Refund policy

Please inspect your order upon receipt and contact us immediately if any item is defective, damaged, or if you received an incorrect item.

We offer 14 days from the delivery date of your order to request a return or exchange.  All 'Clearance' merchandise is final sale and not eligible for exchange or refund unless found to be damaged or defective.

Items sent back to us without first requesting a return will not be accepted.  Processing of returns/exchanges can take up to 4 working days once received by us.

To be eligible for return/exchange, your item must be in the same condition that you received it - unworn, unused and unwashed - in its original packaging.  Hand and Jones returns tag and labels must still attached, together with any storage bags or branded accessories.

To make a return/exchange, please email us at  returns@handjones.com  stating what items you wish to return/exchange, together with the reason.  We will cover the postage cost of one return/exchange per order within the UK.  Further returns/exchanges will be at the customer’s expense.  

Once your request has been accepted, for all UK orders we will email a postage-paid return label to mail the goods to us.  Shipping of international returns/exchanges will be at the customer’s expense unless otherwise agreed – for example in the case of damaged, defective or incorrect goods.

Please contact us with any return/exchange questions at returns@handjones.com

Exceptions

Garments can only be returned/exchanged if they are 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, unless the items are damaged, defective or incorrect.

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.

Refunds/Exchanges

We will notify you by email once we’ve received and inspected your return, and let you know if the refund has been accepted or replacement items dispatched. 

Refunds will be automatically made 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.