Returns Policy

Making a return is easy. You have 14 days from the delivery date to decide whether to keep your items.

We are delighted to offer free returns within the UK.

Unfortunately we are currently unable to offer free international returns.

Please note that items must be returned new, unused and with all original tags still attached. In addition, items must be returned in their original, undamaged JANECARR box or canvas bag as this is considered part of the product. To ensure that your return is adequately protected in transit, we recommend you send your items back in the original outer packaging provided.

We do not accept any item with any indication that it was worn or used. Returns that do not meet our policy will not be refunded and may be returned to the purchaser.

Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original outer packaging provided.

Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

FREE UK RETURNS

Before you make a return, please notify us within 48 hours of receiving an item by emailing info@jane-carr.com. If you prefer, you can contact us by telephone and we will be happy to talk you through our returns procedure, simply call +44 (0)20 7387 4337 from 10am - 5pm GMT, Monday to Friday.

Your order includes a DHL returns label, please attach this to the outside of the parcel.

Call DHL on 0844 248 0844 to arrange a collection free of charge and on a day that is convenient for you, you will be asked for your waybill number, which is printed on your returns label. Alternatively you can drop the parcel at your nearest DHL Service Point.

All correctly returned products will be refunded to the original purchaser’s credit card (minus the outbound shipping cost) within 10 working days of receiving the return. 

INTERNATIONAL RETURNS

Please note that, currently, international customers are responsible for the cost of returning items to us.

Should you wish to return your item/s please contact our Customer Care team on info@jane-carr.com or +44 (0)20 7387 4337 quoting your order number and the item/s you wish to return.

We will create the returns paperwork with DHL and send this to you by email to print and attach to the package.

You can then arrange a DHL collection at a time that suits you or drop the parcel at your nearest DHL Service Point.

The actual return courier cost will be deducted from your refund.  Please note that this amount may be more than the original outbound shipping rate you paid, as this rate is often lower than the final courier cost we are charged.

All correctly returned products will be refunded to the original purchaser’s credit card (minus the outbound shipping rate, import duties and taxes and the return courier cost) within 10 working days of receiving the return. 

We will reimburse any reasonable costs you incur in returning the following items to us:

- Items we delivered to you in error

- Items that were damaged upon delivery or are defective or incorrect

Customers’ statutory rights are unaffected.

EU Customers - Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your order within 14 calendar days of receiving the last item in your order, without giving any reason.

To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires. If the deadline falls on a weekend or public holiday, it extends to the next working day.

You can initiate a return directly from your order confirmation page, or by contacting us at info@jane-carr.com.

Once we receive your returned items, we will refund the original purchase price within 14 days. Please note:

Items must be returned in their original condition.
Return shipping costs are the responsibility of the customer and will be charged at the actual carrier cost.
We do not charge restocking fees.

This right of withdrawal does not apply to sealed goods that have been opened.

RECEIVING A REFUND

Your refund (excluding all shipping costs, and sales taxes) will be credited to the original purchaser’s payment card or as a JANE CARR gift card. Please note, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this procedure and time span.

RETURNS PERIOD

Your purchase should be sent back to us within 14 days of notifying us of your intent to return. Returns outside of this period may be accepted at the discretion of JANE CARR.

PRODUCT CHARACTERISTICS

All JANE CARR goods are hand-made. Small imperfections and irregularities are possible and are seen as characteristic of the hand-made quality. Should any significant manufacturing fault be found it must be reported by email on info@jane-carr.com within 14 days of delivery whereby a replacement/s will be issued if available. All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your JANE CARR account.

CANCELLATIONS

View our Terms & Conditions our information on cancelling your order.