Refund policy

We want you to love your piece.

If something isn't right, we'll make it right. Every Jiwa Bali piece is made with care and we stand behind the quality of everything we sell.

Your Right to Return — EU Law

As an EU customer you have the legal right to return any online purchase within 14 days of receiving your order — no reason needed. This is your statutory right under EU Consumer Rights Directive.

Our Returns Policy

  • Returns accepted within 14 days of delivery
  • Items must be unworn, unwashed and in original condition
  • Items must have all original tags attached
  • Items showing signs of wear, washing, perfume or damage cannot be returned
  • Sale items are final sale and cannot be returned unless faulty

How to Return

  1. Email us at hello@jiwabali.co with your order number and reason for return
  2. We will reply within 24 hours with return instructions
  3. Pack your item carefully — we recommend using the original packaging
  4. Send your return to the address we provide
  5. Once we receive and inspect your return we will process your refund

Return Shipping Costs

Return shipping is free — we cover the cost of your return.

We strongly recommend using a tracked service for returns as we cannot be responsible for parcels lost in transit.

Refunds

Once your return is received and inspected we will process your refund within 5 business days.

Refunds are issued to your original payment method. Depending on your bank or payment provider, please allow up to 10 business days for the refund to appear in your account.

Original shipping costs are non-refundable unless the item is faulty.

Faulty or Incorrect Items

If you receive a faulty item or something different from what you ordered please contact us immediately at hello@jiwabali.co with:

  • Your order number
  • A description of the issue
  • A photo of the item

We will arrange a replacement or full refund including return shipping at no cost to you. We take quality very seriously and want to know about any issues immediately.

Exchanges

We currently do not offer direct exchanges. If you would like a different size or style, please return your original item for a refund and place a new order.

If you're unsure about sizing before ordering, please contact us at hello@jiwabali.co — we're always happy to give personal size recommendations.

Questions?

We read every message personally. Write to us at hello@jiwabali.co and we'll respond within 24 hours. 🌿