Refund Policy

Last updated: 2 September 2026

At J. Wonyen, every garment is produced in small quantities and finished by hand. We want you to be genuinely happy with your piece, and this policy explains exactly when a return, exchange or refund is possible.

1. Return Window

You may request a return within 14 days of the date your order is delivered. Requests made after 14 days cannot be accepted.

2. Condition of Returned Items

To be eligible for a return, the item must be:

  • Unworn, unwashed and unaltered
  • Free from perfume, make-up, deodorant marks, stains and odours
  • In its original condition with all tags, labels and packaging attached
  • Accompanied by proof of purchase (order number or receipt)

Items returned in a condition that does not meet these requirements may be refused or subject to a reduced refund.

3. Items That Cannot Be Returned

The following are final sale and cannot be returned, exchanged or refunded unless faulty:

  • Custom, bespoke and made-to-measure garments
  • Any piece altered to your measurements at your request
  • Bridal and couture commissions
  • Items purchased at a discount, in a sale or with a promotional code
  • Gift cards
  • Earrings and other pierced jewellery, for hygiene reasons

Because these pieces are produced specifically for you, the fabric, cutting and hand-finishing cannot be reused. Please review your measurements carefully before confirming a bespoke order.

4. How to Start a Return

  1. Email info@jwonyen.com within 14 days of delivery with your order number, the item you wish to return, and the reason.
  2. We will reply with a return authorisation and the return address. Do not ship an item back before receiving this authorisation, as unauthorised returns may not be processed.
  3. Pack the item securely in its original packaging and send it using a tracked, insured service.

5. Return Shipping Costs

Return shipping is paid by the customer unless the item arrived faulty, damaged or incorrect. We recommend a tracked and insured service, as we cannot be held responsible for returns lost or damaged in transit. Original shipping charges, duties and taxes are non-refundable.

6. Refunds

Once your return is received and inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to the original payment method within 5 to 10 business days of approval. The time it takes for the funds to appear depends on your bank or card issuer.

If more than 10 business days have passed since your refund was approved and you have not received it, contact your bank first, then email us at info@jwonyen.com.

7. Exchanges

We are happy to exchange an eligible item for a different size or a different piece, subject to availability. Follow the return process above and tell us what you would like instead. If the replacement is of higher value, we will send a payment link for the difference. If it is of lower value, the difference is refunded to your original payment method.

8. Faulty, Damaged or Incorrect Items

Inspect your order on arrival. If a piece arrives faulty, damaged or is not what you ordered, email info@jwonyen.com within 48 hours of delivery with your order number and clear photographs of the item and the packaging. We will arrange a replacement, a repair or a full refund including shipping costs, at no expense to you.

Small variations in colour, texture, beadwork and print placement are characteristic of handmade and hand-dyed garments and are not considered faults.

9. Cancellations

Ready-to-wear orders can be cancelled for a full refund if the request reaches us before the order has been dispatched. Bespoke and made-to-measure orders can be cancelled within 24 hours of purchase. After 24 hours, production has begun and the order cannot be cancelled.

10. Contact

For any question about a return, exchange or refund, email info@jwonyen.com or use our contact page. We respond within 1 to 2 business days.