Order Cancellation Policy
Basic Cancellation Policy
Cancellation Instructions
Important Notes
We have a limited window to cancel orders once placed. This article provides helpful details about the information on the topics listed in the catalog.
Depending on what you ordered, our cancellation window will differ slightly.
Ready-Made Items
These items take only a short time to process before shipping. Includes Try-On Dresses, Final Sale Items, Clearance Sale Items, Swatches, 48 Hour Ship Items, etc.
Unpaid order of Ready-Made Items:
Order will be automatically cancelled after 24 hours.
Paid order of Ready-Made Items:
The order is sent to the warehouse for processing within 1 hour of your order being confirmed. As these items are processed very quickly, we can only cancel an order within this 1-hour timeframe.
If you need to cancel your order, please submit your cancellation request on your order page or contact our customer service within 1 hour of your order being confirmed.
Due to time differences, there may be some delays in our customer service processing time. Therefore, we suggest you submit your cancellation request on your order page within 1 hour, so that our system can intercept your order and avoid shipping it out.
If you contact our customer service instead of submitting your cancellation request on the order page, due to the time difference, your order might be shipped out before our customer service start processing your request, the cancellation cannot be made. And we are not liable for this situation.
If you submit your cancellation request after the 1-hour cancellation window, we reserve the right to refuse your request.
Made-To-Order Items
These items take several days for production like bridesmaid, mother of the bride, wedding dresses, etc.
Unpaid order of Made-to-Order Items:
Order will be automatically cancelled after 24 hours.
Paid order of Made-to-Order Items:
We want you to have peace of mind, knowing that your order will arrive in time for your special event. As a result, we aim to start producing your purchased items within 24 hours of the order being confirmed. However, we appreciate these items are important purchases, which is why we have extended our cancellation window for Made-to-Order items.
The following is our detailed cancellation window & refund policy for Made-to-Order items:
Cancellation Windows |
Refund Policy |
Within 24 hours of order confirmation |
Full refund of the price paid for the items + shipping fee + shipping protection (If selected) |
24–72 hours after order confirmation |
80% refund of the price paid for the items + shipping fee + shipping protection (If selected) |
72-120 hours after order confirmation |
50% refund of the price paid for the items + shipping fee + shipping protection (If selected) |
>120 hours after order confirmation |
Refund of shipping fee and shipping protection (If selected) only |
Once your order is shipped, it cannot be cancelled.
If you want to cancel your order, please log in to My Orders, select the order, and request cancellation. Or you can contact our customer service for help.
Step 1: Go To Your Order Page
Ordered Through Account:
Log into your JJ's House account and click here to go to your orders page. If you have trouble getting into your account, you may have used Guest Checkout.
Ordered Through Guest Checkout:
Click here and fill out your order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.
If you don't remember whether you used your account or Guest Checkout to place your order, try both of the above instructions, and if neither work, reach out to our customer service team with your order.
Step 2: Submit Your Cancellation Request
Find the order that you need to cancel and get into the order details page.
Click on the "CANCEL" button under "Action" on the order details page.
Choose the reason for your cancellation, and click "Confirm".
For some specific payment methods, for example, Wire Transfer, you’ll need to input your account information after selecting the reason for cancellation.
Please Note: By submitting the cancellation request, it doesn’t mean that the order is successfully cancelled. Our website will automatically create a ticket for your request and forward it to our customer service team. They’ll check the order status and contact you afterward.
Once a cancellation request is processed, it cannot be reversed. You would need to place a new order to get the item(s).
If you no longer wanted a specific item or needed to add additional items, please see our Order Change Policy.
Once your order is shipped, it cannot be cancelled. You'll need to wait for the order to arrive and request a return. Please Note: The following items (and any others marked as non-returnable on their ordering page) are non-returnable:
- Custom-Made Dresses
- Final Sale Items
- Swatches
- Fabric by-the-yard
- Purchased At-Home Try-On Dresses
- Face Masks
- Garment Bags
- Robes
- Lingerie
- Wedding & Party Jewelry
- Name Necklaces
- Name Rings
- Bracelets
- Personalized Favors
- Bride Gifts
- Bridesmaid Gifts
- Groom Gifts
- Groomsmen Gifts
- Beauty