Returns & exchanges

Last updated: 1 August 2026

Return conditions

You can return an item within 30 calendar days of delivery. The conditions are simple:

• the item is unworn, unwashed and hasn't been dry-cleaned;
• the original tags and labels are still attached;
• there are no signs of use: stains, perfume or smoke odour, pulls, or pet hair;
• the item comes back in its original packaging, or packaging that protects it just as well.

Trying something on at home is normal and doesn't count as using it.

How to start a return

1. Email [email protected] or use the contact form, quoting your order number (format JUP-000000) and which items you're returning.
2. Within one business day we'll email you a prepaid shipping label (for US addresses) and a return reference.
3. Pack the item, attach the label and drop the parcel at any carrier location, or book a courier collection.
4. Once the parcel reaches our warehouse we inspect it within 3 business days and start the refund.

Refund timelines

Refunds always go back to the method you paid with. We refund the full price of the item; the original shipping cost is only refunded when the return is due to our error or a manufacturing defect.

Exchanging a size

Exchanges are processed as a return plus a new order — it's faster that way. Tell us which size you need and we'll reserve it for 14 days while your return is in transit. If the price hasn't changed there's nothing extra to pay, and we cover the shipping on the replacement within the US.

International returns

Returns from outside the US follow the same conditions and the same 30-day window, but the customer pays for return shipping. Send the parcel with tracking to:

Jup Apparel Inc. — Returns
214 Lafayette Street, Suite 5B
New York, NY 10012, USA

Mark the customs declaration "Returned goods" and include the return reference we gave you, otherwise the parcel may be held at customs. Any import duties you paid on delivery can't be refunded by us — you'll need to claim those back from your own customs authority.

Defects and guarantee

Manufacturing defects are covered by a 12-month guarantee from the date of purchase: split seams, broken zips or hardware, and fabric faults. Send us photos of the defect and your order number and we'll replace the item free of charge, or refund it in full if your size is out of stock.

The guarantee does not cover normal wear and tear, damage from incorrect care (not following the instructions on the label), accidental damage, or the results of repairs or alterations made elsewhere.

What can't be returned

• items showing signs of wear or washing, stains, or odours;
• items with the original tags removed;
• made-to-measure pieces or anything with personalised embroidery;
• gift cards;
• underwear and socks where the hygiene seal has been opened.

If a returned item fails inspection, we'll contact you with photos and send it back to you at our cost.