How do I return?
1. Go to My Orders. Click ‘Create Return’ on the order you want to return.
2. Select the items you’re returning and the reasons for return.
3. As of March 17th 2023 Returns are no longer free as we try to become more sustainable, we recommend using, royal mail, DPD or any trackable shipping service.
4. Place your return in a single parcel. You can use any packaging you like as long as it’s secure.
5. Ship with your chosen trackable courier
6. Hold tight! We expect to process your refund within 14 days of receiving your return. We will email you once your refund has been processed.
How long do you have to return?
You have 14 days from the date your order was delivered or available for collection to return it for a refund.
*All returns are subject to our original condition and fair use policies set out in our Returns Policy.
Have you received my item back?
If you're returning items from the UK, it can usually take up to 10 days (excluding bank holidays) from the day after the return date for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. Check out our 'Returns Policy' to find out more.
We'll send you an email as soon as we've completed your return.
How long does a refund take?
Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 14 working days depending on your payment provider.
If your returns haven't reached us after the returns timeframe, please get in touch and provide us with your proof of postage so we can help you further.
What is your returns Policy?
We're doing our best to be more sustainable and encourage smarter shopping, therefore from Friday 17th March 2023, we will no longer be offering free returns*.
We’re also going paperless! You’ll no longer receive a delivery note in your parcel, you can find all your order details in your account.
For hygiene reasons, we cannot offer refunds on fashion face masks or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.
We ask that all garments are returned to us in their original state and free from scents, fragrance or makeup, items will not be accepted if they are returned in any other condition than their original.
Please use a trackable service for your return and keep your proof of postage receipt until your refund is processed.
You’ve got 14 days to send something back to us from the day you receive it.
If you paid for your order with a gift card, store credit or voucher, a replacement to the value of the refund will be issued.
A typical refund will take up to 21 days; that's 14 days from you returning your order, us processing it, followed by 7 days for it to make its way through the banking system.
Please note that all in-store purchases must be returned to their original place of purchase.
Jayley, Unit 20, Newstead Industrial Estate, Stoke on Trent, ST4 8HX
*Please note that we do not accept in-store returns for items purchased online.
Want to exchange an item?
We’re no longer offering free exchanges to UK customers. All returned items will be refunded once they've been received by our warehouse.
Returning a faulty or incorrect item?
If you've received an item which isn't quite right please contact our customer care team at sales@jayley.com for more where they will be able to assist on any faulty items.
How can I Track my return?
If you’ve already sent your return back to us, you can track its progress using your tracking number.
Depending on which of our returns partners you sent your parcel with, visit their website and enter your tracking number.
I’ve paid with Klarna – How does return work?
• Returns are trackable.
• You have 28 days from the date you receive your order to return it for a refund*.
• It can take up to 10 days for your order to reach the warehouse and be processed
• Refunds can take up to 14 working days to show on your account.
• Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.
You have 30 days to pay your Klarna invoice.
Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep.
We'll send you an email as soon as we've completed your return. *All returns are subject to our original condition and fair use policies.
If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges. Click here to pay your Klarna invoice.
If you have any questions about extending your invoice, please contact Klarna Customer Service. JAYLEY aren't able to extend your invoice.
You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.
What should I do if my refund is incorrect?
We're really sorry if we've made a mistake with your refund!
If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.
Before you contact us, there are a couple of things that may affect the amount you have been refunded:
• The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.
• Any discounts that were applied at the time of sale, which may not now be applicable e.g Spend & Save codes. Check out our Ts&Cs for more info.
Can I return more than one order in the same parcel?
Yes! If you have items from more than one order that you'd like to return, you can send them back in the same parcel. When creating your return in My Account, you’ll be shown any items that can be returned in the same parcel.