Return Policy

At James & Emma London, we do our best to keep every customer satisfied. However, if you are not completely happy with your purchase, you may be eligible to return your item under the conditions set out below. Please read this policy carefully before placing an order.

1. Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • You may only request a return after you have physically received the item.

  • All return shipping costs are the full responsibility of the customer, including any international shipping fees and customs charges.

  • Items must be unused, unwashed, undamaged and in their original condition, with all original tags and labels still attached.

  • Trying on items is allowed, but wearing them (e.g. for a day out, an event or regular use) is not permitted.

  • Items must be sent back in their original packaging where reasonably possible.

  • We reserve the right to refuse returns in cases of excessive or abusive return behaviour, such as repeatedly ordering many sizes with the clear intention of returning most of them.

If an item does not meet these conditions when it arrives at our return address, James & Emma London reserves the right to decline the refund.

2. Return Process

To return an item, please follow these steps:

  1. Register your return by contacting us at info@jamesemmalondon.co.uk within 14 days of receiving your item.

  2. Once your return request is approved, we will provide you with the return address of our supplier (located in China).

  3. You must ship the item back at your own expense, including any international postage, customs duties or handling fees.

  4. We strongly recommend using a track & trace shipping method so you can prove the parcel has been sent and delivered.

  5. Keep your proof of shipment and tracking information until your return has been fully processed and refunded.

Returns that are sent without prior notification or approval may experience delays in processing.

3. Refunds

Once the returned item has:

  • Arrived at the designated return address, and

  • Been inspected and approved as being in acceptable condition (unused, undamaged, with tags attached),

we will process your refund.

  • Refunds are issued within 14 days after approval of the returned item.

  • Refunds will be made via the original payment method used at checkout.

  • Any shipping fees paid on the original order (if applicable) are generally non-refundable, unless otherwise required by local consumer law.

Please note:
If the item is returned in a condition that does not comply with our return requirements, we may refuse the refund or issue a partial refund, depending on the state of the product.

4. Liability & Address Information

  • We are not responsible for lost return parcels if the tracking information shows that the parcel has been delivered to the return address provided.

  • If a customer provides an incorrect or incomplete delivery address when placing the order, James & Emma London cannot be held liable for non-delivery or lost parcels.

  • Any errors in the delivery address must be reported to us within 24 hours of placing the order by contacting info@jamesemmalondon.co.uk. We cannot guarantee changes after this period, as the order may already be processed by our supplier.

5. Contact

For any questions about returns, conditions, or your specific order, please contact us at:

Email: info@jamesemmalondon.co.uk

We are happy to help and will do our best to respond as quickly as possible.