—— POLICY ——
14-DAY RETURN WINDOW · SHIPS FROM NORWAY · UNUSED ITEMS ONLY
Ready to return? Contact us to start the process.
We want you to be completely satisfied with your Lae & Jules purchase. If something isn’t right, we’re here to help. Please read the policy below before initiating a return — it sets out exactly what we can and cannot accept, and how the process works.
We ship from Stavanger, Norway. All returns must be sent back to Norway at the customer’s expense unless the item arrived damaged or was incorrect.
To be eligible for a return, your item must meet all of the following conditions:
-Returned within 14 days of the delivery date
-Unused — not worn, carried, or used in any way
-In its original condition with no signs of wear, damage, or alteration
-In its original packaging — including the felt dust bag and black and gold gift box
-Accompanied by proof of purchase or order number
We reserve the right to decline returns that show signs of use or damage, or that are returned outside the 14-day window. Items returned without prior contact will not be processed.
The return process is straightforward. Follow these steps:
01
Contact us
Email info@laexjules.com with your order number and the reason for your return. We will reply within 1–2 business days with return instructions.
02
Pack your item
Place the item back in its original felt dust bag and gift box. Ensure it is securely packed to avoid damage in transit. We cannot accept returns damaged during shipping due to inadequate packaging.
03
Ship it back
Send the parcel to the address provided in our return instructions. We recommend using a tracked shipping service — we cannot be held responsible for parcels lost in transit.
04
We process your return
Once we receive and inspect your return, we will process your refund within 3–5 business days and confirm by email.
Return shipping is the responsibility of the customer, with one exception:
-Customer pays return shipping — for all standard returns (change of mind, wrong size preference, etc.)
-We cover return shipping — if the item arrived damaged, faulty, or if we sent the wrong item
We strongly recommend using a tracked and insured shipping service for your return. We cannot take responsibility for parcels lost or damaged in transit on the way back to us.
Once we receive and inspect your return, your refund will be processed as follows:
Day 1
We receive
your return
3-5
3-5
Additional days
via your bank
10+
Refund in
your account
-Refunds are made to the original payment method only
-We will email you to confirm when the refund has been processed
-Your bank or card provider may take an additional 3–10 business days to reflect the refund in your account — this is outside our control
-Original shipping costs are non-refundable unless the return is due to our error
We do not offer direct exchanges. If you would like a different colourway or product, the process is:
-Return your original item following the process above
-Place a new order for the item you would like
If you need help with this process, contact us at info@laexjules.com and we will make it as smooth as possible for you.
Every Lae & Jules piece is quality-checked before dispatch. However, if your item arrives with a manufacturing defect or if we sent the wrong item, please contact us within 14 days of delivery with:
-Your order number
-A description of the issue
-Photos clearly showing the fault or discrepancy
In these cases, we will arrange a full replacement or refund at no additional cost to you, including covering return shipping.
