Refund policy

All merchandise, including clearance merchandise, must be returned within 30 days of receipt for a full refund to the original form of payment or for store credit. To qualify for a return, merchandise must be in its original packaging, tagged, unworn, undamaged, and unwashed, with all original tags attached. Items showing signs of wear, washing, stains, or marks may not be eligible for a refund. Return approval is at the discretion of our operations team, and if a returned item is deemed unsuitable for a return, Jaxen Grey reserves the right to refuse the return. Certain products are ineligible for return, including (but not limited to) underwear and coverings. Gift Cards are also ineligible for returns.

You can start a return here. Purchasers that opted in for checkout+ will have free returns. Purchasers that opted out are responsible for all return shipping fees for goods being returned or exchanged. Once received and examined, we'll happily refund you back to the original payment.

Merchandise can also be brought to the store for return or exchange.

If the return is requested outside our 30-day return window, call 612-255-8675 or email support@jaxengrey.com prior to returning the merchandise.

If I receive a defective or incorrect item, what do I do?
If your item arrives with a manufacturer defect, isn't functioning properly, is missing parts, or is the wrong item, please start a return [here] and select the appropriate reason. You can also contact us at support@jaxengrey.com with your order number and a photo of the issue, and we'll do our best to make it right.

I want to request a return, but can't print my shipping label right now. What should I do?
When you request a return and we generate a shipping label, the label will be emailed to you, so you can download and/or print at your convenience.

I am unable to leave my home at this time. How can I send back my return?
Returns may be placed in your mailbox, or you can schedule a free USPS pickup here: https://tools.usps.com/schedule-pickup-steps.htm

How long does it take to process my return?
Once your return is received, it can take up to 2-5 business days for your return to be fully processed by our team. Refunds back to gift cards can be refunded the same day our team processes your return. It may take an additional week or two for the credit card refund to be finalized.

I have other questions, what should I do?
Please contact our support team at support@jaxengrey.com