SHIPPING

UK orders are processed by Royal Mail and we aim to dispatch all items within 2-3 days of placing the order but cannot accept liability for goods that are late due to unforeseen circumstances, such as the weather or remote locations.  Please note a signature will be required on delivery.

 

We are not liable for any duty charges or custom charges which may be incurred if you order from outside of the UK.

We are not liable for missing/lost items which have been signed for.

 

RETURNS/ EXCHANGES

We hope you are satisfied and happy with your beautiful pyjamas, but if you are not, they can be returned.  We can refund or exchange them as long as the following rules have been observed. Sale items can not be returned nor personalised monogrammed items.

 

1. You have emailed us at hello@jemmalondon.com to receive authorisation for the return within 14 days of receipt of goods. Please quote the order number when returning the items and a letter stating the reason for the return.

2. Goods must be returned to us within 14 days of receipt.

3. Goods should be returned unworn and packaged securely as per the original order, including the box, with all swing tags in place.

4. Please obtain a proof of postage from the Post Office when returning your items

5. You should include the original delivery note in order for us to process the return quickly and efficiently.

 

Return postage will not be refunded unless the item is deemed faulty by ourselves and shipping costs/duties and taxes incurred will not be refunded.

 

Please send returns to

Jemma London, The Old Rectory, Stratfield Saye Park, Stratfield Saye, Nr. Reading RG7 2DB

We reserve the right to change this Returns Policy at any time.

 

 

EXCHANGE

We will exchange items that are returned to us within 14 days of receipt. If we are unable to provide an exchange due to stock unavailability, we will offer a credit.

If exchange is available the new item will be shipped to you after the returned item has been received by us and checked.

 

REFUND

If you would like to receive a refund for returned items, the items need to be returned and reach us within 14 days of receipt. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded. 

 

FAULTY GOODS

Returns of faulty items will only be accepted if the goods were faulty when delivered. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting hello@jemmalondon.com about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.

 

SALE ITEMS

Please note that all sales of sale items are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out above will not apply.

 

BESPOKE EMBROIDERED AND MONGRAMMED ITEMS

Please note that we are not able to refund or exchange personalised items.