Refund policy

We want your experience with Not Just Pajama to be exceptional, but we understand that sometimes returns are necessary. To ensure a smooth return process, please adhere to the following guidelines:

Please note that the following products cannot be returned for exchange or refund under any circumstances:

  • Personalized products with custom embroidery or monogramming.
  • Items On Sale.

Returns Policy:

  1. To request an exchange or return, please send an email to support@notjustpajama.com within 14 days of receiving the item. We aim to respond to your query within 1-3 business days.

  2. The item(s) must be in their original condition & packaging, with all tags still attached.

  3. The item(s) must not have been worn, washed, or altered in any way. Please take care when trying on garments, as we cannot accept returned items with makeup stains or a perfume odor.

  4. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

  5. The return shipping cost to our warehouse will not be reimbursed or refunded unless the items are faulty.

  6. Please provide us with a photo of the return postage receipt and tracking number as proof of shipping. The customer is responsible for paying the shipping fee for the return.

  7. Once the items have been received by our warehouse, we will process the refund. Please allow 3-5 business days for our team to process and check the returned items. Processing times may vary during busy periods.

  8. Refunds will be issued back to your original payment method. Please note that it may take up to 10 working days for your financial institution to clear the funds back into your account.

  9. Please be aware that Not Just Pajama cannot be held liable for the loss of garments during return shipping. We recommend using a registered post service and keeping a record of the tracking details.

Exchange:

If you require an exchange, we will ship the exchange item(s) to you within 3-5 days after receiving proof of shipping and the return of the original item(s) to our specified warehouse.

Faulty Goods:

Returns of faulty items will only be accepted if the goods were faulty upon delivery. All items returned as faulty will be inspected upon receipt, and those deemed to be subject to fair wear and tear will not be accepted as faulty. We cannot accept responsibility for garments damaged during washing if our Wash Instructions have not been followed. If a replacement is available, we will replace the faulty item. Please clearly indicate your request for a replacement when contacting us about the fault.

Bespoke Embroidered and Monogrammed Items:

Please note that personalized items with bespoke embroidery or monogramming cannot be refunded or exchanged unless the item is faulty. Sales of personalized items are final, and no exchange, credit note, or refund will be offered under normal circumstances.

We appreciate your understanding and cooperation regarding our return guidelines. If you have any further questions or concerns, please don't hesitate to contact us. We are here to assist you.