Returns & Refunds Policy

This Returns & Refunds Policy applies to purchases made from James & Kate Nottingham. If you have questions, please contact info@jameskatenottingham.com.

1) Summary (At a Glance)

  • Return window: Notify us within 30 days of delivery to start a return.

  • Condition: Items must be unused, unwashed, undamaged, and in original condition with all tags/labels attached. Trying on at home is permitted; wearing (beyond trying on) is not.

  • Return shipping: Customer pays all return costs, including any international postage and customs/duty back to our supplier (based in China).

  • Refund timing: Processed within 30 days after the return is received and approved at the supplier’s address.

  • Exchanges: Subject to stock availability; otherwise we refund.

  • Faulty/incorrect items: Contact us within 7 days of delivery so we can make it right.

We comply with UK consumer law, including the right to cancel within 14 days for most items. Your statutory rights remain unaffected.

2) Eligibility for Returns

To be eligible for a return, the item must:

  • Be in original condition, unused, unwashed, and unaltered.

  • Include all original packaging, labels, hangtags, and any accessories received.

  • Show no signs of wear (e.g., makeup, deodorant marks, scents, stains, pet hair).

Not eligible:

  • Items returned with visible wear/handling beyond a normal home try-on.

  • Items without original tags/labels or with damaged packaging that affects resale.

  • Final Sale or hygiene-sensitive items (e.g., underwear, swimwear without hygiene seal)—unless faulty.

  • Made-to-order or personalised items—unless faulty.

Note: We discourage “bracketing” (ordering many sizes with intent to return most). Excessive return patterns may lead to account review.

3) How to Start a Return

  1. Email us at info@jameskatenottingham.com within 30 days of the delivery date and include:

    • Order number

    • Item(s) you wish to return

    • Reason for return

    • Clear photos if there is a fault/issue

  2. We’ll reply with the supplier return address (China) and a Return Authorisation (RMA) code.

  3. Ship the parcel within 14 days of receiving your RMA using a tracked service. Clearly write the RMA on the label and customs forms.

Returns sent without an RMA or to the wrong address may be delayed or refused.

4) Return Shipping, Customs & Risk

  • All return costs are the customer’s responsibility, including international postage, customs duties, taxes, and handling fees.

  • Use a trackable shipping method and keep your receipt. We are not responsible for returns lost in transit.

  • If the courier tracking shows delivered to the address provided, we will treat the parcel as received.

  • Mark customs forms as “Customer Return – No Commercial Value” where appropriate to reduce avoidable charges. Any charges billed to us may be deducted from your refund.

5) Refunds

  • Once your return arrives and passes inspection, we’ll issue a refund to your original payment method within 14 days.

  • If you cancelled within 14 days under your right to cancel, we will refund the item price and, where applicable, the standard delivery cost of your original order (not expedited upgrades). Return postage is not refunded unless we sent a faulty/incorrect item.

  • We may make a deduction for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

  • Refund processing times by your bank/card issuer may vary.

6) Exchanges

To exchange an item:

  • Start a return as above and request an exchange in your email. If the requested size/colour is available, we’ll confirm. Otherwise, we’ll proceed with a refund.

7) Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or you received the wrong item:

  • Email info@jameskatenottingham.com within 7 days of delivery with your order number and photos/videos showing the issue.

  • We’ll prioritise a replacement or refund and advise if a return is required. Where we confirm a fault, reasonable return shipping costs may be reimbursed or a prepaid label provided.

This section does not affect your statutory rights.

8) Address Accuracy & Order Changes

  • Please check your shipping address carefully at checkout. If you entered an incorrect address, contact us within 24 hours of placing your order at info@jameskatenottingham.com.

  • Orders already processed/handed to the courier may not be changeable. We are not responsible for non-delivery due to an address error provided by the customer.

9) Non-Returnable/Restricted Items

For hygiene/safety reasons (unless faulty):

  • Underwear, bodysuits, swimwear without hygiene seal, earrings, face coverings.

  • Gift cards and downloadable/virtual items.

  • Personalised or made-to-order items.

10) Contact

For any questions about returns or this policy, contact us at:

James & Kate Nottingham
Email: info@jameskatenottingham.com
Location: Nottingham, United Kingdom