Returns & Refunds

Defective Items or Items Damaged in Transit

We want you to be completely happy with your purchase! If you receive a defective item or something that was broken during transit, don’t worry – you can return it to us.

What we mean by "defective":

• Packaging issues
• Damage during shipping
• The item is unfit for use
• The product has passed its use-by date

Please note that a product being defective does not include cases of allergic reactions or adverse effects.

If your claim is confirmed, we'll cover the return shipping cost. Once the item is returned, we’ll either send you a replacement (if available) or offer a refund or credit note, depending on the situation. If the product has been opened or used, we'll evaluate the best solution.

Replacement or repaired items will be shipped via standard shipping, no matter the original shipping method.

Used Products

We do not offer refunds for used products.

Please double-check your order before submitting it. If you're unsure about which products will work best for your skin, we’re here to help! Reach out for a 1:1 consultation so we can find the perfect products together.

You can also:

• Take our Skin Quiz
• Try out our Skin Analysis software
• Order sample sizes to test before committing to the full size

Sale Items

All sale or discounted items are final purchase, except in the case of defects mentioned above.

Please Note:

• Coupon discounts, along with shipping and handling fees from your original order, are non-refundable.
• If you received free shipping on your order, the shipping cost will be deducted from any store credit unless the item is defective.

If items are returned for reasons other than defects or damage, we may need to deduct a re-shelving fee, as charged by our warehouse.

How Long Will My Return/Refund Take?

The time it takes for your return and refund to process can depend on your location. Here’s a general guide:

Australia:

• Return shipping time: 2-7 business days
• Processing time: 4-7 business days after the warehouse receives your return

USA:

• Return shipping time: 5-7 business days
• Processing time: 4-7 business days after the warehouse receives your return

Please allow an additional 3-5 business days for your bank to process any refund.

Return Address: For our return address, please contact us directly, and we'll provide you with the details.

External Retailers

Please note: We can only process returns and refunds for items purchased directly from jellyko.com. If you purchased from an external retailer, please reach out to them for assistance.

Contact Us

If you have any questions or need further help with our returns and refunds policy, don’t hesitate to reach out. We’re happy to assist you!