Return Policy

Returns

We hope you are delighted with every order from johannaortiz.com. However, if you are not completely satisfied with your item(s), you have 15 days from the delivery date to return your order for a refund, exchange, or store credit, valid for 12 months.

Please be aware that items purchased on our Archive or on Sale are final and not eligible for refunds, exchanges, or store credit. We also cannot accept returns or claims for Johanna Ortiz pieces bought from other retailers or second-hand sites.

All products must be returned in unused condition with all labels attached, using a return slip provided through our return portal. Returns that are damaged, stained, or missing labels will be returned to you. Items received outside the return window will also be returned to you.

Please note that international returns are subject to return shipping fees. International returns will have a separate return portal, and duties and taxes are non-refundable. We do not offer exchanges or store credit for international returns.

If a package is received in an unacceptable condition, we kindly ask you to provide clear pictures of the item, including the box and all attached labels, for our review. These images help us investigate internally and determine the best resolution. Please note that without this documentation, we regretfully cannot proceed to offer a solution.

Please note we are unable to process returns or exchanges for items that have already been exchanged.

Returns are accepted at the sole discretion of johannaortiz.com. Items that are deemed not to meet one or more of the eligibility criteria outlined above will be handled on a case-by-case basis, which may include 1) refusing to accept the return and returning back to you or 2) deducting a fee from the refund or merchandise credit to cover the expense of cleaning, repair, and/or shoebox replacement.

Customers in the UK and EU may request returns within 14 days of receiving their order, including items marked as “final sale,” in compliance with applicable regulations.

Return Instructions

1. Request a return by logging into our return portal on johannaortiz.com with your order number, (including the #) and the email address used to place the order no later than 15 days after receiving your order. *International returns: To initiate an international return, please visit our international returns portal to print your return label and schedule a pick-up.
2. Follow the instructions on the portal, select the reason for the return, and if you would like a refund, exchange, or store credit.
3. Please pack your items securely in the original box and include the original invoice from your order inside the package.
4. Print the return waybill label downloaded from our return portal and attach it to the outside of the box, removing any other label on the parcel.
5. If you are outside the USA, please attach all 3 copies of the commercial invoices to the front of the box. This will help avoid any delays at customs and thus with your refund.
6. Please drop off the parcel at your nearest drop-off location of the courier or schedule a pick-up directly with them.

Once the item(s) have been received, revised, and approved you will be issued store credit, exchange, or refund to the original form of payment within 15 days. Notification via email will be issued.

 

Products that become damaged by a manufacturing fault within six (6) months of purchase are considered faulty. Products that become damaged as a result of normal wear and tear are not considered to be faulty. The Company will determine, in its sole judgment and discretion, whether the damage is a result of normal wear and tear or not.

Damaged or faulty items will be replaced or repaired, where possible, and subject to availability. If a Product cannot be replaced or repaired, you are entitled to a full refund within the six (6) month period.

 

Cancellations

Cancellations are only applicable when the order has not been fulfilled. To request a cancellation please contact our customer care team.

*Please note our Customer Service Teams is available during business hours and cancellation requests may not be seen immediately.

 

Refund Policy

1. Cancellations: Once a cancellation has been reported, the Company will send a proof of refund for the corresponding amount within 7 business days. The refund will take place through the same method of payment originally used.
2. Returns: The Company will send proof of refund of the corresponding amount (which may exclude taxes and shipping fees) within 15 days from the date the returned products are received at our warehouse. Returns that fail to meet the conditions listed above will returned to you. The refund will take place through the same method of payment originally used and may take up to 15 days to be reflected on bank statements. 

Please note we do not offer price matching on items once a sale or promotion has been launched. Prices are subject to change at our discretion, and discounts cannot be applied retroactively to previous purchases. Thank you for your understanding.