Return & Exchange
At Dame Jo!, we believe that soulful skincare begins with trust. While we hope you will be completely satisfied with your purchase, we understand that sometimes things do not go as planned. This policy outlines how we support you in those moments — with care, clarity, and respect.
1. Returns
1.1. We accept returns for products that are unopened, unused, and in their original packaging, with the tamper-proof security seal intact.
1.2. Returns must be requested within 14 calendar days of the initial purchase. A receipt or proof of purchase is required.
1.3. Return shipping fees are the responsibility of the customer.
1.4. Opened or used products, or items with broken seal stickers, are not eligible for return or refund. This is due to hygiene and safety standards.
2. Damaged or Incorrect Items
2.1. If your order arrives damaged or incorrect, please notify us within 48 hours of delivery.
2.2. To expedite resolution, contact us via email with photographs of the item(s).
2.3. We will issue a full refund to your original payment method. No return fee will be charged.
3. Missing Packages
3.1. For packages marked as delivered but not received, we require two business days to file a claim with the carrier before sending a replacement.
3.2. We cannot assist with missing items or broken products reported outside the 14-day window or without photographic evidence.
4. Return Process
4.1. To initiate a return, contact our Customer Service Team at support@damejo.com.
4.2. We will provide a return label via email.
4.3. Please do not send items back without contacting us first. We are not responsible for returns lost in transit that were not communicated to Customer Service.
5. Retail Purchases
5.1. If you purchased Dame Jo! products from an authorised retailer, beauty salon, or shop, please return the items directly to that retailer.
5.2. They follow our return policy, but communication must be made with them directly.
6. Order Cancellations
6.1. Orders cannot be cancelled once they have been processed and/or shipped.
6.2. If you wish to return an item after delivery, you may do so within 14 calendar days, provided the product is unopened, unused, and in its original packaging with the tamper-proof seal intact.
6.3. Return shipping costs are the responsibility of the customer.
7. Natural Variations
7.1. Due to the seasonal nature of our botanical oils and extracts, slight variations in colour and texture may occur.
These shifts reflect the authenticity of our ingredients and do not affect product performance.
7.2. If your item looks different than expected, contact us at support@damejo.com within 48 hours of receiving your order.
8. Further Assistance
8.1. If your questions are not answered here, please reach out to us at support@damejo.com. We are here to help.