Returns & Refunds

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If you are not entirely satisfied with your purchase, we’re here to help.

RETURNS POLICY & PROCESS

FREE UK RETURNS

 

JAG London offers free returns on orders delivered within the UK and EU.  Email returns@jaglondon.com with the following information:

 

  1. Full Name the order was placed in
  2. Email address
  3. Name of item you are returning 
  4. Order number
  5. Date of order 
  6. Indicate if you would like an exchange or receive a refund
  7. Please note that all refunds will be made to the credit card originally used.
  8. Reason for return or exchange 
  9. Preferred delivery address for exchange 
  10. We always welcome feedback, please let us know your thoughts.

 

JAG London endeavour to check quality of all product and pride ourselves in producing the best products for our customer, if you are not happy with your purchase just return it to us, in its original and unworn condition, within 28 days of receipt and we will either send out replacement goods or refund you the original purchase price. We will not refund any delivery costs or return shipping costs incurred by you in not using the free returns route on offer (subject to your legal rights in relation to faulty, incorrect or cancelled products).

 

Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them, or have been provided with sufficient proof of postage. We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage, if you are not using our free returns service.

 

If using the free returns service within the UK, packages can take up to two working days to arrive at our warehouse. Outside of the UK, the length of time it takes the parcel to get to the warehouse may vary depending on location. Once delivered to our warehouse, it takes up to 48 working hours for goods to then be processed. It can take up to 72 hours during our busy Sale period. Once processed, you will then be sent a return confirmation. Please allow up to 5 working days for any refund or exchange to be processed following receipt of the return confirmation.

 

We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you may be required to pay an appropriate amount in compensation.

 

Important:  please notify us via email within 14 days of receipt:  returns@jaglondon.com

 

FAULTY GOODS

 

JAG London will only refund the cost of delivery if your order is incorrect, faulty or you are cancelling the contract. See Cancelling Your Contract below for more details. If the item was faulty when you receive it, or you discover it was faulty later, please contact our customer service team in writing at JLcustomerservice@jaglondon.com  to discuss. We will deal with this type of faulty product on a case by case basis and will always ensure that your statutory rights are not affected.

 

WHAT TO DO WHEN RETURNING BY POST:

 

  1. Attach the label provided to you via our team following your email informing us of the return.  Instructions will be provided via email on how the return the item.

 

  1. To make a return or exchange, we need to receive the goods back to our office in their original condition – so, please ensure all goods are packaged securely.

 

  1. If goods are return from outside UK/EU/EEA please mark the box ‘returned goods’.

 

  1. We are not able to accept any returns on any products that have been worn and are not in their ‘original’ condition, unless the product is faulty.

 

  1. We can only accept refunds or exchanges within 28 days of delivery, unless under the 3 years Guarantee or the product is faulty.

 

  1. Return details will be on the label.

Delivery

UNITED KINGDOM – FREE DELIVERY

 

Royal Mail ( 1-3 days)

 

Signatures will be required for UK deliveries. If you are not available for delivery, a card will be left by the carrier for you to rearrange delivery.

 

EU – FREE DELIVERY 

 

COURIER SERVICE ( 3-5 days)

 

Signature may be required.

 

REST OF THE WORLD – FREE DELIVERY

 

COURIER SERVICE  (3-7 days)

 

For orders sent outside of the EU, customs and duties may apply to the order. Any duties payable will be the sole responsibility of the customer and may need to be paid at the time of delivery.

 

Delivery times outside of the UK are not guaranteed and should be used as an approximation only.

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