Returns

Returns Policy

At Jaymes, we want you to absolutely love your pieces. For eligible returns we offer a store credit (with no expiry) or an exchange. Please note we don't offer refunds for change of mind. In line with the national health regulations for hygiene, we're unable to accept exchanges or returns on underwear (panties) that have been opened or tried on.

We've made exchanges even easier with our Returns Portal. Simply start your return online and we'll send your new order out as soon as your original piece is received and approved. We're also happy to offer a store credit (with no expiry) for eligible returns.

Ready to start an exchange? Head to our Returns Portal within 30 days of receiving your order. To reach out to us directly you can email customerservice@jaymes.com.au, we're always happy to help.

What is "Checkout+" Coverage?*

When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a store credit or exchange for free. If you decide not to purchase Checkout+ coverage, you can still return eligible items, however, you'll be responsible for the cost of the return shipping label, as well as the shipping cost for your new exchanged item to be sent out to you. Checkout+ return package protection is currently available in Australia, New Zealand & America.

A Tip When Trying On Your New Underwear

When your order arrives, we recommend opening just one pair first. Try them on to check the fit, if they're not quite right, you'll be able to exchange the remaining unopened pairs. When opening, please don't rip into the packaging. Simply open from the top seal to keep everything intact.

Welcome Codes & Bundle Discounts

Items purchased using welcome discounts, bundle offers or loyalty rewards are still eligible for return, provided they meet our return conditions. A store credit will be issued for the amount you paid, not the full price. Once your return reaches us, we'll process it within 1–2 business days.

Final Sale Items

Items marked Final Sale, including anything purchased through our Final Sale collection or on markdown, are not eligible for return or exchange, unless the item is deemed faulty. Please check sizing carefully before purchasing, as these cannot be returned for change of mind or size.

Faulty Items

In the unlikely event that you experience a fault with your Jaymes piece, please send a photo of the item to customerservice@jaymes.com.au along with your order number, and our team will be happy to assess the item and help with a resolution.

Goods may be considered faulty if they are received damaged or develop a manufacturing fault under normal use and care. Normal wear and tear, or damage caused by incorrect washing or care, friction, misuse or failure to follow our care instructions, is not considered a manufacturing fault.