Returns Policy

REFUNDS

All refunds will be credited directly to your original method of payment. Delivery charges are non-refundable.

On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday excluding UK public holidays.

If you are not satisfied with your purchase you may return it to us by post using a delivery service of your choice or in store, within 14 days of receipt, and we will issue a full refund. Please see exceptions and requirements below: 

• Face masks, headbands, hair clips, hair ties, headscarfs, socks or earrings, cannot be returned or exchanged due to hygiene reasons.
• Swimwear items should be unworn, unwashed and have original tags and any hygiene seals still attached.
• The item must be returned in its unworn original condition, with all paper tags and barcode labels attached
• When trying the item on, please be extra careful if wearing makeup or fragrance that could stain or perfume the item. 
• We reserve the right to refuse a refund if an item is returned in unsuitable condition, worn or stained. We will not be able to accept a garment without its original tags.

Extended returns for the festive season

We are extending our returns policy for Christmas. Items purchased online between December 5th and December 24th 2024 can be returned up to January 7th 2025 provided any item is unworn and has all the tags still attached.

RETURN BY POST (UK)

All orders can be returned by post using the delivery service of your choice. To request a return, either returned by post or in store, please use our online returns service.

Once you have shipped your items back to us, we will email you to let you know once your return parcel has been received and your refund is completed.
Please note we do not cover return shipping costs. We recommend to hold on to your postage receipt and tracking number. For peace of mind, you may want to send the parcel using a delivery service that insures you for the value of the goods, should the parcel get lost. 

Please, remember the return of the items is your responsibility until they reach our warehouse, so make sure it's packed up properly and protect from getting damaged on the way. 

Scotland, Wales and Northern Ireland Returns

We are committed to making your shopping experience as seamless as possible. To provide more flexibility and convenience for our customers in Scotland, Wales and Northern Ireland, we are now offering the option to return using a pre-paid Royal Mail label for certain return reasons. Our goal is to expand this service to more regions soon.

If you select the Royal Mail option, you can use the QR code or shipping label we emailed to you to facilitate your return. Simply take the code to your nearest Royal Mail outlet for processing. Be sure to keep the receipt they provide, as it includes a tracking reference that allows you to monitor the progress of your return.

The pre-paid label is offered at the fixed amount of £5 which will be automatically deducted from your refund. If you do not wish to return using the pre-paid return label, you can send your return by post using the delivery service of your choice. 

INTERNATIONAL RETURNS

International customers wishing to return items from their purchase should follow the same instructions as UK returns and, in addition, make sure you place a copy of the original order confirmation (or invoice) inside the parcel, and write 'UK RETURNED GOODS' on the outside of the parcel. Sister Jane is not responsible for international returns that have not been sent as per our instructions for return, for parcels which are held or delayed by customs.

Please be aware that customs and import duties, taxes and/or fees may be payable, and are the responsibility of the customer (even if you refuse to accept delivery of the shipments upon arrival).

Sister Jane is not responsible for the VAT, duties and/or any other taxes applied by the local customs authority, and we cannot predict the charges that may incur for each shipment. As such, it is your responsibility to verify with local custom offices if any charges are payable upon delivery. If your order is subject to any of these charges, they must be paid in full by you in order for your package to clear customs or to be delivered to you. Customs authorities require that we state the value of your order directly on your package(s). Customs agents have the right to delay release of your package(s), and they may also deny delivery. If you refuse delivery and/or to pay these charges the package may be sent back to us, and costs and charges due for payment, including return shipping costs, may be deducted from any refund due to you.  

EXCHANGES

Currently orders cannot be exchanged, unless item is faulty or incorrect. Please use our online returns service to notify us of your return and ensure this is within 14 days of receipt. Once confirmed by our team, a new order can be placed through Sisterjane.com at any time or if you contact us on hello@sisterjane.com you can place an order via our Customer Service team. Alternatively, orders can be returned for an exchange in the Sister Jane store.  

ORDER CANCELLATIONS AND AMENDMENTS  

Please note, we may be unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed. Please contact our Customer Service Team on hello@sisterjane.com or (+44) 20 7148 0791 ASAP and if still in time, we will try our best to accommodate your changes. If you decide to cancel your order after it has been processed we will unfortunately be unable to refund any shipping related charges incurred.  

IF YOUR ITEM IS FAULTY...

In the unlikely event your item has a fault, please contact us at hello@sisterjane.com quoting your order number and providing a description and image of the item. Our team will then get back to you in 1-2 working days.

BUSINESS CUSTOMERS

Our return policy applies exclusively to personal customers. For all items purchased by business customers, or purchased on a business or corporate card, or for purposes other than for personal use, all sales are final. If you are unsure whether your order is deemed a business order, please contact us at hello@sisterjane.com prior to purchase.