RETURNS AND REFUNDS

JACOBLEE.LONDON aims to guarantee your full satisfaction. If for any reason you are not satisfied with your order, you may exercise your right to return purchased item(s) within 14 days of delivery.

 

 GENERAL INFORMATION

• UK Orders

You are welcome to return any item(s) using our free returns service, provided you return them within 14 days of delivery supplied with a free returns label.

• EU Orders
You are welcome to return any item(s) using our free returns service, provided you return them within 14 days of delivery, but must obtain return authorisation (RMA). 

• International Orders
If you wish to return any item(s) from your order you must obtain return authorisation (RMA) within 14 days of delivery.

Items must be returned in their original condition with all garment tags attached in the original packaging provided. This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that have been worn, used, altered or damaged will not be accepted and may be sent back to you and/or a refund refused.

Where provided, belts, any other accessories and any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return. 

Item(s) must be returned from the original shipping country with the original returns form. Please note that we may not refund item(s) that are sent without any return paperwork.

Please note items received outside of the specified returns period will not be accepted.

If you return an item that is faulty, the shipping costs will be refunded.

We do not take responsibility for damage that occurs during the return process; please ensure that the goods are well protected when returned to us.

Our Customer Service is always available to answer any question regarding your orders, returns or refunds. Send us an email with your doubts and questions: we will be happy to assist you.

 

1. HOW TO RETURN YOUR PRODUCT

UK Returns

  • Attach the pre-paid returns label provided to the outside of the box.

You may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse/return address. We ask that you keep in mind that choosing an alternative courier can slow down the return process and the resulting refund. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss, or damage for any item(s) you have chosen to send.

 Return item(s) to:

JACOB LEE London Ltd
85 Great Portland Street
First Floor
London
W1W 7LT
United Kingdom

JACOBLEE.LONDON is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number. In addition, if you decide to use a different courier, you will have to pay for the cost of return shipping upfront.

Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive an email notification of the status of your refund once processed.

We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.

 

EU and International Returns

  • Request an RMA (return merchandise authorization) by logging into the Returns Portal  or contact us on +44 (0) 20 3137 6873 or customerservices@jacoblee.london.
  • We will then contact you within a reasonable time to confirm whether your return has been authorised. If your return request has been authorised, we will email you return instructions, a pre-paid returns label and RMA number which you must include in the return package.
  • Enclose the item(s) you wish to return in the original box.
  • Print and attach the pre-paid returns label to the outside of the box.
  • For returns from non-EU countries: You will then need to complete the Returns Proforma Invoice that was received with your order, with all the relevant details and the RMA. This will need to be included in your return to process the refund promptly. If you have lost the Return Proforma Invoice, you may download it by clicking here. Complete 4 copies of the return form: 1 copy must be placed inside the package and the other 3 handed to the courier.
  • Go to www.dhl.com and choose your country from the "Choose your location" pull down menu.
  • Find your local DHL Service Point for parcel drop off or Contact DHL to arrange a pick up.

When you request return authorisation, the cost of the return will be shown in the Returns Portal and deducted from the refund amount if applicable.

You may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse/return address. We ask that you keep in mind that choosing an alternative courier can slow down the return process and the resulting refund. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss, or damage for any item(s) you have chosen to send.

Return item(s) to:

JACOB LEE London Ltd
85 Great Portland Street
First Floor
London
W1W 7LT
United Kingdom

JACOBLEE.LONDON is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number. In addition, if you decide to use a different courier, you will have to pay for the cost of return shipping upfront.

Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive an email notification of the status of your refund once processed.

If you have paid import charges in connection with your order (either pre-paid at checkout or paid upon receipt of the order directly to the applicable authority), you acknowledge that (a) you must seek reimbursement directly from the applicable authority in your country, (b) it will be your sole responsibility to claim such import charges back from the applicable authority in your country, and (c) We cannot guarantee that such claim will be successful. If you have pre-paid import charges through at checkout, upon your written request we may exert appropriate efforts to assist you in obtaining reimbursement of such import charges.

We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.

 

2. REFUNDS

After we received the returned item(s) and checked that all the requirements have been met, you will receive an email confirming acceptance and we will refund you the price of the item(s) purchased. You will be notified if the returned products cannot be accepted due to failure to comply with the conditions set out above. In this case, you may choose to have the products returned to you at your own expense. If you refuse this delivery, we reserve the right to retain the products and the amount paid for your purchase of the products.

Refunds will be credited to your original method of payment. Original shipping charges, duties, taxes or tariffs will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. Once your order has been receipted and inspected please allow 5-14 working days for a refund to be credited back to your payment method.

The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:

The refund method will follow the payment method:

• CREDIT CARD PAYMENT: The refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank. 

• PAYPAL PAYMENT: The refund will be visible on your PayPal account within 14 days of receiving the email confirming the refund. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.

• WIRE TRANSFER: …..

• For orders cancelled prior to shipment, the refund will be made within 3 working days of the acceptance of the request.

Any delivery costs paid in connection with the order are non-reimbursable or refundable. Moreover, any return delivery and clearance costs incurred by you when returning products are non-reimbursable or refundable. If your order has been shipped outside of the EU, the taxes and customs duty cannot be refunded by us, you can contact your local Customs Office; they might help you recover those costs.

 

3. FAULTY ITEMS

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered. We would encourage you to report any faults within 24 hours of delivery (please note, if you do not report the fault within this time frame your legal rights set out below will remain unaffected).

 

4. CANCELING YOUR ORDER

If you are based in the EU, you have the right to cancel your order with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order.

To exercise the right to cancel, please inform us by email to: customerservices@jacoblee.london 

On receipt of your notice of order cancellation, client services will contact you with return instructions. Please complete the returns form that you received with your order, and include it with your return so we can process your refund promptly.

Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse/return address. We also recommend that you use a secure, trackable means to return your order to us at JACOB LEE London Ltd, 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom and you retain proof of sending, in case of a dispute.

All items must be returned unused, in their original condition and from the country that the order was delivered to.

We will refund the full value of your order, including standard shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

For assistance please contact us on +44 (0) 20 3137 6873 or customerservices@jacoblee.london