Returns

CAN I EXCHANGE AN ITEM ORDERED ONLINE?

Unfortunately, we are unable to process exchanges. You can return your item to us for a full refund or credit note and place a new order to receive the item of your choice. Please return your item(s) to us following the method below:

• Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
• Return the package and obtain proof of postage. Keep your certificate of postage safe as you will need this as your proof of return.

WHAT IS YOUR RETURNS POLICY FOR ONLINE ORDERS?

• Items must be returned within 14 days of the date the parcel has been received by the customer.
• If your parcel is returned outside of the returns cut off period we will unfortunately be unable to process your refund. In this case if you would like your item back you will be responsible for the cost of returning the parcel back to yourself.
• items that have been ordered for ’collect in store’ must be returned within 14 days from the date you have received the confirmation that your item is ready for collection, not when it is actually collected.
• Items must be unworn and unwashed.
• Shoes must be tried on indoors.
• Items must have all tags attached.
• Items must not have any strong odours like cigarette smoke, cooking smells, perfume etc.

HOW DO I RETURN MY ONLINE ORDERED ITEM(S)

• Re-Pack the item with the original labels and tags still attached.
• Return address is :- Jane's Boutique. Building 5 Roberts Dane. Hastingleigh. Ashford. Kent. TN25 5HE Please put a note in the parcel with your name, order number and date of purchase.
• Return the packing and obtain a proof of postage. Keep your certificate of postage safe as you will need this as your proof of postage.

We're sorry, but we are unable to offer free returns for customers, returns must be made at your own cost. Where an item is incorrect or faulty, your return postage costs will be reimbursed up to the value of £5.

*Please note, that due to hygiene reasons, earrings are excluded from our returns policy. As such we are unable to offer refund or exchange on these items.

*Please note, refunds or exchanges will not be given on items deemed unfit for resale, reasons may include;

• makeup marks
• perfume smell
• tan marks
• alterations
• strong odours i.e. cigarette smoke, cooking smells etc.
• deliberate damage

 

 

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We try our best to ensure you get the correct item in perfect condition but mistakes do happen from time to time. Please send us an e-mail, call us or Facebook message with your order number, the name/product code of the item you were supposed to receive and further details of the problem. Please return the item to us by following the procedure stated in the 'How do I return an item?' and we'll do our absolute best to get this for you. Please contact us as soon as you notice a fault so we can advise how to correct it.

For items that are faulty, the returns postage cost will be reimbursed. This is to a maximum value of £5.00.

If faulty items are sent back with unwanted items we are unable to refund postage for them.

 

WHAT IF MY ITEM DEVELOPS A FAULT AFTER THE 14 DAY RETURN PERIOD?

Please contact us by Facebook message or by email info@janesboutique.co.uk to let us know there may be a problem. We will usually ask for a photo and an explanation of the problem. If we agree that the fault lies with manufacture quality of the item we will then ask for the item to be sent back and we will issue a full refund. A fair wear and tear policy applies. We will not accept any returns if we believe the item has been deliberately damaged in any way or not washed in accordance with the manufacturers instructions. Your statutory rights are not affected.

FAIR RETURNS POLICY

Here at Jane's Boutique, we understand that the occasional item might not fit or not be exactly as you expected. On these occasions we are more than happy to accept the item(s) back for a refund or replacement. Every item is tried on by our models so we can judge the sizing. We also state the size of the item and the models on the product page. We do however have a fair returns policy in place which means we monitor the percentage of items each customer orders that are returned. If we feel that an unusually large percentage of items are returned over a period of time we may restrict your account and in extreme cases close the account altogether. Should we decide to implement these restrictions, we will contact you prior to restriction.

RETURNS WITH DISCOUNTED OFFERS

Returns are part of offers i.e. 2 items for £25. If 1 of the items is returned from the offer then any discounts for the returned item are removed. E.g. If 1 item is £20 and 1 item is £10 and the 2 items are 2 for £25, the return value of the £10 item would only be £5 instead of £10 as a discount of £5 had already been applied. If the £20 item was returned and the £10 was kept then the refund would be £15 because the £5 discount had already been applied.

 

RETURNS FROM FREE DELIVERY OFFERS

At present we offer free delivery for all orders of £75 and over. If items are returned from that order which leaves the original order under £75, we reserve the right to refund minus our usual delivery charge currently £1.99. This does not apply to damaged items.

CHRISTMAS RETURNS - EXTENDED

• Purchases made from 30th November – 24th December are exempt from the 14 day cut off return policy. Purchases made during this period are entitled to an extended return by date. All returns must be received by 13th January at the latest. Purchases made after the 24th December do not qualify for the extended return period.
• If your parcel is returned outside of the returns cut off period we will unfortunately be unable to process your refund. In this case if you would like your item back you will be responsible for the cost of returning the parcel back to yourself. Returns or refunds will be refused for the following
• makeup marks
• perfume smell
• tan marks
• alterations
• strong odours i.e. cigarette smoke, cooking smells etc.
• deliberate damage
• item(s) must be in the same condition they were sent out with all tags attached.