Returns, Exchanges and Cancellations

Returns

To request a return, please log in to your account on johannaortiz.com no later than 15 days after you have received your order. If a return request has not been submitted, we will have to send the package back to the original address. Please note that items purchased in-store need to be returned in-store as well.

You should find a prepaid return label in the envelope inside the box. If not, kindly let us know by writing to customerservice@johannaortiz.com and we will send you one in the next 48h. Once you have your return shipping label, follow the instructions to complete your return:

Instructions

1. Carefully pack the items you are returning, preferably in the original box.
2. Print your return label and attach it to the package. Ensure any old shipping labels are covered or removed.
3. For international clients, include 3 copies of the commercial invoice in the pouch on the box.
4. Drop off the package at a FedEx location no later than 15 days after the return has been requested. Unfortunately, if more than 15 days have passed, the return request has expired, and we will be returning the package to you.
5. Track your return to confirm its receipt.

The following conditions should be taken into consideration:

1. You should initiate the return within 15 days of the package being received. Regrettably, if the deadline passes, you will be unable to request a return.
2. All items must be unworn, with all internal tags intact, and not personalized by the customer. We conduct a thorough Quality Control inspection and items that do not pass will be returned at our discretion.
3. Unless a Product is faulty or has a flaw, all returned products must be in their original packaging.
4. Markdowns and Sale: Products purchased while on Final Sale are not eligible for returns or exchanges.

• 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. Where possible we will offer to repair the faulty item. If a Product cannot be replaced or repaired, you are entitled to a full refund within the six (6) month period. At our discretion, any Product returned outside of the return period may not be accepted or only accepted for site credit.

Exchanges

We are currently not accepting exchanges. You can submit a return request and place a new order by kindly logging into your account on johannaortiz.com

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 refund receipt 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 (Except for taxes and shipping fees) within 15 days from the date the returned products are received in our warehouse. Returns that fail to meet the conditions listed above will be canceled and shipped back. 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.