Making a return is easy. You have 14 days from the delivery date to decide whether to keep your items.
We are delighted to offer free returns and exchanges within the UK.
Unfortunately we are currently unable to offer international exchanges, or free international returns.
Please note that items must be returned new, unused and with all original tags still attached. In addition, items must be returned in their original, undamaged JANE CARR box or canvas bag as this is considered part of the product. To ensure that your return is adequately protected in transit, we recommend you send your items back in the original outer packaging provided.
We do not accept any item with any indication that it was worn or used. Returns that do not meet our policy will not be refunded and may be returned to the purchaser.
Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original outer packaging provided.
Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
FREE UK RETURNS
Before you make a return, please notify us within 48 hours of receiving an item by emailing firstname.lastname@example.org. If you prefer, you can contact us by telephone and we will be happy to talk you through our returns procedure, simply call +44 (0)20 7387 4337 from 10am - 5pm GMT, Monday to Friday.
Your order includes a DHL returns label in a clear adhesive window. Attach one copy to the parcel, leaving out the page marked “WAYBILL DOC” (this will be given to the DHL driver).
Call DHL on 0844 248 0844 to arrange a collection free of charge and on a day that is convenient for you, you will be asked for your waybill number, which is printed on your returns label. Alternatively you can drop the parcel at your nearest DHL Service Point.
Please note that, currently, international postal costs for returned goods are the customer’s responsibility.
Should you wish to return your item/s please contact our Customer Care team on email@example.com or +44 (0)20 7387 4337 quoting your order number and the item/s you wish to return.
We will create the returns paperwork with DHL and send this to you by email to print and attach to the package. The postage costs will be deducted from your refund.
You can then arrange a DHL collection at a time that suits you or drop the parcel at your nearest DHL Service Point.
All correctly returned products will be refunded to the original purchaser’s credit card, excluding the original shipping charges, import duties and taxes, and minus the return shipping costs.
We will reimburse any reasonable costs you incur in returning the following items to us:
- Items we delivered to you in error- Items that were damaged upon delivery or are defective or incorrect
Customers’ statutory rights are unaffected.
RECEIVING A REFUND
Your refund (excluding all shipping costs, and sales taxes) will be credited to the original purchaser’s payment card or as a JANE CARR gift card. 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.
Your purchase should be sent back to us within 14 days of notifying us of your intent to return. Returns outside of this period may be accepted at the discretion of JANE CARR.
All JANE CARR goods are hand-made. Small imperfections and irregularities are possible and are seen as characteristic of the hand-made quality. Should any significant manufacturing fault be found it must be reported by email on firstname.lastname@example.org within 14 days of delivery whereby a replacement/s will be issued if available. All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.
View our Terms & Conditions our information on cancelling your order.