Refund Policy
RETURNS AT A GLANCE
You have 30 days from the day your order is delivered to tell us you would like to return it. Once we approve your request, you have a further 7 days to send the item back.
We will give you the correct return address once your return is approved.
WHAT WE CAN ACCEPT
To be accepted, a returned item must be:
- Unworn, unwashed and undamaged, with all tags still attached
- In its original packaging, with any accessories included
- Free from smoke, perfume, make-up or pet hair
For hygiene reasons we cannot accept pierced earrings or body jewellery, underwear, swimwear or bodysuits where the hygiene seal or liner has been removed, or hair accessories that have been worn.
Every return is inspected on arrival. Where an item comes back worn, altered or damaged, we may reduce your refund to reflect the loss in value, or send the item back to you at your cost.
HOW TO START A RETURN
Email info@jamesivy-london.com within 30 days of delivery with:
- Your order number
- The item you wish to return
- The reason for the return, and a clear photo of the item
The photo is required for every return. We cannot approve a request without one.
We reply within 24 hours with your approval and the return address.
Do not send anything back before you have that address. Parcels sent to the address on your original packaging, or returned without approval, cannot be matched to your order and cannot be refunded.
RETURN POSTAGE
Return postage is paid by the customer for every return that is not our error, including change of mind, fit and colour preference. This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, under which the cost of returning goods falls to the consumer where the retailer has stated this before purchase. Any customs or handling charges raised on a returned parcel are also the customer's responsibility.
Returns must be sent tracked, and you should keep your proof of postage. Until a parcel reaches us it remains your responsibility, and an untracked return that does not arrive cannot be refunded.
DAMAGED IN TRANSIT OR THE WRONG ITEM
If your parcel arrives damaged, or the item inside is not what you ordered, email us within 48 hours of delivery with your order number and photos of the item and the packaging it arrived in. We need that window because damage in transit can only be checked against the condition of the parcel.
Where the fault is ours you pay nothing, and you choose either a free replacement, sent at our cost, or a full refund including any postage you paid.
FAULTY ITEMS
If a fault appears in normal use, email us within 30 days of delivery with your order number and photos showing the fault. We assess every claim ourselves and reply within 24 hours with the outcome, which may be a replacement, a part refund or a full refund, in line with the Consumer Rights Act 2015. Where a full refund is agreed, the item is returned to us first and we cover the postage.
Minor variation in trims, loose threads and creasing from packing are part of how a garment is made and are not faults.
SIZING, COLOUR AND MEASUREMENTS
Where a size guide is shown on the product page, please use it, as our fit runs closer to the measurements listed than to standard UK sizing. If a guide is not shown and you are unsure, email us before ordering and we will check the measurements for you.
Garments are measured by hand, so a difference of 1 to 3 cm is normal and is not a fault. Colours can also appear slightly different between screens and in daylight, and this is not a fault either.
If the size is wrong, ask us about a size swap before you start a return. Where we agree a swap, we send you the correct size and you pay a fee towards the postage only, and you do not need to send the original back. For most customers this works out cheaper and faster than returning.
We offer one swap per order, requested within 30 days of delivery.
DELIVERY, ADDRESSES AND MISSING PARCELS
Orders are dispatched to the address entered at checkout, and that address cannot be changed once the order has been processed. Please check it carefully before you order.
Where an address is incomplete or incorrect and the parcel is returned to us, delivered elsewhere or lost as a result, we are not able to refund the order, and any re-delivery is at your cost.
Tracking is our record of delivery. Where tracking shows a parcel as delivered, including to a safe place, a neighbour or a collection point recorded by the carrier, the order is treated as fulfilled.
Parcels that are refused on delivery, or not collected from a depot or locker within the carrier's holding period, come back to us and are handled as a return at your cost.
If tracking has not updated for 10 days, email us and we will open an investigation with the carrier. Investigations take up to 14 days and we cannot refund or resend an order before one has closed. Claims raised more than 30 days after the last tracking update can no longer be investigated by the carrier and cannot be refunded.
CANCELLING AN ORDER
Orders pass to our warehouse automatically and are usually picked within the hour. If you need to cancel, email us immediately and we will stop the order if it has not yet been processed. We cannot guarantee this.
Once an order has been dispatched it cannot be recalled, redirected or cancelled in transit. If you no longer want it, wait for it to arrive and then follow the return steps above, at your own cost.
REFUNDS
Refunds are issued after your return has arrived and passed inspection. Where you have cancelled under your statutory right, we refund within 14 days of receiving your parcel, or of receiving your proof of postage, whichever is sooner, to the original payment method. Your bank may take a further 5 to 10 working days to show it.
We refund the price paid for the item. Original postage is refunded only where the item was faulty, damaged or incorrect.
YOUR RIGHTS UNDER UK LAW
This policy is written in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and sets out how those rights apply to orders placed with us.
Under those Regulations you may cancel an online order within 14 days of delivery. Where you cancel inside the statutory 14 days, the Regulations allow you 14 days to return the goods; where you return under our extended 30-day window, the item must be posted back within 7 days of approval. The cost of that return is yours to pay, as stated above and made clear to you before you order.
You are expected to handle the goods only as you would in a shop. Where an item is returned showing use beyond that, we are entitled to deduct from your refund the amount by which its value has fallen.
CONTACT US
info@jamesivy-london.com - we reply within 24 hours, Monday to Friday.
📍 London, United Kingdom
Last updated 1 September 2026.