Refund policy
Thirty days
You have 30 days from the day your order is delivered to ask for a return and get a refund.
What we can take back
A shirt coming back to us needs to be exactly as it left: unworn, unwashed, unaltered, with every original tag still attached and in its original packaging. Anything showing deodorant, cologne, pet hair, makeup or other marks of wear cannot be accepted. Keep your order confirmation or proof of purchase handy.
How a return works
Start by emailing support@joeybrooks.com. We will look at the request and reply with a return authorization and the address to send the parcel to. Returns sent without an authorization first will not be accepted.
Orders travel to you straight from our fulfillment facilities, so a return must go only to the return address our support team gives you in that authorization. A parcel marked Return to Sender, or posted back to the address it originally shipped from, cannot be traced, and it will not be refunded.
Who pays the postage
If you simply changed your mind, return shipping is yours to cover. Two ways to do it:
- Our label: ask and we will send a return label, and the cost of that label comes off your refund.
- Post it yourself: use any carrier you like, but choose a tracked service, because we cannot guarantee receipt of an untracked parcel.
If the shirt arrived defective, damaged or not what you ordered, you never pay for the return: we send a prepaid label at no charge and nothing is deducted, provided you tell us within 7 days of delivery as described below.
JOEY BROOKS reserves the right to decline a return that does not meet the condition standards above; a declined item will be returned to you at your cost.
Faulty, damaged or wrong
Look your order over when it arrives. If something is defective, damaged or not the item you ordered, email support@joeybrooks.com inside 7 days of delivery; include the order number and photos where you can. Once we have checked them, we sort out a replacement or a refund. Claims that reach us after the 7 day window cannot be accepted, so please do not sit on it.
Exchanges
Swapping for another size or colour is a direct exchange. Email support@joeybrooks.com within 30 days of delivery and we will set it up; depending on the exchange, a shipping charge may apply.
What we cannot take back
- Gift cards.
- Anything custom made or personalized.
- Anything bought in a clearance or final sale event.
- Underwear (intimates) and swimwear, unless the hygiene liner is intact and untouched. Try them on over your own underwear.
Refunds
When your return reaches our facility and passes inspection we will confirm it is approved. An approved return is refunded to your original payment method within 10 business days of that inspection, without you doing anything more; the bank or card issuer can then take extra time to show it on your statement. If 15 business days go by after approval and nothing has landed, email support@joeybrooks.com.
Questions
Email support@joeybrooks.com and someone will pick it up on business days.
