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Returns & Refunds

Thank you for shopping with us at Jake & Alice.  We hope you love your purchase, but if it is not quite right, please follow the guidelines outlined below;

  • Please send it back to us within 14 days of receiving the goods.  Please note that sale items have a 7 day return policy.  We are happy to refund you on receipt providing the items are in perfect condition and with the original packaging where possible. 
    Any orders placed in December we are offering an extended returns policy of up until the end of January.  All other conditions apply. 
     
  • The only exception is pierced jewellery which we cannot offer refunds on, unless faulty, due to hygiene reasons
     
  • We will refund you the price of the item purchased, but not the delivery charge, unless the item purchased is faulty or incorrect. 
     
  • The item is your responsibility until it reaches us. Therefore, we advise that all packages are sent on a recorded delivery service that insures you for the value of the goods and to keep the proof of the delivery receipt. We cannot be held responsible for any parcel that has been lost in transit. The cost of return postage will be at your expense unless the goods are faulty or incorrect.
     
  • If you claimed a free gift with your order, you will need to return this with your purchase, unless you are still keeping part of your order that still adds up to £35 or over.  If the free gift is not returned the value of the gift at £5 will be deducted from your refund amount. 
     
  • Please contact us at [email protected] and quote your invoice number, name, address and reason for returning the item before you send the purchase back to us, so we can quote you a returns number.  Please enclose this returns number with the purchase you are returning to us. 
     
  • Refunds will be processed through the original payment method and processed within 7 working days once they have been received and checked.  We will email you on the day your refund has been processed.  
     
  • If all the items in your order are incorrect or faulty we will cover the cost of returning them.  We will send you an email where you can print out a pre-paid label to attach to your parcel. 
     
  • In addition to our returns policy, under the Distance Selling Regulations EU customers have 7 working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund but will require you to return your cancelled items to us at your expense and in perfect condition. One we are in receipt of the items we will process the refund payment.s

 

Your UK statutory rights are not affected by our returns policy.  

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