We want you to love your XmasJammies purchase! If for any reason you are not completely satisfied, you may request a return or exchange within 7 calendar days of receiving your order. Please note that any return or refund requests submitted outside of this 7-day window will not be accepted.
To initiate a return, please contact us at support@xmasjammies.com. Our dedicated support team will respond within 1–3 business days with detailed return instructions.
1. Return Eligibility & Conditions
- To be eligible for a refund or exchange, items must be returned in their original, resalable condition:
- Unworn, unwashed, and unaltered.
- All original tags and packaging must be intact.
2. Return Shipping Costs
- Customer Responsibility: For returns due to non-quality reasons (e.g., buyer's remorse, incorrect size ordered), the customer is responsible for the return shipping costs. We do not provide prepaid return labels for these cases.
- Merchant Responsibility: If your item arrives damaged, defective, or incorrect, we will cover the return costs. If you notice visible defects or stains upon delivery, please take photos immediately and attach them to your email so we can resolve the issue swiftly.
3. Return Process & Timeline
- Initiating a Return: To process a return, you must email us at support@xmasjammies.com within 7 calendar days of receiving your package. Please do not send items back without prior email communication. Packages sent back without an approved return request cannot be identified or matched to your order, and therefore cannot be processed for a refund.
- Inspection: Once our warehouse receives your return, we will inspect the items and notify you of the approval status within 3 business days.
- Payout: Approved refunds will be credited back to your original payment method within 7 business days.
- Return Address: Room 625, Building A, Zone C, Bao'an Internet Industry Base, No. 2005 Xingye Road, Haoye Community, Xixiang Subdistrict, Bao'an District, Shenzhen.
- Please note: Original shipping fees are non-refundable unless the item received was defective or incorrect. Processing times may vary slightly depending on your bank or during peak holiday seasons.
4. Lost or Stolen Packages
- Lost in Transit: If the carrier confirms your package was lost during transit, please contact us. We will provide a swift resolution, offering either a free replacement or a full refund.
- Marked as Delivered but Missing: If your tracking shows "Delivered" but you cannot locate the package, please check with household members and neighbors first, then contact your local carrier immediately. If you still require assistance or documentation for a carrier claim, reach out to us with your Order Number, and we will do our best to support you.