Returns - EUUpdated a month ago
Right of Withdrawal for EU
What is the Right of Withdrawal?
For EU customers, you have the legal right to withdraw from your purchase within 14 days of receiving your shipment, no reasons needed.
How long do I have to withdraw my purchase?
- 14 days from delivery - you will need to contact our Customer Care Team telling us you want to withdraw
- You will then have an additional 14 days to return the item(s) back to us
How do I withdraw my purchase?
To exercise your right of withdrawal, simply submit a request via our returns portal (https://jadedldn.com/pages/returns-eu-en)
Please ensure to include your order number + what you’re sending back.
Will I receive a full refund?
Yes, you will receive a full refund for your returned goods if you cancel within the withdrawal period.
The standard delivery cost will also be refunded from your original order.
Always keep proof of return (receipt) or tracking details until your refund lands.
Please note:
Express or premium delivery upgrades are not refunded
Returning part of your order?
If you are only returning part of your order, delivery costs may not be refunded.
Who pays for return shipping?
You will usually need to pay the return fee to return your item(s). If your item is faulty/incorrect, we’ve got that covered.
Can you reduce my refund?
We may reduce your refund if your item has been worn or damaged beyond what is necessary to inspect it.
What items are not eligible for return?
The Right of Withdrawal does not apply to the following:
- Items that have been opened or worn where a hygiene sticker is attached (swimwear, underwear)
- Items returned in an unsellable condition (signs of visible wear or have been washed)
When will I receive my refund?
Once your return has been received and inspected by our team, your refund will be processed within 14 days.
Will this affect my other return rights?
No, your standard returns and faulty item rights still apply.
What happens if there’s an issue with my return?
We reserve the right to investigate your return if items appear missing or if your parcel arrives to us empty or damaged. In cases like this, we may request proof of postage and/or carry out carrier investigations.
RETURNS POLICY
We are happy to refund any items within 30 days of receipt. If 30 days have gone by since your delivery, unfortunately we cannot offer you a refund.
To be eligible for a return, your item must be unworn with the original tags attached, in the original packaging and all swimwear must be returned with the hygiene sticker attached. If our customer care team feel any of these points are not met, it is at their discretion on whether the item is suitable for return. Should a refund be refused, your item will be returned to you.
Items marked as non-refundable including but not limited to, beauty products, haircare or earrings cannot be returned once packaging has been opened due to hygiene reasons.
Gift cards are also not eligible for refunds.
We no longer offer exchanges. any returned items will be refunded instead.
RETURN INSTRUCTIONS
In order to process a return, you must complete our digital return form on our e-store under our returns tab or you can access it via this link - Returns Portal — European Union
Once your return has been approved, you will receive an email shortly after with return instructions. please follow these instructions carefully and process your return.
We have moved to paperless returns.
Returns are consolidated in country before being forwarded to our UK warehouse for processing.
CONCESSIONS AND THIRD PARTY RETAILERS
Items purchased from concessions or from third-party retailers must be returned to the store they were purchased from. We can only process returns on orders purchased directly from jadedldn.com.