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FREE UK DELIVERY ON ORDERS OVER £50
FREE UK DELIVERY ON ORDERS OVER £50

Refund policy

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can address the issue for you.

We are pleased to offer a 14-day return policy, which means you have 14 days from the delivery date of your item to request a return. Processing of returns and exchange can take up to 4 working days once received by us.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused and unwashed, with the Hand and Jones returns tag and labels still attached and in its original packaging including any storage bags or branded accessories. You will also need the receipt or proof of purchase.

To make a return, please email us at  returns@handjones.com  stating what merchandise you wish to return, together with your reason for return.  If your request is accepted, please attach the return label provided with the original shipment and either take to your local UPS Access Point or we will arrange for  UPS to  collect your return shipment on a date chosen by you.  UPS will make one attempt to collect your return shipment.   Items sent back to us without first requesting a return will not be accepted.

We will cover the shipping cost of one return or exchange per customer, per order within the UK. Further returns will need to be made at the customer’s expense. Shipping of international returns will be at the customer’s expense.

You can always contact us for any return question at returns@handjones.com.

Exceptions / non-returnable items 

Garments can only be returned undamaged, unused and unwashed with the Hand and Jones security tag and label still attached.

For hygiene reasons, we are unable to accept returns or refunds for underwear or swimwear. 

When trying on garments please be aware that any odours, including perfume, or marks such as makeup, tanning products or deodorant will mean we are unable to accept the item back and it will be returned to you.

Exchanges

To be eligible for an exchange, your item must be in the same condition that you received it, unworn, unwashed and unused, with the Hand and Jones returns tag and labels still attached and in its original packaging including any storage bags or branded accessories. You will also need the receipt or proof of purchase.

To make an exchange, please email us at  returns@handjones.com  stating which item you wish to exchange  and indicate what colour and size you would like to exchange your garment for. To exchange for an item with a different value, please return the item you have, and once the return is accepted, make a separate purchase for the new item.

To make a return, please email us at  returns@handjones.com  stating what merchandise you wish to return, together with your reason for return.  If your request is accepted, please attach the return label provided with the original order and either take to your local UPS Access Point or arrange for  UPS to  c ollect your return shipment on a date chosen by you.  UPS will make one attempt to collect your return shipment. Items sent back to us without first requesting an exchange will not be accepted. 

We will cover the shipping cost of one exchange per customer, per order within the UK. Further returns will need to be made at the customer’s expense. Shipping of international exchanges will be at the customer’s expense.

You can always contact us for any question at returns@handjones.com

Refunds

We will notify you by email once we’ve received and inspected your return, and let you know if the refund has been accepted. Once it has, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.