Refund & Return Policy

Last updated: 19 October 2026

At Jaded, we want you to feel confident when shopping with us. If you are not fully satisfied with your order, we offer a clear and fair return process, with options for a refund, exchange, store credit or replacement depending on your situation.

1. 30-day return policy

You have 30 days after receiving your order to request a return.

To be eligible, the item must be unused, unworn and in the same condition as received, with all original packaging and included parts. Please have your order number or proof of purchase ready.

To start a return, email jaded-uk@outlook.com. We will send you the return instructions and the correct return address. Please do not send your order back without contacting us first. Returns sent without approval may not be accepted or processed.

You pay the cost of returning the item, unless it was received damaged, defective, incomplete or incorrect. We do not charge restocking fees.

2. How to start a return

1. Email jaded-uk@outlook.com with the subject “Return”.
2. Include your order number and the reason for your return.
3. Wait for our confirmation and return instructions.
4. Send the item back as instructed, in its original packaging.

Once we receive and inspect your return, we will process the approved refund, exchange, store credit or replacement. Returns may need to be sent to one of our fulfilment centres, so always use the return address we give you, not the sender address on your parcel.

3. Our returns process

We want to resolve every order issue quickly, so before you return an item we may first offer you a replacement, an exchange, or a partial refund so you can keep the item. If you'd still prefer to send it back, you can return your order within 30 days as described above.

Nothing in this policy limits your statutory rights under UK consumer law.

4. Damaged, defective, incomplete or incorrect items

Please inspect your order as soon as you receive it. If your item is damaged, defective or incomplete, or you received the wrong item, email jaded-uk@outlook.com. We ask that you tell us within 7 days of delivery. This is a request, not a deadline for your legal rights, including your right to reject faulty goods under the Consumer Rights Act 2015.

To help us resolve the issue quickly, we may ask for clear photos of the item, the packaging and the shipping label, or an unboxing video.

For confirmed cases we will send a replacement or reshipment at no cost to you. If a replacement is not possible, we will offer a refund or store credit instead.

5. Exchanges

We accept exchanges for another size, or another product of the same or lower value, subject to availability. Email us with your order number and the item you would like instead. A shipping fee may apply to exchanges that are not caused by a damaged, defective, incomplete or incorrect item.

6. Refunds

Once we have received and inspected your return, we will email you to confirm whether your refund is approved. Approved refunds go to your original payment method within 5 business days after confirmation. Your bank or payment provider may need extra time to show it on your account.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact us.

Original shipping costs are not refunded, except where the item was damaged, defective, incomplete or incorrect, or where the law requires it.

7. Personalised products

Personalised or made-to-order products (names, initials, engravings or other personal details) cannot be returned or refunded unless they are defective, damaged or incorrectly made or delivered. Please check all personalisation details carefully before ordering.

8. Sale items

Sale items follow the same policy as full-price items. Items clearly marked Final Sale are not eligible for our 30-day change-of-mind return, but your legal rights (including your rights for faulty goods) still apply.

9. Promotional orders (Buy 1 Get 1 Free, Buy 2 Get 2 Free)

A promotional discount applies to the order as a whole. You cannot return a single item from a promotional order and keep the full promotional price on the rest. You can return the whole order, or exchange items for products of the same or lower value, subject to availability. If you return only part of a promotional order, the promotional discount may be adjusted in your refund. Faulty items are handled under section 4.

10. Cancellations and address changes

Orders are processed through an automated fulfilment system. If you want to cancel your order or change your shipping address, email us as soon as possible with your order number. If your order has not been fulfilled yet, we can cancel it or update the address. Once processing or shipping has started, we cannot guarantee a change. If we cannot cancel, you can return the order after delivery under this policy.

11. Address accuracy

You are responsible for giving a complete and accurate shipping address at checkout. We are not responsible for delivery problems caused by an incorrect or incomplete address, missing apartment numbers, wrong postcodes, refused deliveries, uncollected parcels or address changes requested after shipment.

12. Parcels returned to sender

If a parcel is returned to us because of an incorrect address, failed delivery attempts, refusal or non-collection, the original shipping costs are not refunded. Once the parcel is back and reviewed, we may offer: reshipment (a new shipping fee may apply), store credit, or a refund of the product value excluding shipping costs where applicable.

13. Lost or missing parcels

If tracking shows your order as delivered but you cannot find it, please first check around your delivery address, with neighbours and with building reception or the mailroom. If it is still missing, contact the courier for a trace and proof of delivery, then email us within 7 days of the marked delivery date with your order number and any supporting information. We review each case individually. Where the carrier has confirmed delivery to the address given at checkout, we may not be responsible for loss after delivery, subject to your legal rights.

14. Delivery times

Delivery estimates are estimates, not guaranteed dates. Carrier delays, customs checks, weather, peak periods and public holidays can affect delivery, and a parcel that is still in transit does not by itself entitle you to cancel, a refund or a chargeback. If your order has not arrived within 30 days of purchase, you may be entitled to cancel it and receive a refund.

15. One resolution per order issue

To keep our process fair and consistent, we provide one agreed resolution per confirmed order issue (a refund, replacement, exchange, store credit, reshipment or other solution). Once a resolution has been processed and confirmed, no further compensation will be given for the same issue, except where the law requires it.

16. Disputes

Before starting a chargeback or payment dispute with your bank or payment provider, please contact us at jaded-uk@outlook.com so we can resolve the issue first. If a dispute is opened, we may give the payment provider relevant records, including order details, tracking and delivery confirmation, customer communications, return records, product information and checkout records.

Contact

jaded-uk@outlook.com. We respond to all emails within 24 hours on weekdays.