Returns and Refund Policy
Last updated: 21 October 2026
At James & Olivia London, your satisfaction is important to us. We want you to shop with confidence, knowing that if something isn't quite right, we're here to help.
This Returns & Refunds Policy explains our 30-Day Money-Back Guarantee, how to request a return, and how refunds and exchanges are handled.
This policy applies to purchases made through www.jamesolivialondon.com.
1. Our 30-Day Money-Back Guarantee
We understand that shopping for clothing online can sometimes mean that an item isn't quite what you expected.
That's why we offer a 30-day money-back guarantee on eligible purchases.
If you're not completely satisfied with your order, you may request a return within 30 days of receiving your items.
To request a return, please contact:
Include the following information:
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Your full name
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Your order number
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The email address used when placing your order
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The reason for your return
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Clear photographs if the item is faulty, damaged or incorrect
Our customer service team will review your request and provide the appropriate return instructions.
Your statutory consumer rights remain unaffected by our 30-day guarantee.
2. How to Return an Item
To ensure your return is handled correctly, please contact our customer service team before sending any items back.
Once we have received your request, we will provide you with the applicable return address and instructions.
Please do not send returns to an address found on the shipping label without first confirming the correct return location.
Some of our products are fulfilled directly by international suppliers. Consequently, your return may need to be sent to an overseas return facility, including one located in China.
Customers must follow the provided instructions to ensure that their return reaches the correct facility.
For returns under our additional 30-day guarantee, please send the item within 14 days of receiving the return instructions, unless a longer period is agreed.
Our return instructions and review process do not restrict or delay your statutory right to cancel an eligible online purchase.
3. Return Shipping Costs
For returns due to a change of mind, an incorrect size selection or personal preference, customers are responsible for the direct cost of return shipping, provided this has been disclosed before purchase.
As certain products are shipped directly from international suppliers, the return address may be located outside the United Kingdom, including China.
In these circumstances, international return shipping costs may apply and must be paid by the customer for eligible change-of-mind returns.
The cost will depend on the parcel's weight, dimensions, destination and chosen carrier.
We strongly recommend using a reliable, tracked delivery service and retaining proof of postage.
If an item is faulty, damaged, misdescribed or incorrectly supplied, we will cover reasonable return shipping costs where required by applicable consumer law.
4. Return Tracking and Proof of Postage
We recommend using a tracked shipping service for all returns.
Please retain your postage receipt and tracking reference until your return has been completed.
For statutory cancellations, we will process refunds within the legally required timeframe and may wait until we receive the returned goods or you provide evidence of having sent them back, whichever occurs first.
For additional returns under our voluntary 30-day guarantee that fall outside the statutory cancellation period, refunds will normally be processed after the returned item has been received and inspected.
If a parcel is lost during return transit, please contact us with your proof of postage so we can review the circumstances.
5. Condition of Returned Items
For returns under our additional 30-day guarantee, we ask that products are returned in a condition suitable for resale.
Where possible, items should be:
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Unworn, other than being tried on for fit
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Unwashed and unaltered
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Free from stains, perfume, makeup marks or damage
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Returned with their original tags and packaging
We understand that you may need to try on clothing to check its size and fit.
For statutory cancellations, handling an item beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for diminished value, where permitted by law.
These conditions do not affect your statutory rights in relation to faulty or misdescribed goods.
6. Items Excluded from Change-of-Mind Returns
Certain products may be excluded from our voluntary change-of-mind return policy, where clearly communicated before purchase.
These may include:
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Gift cards
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Personalised or custom-made products
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Sealed hygiene-related products that have been unsealed after delivery, where a statutory exception applies
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Items damaged through improper use or handling
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Other products expressly identified as excluded from our voluntary returns policy before purchase
Sale and promotional items are not automatically excluded from statutory cancellation rights.
No exclusion in this policy affects your legal rights to remedies for faulty, damaged or misdescribed goods.
7. Faulty, Damaged or Incorrect Items
We carefully select our products and work with our suppliers to maintain appropriate quality standards.
However, if your order arrives faulty, damaged, misdescribed or incorrect, please contact us as soon as reasonably possible.
Email: info@jamesolivialondon.com
Please include your order number, a description of the issue and photographs where available.
Our team will review the situation and arrange an appropriate resolution in accordance with your statutory rights.
Depending on the circumstances, this may include:
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A replacement item
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A repair where appropriate
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A full or partial refund
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Another suitable resolution agreed with you
We may offer an alternative solution, but you are not required to accept store credit or a replacement where you have a statutory entitlement to a refund.
Where required by law, James & Olivia London will be responsible for reasonable return costs associated with faulty or incorrectly supplied goods.
8. Your Rights Under UK Consumer Law
Nothing in this policy excludes or limits your statutory rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
For most eligible online purchases, you have a legal right to cancel your order without giving a reason within 14 days after receiving the goods.
If you exercise this right, you must normally return the goods within 14 days of notifying us of your cancellation.
For orders delivered in multiple parcels, the statutory cancellation period generally begins after you receive the final item in the order.
Separately, the Consumer Rights Act 2015 provides rights when goods are faulty, not as described or not of satisfactory quality.
These rights may include a short-term right to reject faulty goods within 30 days, as well as further rights to repair, replacement, price reduction or refund where applicable.
Our voluntary 30-day money-back guarantee is offered in addition to these statutory protections.
9. Refund Processing
Once your refund becomes due, we will arrange payment through your original payment method unless you expressly agree otherwise.
For statutory cancellations, refunds will be issued without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Where no return of goods is required, statutory cancellation refunds will be made within 14 days of being informed of your decision to cancel.
Refunds following the lawful rejection of faulty goods will be processed within the applicable statutory timeframe.
For eligible returns under our additional 30-day guarantee outside the statutory cancellation period, refunds will normally be processed within 14 days of receiving and inspecting the returned items.
Where applicable, refunds following statutory cancellation include the original standard delivery charge, but not any additional charge for a more expensive delivery option chosen by the customer.
Once a refund has been issued, your bank or payment provider may take additional time to display the funds in your account.
We do not charge administration fees for statutory refunds.
10. Exchanges
If you have ordered the wrong size or would prefer a different item, please contact our customer service team.
Email: info@jamesolivialondon.com
Depending on product availability and the circumstances, we may be able to arrange an exchange or offer another suitable solution.
For voluntary exchanges due to personal preference or an incorrect size selection, additional shipping costs may apply. Any such costs will be explained before you agree to the exchange.
Where an exchange is required as a statutory remedy for faulty or misdescribed goods, we will comply with the applicable legal requirements regarding costs.
11. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible:
If your order has not yet been dispatched, we will make every reasonable effort to stop the shipment.
If your order has already entered the shipping process, it may no longer be possible to prevent dispatch.
However, this does not affect your statutory cancellation rights.
You may notify us that you wish to cancel an eligible online purchase before delivery. Where goods have already been dispatched, they may need to be returned in accordance with the applicable cancellation rules.
12. Contact Our Customer Service Team
If you have any questions about returns, refunds, exchanges or your order, please don't hesitate to get in touch.
James & Olivia London
Website: www.jamesolivialondon.com
Email: info@jamesolivialondon.com
We are committed to providing friendly, helpful customer service and finding appropriate solutions to your concerns.
Thank you for shopping with James & Olivia London.