Returns

Jello Return Policy

At Jello, we want every order to reach you smoothly and without stress. We put a lot of care into our products and shipping process, but sometimes things do not go as expected. This page explains our return and failed delivery policy in a simple and fair way.

📦 Orders

If something is not right with your order, please contact our support team.
Send us a short message describing the issue and we will help you find the best solution.

❗ Incorrect or incomplete address

If the delivery address is entered incorrectly or important information is missing, the package may be returned to our warehouse.
Our logistics partner charges a mandatory return fee of 10 €, which we must pass on.
This covers the cost of returning and handling the package.

🚫 Package not accepted or not picked up

If the courier cannot deliver the parcel because it was not accepted, refused, or not picked up from a pickup point, it will be returned to us.
In these cases, the same 10 € return fee applies, including when a refund is requested.

💶 Refund after a returned package

If your parcel is returned and you would like a refund, the return fee will be deducted:

Refund = Order total minus 10 € return fee

📨 Re-shipping your order

If you want your order to be shipped again after it was returned, we kindly ask you to cover:

• the 10 € return fee
• the new shipping cost

We will resend the package once both payments are completed.

✨ Exceptions

There is no fee for you when the issue was caused by the courier or by us.
This includes shipping mistakes, transit damage, lost parcels, or internal processing errors.

Questions?

Our customer service team is happy to help you at any time:
contactdrinkjello@gmail.com or via our contact form.

Thank you for choosing Jello. Your trust means a lot to us.

Your Jello Team