Return Policy

At James & Emily London, we do our best to ensure you’re happy with your purchase. However, we understand that sometimes a return may be necessary. This Returns Policy explains the conditions, process, and timelines clearly.

If you place an order on our website, you agree to the terms below.

1. Return Eligibility and Conditions

To be eligible for a return:

  • You may only request a return after you have physically received the item.

  • Returns must be requested within 14 days of delivery.

  • Return shipping costs are fully the responsibility of the customer, including international shipping costs.

  • Items must be returned unused, unwashed, undamaged, and in their original condition, including all tags/labels still attached and original packaging where reasonably possible.

  • You may try items on to check fit, but items must not be worn beyond this.

  • Returns that show signs of wear, odours (e.g., smoke/perfume), stains, washing, or damage may be refused or may receive a partial refund, where permitted by law.

Important: Ordering multiple sizes or variations with the intention to return most of them (commonly known as “bracketing”) is not permitted. We reserve the right to refuse returns where repeated or suspicious return behaviour is identified.

2. How to Start a Return

To request a return:

  1. Email us at support@jamesemilylondon.com within 14 days of receiving your order.

  2. Include:

    • Your order number

    • The item(s) you want to return

    • The reason for the return (helps us improve)

    • A clear photo if the item is damaged or incorrect

  3. Once your return is approved, we will provide you with the supplier return address.

3. Return Address and International Returns

Because we work with international fulfilment partners (dropshipping), returns are typically sent directly to our supplier/warehouse, which may be located outside the UK (often in China).

  • You will receive the correct return address after your return request is approved.

  • You must return the item at your own expense, including any applicable:

    • International shipping fees

    • Customs duties

    • Import taxes

    • Handling fees

We strongly recommend using a tracked service (Track & Trace). You are responsible for ensuring the parcel reaches the return address safely.

4. Refunds

Once the returned item has been delivered to the return address and inspected:

  • If approved, your refund will be issued to the original payment method.

  • Refunds are processed within 14 days after the returned item is received and approved.

Please note:

  • Original shipping fees (if any) are typically non-refundable, unless required by law.

  • If the returned item is not in acceptable condition, we may refuse the refund or offer a partial refund depending on the situation and legal requirements.

5. Responsibility and Delivery Issues

  • We are not responsible for lost return parcels if you do not use a tracked shipping method.

  • We are not responsible for parcels marked as delivered by the carrier to the address provided by the customer.

  • If you entered an incorrect address at checkout, this is the customer’s responsibility.

Address corrections: Any address errors must be reported to us within 24 hours of placing your order. After this time, we cannot guarantee changes due to fast processing.

6. Contact

If you have any questions about returns, please contact us:

Email: support@jamesemilylondon.com
Company: James & Emily London