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 or in store, within 14 days of receipt, and we will issue a full refund. Please see exceptions and requirements below:
- Face masks and coverings 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.
IF YOUR ITEM IS FAULTY...
In the unlikely event your item has a fault, please use our online return service to request a return and contact us at firstname.lastname@example.org quoting your order number and providing a description and image of the item. Our team will then get back to you 1-2 working days.
RETURN BY POST
All orders can be returned by post using our online returns service.
In the rare event there is an issue or fault with the items ordered, please also use our returns online service and email us at email@example.com confirming your order number and attaching photos/details of the fault. We will endeavour to find a suitable resolution as soon as possible.
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 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.
International customers wishing to return items from their purchase should follow the same instructions as European returns. 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.
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 firstname.lastname@example.org 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 email@example.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.