Refund policy

Refund & Replacement Policy

At JELLY, we want you to love what you wear. Every piece is custom-printed for you when you order, which makes our policy a little different from off-the-shelf retailers — and we think a little better, too. Here's how it works.

Made to Order

Every JELLY product is printed on demand specifically for you. Because each order is custom-produced, we cannot accept returns or exchanges for reasons of fit, color preference, or change of mind. Please review the product details, size guide, and color descriptions carefully before placing your order.

That said — when something goes wrong, we make it right.

What We Cover

We will replace your item or issue a full refund (your choice) for any of the following:

  • Manufacturer defects — stitching errors, holes, fabric flaws
  • Print errors — wrong design, off-center prints, missing elements, color issues
  • Wrong item shipped — incorrect size, color, or product
  • Shipping damage — items damaged in transit

If your order has any of these issues, you don't need to send the item back. Just contact us with photos and we'll handle the rest.

How to Report an Issue

Please inspect your order as soon as it arrives. If something isn't right, contact us within 30 days of delivery at hello@jelly1513.com with:

  • Your order number
  • Clear photos of the issue (the defect itself, the full item, and any damaged packaging)
  • A brief description of the problem

We'll review and respond within 1–2 business days. Once approved, we'll either:

  • Reprint and reship your item at no charge, OR
  • Issue a full refund to your original payment method

No return shipping required for defects, errors, or damage. The cost is on us.

Sizing Help

Choosing the right size is on you, but we want to help. Every JELLY product page includes a size guide with measurements. If you're between sizes, our recommendation is to size up for the relaxed, modern fit our pieces are designed for.

If you have sizing questions before ordering, email us at hello@jelly1513.com and we'll talk you through it.

What's Not Covered

  • Items reported more than 30 days after delivery
  • Changed mind / no longer wanted
  • Sizing errors from customer's own selection (use the size guide)
  • Damage from washing, wearing, or normal use
  • Items purchased on final sale or with discount codes marked "non-refundable"
  • Gift cards (always non-refundable)

Refund Processing

If your refund is approved, you'll be refunded to your original payment method within 5–10 business days of approval. Please note that your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund and you haven't seen it post, please contact us at hello@jelly1513.com and we'll track it down.

Lost or Stuck Packages

If your tracking shows your package was delivered but you didn't receive it, please first:

  1. Check with neighbors, building staff, and household members
  2. Wait 24–48 hours (packages occasionally update as "delivered" early)
  3. Contact the carrier directly with your tracking number

If after these steps the package is still missing, contact us at hello@jelly1513.com and we'll work with you on a replacement or refund.

Questions

If you have any questions about your order, this policy, or anything else, please reach out at hello@jelly1513.com. We respond within 1–2 business days, Monday through Friday.

Thank you for supporting JELLY. — Jesus' EverLasting Love is Yours.