Exchange and Refund Policy

JOCELYN offers exchanges within 5 days of the date you receive your order. Please contact us within this period with your order code, photos of the item and details of what you need help with.

Each order may be exchanged by preference at most once. Items must still have all their tags and included accessories, and must be unused, unwashed, free of unusual odours and free of damage from use.

An exchange by preference must be for an item of equal or higher value than the item purchased; you pay any price difference. The total shipping fee for a size or style exchange by preference is 45,000 VND.

If an item is defective or JOCELYN sent the wrong item, we cover all shipping costs for the exchange. Please send us photos so we can review and guide you.

JOCELYN guarantees a refund for defective items. Refund processing time: 1–2 business days. Please contact our hotline/Zalo 0986647262 with your order code and photos of the defect so we can assist. We will confirm your refund details through our support channels; we never ask for your password or bank OTP code.

Once confirmed by JOCELYN, please repack the item with all of its accessories. JOCELYN will let you know how to send it back or arrange collection, along with a suitable delivery schedule for the replacement.

We encourage you to record a video while opening your parcel to make verification easier. If you do not have a video, you can still contact us and provide information and photos for us to review.

For exchange support, contact our hotline/Zalo 0986647262 or the Jocelyn Design fanpage. The 45,000 VND fee applies to exchanges by preference; it is not the original shipping fee.