unsuitable items may be refunded or exchanged within 14 days of our dispatch date. before you make a return you must notify us within 48 hours of receiving an item by emailing info@jane-carr.com. any returned items are not accompanied by the official documentation will not be accepted. if you prefer, you can contact us by telephone and we will be happy to talk you through our returns procedure, simply call (0)20 7387 4337. customer returns should be sent to the following address: returns dept., jane carr ltd, church hall studios, 4 redhill street, london nw1 4bg uk tel: +44 (0)207 387 4337. please note that items must be returned new, unused and with all original tags still attached where appropriate. in addition, items must be returned in their original, undamaged jane carr box or canvas tote where appropriate as this is considered part of the product. we do not accept any item with any indication that it was worn or used, in such cases the item will be returned to the purchaser. we are unable to accept merchandise that is not received in the above specified conditions, furthermore, to ensure that your return adequately protected in transit, we recommend you send your items back in the original packaging provided. we strongly recommend that you obtain a free certificate of posting form from the post office, as we will not accept responsibility for parcels lost in transit. for complete peace of mind you should consider sending the goods recorded delivery, but we regret we cannot refund this charge. please note that postal costs for returned goods are the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.
all correctly returned products will be refunded to the original purchaser's credit card, excluding all shipping costs, and sales taxes. please note, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. this can vary greatly between card issuers and unfortunately we are unable to influence this procedure and time span.
if you have received an item as a gift you may exchange it for another item of a similar value, unfortunately monetary refunds cannot be given on gift purchases as all refunds must be made to the original purchaser's credit card.
please follow the same procedure for returns. however if the product you return is faulty, incorrect or damaged in transit, we will refund you the cost of the return postage, as well as the goods and your original postage and packaging charge. (please keep a receipt for the return postage).