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 returns 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 missing labels will be returned to you.
Domestic Return Instructions:
Log into our returns 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 returns 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.”
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, and choose refund.
-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 all 3 copies of 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. We also cannot accept returns or claims for Johanna Ortiz items purchased from other retailers or through second-hand platforms.
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.
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.
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.