Refund & Return Policy

Return Policy

Last updated: July 7, 2026

At James & Olivia London, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are happy to help. Please read our return policy carefully before requesting a return. If you have any questions, please contact us at:

info@jamesolivialondon.com

1. How We Operate

James & Olivia London operates using a direct supplier fulfilment model. To reduce waste and minimise our environmental impact, we do not hold large amounts of inventory. Some products are shipped directly from our trusted suppliers, including suppliers located in China.

As a result, approved returns may need to be sent to our supplier's designated return address.

2. Return Request

You may request a return within 14 days of receiving your order.

To request a return, please email:

info@jamesolivialondon.com

Please include:

• Your order number
• The reason for your return

Once your request has been reviewed and approved, we will provide the correct return address.

3. Return Conditions

• A valid reason for the return is required.
• Items must be unworn, unwashed, undamaged and returned in their original condition with all tags attached.
• Trying on an item is permitted, but it must not show signs of wear.
• Sale items cannot be returned unless they are faulty or legally eligible for return.
• Purchasing multiple sizes with the intention of returning part of the order is not permitted.
• For hygiene reasons, certain items such as underwear, swimwear and jewellery cannot be returned unless they remain unopened and unused.

4. Return Shipping

• Return shipping costs are the responsibility of the customer.
• This includes any international shipping costs, customs duties or import charges.
• Customers are responsible for arranging and tracking their own return shipment.
• We strongly recommend using a tracked shipping service, as we cannot process returns without proof of shipment.

5. Alternative Solution

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable solution before returning your item.

Depending on the situation, we may offer:

• A partial refund
• Store credit
• A replacement item
• Another mutually agreed solution

Please contact us before returning any item.

6. Damaged, Incorrect or Defective Items

If your item arrives damaged, defective or incorrect, please contact us within 30 days of delivery.

Your email must include:

• Your order number
• A clear description of the issue
• Clear photographs showing the problem

Without photos and a description, we may not be able to process your claim.

We will review your request and provide an appropriate solution as quickly as possible.

7. Refunds

Refunds are issued only after the returned item has been received and inspected at the designated return address.

Once approved, your refund will be processed within 14 days using your original payment method.

Original shipping costs are non-refundable unless required by applicable consumer protection laws.

8. Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has entered fulfilment or has been dispatched, cancellation is no longer possible.

If you wish to cancel an order, please contact us immediately at:

info@jamesolivialondon.com

We will do our best to assist you.