Exchange PolicyUpdated 4 months ago

We want you to be overjoyed with your Jude purchase. But, if something's not quite the right fit and you wish to exchange an item, please follow these simple steps so our team can assist you promptly. Please note that we can only exchange unused, unopened goods.

Initiating an Exchange: 

Exchange requests must be initiated by completing the returns form within 14 days of delivery, and products must be returned in perfect condition, including original packaging.

Step 1 - Returns Form:

• Fill out the online Returns Form* here to start the returns process. If this form is not completed, we won't be able to process your return or issue a refund.
• You'll need your 5-digit order number, which you can find on your Jude order confirmation email.
• Ensure you specify which size, style and colour you'd like to swap for!

Step 2 - Return Package*:

• Include your name and order number in the returns parcel. Without this information, we won't be able to process your exchange request.
• Fold and place the product in the original packaging with labels attached and the leaflet included.
• Send your parcel back to us and retain a copy of your proof of postage. (In the unlikely event our warehouse team do not receive your return, we will require evidence of postage in order to process an exchange.)
• *Please note: We do not offer free return labels. All returns must be posted back to our warehouse address, which you can find at the end of the returns form in Step 1.

Step 3 - Exchange Processing:

• Once our warehouse receives your items, your return will be checked in and your exchange order will be processed within 3-5 business days.
• We will send you an email update to confirm as soon as this has been processed for you.
• It may take up to 10 working days to receive your exchanged item (depending on how quickly you're able to send the returned item back to our warehouse).
• If your returned item(s) does not meet our return policy requirements, we cannot process an exchange, so you will need to order a new item on-site instead. We'll notify you in the rare case your return doesn't match our return standards, with instructions on what to do next.

Exchanging Leak-Proof Underwear:

For hygiene reasons, please ensure the underwear is:

• Clean and unworn*.
• Not washed or damaged.
• In sellable condition (original packaging, all labels attached, and leaflets included).
• *Always leave the hygiene label in place when trying on or returning the item.

Remember, when trying on your Jude underwear:

1. If you purchased a bundle of 3 pairs, open only one pack for fitting.
2. Try on Jude's Leak-proof Underwear with your own underwear or bikini bottoms to ensure the product suits your needs, before removing the hygiene label.
3. Keep the original packaging for potential returns.
4. Ensure all labels are intact and not removed.

Thank you for choosing our products, and we appreciate your understanding of our exchange process. If you have any questions, please don't hesitate to contact our customer care team at [email protected].