Returns

Returns Policy

Items must be unworn and in new condition. Items must be returned with all product packaging in re-useable condition.

You have 14 days to request a return or exchange via our online returns form, and then an additional 14 days to return the items back to us.

Item can be returned for an exchange only once. Exchanged items cannot be returned for a refund.

The following items cannot be returned: gift vouchers, custom orders, custom items, colour matching service, personalised items.

Outlet/Clearance products can be returned for Store Credit only.

How to return

Place all returning items and their original packaging in a secure package and return to the address below:

James Shop Returns,
Shanakiel,
Ilkeston Road,
Heanor,
DE75 7DR,
United Kingdom.

Exchanges

If you would like to return your item(s) for an exchange, please contact Customer Services by completing the form on the contact page with your order number and details of what you would like to exchange.

What if I’m over the 14 days to request a return?

If you have missed the 14 day limit to request a refund, we might offer store credit in the form of a digital gift voucher. This offer will be made at our discretion and is not automatic for all orders outside of this date. We will only offer this to customers who can still return their items to us within the total 28 days. As this rule is not covered by any consumer laws or regulations but is simply our way of reaching a compromise, we maintain the right to remove or revoke this offer at any time. If you are over the 28 days, I’m afraid it is too late and we will not accept your items back for reimbursement.

Notice for International Customers

If you are returning goods from a country outside of the European Union, you must clearly mark “RETURNING GOODS” on the parcel. Failure to do this could result in James receiving a customs charge, which will be deducted from your refund total. Your refund could also be delayed by up to 6 weeks if the parcel is held by the UK customs office.

Full Returns Policy

The following policies are to ensure that your shopping experience with James is fair and proper. The terms of these policies do not affect your statutory rights and are included in our full terms and conditions. If you have any questions, please complete the contact form on the contact us page.

The rights of customers in the United Kingdom are covered under the Consumer Contract Regulations (2013). Customers outside of the United Kingdom are not covered under any legislation.

  1. We will gladly refund merchandise in accordance with the United Kingdom’s Consumer Contract Regulations (June 2014). The merchandise must be unworn, unwashed, unaltered, undamaged, and have all tags attached and intact. Bespoke or made-to-order items are non-returnable and non-refundable unless they are of poor quality, such as a manufacturing fault. If you wish to claim that products you have purchased are faulty you must do so within 28 days of ordering from James. If your product is deemed damaged or faulty we will offer you a repair, exchange or a refund as appropriate, in accordance with your legal rights.
  2. General wear and tear, damage or colour changes that occur with usage or improper storage will be your responsibility, not the fault of James. Please follow the care instructions provided with your items and if you have any questions, please contact us using the form on the contact page.
  3. Under the ‘Consumer Contracts Regulations’ (June 2014) customers are entitled to cancel their order (thereby requesting to return) within 14 calendar days of receiving their goods. Refunds will not be issued before receiving the item(s), and can take up to 10 working days to be processed once received. We will refund the price of the goods in full. If you do not return the product packaging in a condition considered re-useable, or at all, you will incur a £2.00 fee for each packaging (this does not refer to the external postage packaging).
  4. Customers are responsible for the cost of returning any item(s) to us, unless faulty or otherwise agreed by the company. It is your responsibility to ensure that reasonable care is taken and the goods and any packaging are sent back to us in the condition in which they were received. If not, you may not be entitled to your full refund.
  5. James will not refund or exchange any returned items/orders that have not been received back to us. Customers must understand that parcels can go missing or be delivered to the incorrect address, so returning parcels without reliable tracked/recorded shipping is done so at the customer’s own risk. We recommend all customers return goods with a service that requires a signature, as tracking that simply states “delivered” is not proof that it has been delivered to our premises. Proof of postage, including postage receipts, is not proof of delivery.
  6. Orders that have attempted delivery but are unsuccessful or rejected will forfeit refunds for shipping costs. All orders are sent with tracked shipping, and the details of this tracking will be used as proof of status. As all parcels require a signature upon delivery, couriers will often find a suitable alternative person to sign on your behalf, including but not limited to; a neighbour, or a work colleague or receptionist at your workplace. If you live in a building of multiple occupancy that is not easily accessible, or has a concierge, they will often seek someone else to sign on your behalf. By placing your order with us, you accept and understand these terms & conditions. Any delivery disputes or complaints must be raised with us within 14 days from the date of dispatch.
  7. All refunds must be returned with the same method of payment used, including specific credit or debit cards and accounts. We cannot, and will not, refund monies to an alternative method of payment.
  8. James maintains the right to block or ban any customers who repeatedly return goods. This decision is not taken lightly and only occurs when customers are found to return goods excessively.
  9. If your return does not meet our returns policy in any way, we have the right to deny your refund. If your refund is denied, it is your responsibility to get your items back and James will not pay to send the items back to you.