Refund Policy
At James & Olivia London, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review our refund policy below.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order.
To be eligible for a return, items must:
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Be unused and unworn
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Be in their original condition
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Include original tags and packaging
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Not show signs of use, damage, or alteration
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
The following items cannot be returned:
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Gift cards
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Personalised or custom-made products
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Intimate or hygiene-related items where a return is not appropriate for health or hygiene reasons
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Items marked as non-returnable at the time of purchase
3. Return Process
To initiate a return, please contact us at:
Please include:
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Your order number
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Full name
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Reason for the return
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Photos (if the item is damaged or incorrect)
Our support team will provide return instructions if your request is approved.
4. Return Shipping Costs
Customers are responsible for return shipping costs unless:
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The wrong item was received
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The item arrived damaged
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The item is defective upon arrival
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be processed within 14 days
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Refunds will be issued to the original payment method used for the purchase
Please note that banks and payment providers may require additional time to process the refund.
6. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photographs showing the problem
We will review the case and provide an appropriate solution.
7. Order Cancellations
Orders may be cancelled within 24 hours of purchase.
Once an order has entered processing or has been shipped, cancellation may no longer be possible.
In such cases, the order must be returned after delivery in accordance with this Refund Policy.
8. Contact Information
For all return and refund enquiries:
📧 Email: info@jamesolivialondon.com
🏬 Business Name: James & Olivia London