You have14 daysfrom 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 purchaseswillnotbe accepted in our physical JAKI stores.
Items must include all original tags and be in the same pristine, sellable condition that they were received. Theymust also be in their original packaging (garment bag for clothing, box for shoes etc).
We cannot accept returns thatare found to have make-up/sweat stains, are washed or have any noticeable smells or marks (including smells of pets), evidence of outdoor wear, orunhygienic 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:
JAKI Returns
Unit 2, Tealedown Works
Bounds Green
London
N11 2LX
• 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 viathe 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 donotaccept returns in store due to sanitisation procedures that must be followed.
INTERNATIONAL CUSTOMERS:When using Option 1, please donotreturn goods as a 'Gift' as your return will likely accrue customs charges which we will will not be liable for and yourreturnwill 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 £30.00which 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 emailinfo@jaki.co.ukif 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 info@jaki.co.uk and request a DHL prepaid returns label. Thank you.
Please note that we willdeduct £3.00 from your returnfor 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
Step 1 | Please read the guidance aboveto ensure you |
Step 2 | A form will appear which you must fill out. |
Step 3 | Scroll down Royal Mail page and select "Box/ bag." |
Step 4 | Click "Create your label for JAKI". |
Step 5 | Take your parcel to your nearest Royal Mail Post Office where |
| Step 6 | 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 donotaccept returns in store due to sanitisation procedures that must be followed.
Additional guidance:
• Please attach your returnslabel 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 yourreturn 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 returnis 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 servicehere.
Refunds
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 viathe original payment method within 14 days after we notify you, depending on your bank. Refund times are dictatedby your card issuer and are outside of our control.
Faulty items
In the unfortunate case that you have received a faulty item a please contact us atinfo@jaki.co.ukfor 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.
You must report any faulty or damaged goods to us within 14 days of when thegoodsweredelivered.
In storeExchanges/ Returns
Online orderscannotbe returned or exchangedin store. This is due to sanitisation procedures that must be followed.
Late or missing refunds (if applicable)
If thestated 14 working daysto 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:info@jaki.co.ukstating yourorder numberin 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 refundappears 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:info@jaki.co.uk
We donotoffer exchanges for items posted back to us.
Additional non-returnable items:
Gift cards
Downloadable software products
Health and personal care items (including Face Masks).
Shipping Protection
Itemsthatwould be consideredunhygienicto 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 returnany 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 returnis fora 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 athttps://www.jaki.co.uk/pages/shipping-and-returns
