Journey Return Policy | Full Refund & Easy Return Guide 2025
Journey Return Policy (2025 Update)
Returning an item shouldn’t be a stressful experience. Whether you bought a tech accessory from Journey Official or a pair of shoes from Journeys (the U.S. retailer), knowing the rules can save you time and money.
Because the search term "Journey return policy" often confuses two different brands, this guide covers both to ensure you find exactly what you need:
- Journey Official (NZ): A lifestyle and tech accessories brand (chargers, cases, leather goods).
- Journeys (U.S.): A popular footwear and apparel retailer.
We will focus primarily on the Journey Official policy first, followed by a dedicated summary for Journeys shoe retailer to ensure you get the right help.
Quick Summary:
- Journey Official: Offers a 30-day return window for undamaged items with free return shipping.
- Journeys (Shoes): Offers a generous 365-day return window, though fees may apply for online returns brought in-store.
Note: Policies are subject to change. This guide is verified as of 2025.
Overview of Journey Return Policy (Journey Official NZ)
If you purchased a phone case, desk mat, or charger from the Journey Official website, here is the snapshot of what you need to know.
| Topic | Policy Details |
|---|---|
| Return Window | 30 days from the date you receive your order. |
| Condition | Must be undamaged, unused, and in original packaging. |
| Return Method | Mail-in only (initiate via email). |
| Return Shipping | Free (postage paid by Journey). |
| Refund Method | Refund to original payment method. |
| Restocking Fee | None for standard returns. |
Return Window & Eligibility Requirements
To get a full refund, you must meet specific timing and condition rules. Missing these deadlines can result in your return being rejected.
Standard Return Window
You have 30 days from the day your order is delivered to request a return for a "change of mind." This applies to standard products that you simply decided you didn't want.
- Damaged/Wrong Items: If your item arrived damaged or is the wrong product, you must notify Journey within 48 hours of delivery.
Return Eligibility Checklist
Before you pack your item, ensure it meets these criteria:
- ✅ Condition: The product must be undamaged and unused. You are allowed to carefully open the box to inspect it, but it must be preserved in "as new" condition.
- ✅ Packaging: All original packaging, manuals, and accessories must be included.
- ✅ Proof of Purchase: You must have the original receipt or order number.
- ✅ Source: The item must have been bought directly from the Journey Official website.
Non-Returnable Items
You cannot return items if:
- The packaging is torn, damaged, or missing.
- Accessories or manuals are missing from the box.
- You purchased the item from a third-party reseller (you must return it to that store instead).
How to Initiate a Return
Journey Official uses an email-based return system rather than an automated portal. Follow these steps to ensure your return is approved quickly.
Step-by-Step Return Process
- Check Your Dates: Ensure you are within the 30-day return window.
-
Contact Support: Send an email to sales@journeyofficial.com.
- Subject Line: "Return Request - Order #[Your Order Number]"
- Body: Include your reason for return and attach photos if the item is damaged.
- Wait for Approval: The support team will review your request. Once approved, they will provide instructions and details on the free return shipping.
- Pack the Item: Place the product, manuals, and accessories back into the original box. Ensure it is secure.
- Ship It: Attach the provided postage label and drop it off at the designated postal carrier.
Tips for Faster Processing
- Take Photos: If you are returning an item because of a defect, attach clear photos to your initial email. This speeds up the approval process.
- Keep Your Receipt: Always save your tracking number until the refund hits your bank account.
Refund Methods & Processing Time
Once Journey receives your package, they will inspect it to ensure it meets the eligibility rules.
- Refund Method: Funds are returned to your original payment method (Credit Card, PayPal, etc.).
- Processing Time: While Journey does not explicitly state a fixed day count, refunds typically appear in your account within 7–10 business days after the return is processed, depending on your bank.
- Exchange Policy: The current policy focuses on refunds. If you want a different item, it is usually faster to return the unwanted item for a refund and place a new order.
If you are interested in how this compares to other retailers, you can check out the Urban Outfitters return policy or the Ross Dress for Less return policy for comparison on refund speeds.
Journeys Return Policy (U.S. Shoe Retailer)
If you are looking for the shoe store commonly found in malls, this section is for you.
The Journeys (plural) return policy is very different from the tech brand above.
Key Highlights for Journeys (Shoes)
- Return Window: You have a massive 365 days to return items.
- Condition: Shoes and clothing must be in new condition with original packaging.
- In-Store Returns: You can return online orders to a local store, but there may be a 15% restocking fee for online orders returned in-store.
- Online Returns: You can print a label online. While they provide labels, shipping costs may be deducted from your refund unless the item is defective.
If you need to return shoes, visit the official Journeys.com website to start that specific process.
Fees, Deductions & Exceptions
Focusing back on Journey Official (Tech/Lifestyle):
- Restocking Fees: There are no restocking fees for valid returns.
- Shipping Costs: Journey Official covers the return postage (free returns).
- Defective Items: If you miss the 48-hour window to report damage, your return may be denied, or you may have to rely on warranty claims rather than a standard return.
Returns Without Receipt
Can you return items without a receipt?
- Journey Official: Strict. You generally need proof of purchase (order number/email receipt).
- Journeys (Shoes): Items returned without a receipt may be refused or limited to an exchange at the current selling price.
Pro Tip: Always keep your email confirmation. It acts as your digital receipt.
Holiday & Extended Return Policies
- Journey Official: There is currently no explicitly stated holiday extension policy (e.g., for Christmas gifts). You should assume the standard 30-day limit applies unless their website states otherwise during the season.
- Journeys (Shoes): With a 365-day return window, a specific holiday extension is unnecessary-you are covered year-round.
Customer Support & Contact Information
If you have trouble with your return or haven't received your refund, contact support immediately.
For Journey Official (Tech/Accessories):
- Email: sales@journeyofficial.com
- Phone: Not publicly listed.
- Hours: Email support is generally monitored during standard business hours (NZ Time).
For Journeys (Shoe Retailer):
- Phone: 1-888-324-6356
- Live Chat: Available Mon-Fri (7am-8pm CST), Sat (9am-6pm CST), Sun (10am-7pm CST).
Frequently Asked Questions (FAQ)
Can I return items to Journey Official without a receipt?
It is difficult to return items without proof of purchase. Journey Official requires an order number or receipt to verify the purchase was made directly through them.
Does Journey Official offer free return shipping?
Yes. For eligible returns within New Zealand and purchases made via their official site, Journey typically pays for the return postage.
How long does the Journey return policy give me?
You have 30 days from the date of delivery to return undamaged items. For damaged goods, you must notify them within 48 hours.
Can I return an online order from Journeys (Shoes) in-store?
Yes, you can return online orders to a Journeys store. However, be aware that a 15% restocking fee may apply to online purchases returned in-store.
What if my item is defective?
For Journey Official, email sales@journeyofficial.com within 48 hours with photos. For Journeys shoes, you have 30 days to report defective merchandise for a full refund or exchange.
How long does a refund take?
Refunds usually take 7–10 business days to appear on your statement after the store processes your return.
Can I return a gift?
If you have the order details, you can initiate a return. Without order details, you will likely need to contact the person who gave you the gift.
Are there items I cannot return?
Yes. Items with missing manuals, damaged packaging, or personalized items are generally non-returnable.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Journey or Journeys website or with your local store. Information verified December 2025.
Found this helpful? Bookmark this page for the latest [Store Name] return policy updates and check our other guides like the Road Runner Sports return policy before your next purchase.
