Returns Policy

Last updated: 1/11/2025

At James and Sarah London, we want you to be happy with every purchase. If, for any reason, you are not fully satisfied with your order, you may be eligible to return it in accordance with the conditions set out below.

Please read this Returns Policy carefully before requesting a return.

1. General Conditions for Returns

To keep our process fair and transparent, the following conditions apply to all returns:

  • You may only register a return after you have physically received the item.

  • All return shipping costs are the full responsibility of the customer, including any international shipping fees, customs duties, or import/export charges.

  • Items must be returned unused, unwashed, undamaged and in their original condition, with all original tags and labels still attached.

  • Trying on items is allowed, but wearing them for longer use (e.g. a full day, events, or outdoors) is not permitted.

  • Items showing signs of wear, damage, odours, stains, or removed tags may be refused and not refunded.

  • Orders placed in multiple sizes or colours with the clear intention of partially returning (“wardrobing” or try-before-you-decide behaviour) may be refused. We reserve the right to decline returns in cases of misuse of our returns policy.

2. Return Period

  • You must register your return within 14 days of the date you received the item.

  • After your return request has been approved and you have received the return address, we recommend returning the parcel as soon as possible to avoid delays.

If you do not request a return within this 14-day period, we may not be able to accept your return.

3. How to Request a Return

To request a return, please follow these steps:

  1. Contact us by email at info@jamessarahlondon.com within 14 days of receiving your item.

  2. Include the following information in your email:

    • Full name

    • Order number

    • Item(s) you wish to return

    • Reason for return (optional, but helps us improve)

  3. Once your request is reviewed, we will provide you with the return address of our supplier (our fulfillment partner is located in China).

  4. You must ship the item at your own cost, including any customs or handling fees that may apply for international returns.

  5. We strongly recommend using a tracked shipping service and keeping your proof of postage.

Important: Until the returned item has been received and checked at the return address, the parcel remains the customer’s responsibility.

4. Refunds

Once your return has been delivered to our supplier and inspected, we will notify you by email.

  • If the item meets all the return conditions (unused, undamaged, original labels, etc.), your refund will be processed within 14 days.

  • Refunds are issued to the original payment method used at the time of purchase.

  • Any shipping costs paid on the original order are generally non-refundable, unless the item was delivered incorrectly or arrived damaged and you have reported this to us in accordance with our policy.

  • If the returned item does not meet our conditions, we may refuse the refund and, where possible, offer to ship the item back to you at your cost.

5. Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or not the item you ordered, please contact us as soon as possible so we can help you.

  1. Email us at info@jamessarahlondon.com within a reasonable time after receipt (ideally within 7 days).

  2. Provide your order number and a clear description of the issue.

  3. Attach clear photos or videos showing the defect or error.

Once reviewed, we will inform you of the next steps. This may include a replacement, partial refund, full refund, or alternative solution, depending on the situation.

6. Non-Returnable Items

For hygiene and safety reasons, some categories may be non-returnable, such as:

  • Underwear, lingerie, certain swimwear, or items marked as “final sale” or “non-returnable” on the product page.

Where applicable, this will be clearly indicated on the product page before you purchase.

7. Liability & Address Details

  • We are not responsible for lost parcels where the tracking information shows that the item has been delivered to the address provided by the customer at checkout.

  • The customer is responsible for ensuring that the delivery address is entered correctly when placing the order.

  • Mistakes in the delivery address must be reported to us within 24 hours of placing the order by emailing info@jamessarahlondon.com.

  • If an incorrect address is provided and the parcel cannot be delivered or is lost, this remains the responsibility of the customer.

For returns:

  • We are not liable for parcels lost or delayed in transit on their way back to our supplier.

  • If you choose a non-tracked shipping method for your return, you do so entirely at your own risk. We highly recommend using a tracked and insured shipping method.

8. Contact

For any questions about returns or this Returns Policy, you can contact us at:

📧 info@jamessarahlondon.com
James and Sarah London – Customer Support