Returns Policy

Making a return or exchange is easy. You have 14 days from our dispatch date to decide whether to keep your items.

We are delighted to offer FREE RETURNS within the UK. Unfortunately we are currently unable to offer free international returns, therefore international customers will be responsible for the costs of returning items to us.

Exchanges and customer returns should be sent to the following address:

JANE CARR
PO BOX 51730
LONDON
NW1 8ZT
UNITED KINGDOM
TEL: +44 (0)20 7387 4337

    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 tote where appropriate 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 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 accepted and will be sent back to you.

    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

    All orders received within the UK will include a free DHL returns label. Should you wish to return your item/s, please call 0844 248 0844 to arrange a DHL collection. You will be asked for your account number, which is printed on the returns label. 

    INTERNATIONAL RETURNS

    Please note that, currently, international postal costs for returned goods are the customer’s responsibility.

    We strongly recommend you obtain a free 'certificate of posting' from your chosen delivery service, as we will not accept responsibility for parcels lost in transit. For complete peace of mind you could consider sending the goods recorded delivery, but we regret we cannot refund this charge.

    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.

      EXCHANGES

      Exchanges can be made for a different item than originally ordered. Simply contact our Customer Care team by email at info@jane-carr.com or call +44 (0)20 7387 4337 and we will reserve the alternative item until receipt of your return.

      GIFT RETURNS

      If you have received an item from JANE CARR as a gift you may return it for an exchange or gift card to the same value of the item(s). Unfortunately monetary refunds cannot be given on gift purchases as all refunds must be made to the original purchaser's credit card.

      RETURNS PERIOD

      Your purchase should be sent back to us within 14 days of our dispatch date. Returns outside of this period may be accepted at the discretion of JANE CARR.

      PRODUCT CHARACTERISTICS

      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 info@jane-carr.com 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.

      CANCELLATIONS

      View our Terms & Conditions our information on cancelling your order.