|UK Standard Tracked
(3-5 working days)
Free over £150
(1-2 working days)
|USA DHL Express
(1-3 working days)
|Canada DHL Express
(2-4 working Days)
|Australia DHL Express
(4-7 working Days)
|Europe Zone 1 Standard
(5-10 working Days)
|Europe DHL Express
(1-3 working Days)
|Rest of World DHL Express
(4-7 working days)
Minimum spends: US $50, CA $150, AU A$100
You have 14 days from the date of delivery receipt to return any unused items and receive a refund from jaki.co.uk. Please note that we do not currently offer exchanges. Returns for online purchases will not be accepted in our physical JAKI stores.
Items must include all original tags and be in the same pristine, sellable condition that they were received. They must also be in their original packaging (garment bag for clothing, box for shoes etc).
We cannot accept returns that are found to have make-up/sweat stains, are washed or have any noticeable smells or marks (including smells of pets), evidence of outdoor wear, or unhygienic to resell. These garments will not be accepted and will be sent back at the expense of the customer.
SALE items are FINAL SALE and are NOT eligible for returns. This does not affect your statutory rights.
HOW TO RETURN (Scroll down to view options)
You can either arrange your own return (scroll down for the address) or use our pre-paid returns service (£3 fee for each label used). Please note we do not offer free returns, and we do not accept returns in store.
Please send your return back in the original postage bag/box provided. If this is not possible, please use an alternative postage bag or box.
OPTION 1: ARRANGING YOUR OWN RETURN
If you have chosen to arrange your own return, you will be responsible for paying for your own shipping costs for returning your item.
Please post the item(s) you wish to return to the following address:
Unit 2, Tealedown Works
• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.
• When we receive your return we will process a refund for the item(s) returned within 14 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
We do not accept returns in store due to sanitisation procedures that must be followed.
INTERNATIONAL CUSTOMERS: When using Option 1, please do not return goods as a 'Gift' as your return will likely accrue customs charges which we will will not be liable for and your return will not reach us.
Our prepaid DHL returns service for international returns comes at a flat cost of $30.00 (USA), $50CAD (Canada), A$60 AUD (Australia) €30.00 (Europe) or the equivalent of £30.00 which will be deducted from your refund. Please note that original postage costs are non-refundable as well.
Please use our dedicated DHL returns portal here: JAKI DHL Returns Portal.
If you can't access the portal, please email firstname.lastname@example.org if you would like to proceed with this option with the subject line: 'DHL Prepaid Returns Request' and please state your order number and the items which you are returning.
OPTION 2: PREPAID ROYAL MAIL TRACKED RETURNS (UK ONLY)
This option is only available for customers in the United Kingdom. International customers- please see email email@example.com and request a DHL prepaid returns label. Thank you.
Please note that we will deduct £3.00 from your return for using the Royal Mail service provided. This charge goes towards the cost of Tracked 48 Royal Mail postage fees. You are not obliged to use this service.
We do not offer free returns and your refund will not include the cost of the original postage and packaging.
You can generate your prepaid label at: https://www.royalmail.com/track-my-return/create/4102
Please read the guidance above to ensure you
A form will appear which you must fill out.
Scroll down Royal Mail page and select "Box/ bag."
Click "Create your label for JAKI".
Take your parcel to your nearest Royal Mail Post Office where
Once your return has reached our premises it can
The return will be successful provided the goods are in the unused condition that it was in when the order was received.
We do not accept returns in store due to sanitisation procedures that must be followed.
• Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
• Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.
• Note down the tracking number and please track it to confirm it’s been delivered back to us. The return is your responsibility until it reaches us.
• Please note that if you opt for a Royal Mail home collection there may be an additional small fee to pay Royal Mail directly. Once you have generated your Returns label you can access their collection service here.
Once your return has reached our premises it can take up to 14 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund once it has been processed.
If your return is approved, you will receive the amount via the original payment method within 14 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.
In the unfortunate case that you have received a faulty item a please contact us at firstname.lastname@example.org for how to proceed, including your order number and faulty item in the subject line (e.g. Order #1234, Faulty item) and please include a picture of the fault to speed up the process. We'll do our best to make it right!
Our customer service team aim to respond to emails within 48 hours.
Please note that you will be asked to provide evidence that your item was faulty upon receipt. Please refer to the conditions of return stated above.
Additionally, minor imperfections such as loose threads are not considered as a fault as the goods are still considered as fit for purpose.
In store Exchanges/ Returns
Online orders cannot be returned or exchanged in store. This is due to sanitisation procedures that must be followed.
Late or missing refunds (if applicable)
If the stated 14 working days to process your return has passed, and you haven’t received a "Return accepted" email, here are the actions to take:
1. Check your returns tracking number or proof of postage receipt to check when/if we have received it.
2. Check your spam/junk email inbox and your bank account.
3. Email us: email@example.com stating your order number in the subject line. Please explain that you have not received a refund yet.
If you have received a "Return accepted" email and have still not received your funds after 14 working days, we advise you to contact your bank. There is often some processing time before a refund appears in your account and it differs depending on the financial provider, thus they should be able to give you a more accurate update.
If you’ve done all of this and you still have not received your refund, please contact us at: firstname.lastname@example.org
We do not offer exchanges for items posted back to us.
Additional non-returnable items:
Downloadable software products
Health and personal care items (including Face Masks).
Items that would be considered unhygienic to re-sell such as bodysuits, socks, and underwear.
Additional notes to consider
The goods are your responsibility until they reach us so please ensure that they are securely packaged and sealed, and if applicable please ensure that you keep any receipts from your chosen tracked delivery service. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
Even if you have decided to return your entire order, please do not return any promotional items included in the package, such as discount flyers or consumable samples.
Please do not send your purchase back to the manufacturer.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Shipping costs are non-refundable unless the return is for a faulty item.
If we receive a return and it does not comply with our terms and conditions, we cannot offer a refund. This does not affect your statutory rights.
Further information can be found at https://www.jaki.co.uk/pages/shipping-and-returns