Returns & Exchanges

Our Return, Exchange & Refund Policy

We want what's best for YOU. We offer returns, exchanges and full refunds within 14 days of receiving your order — all risk free for YOU.

What we accept

We accept returns, exchanges or refunds for:

  • Wrong item received
  • Wrong size
  • Change of size
  • Change of design
  • Change of colour
  • Missing item
  • Defective or damaged item — if you open it and find it defective or damaged

We encourage customers to record a video when unboxing your parcel, as this can serve as supportive evidence.

Eligibility conditions

Your sandals must be returned in their original condition:

  • Unworn outdoors
  • Original tags still attached
  • No dirt, stains, scratches or any kind of defect marks
  • No torn, broken or damaged parts
  • Original packaging and ribbons (if your sandals came with ribbons attached) must be included
  • Returned in the same condition as when you received them

All returned sandals will be inspected by our team upon arrival.

How to make a return, exchange or refund

  1. Contact us on our Malaysia WhatsApp number +6011 2676 8520 or email us at info@jaedals.com
  2. Send us the following details: your name, order or tracking number, email address, phone number, and reason for the return, exchange or refund
  3. Our JaeDals team will send you a Pos Malaysia return airway bill
  4. Tell us your preferred return method:
    • Home Pick-Up — tell us your preferred pick-up date, print and attach the airway bill securely to your parcel, and a Poslaju rider will call to confirm the pick-up and collect your parcel
    • Post Office — print and attach the airway bill, then drop off your parcel at your nearest Pos Malaysia or Post Office branch
  5. Once your parcel has been collected or dropped off, our return and exchange process takes 3–5 business days
  6. For exchanges, we'll send out your new pair once the exchange is processed
  7. Refunds are available within 14 days of receiving your order. Once we receive and inspect your returned parcel and confirm the sandals meet our return conditions, we'll process a full refund to your original payment method

If the returned sandals do not meet our return conditions, we may be unable to process the refund or exchange.