Refund policy

Return & Refund Policy

At Jake and Julia, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy outlined below.

30-Day Returns

We offer a 30-day return period from the date your order is delivered.

To be eligible for a return, your item must:

Be unused and in its original condition.
Be returned with all original packaging, tags and accessories where applicable.
Be accompanied by proof of purchase or your order number.

How to Start a Return

To request a return, please contact our customer support team before sending your item back.

Email us at info@jakeandjulia.com with:

Your order number.
The reason for your return.
Photos of the item if it is damaged, faulty or incorrect.

Once your request has been reviewed, we will provide return instructions, including the appropriate return address where applicable.

Items returned without prior authorisation may not be accepted.

Return Shipping

Customers are responsible for the cost of returning items unless the product is faulty, damaged or an incorrect item was received.

We recommend using a tracked postal service, as Jake and Julia cannot be responsible for returns that are lost or damaged during transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, faulty or different from what you ordered, please contact us as soon as possible at info@jakeandjulia.com.

Where appropriate, we may request photographs to help us assess the issue and arrange a suitable resolution.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, your refund will be processed to your original payment method within 7 business days.

Please note that your bank or payment provider may require additional time to process and display the refund in your account.

Exchanges

If you would prefer to exchange an item rather than receive a refund, please let us know when contacting our customer support team.

Exchanges are subject to product availability.

Non-Returnable Items

Certain products cannot be returned unless they arrive damaged or faulty. These may include:

Personalised or made-to-order items.
Products that have been used or altered after delivery.
Items returned without their original packaging where this affects their resale condition.

Any exceptions will be clearly stated on the relevant product page where applicable.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been processed may be cancelled. Once an order has been dispatched, it must follow the standard returns procedure described in this policy.