EXCHANGE & RETURN
7 Days Website Exchange & Return Policy
Our website orders are eligible for a 7-Day Exchange & Return Service.
Please read the following terms and conditions carefully before proceeding with your purchase.
1. 7-Day Exchange & Return Service
Full-priced and Early Bird items are eligible for our 7-Day Exchange & Return Service.
The following purchases are not eligible for exchange or return:
* Promotional items
* Discounted / sale items
* Undergarments
* Defect sales
* Purchases made at our physical stores
* Purchases made at Pop-Up events
If you wish to change the style, colour or size, or if the item is unsuitable or you simply do not like it, please contact our Customer Service within 7 days from the date of delivery.
Please note that the entire exchange/return process must be completed within the 7-day period, including contacting Customer Service, receiving approval, sending the parcel back, and providing us with the tracking number.
Please do not send any parcel back before receiving confirmation from our Customer Service team.
Items must be returned in their original, brand-new and unworn condition:
* Original tags must remain attached.
* Original packaging bags and wrapping paper must be kept.
* Items must not be washed, worn, used or altered.
* Items must not have any stains, odours, damage or other signs of use.
Requests made after the 7-day period, or parcels returned without prior confirmation from Customer Service, will not be accepted.
All returned items will be inspected upon arrival before we confirm whether the exchange/return is approved.
2. Exchange & Return Shipping Fee
All return and re-delivery shipping fees will be fully borne by the customer.
Our standard shipping fee is:
West Malaysia — RM9
East Malaysia — RM16
For website orders, exchanges and returns are accepted by mail only. No walk-in exchanges or returns are available.
Once your request has been approved by Customer Service, we will provide you with the necessary mailing details.
After we receive your parcel, our team will process the exchange/return within 3-5 working days, in the order received.
Please note that we do not accept urgent requests. Thank you for your patience and understanding.
📦 Information Required for Your Return Parcel
Please include the following information inside your return parcel:
Order Number # + Name
Parcels without the required information may not be accepted or processed.
3. 💰 Store Credit Policy
For approved exchanges/returns, the eligible amount will be issued as Store Credit to the email address or account used for your original purchase.
Cash refunds and monetary refunds are not available.
The Store Credit amount will be based on the actual amount paid at the time of purchase.
For Early Bird purchases, the Early Bird price will be used when calculating the Store Credit amount.
If the replacement item has a higher price than the original item, the customer will be required to pay the price difference based on the current website price.
⚠️ Store Credit Terms & Conditions ***
Please take note of the following:
* Store Credit is valid for 3 months from the date of issuance.
* Store Credit can only be used to offset the product price and cannot be used to offset shipping fees. You can only exchange for items of the same price or higher.
* Once you receive your Store Credit, you will need to place a new order on our website for your preferred style, colour or size.
* Store Credit must be fully utilised in a single order. Any unused balance will be forfeited and cannot be refunded or carried forward.
* Orders placed using Store Credit are not eligible for any further exchange or return.
* Each eligible original order is entitled to one exchange/return service only.
* If your preferred style, colour or size is sold out, you may choose another available item of your choice.
🔍 Quality Inspection
All returned items and orders placed using Store Credit are subject to inspection by JUJU. If the shipping fee has been deducted, the corresponding amount will need to be reimbursed to us.
Please ensure that all items meet the above requirements before sending them back.
📦 Return & Exchange Process
To ensure a smooth return or exchange process, please follow the steps below:
1️⃣ Contact Us Within 7 Days of Receiving Your Order
The 7-day period starts from the day you receive your parcel.
If you would like to request a return or exchange, please contact our customer service team via Facebook / Instagram DM within the 7-day period.
2️⃣ Provide Your Order Details
When contacting our customer service team, please provide the following information:
* Order Number
* Name
* Item(s) you would like to exchange and return
3️⃣ Wait for Confirmation Before Sending the Item Back
Once our customer service team confirms that your return or exchange request is approved, please make sure to send the item(s) back to us within the 7-day period.
⚠️ Please note: Do not send the item(s) back before receiving confirmation from our customer service team.
4️⃣ Include Your Order Details Inside the Parcel
When returning the item(s), please include the following information inside the parcel:
Order Number / Name
This will help us identify and process your return or exchange more efficiently.
5️⃣ Provide Your Tracking Number
Once the parcel has been shipped, please send us the Tracking Number and let our customer service team know that your parcel has been sent.
6️⃣ Item Inspection & Store Credit
Once we receive your parcel, we will inspect the returned item(s) to ensure they meet our return and exchange requirements.
If everything is in order, we will contact you within 3–5 working days and provide the corresponding Store Credit.
You may then use the Store Credit to place a new order through our website.
7️⃣ Place a New Order & Complete Payment
Use your Store Credit to select the item(s) you would like to exchange for and place a new order.
Please complete the order and pay the applicable shipping fee.
Once payment has been completed, we will ship your replacement item(s) to you. 📦
Once your replacement item(s) have been shipped, the return & exchange process is considered complete.
📌 Important Notice
JUJU’s Exchange & Return Service is subject to the terms and conditions stated on this page.
All exchange and return requests must be reviewed and approved by our Customer Service team before the item is sent back.
Parcels returned without prior approval from Customer Service will not be accepted.
JUJU reserves the right to review and determine the eligibility of each exchange or return request based on the condition of the item and the terms stated above.
By placing an order with JUJU, you acknowledge that you have read, understood and agreed to our Exchange & Return Policy.
DEFECT ITEMS
Please note that we does not provide return and exchange after you have washed the items. All the defect after washed is not counted.
Firstly, we would like to apologize if you have received defected items from us.
Defective Items:
- Product is major damaged / has a big hole / big torn / big scratched
- Product has dirt stain or hole above 0.3cm
- Incorrect size issues
- Defective accessories (faulty zipper / broken button)
Kindly note below are not counted as damage/defect:
- Slightly off-line or crochet
- Washed (off, fade, shrink and other issues)
- Stain or hole 0.3cm and below
- Small stain or hole on the inner lining
- Small loose thread
- Defects caused by vandalism
- Button hole or pocket hole did not open
- Inner Lining inside out
Due to stocks come in bulk, please note that there can be minor defects or dirt stains on the garment. We are sorry to inform that we cannot provide exchanges / refunds for slight defects. Perfectionist please do not place order.
Please kindly allow 20% of the colour variance. Request for return as defect items due to this reason will be rejected. Minor variation in measurement (1-3cm) is not considered as defect.
For defective item:
- We will provide you an exchange with a new same garment for the defected/stained item. You will have to send the item back to us. Postage will be bared by JUJU CLOTHING
- Items returned should have the tags intact & same packaging and in the original condition as received (unworns, unwashed, unaltered).
- Please contact and provide us the following details to proceed with an item exchange: (1) Order ID (2) Photo of the defected/stained part of the garment (3) Unboxing Video Evidence for mis-shipment
- Please contact us and the defect items must be shipped back to us within 7 days upon item received. Customers hold full responsibility until we receive the returned item.
- Please note that the return for defect items will not be accepted after the 7 days after-sales period.
- Should the item to be exchanged becomes unavailable, customers can choose to make a refund / change to other items available in store.
- Cash Refund is allowed only for defect items, out of stock and mis-shipment.
AFTER-SALES ITEMS
You may WhatsApp our after sales support 011-11188336 for all exchange and return matters. Please allow 24 to 48 working hours for review and response.
JUJU will not responsible for any issue once the tag has been removed or the clothes has been washed.
Please note that JUJU will not responsible for the problems once the items has been washed such as stained, dyed, color transfer, faded or pilling.
The problems may caused by different washing methods:
1. Water Temperature Issues:
Using the wrong water temperature can cause fabrics to shrink or lose color.
High water temperature may lead to fabric shrinkage and fading.
2. Type / Function of Detergent:
The wrong detergent can damage fabric fibers, faded or cause color bleeding.
Some detergents may contain bleaching agents.
Do not use laundry powder.Laundry powder usually has bleaching properties.
3. Soaking Time:
Over-soaking clothes may result in color transfer or fabric degradation.
Excessive soaking time can cause fabrics to lose their structure and fade.
4. Washing Method:
Washing delicate fabrics on a heavy-duty cycle can cause pilling and wear.
Using a harsh washing cycle can lead to fabric distortion or fading.
Below are our recommendation for washing method:
-Suggest hand-wash only
-Do not wash with hot water
-Do not bleach
-Do not soak
-Do not tumble dry
-Do not apply concentrated detergent directly onto the fabric
-Do not scrub or rub the fabric
-Wash dark and light colors separately
-Use neutral laundry detergent
Our working hours: Monday to Friday (9am-6pm) except Public Holiday.
We only accept exchange & return send by post, no self drop off or pick-up allowed.
