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Need a hand with something? Start with a quick action below, browse a topic, or reach our team directly — we typically respond within 48 hours.
Where is my order?
Once your order ships, you’ll get a shipping confirmation email with a tracking number and link. Tracking can take 24 to 48 hours to activate in the carrier’s system. You can also use our Order Tracking page.
How do I start a return?
Submit a request on our Start a Return page with your order number, the item(s) you’re returning, and the reason. We review every request and reply within 48 hours with your approval and return instructions. Returns are accepted within 30 days of delivery for unworn, unwashed items with original tags attached.
What size should I order?
Check our Size Guide for measurements and fit notes on each style. If something doesn’t fit, you can return it within 30 days and place a new order in your preferred size.
How long does it take to ship?
Orders are processed within 1 to 3 business days. Standard shipping then takes 3 to 7 business days; expedited takes 1 to 3 business days.
Can I change or cancel my order?
Email info@jonellescloset.com as soon as possible. We’ll do our best, but once an order has entered fulfillment or shipped, we may not be able to change it.
How do I place an order?
Browse the collection at jonellescloset.com, choose your size, and add the item to your cart. At checkout, enter your shipping and payment details and confirm. You’ll get an order confirmation email once payment is processed.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Klarna. All payments are processed through secure, PCI-compliant payment providers.
Can I use more than one promo code?
One promo code per order, unless the promotion says otherwise. Codes can’t be combined with other discounts or applied after an order is placed.
Will I receive an order confirmation?
Yes. It’s sent to the email you used at checkout. If you don’t see it within an hour, check your spam or junk folder, then email info@jonellescloset.com and we’ll confirm your order.
Can I change or cancel my order?
Email info@jonellescloset.com as soon as possible. We’ll do our best, but once an order has entered fulfillment or shipped, we may not be able to change it.
What currency are your prices in?
All prices are in US dollars (USD).
How long does it take to process my order?
Orders are processed within 1 to 3 business days after payment is confirmed (Monday to Friday, excluding federal holidays). During launches and holidays, allow an extra 1 to 2 business days.
What are your shipping options?
Within the US: Standard (3 to 7 business days) and Expedited (1 to 3 business days). Delivery times start from the day your order ships, not the day it’s placed.
How much does shipping cost?
Shipping is calculated at checkout based on your order’s weight, package size, and address. Free shipping promotions will be announced on our site.
Do you ship internationally?
Not yet — we currently ship within the United States only..
How do I track my order?
Your shipping confirmation email includes a tracking number and link. Tracking can take 24 to 48 hours to activate. You can also use our Order Tracking page.
What if my package is lost or damaged?
If tracking hasn’t updated in 7 or more business days, email info@jonellescloset.com and we’ll file a claim with the carrier. If your package arrives visibly damaged, email photos of the box and items within 48 hours of delivery. We’ll send a replacement or refund, depending on availability. For a defect in the garment itself, see “What if my item is defective or incorrect?” under Returns & Refunds.
Do you ship to P.O. Boxes or military addresses?
Yes. We ship to P.O. Boxes and APO, FPO, and DPO addresses. Standard timelines apply, though military mail may take longer.
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, unwashed, free of stains or odors, with all original tags attached. Proof of purchase is required.
How do I start a return?
Submit a request on our Start a Return page with your order number, the item(s) you’re returning, and the reason. We review every request and reply within 48 hours with your approval and return instructions.
Who pays for return shipping?
Customers cover return shipping on standard returns. We recommend a trackable method, since we can’t be responsible for returns lost in transit. If your item was defective or incorrect, we’ll send a prepaid return label.
How long does my refund take?
Refunds go to your original payment method, or to store credit if you choose it, within 7 to 10 business days after we receive and approve your return. Your bank may take another 3 to 5 business days to post it.
Can I get store credit instead of a refund?
Yes. When you start your return, choose store credit and we’ll email you a code for the full amount once your return is approved. Your credit never expires, and any amount you don’t use stays available for your next order.
Are shipping charges refundable?
Original shipping is non-refundable, unless the return is due to our error (a defective or incorrect item).
Do you offer exchanges?
Not directly. For a different size or color, return the original item and place a new order. We suggest ordering promptly, since inventory is limited.
What can't be returned?
Final Sale and clearance items, gift cards, accessories, and anything altered or customized after purchase.
What if my item is defective or incorrect?
Email info@jonellescloset.com within 7 days of delivery with your order number, a description of the issue, and clear photos. We’ll respond within 48 hours with a resolution: a full refund, a replacement, or store credit if you prefer. Note for Asia: issue store credit as a WooCommerce coupon (Marketing → Coupons → Fixed cart discount, usage limit 1, restricted to the customer’s email, no expiry date). Reissue any unused remainder as a new coupon. Add a “Refund / Store credit” choice to the Start a Return form.
How do I find the right size?
Our Size Guide has measurements and fit notes for each style. We recommend checking it before you order.
Do you offer multiple length options?
Not yet. Each style currently comes in one standard length. Fit and proportion shape every pattern we develop, and more length options are on our roadmap as the collection grows.
What if I order the wrong size?
You can return it within 30 days under our Return & Exchange Policy and place a new order in the size you need.
What makes Jonelle's Closet different?
We make elevated basics designed for real life, guided by three pillars: Real Lengths, Built to Last, and Quietly Branded. Fit and proportion shape every pattern, we choose substantial fabrics and clean construction, and our branding stays minimal so the clothes speak for themselves
What fabrics do you use?
Fabrics vary by product and season. Our everyday tees use a soft cotton-elastane blend with an enzyme-washed finish. Our joggers are being developed in seasonal weights for year-round wear. Full fabric details are listed on each product page.
How are your clothes made?
We work closely with our manufacturing partner and value a respectful, collaborative relationship with the people who make our clothes. Every style goes through sampling and review before we approve it.
Do your clothes have visible logos?
No oversized logos, ever. Every piece carries the Jonelle name, quietly. No all-over prints, just understated details that let the quality speak first.
How should I care for my pieces?
Follow the care label on each garment. In general: wash cold on a gentle cycle, turn garments inside out, and tumble dry low or lay flat to dry. Skip bleach and fabric softener to keep the fabric at its best.
Do you have a physical store?
Not yet. Jonelle’s Closet is online only for now, and a physical boutique is part of our long-term vision.
Do you offer gift cards?
Not yet. We’ll share any gift card news on our site and by email.
Do I need an account to order?
No, you can check out as a guest. An account lets you track orders and see your order history more easily.
How do you protect my information?
Our site uses SSL encryption. Payments are handled by PCI DSS-compliant processors, and we never store your full card or payment account numbers. See our Privacy Policy for details.
Do you sell my personal data?
No. We don’t sell, rent, or trade your information. We share it only with service providers who help us process payments, fulfill orders, and deliver packages.
How do I unsubscribe from emails?
Click “unsubscribe” at the bottom of any marketing email, or email info@jonellescloset.com.
How do I contact customer service?
Chat with us any time, 24/7. Our assistant can answer most questions instantly, and our team follows up on anything else within 48 hours. You can also email info@jonellescloset.com.
How do I hear about new drops?
Join our email list or follow us on social media to be the first to know about launches and promotions.
Orders & Payment
Shipping & Delivery
Returns & Refunds
Sizing & Fit
Account & Privacy
Still Need Help?
Can’t find what you’re looking for? Chat with us any time, or email info@jonellescloset.com.