Refund policy

Thank you for choosing Linen by Joy — where every piece is handmade with care and joy.
Because most of our garments are crafted by hand or custom-made to order, our return policy is designed to balance flexibility for our customers and fairness to our artisans.

1. Return Eligibility

We accept returns for ready-to-wear clothing (non-custom items) within 14 days of delivery.
To be eligible, items must:

Be unworn, unwashed, and in their original condition.
Have all original tags, labels, and packaging intact.
Show no signs of alteration, stains, perfume, or damage.

Returns that do not meet these conditions may be refused or subject to a restocking fee.

2. Non-Returnable Items

Because of the handcrafted and made-to-order nature of our designs, the following items are non-returnable:

Custom-made Áo Dài, Linen sets, and Evening Dresses made to your measurements or personalized requests.
Sale, clearance, or discounted items.
Accessories or headbands sold separately.
Gift cards or promotional giveaways.

We encourage customers to review the size chart carefully and contact us before placing a custom order for personalized sizing guidance.

3. Exchange Policy

We understand that fit and comfort are important.
For ready-to-wear items, you may request an exchange for a different size or color (while stock lasts) within 14 days of receipt.
Please email Hi@linenbyjoy.com with your order number, requested size, and reason for exchange.

Custom or made-to-order garments cannot be exchanged once production has started.

4. Return Process

To request a return:

Email us at Hi@linenbyjoy.com within 14 days of receiving your order.
Include your order number, photos (if applicable), and the reason for your return.
Once approved, we’ll send you the return address and instructions.

The customer is responsible for return shipping costs, except in cases of defective or incorrect items.
We recommend using a trackable shipping method to ensure your package arrives safely.

5. Refunds

After we receive and inspect your return, we’ll notify you of your refund status.
Approved refunds will be credited to your original payment method within 7–10 business days.

Shipping fees are non-refundable, unless the return is due to an error on our part.
Refunds for custom orders are not available, as these pieces are made specifically for you.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 3 days of delivery with clear photos.
We’ll gladly replace or refund the item at no cost to you.

7. Cancellations

Orders may be canceled within 24 hours of purchase.
Once production or shipment begins, cancellation requests cannot be guaranteed.

8. Final Note

Each Áo Dài, linen outfit, and evening dress at Linen by Joy is made with love, precision, and time.
As a small boutique, we appreciate your understanding of the handmade process and our limited return window.
Your satisfaction means the world to us, and we’ll always do our best to ensure your Joy Shop experience is truly joyful. 💛