Returns and Refunds
Can I return a garment if I change my mind? Yes, we do offer returns (with the exception of underwear, cutlery and face cloths) within 28 days of receiving your order if you change your mind. However, in this case, you are responsible for the cost of returning the item to us. Please return your item to us using the Returns Portal linked below, ensuring it is in perfect condition, unworn, with tags still attached and in the original bag. If items are NOT returned in perfect condition with tags, your item will not be refunded.
My garment is faulty - can I return it? We are very happy to refund or replace faulty items within 6 months of the purchase date.
If you are in the UK, please return your item to us using the Returns Portal linked below. Please contact our customer service team via email@example.com - the team will identify the fault and share a free post returns label with you so you can return your item to us.
c/o James and James Fulfilment
Brackmills Industrial Estate
If you are outside of the UK, please do not return your faulty item to us without contacting our team. Please email our customer service team on firstname.lastname@example.org who can advise you on next steps.
My item is faulty but my purchase date was more than 6 months ago - is there anything I can do? Unfortunately, we are unable to provide a replacement or refund if the item was purchased more than 6 months ago, unless you’re able to demonstrate that the item was faulty when you received it. Know your rights - for more info, please click here.
How long will my refund take? Once we receive the garment back at the fulfilment house, the refund can take up to 14 business days due to quarantine processes, and an additional 5 days for the refund amount to hit your account. The refund will be made on to the same payment method used in your original purchase.
You have received my parcel - when will I receive an email about my refund? We will process your refunds as soon as the garment(s) have gone through quarantine at our fulfilment centre.
I want to change or cancel something in my order - can I do this? Please email customer service at email@example.com with any requests relating to your order. Please note that if your order has already been boxed by our warehouse, we are unable to make any amends, but we will try where possible.
I have been refunded less than my original payment amount - why is this? We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.