Return your UK online order by mail and print your prepaid return label using our interactive return tool. You will need your order number and shipping postcode.

Click here to start a return: Start Return

Returns Policy Overview

We want you to love your purchase. If something is not quite right, our returns policy is designed to be fair, simple, and supportive for gifting and growing children. This policy does not affect your statutory rights under UK consumer law.

In-Store Returns

Unworn, unwashed, unused items purchased in-store may be returned within 30 days of purchase. Items must be in resalable condition with original tags attached. A valid receipt, gift receipt, or online label is required. Refunds may only be issued via the original payment method used at the time of purchase. Returns without proof of purchase may be offered an exchange or a gift card at the current selling price of the returned item(s).

Online Cancellation & Return Process

For items ordered online via the Janie and Jack website, customers may request a return within 14 days after the date of delivery of their order via the returns portal on the Janie and Jack website or by contacting our Customer Service team using the contact details provided below. For further information regarding returning orders online, please refer to the return instructions included in your online order.

Once customers have notified our Customer Service team of their return request, we will email you with instructions and shipping information for returning your item(s). Customers must return the items within 14 days of notifying us of the return. All returned items must be unworn, unused, and returned with original tags attached. Customers may inspect items as they would in a physical store.

Online returns must be directed to a designated warehouse or other return location notified to you by our Customer Service team. Do not return online orders to a store unless you have been specifically advised to do so by Customer Service.

Refunds

All refunds for items returned in-store or online will be issued to the original payment method within 14 days of receipt of the item(s) back to our store or warehouse.

For online orders, original standard delivery charges will be refunded to customers at the same time as the cost of the returned item(s). Any additional charges paid by customers for express or premium delivery services are non-refundable.

Return Postage & Shipping Costs

For online change-of-mind returns, the customer is responsible for return postage costs.

Where a customer receives an item which is faulty, damaged or incorrect, we will arrange for all reasonable return postage costs to be refunded at the same time as the refund costs of returned item(s).

Any additional charges paid by the customer for express or premium delivery services are non-refundable.

Exchanges

All exchange requests are subject to availability.

Items purchased in-store may be exchanged for an alternative size or color in any of our stores.

Online purchases may be returned for a refund and/or reordered if the product being returned is unworn, unwashed, unused.

Gifts

Looking to return a gift? Please email our customer service team at uk_customer_service@janieandjack.com for assistance! Gift returns are accepted with a valid gift receipt, and the purchase price of the returned item(s) will be issued to the customer via a gift card. Gift recipients are entitled to the same return periods as the original purchaser, as referenced above.

Non-Returnable Items

For hygiene and custom reasons, underwear or swimwear where hygiene seals are removed cannot be returned unless they are faulty.

Faulty or Misdescribed Items

If a customer purchases an item which is faulty, damaged or incorrect, please notify our Customer Service team using the contact details provided below and return the items to us within 30 days of purchase for a full refund.

After 30 days and up to six months from the date of purchase, customers may be entitled to a replacement or refund. Faults identified within the first six months are presumed to have been present at delivery unless proven otherwise. These rights apply equally to sale items.

Reasonable return postage costs will be refunded for confirmed faulty items.

Sale Items

Sale items purchased in-store may be returned within 14 days provided return conditions are met.

Our standard returns policy applies in respect of sale items which are purchased online or are faulty.

Refund Adjustments

All returned items will be inspected by our team and refunds issued to customers may be reduced if returned items show signs of use beyond what is necessary to inspect them.

If you purchase an item(s) within 7 days of your purchase, the customer can request a refund for the difference.

Gift Cards

Gift cards may be redeemed in UK stores and online where applicable. Gift cards do not expire and are non-refundable.

Contact

For cancellations, returns, or further assistance, please contact our team:
Janie and Jack Customer Service Team:

• Email: uk_customer_service@janieandjack.com