Returns & Exchanges
We want you to fall hopelessly in love with our products. And if you don't, we want to make returns easy.
For UK (non-international) returns, please visit our UK returns portal.
How to return (international/non-UK):
We now operate with paperless returns / orders.
- Create your return or exchange using our online returns portal
Please note, when entering your order ID please start with a # for the order to be recognized.
- Place your return items in the original or suitable packaging and seal appropriately
- Arrange collection, or drop off for your return parcel with your selected courier, or arrange your own service and post to Disturbia (tracked service recommended) at:
James and James Fulfilment
United Kingdom (GB)
Conditions of Return
Returns must be sent & received at our warehouse within 40 days from the date of dispatch for international (non-UK) orders. Your return will not be accepted if it arrives at our warehouse later than this.
Orders purchased from the 1st of December are eligible for return until the 31st of January 2024 providing all other returns criteria are met.
Please also ensure:
✔️ Product tags are attached within the original packaging
✔️ The product is unworn & unwashed
- If your items are returned later than the stated criteria, your return will not be accepted.
The following products are non-returnable:
✕ Swim bottoms
✕ Face masks
Products purchased from the 1st of December are eligible for return until the 31st of January providing all other returns criteria are met.
We advise to try on shoes indoors until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.
Customers are liable for any return shipping costs.
If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20, buy one get one 50% off) you will be refunded the full price of the item, minus any discount given in the offer. If you return all items purchased with the multi-buy offer, then you’ll refunded with the full multi-buy value.
Any items dispatched as part of a pre-order are eligible for return within 30 days of the dispatch date.
Exchanges are available to UK customers only, please select exchange as your refund reason when returning, and enter your requested details in the available text box.
Customers are liable for any return shipping costs, outbound standard shipping for exchanges is free.
Exchanges are valid across like for like products, store credit can be provided alternatively.
Sale / Clearance items are not eligible for exchange.
✔️ Once we've received and reviewed your return, we'll notify you by email to confirm that your refund has been processed.
✔️ We aim to process your refund asap - mostly within 48 hours of receipt. However, this can take up to 5 working days during busier periods. Thanks for your patience!
The customer is liable for the cost of return shipping and any additional custom charges; unless faulty or sent in error.
Shipping costs are non-refundable.
In the rare occurrence an item is incorrect or faulty, please email us with:
- Your full name
- Order number
- Quick description of what's happened.
We'll get it resolved for you asap!
Where we notice unusual or suspicious activity with your account, we may with-hold issuing a refund and / or block your account and any associated accounts.
Such activity may include, but is not limited to excessive claims for orders not received or items missing from an order, suspicious and excessive and consistently high return percentage patterns or activity.
If you believe we’ve made a mistake in blocking or identifying your account, then please contact us to discuss the matter further.
Need further assistance?
Email firstname.lastname@example.org and we'll be happy to help!