ECOMMERCE RETURNS
We hope you are delighted with every order from johannaortiz.com. If for any reason your order isn’t quite right, our team is here to help. We offer both domestic and international return options, with clear guidelines to ensure a smooth process. Please review the details below to understand eligibility, timelines, and any applicable fees before submitting your return request.
DOMESTIC RETURNS (U.S)
To initiate a domestic return, please visit our US Return Portal to submit your request and access your pre-paid return label.
-Items must be unused, in their original condition, with all labels attached.-Requests must be submitted within 15 days of delivery.
-Returns received late, damaged, stained, or with missing labels will be returned to you.
-When a customer selects store credit for a return, we issue this in the form of a Johanna Ortiz gift card. Gift cards do not have an expiration date and will remain valid until the full value has been redeemed.
Domestic Return Instructions:
Log in to our US Return Portal with your order number (including the “#”) and the email address used for the order.
-Follow the instructions, select your reason for return, and choose refund, exchange, or store credit.
-Pack the item(s) securely in the original box and include your original invoice.
-Attach the pre-paid return label to the outside of the box, removing any old labels.
-Drop the package at a designated courier location or arrange a pick-up.
Please note: Products purchased from our Archive or marked as Sale are final sale and cannot be returned, exchanged, or credited. We also cannot accept returns or claims for Johanna Ortiz items purchased from other retailers or through second-hand platforms.
INTERNATIONAL RETURNS
To initiate an international return, please visit our International Return Portal to submit your request, print your return label, and schedule a pick-up.
-Items must be unused, in their original condition, with all labels attached.
-Requests must be submitted within 15 days of delivery.
-Return shipping fees apply.
-Duties and taxes are non-refundable.
-We do not offer exchanges or store credit for international orders.
UK & EU Customers:
In compliance with applicable regulations, customers in the UK and EU may request returns within 14 days of receiving their order, including items marked as “final sale.” Additionally, customers located within the EU/EEA have the legal right to withdraw from their purchase within 14 days of delivery, without giving any reason. To exercise this right and initiate your return, please visit the link.
International Return Instructions:
Log into our international returns portal with your order number (including the “#”) and the email address used for the order.
-Follow the instructions, select your reason for return.
-Pack the item(s) securely in the original box and include your original invoice.
-Attach the printed return label to the box and remove any old labels.
-Affix the commercial invoice to the front of the box to avoid customs delays.
-Drop the package at a designated courier location or schedule a pick-up.
Please note: Products purchased from our Archive or marked as Sale are final sale and cannot be returned, exchanged, or credited.
REFUNDS
Once your return is received at our warehouse, please allow up to 30 business days for processing. Following inspection and acceptance of your return, you will receive email confirmation that a refund, exchange, or store credit has been issued. Refunds will be processed to the original payment method and may exclude taxes and shipping fees. Depending on your bank or payment provider, it may take up to 30 days for the refund to appear on your statement.
Returns that do not meet our eligibility criteria will be returned to you.
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.
Any items from other brands included in a return shipment will not be processed or returned, and will be discarded upon arrival at our warehouse. No refunds or credits will be issued for these items.
CANCELLATIONS
Orders may only be cancelled if they have not yet been fulfilled. To request a cancellation, please contact our Customer Care team.
Once your cancellation has been confirmed, we will issue proof of refund for the corresponding amount within 7 business days. Refunds will be processed to the original payment method used for the order.
Please note: Our Customer Care team is available during business hours, and cancellation requests may not be reviewed immediately.
DAMAGED OR FAULTY ITEMS
If you believe your item has a manufacturing defect or arrived damaged, we want to hear from you. We will review cases for items purchased directly through johannaortiz.com within the last 6 months of the original delivery date.
To submit a claim, please contact our Customer Care team with your order number, a description of the issue, and supporting photographs.
Upon review, we reserve the right to determine the appropriate resolution, which may include repair, replacement, store credit, or refund. Not all claims will result in a remedy, and our decision will be based on the nature and extent of the damage reported.
Please note: Johanna Ortiz is not responsible for warranty claims or returns of any items purchased through authorized wholesalers or third-party retailers. All warranty and return inquiries for purchases made outside of johannaortiz.com or our flagship store must be directed to the original point of purchase. This applies to all retail partners, including but not limited to department stores and online multi-brand platforms.
RETURNS FOR IN-STORE PURCHASES
We do not offer refunds for in-store purchases unless required by law. Returns for reasons other than a fault must be made within 7 days and only in the country of purchase, and may be exchanged or issued as store credit. Sale items are not eligible for refunds or exchanges unless faulty or required by law.