7 days after the date it was created, so be sure to send your return within that time frame.
If you are returning more than one item, you will receive an RMA and shipping label for each item.
Step 2: Pack it up
Print the prepaid return label and attach it to the box with the item you’re returning. You may package multiple items together if they have the same return address.
Step 3: Send it off
Once your return is properly packaged, take the package to any UPS-authorized location or drop box — visit ups.com/dropoff. Be sure to keep your receipt and tracking information.
As a reminder, ship your item to us within 7 days of initiating your return.
We will inspect and process your return within 14 days. You will receive a confirmation via email when your return has been processed.
Please allow up to two billing cycles for the return credit to appear on your credit card statement. Credits are processed for the original cost of the merchandise plus tax—initial shipping and handling fees will not be refunded.
If an item is returned in unacceptable condition, we will send it back to you and no refund will be issued.
Have a question? Email to [email protected]
Defective, Damaged or Incorrect Items
Reporting an issue
f you receive a defective, damaged, or incorrect item, we'd like to make it right. Tell us about the issue by email [email protected] within 7 days of receiving the shipment. You will be given specific instructions on how to return the item. When you send back the item, include a note of explanation in the return box.
Replacing an item
We'll do our best to replace defective, damaged, or incorrect items. If we cannot send a replacement, you'll be refunded the purchase price plus shipping and handling fees.
Online Changes & Cancellations
We start processing orders as soon as they're placed and are unable to change or cancel orders once confirmed. This includes changes to products, payment method, shipping address, and shipping method.