We’ve put a lot of work into making sure that AquaJelly products are of the highest quality, and we really hope you love yours. That said, we know that sometimes you may need to return an item.

We accept returns for change of mind, size changes and style changes, within 30 days. As soon as we have received the returned item, we will issue you with a store credit (or send an exchanged item, if that's what you've requested, subject to stock availability). We do not offer refunds unless you receive and item faulty or damaged (see below).

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return (that is, we must receive the returned item within 30 days).

NEED TO RETURN OR EXCHANGE AN ITEM?

We offer store credits or exchanges (subject to stock availability). The best way to ensure that you get the right size is to read and follow our size guide! However if you would like to receive a store credit or exchange an item, you can return an item under the following conditions:

1. We must receive the returned item within 30 days of you receiving your order.

2. Please make sure the item is returned in its original condition, unworn, unwashed, unsoiled, with tags and the hygiene liner still attached, no odours (including perfumes).

3. Please complete the returns card which came with your order. Send this card along with the returned item(s). To be doubly safe, you can also email us at returns@aquajelly.com to let us know your return is coming. We will action the exchange or store credit as soon as we receive your item.

4. Please email us at returns@aquajelly.com and we will issue you with a return address.

5. It is your responsibility to pay for shipping of returned items back to us. It is also your responsibility to track the items. If you’re worried, please take out insurance just in case.

6. You can send the item(s) in any packaging you like, so long as it is neatly packed, well protected and arrives to us in the same condition that it was sent.

7. We will cover the shipping of exchanged items back to you, but we will only accept one exchange per order. In other words, we will not exchange goods that have already been exchanged.

8. Please give us up to seven business days for us to send out your new (exchanged) items. We will send these by Parcel Post, so it may take a little longer for them to reach you than your original order.

9. You acknowledge there is a chance that you may request an item to be exchanged, but the exchanged item is out of stock. If this happens, we apologise and will contact you to see if another style could work for you.

If these conditions are not met, the return will be rejected and you will need to pay for the item to be sent back to you.

If you prefer, then rather than an exchange we can offer you a store credit valid for 12 months which can be used storewide on our online store. 

FAULTY OR DAMAGED ITEMS

Whilst we hope this never happens, if you believe your product is faulty or damaged, please accept our apology. Email us at returns@aquajelly.com with your name, order number and a photo of the faulty or damaged item. If the item is actually faulty, our Customer Support team will work with you to issue a replacement in the first instance. Failing that, a refund will be provided. Your refund will be processed back to your original payment method within 5-10 business days after being delivered to AquaJelly HQ. Once you receive your refund notification, please allow an additional 5-10 days for your bank provider to post the amount to your account.