Refund policy

All merchandise must be returned within 30 days of receipt for a full refund to the original form of payment or for store credit. Merchandise must be tagged, unworn, undamaged, and unwashed. Return approval is at the discretion of our operations team and Jaxen Grey reserves the right to deny any return that does not comply with our policy. Certain products are ineligible for return, including (but not limited to) underwear and coverings. Gift Cards are also ineligible for returns. 

If you would like to create a return, follow our return instructions. Jaxen Grey will generate a return shipping label for your order. As Jaxen Grey does not provide free returns, you will see a $6 charge deducted from your final return amount for the number of labels requested. 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 damaged, defective, or incorrect item, what do I do?

Please contact us at support@jaxengrey.com as soon as possible with your order number and photo of the issue. We will do our best to resolve the issue and 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