Returns & Refunds
If it’s not right, we’ll make it right
Your comfort is the whole point — before and after you order.
Something wrong with your order?
Received a faulty, damaged, or incorrect item? We’re so sorry — let’s fix it fast. No need to mail anything back. Just follow three easy steps within 7 days of delivery:
Email us
Write to hello@heyjojogo.com with your order number.
Show us
Attach a photo or short video of the issue.
We’ll sort it
Your choice of a free replacement or a full refund. Keep the item — no need to ship anything back.
A note on hygiene
Because Velvet is intimate apparel worn close to the skin, opened, worn, or unsealed items can’t be returned or exchanged for change-of-mind reasons — the same hygiene standard you’d want for your own peace of mind. To stay eligible, items should be unworn, unwashed, with tags and hygiene seal intact.
This is why our Size Guide is your best friend before ordering — and if you’re ever unsure, just ask us first.
How refunds work
Once your refund is approved, we’ll process it back to your original payment method within 28 business days. We’ll always email to confirm the moment it’s on its way.
Still not sure if you qualify?
Never guess — just ask. Email hello@heyjojogo.com and we’ll personally walk you through your options, within 24 hours. A real person, every time.