Refund policy

Return & Refund Policy

Effective Date: 31 October 2026

At Jesselunger, we want every customer to shop with confidence. If your purchase is not quite right, we are here to help.

This Return & Refund Policy explains how you can return an item, request a refund or arrange an exchange.

1. 30-Day Return Window

We offer a 30-day return period from the date of delivery.

To be eligible under our 30-day return policy:

The item must be unused, unworn and in its original condition.
The item may be tried on to assess the fit.
Original packaging, tags and accessories must be included.
Proof of purchase (order number or receipt) is required.
Clear photos showing the item's condition must be provided.

Items showing signs of wear, damage or misuse after delivery may not qualify for a refund unless they are faulty.

Personalised products are not eligible for return under our voluntary policy unless they are faulty or incorrect.

2. How to Start a Return

To request a return, please contact us by email:

Email: [Customer Service Email]

Please include:

Your order number and reason for return.
Clear photos showing the item, original tags and packaging.

Our customer service team will provide:

Return instructions.
The correct return address.
Further shipping information.

Please contact us before sending items back to help us process your return correctly.

3. Return Shipping Costs & Tracking

Faulty, damaged or incorrect items: We cover reasonable return shipping costs where required by law.
Change of mind (size, colour or preference): Return shipping costs are the customer's responsibility.

Returns may need to be sent to an international warehouse, which may result in higher shipping costs.

For returns under our voluntary 30-day policy:

Please use a tracked shipping service.
Email us your tracking number or tracking link once your return has been shipped.
Keep your proof of postage until your refund has been completed.

Missing photos or tracking information may delay processing. If a parcel does not arrive and no reasonable proof of shipment is available, a refund may be refused where legally permitted.

4. Refunds

Once your return arrives at our returns centre and has been inspected:

We will email you to confirm whether your refund has been approved.
Approved refunds under our voluntary return policy are processed within 5–10 business days to your original payment method.
Your bank or card provider may require additional processing time.

If your return does not meet our voluntary return conditions, we will contact you to discuss the available options.

Statutory refunds will be processed within the timeframes required by applicable consumer law.

5. Exchanges

If you wish to exchange an item:

Contact our customer service team first.
We will advise whether an exchange is possible or whether you should return the item and place a new order.

6. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged or incorrect:

Please contact us as soon as reasonably possible.
Include your order number, a brief description and photos of the issue where possible.

We will review the issue and arrange an appropriate replacement, repair or refund in accordance with your consumer rights.

7. Order Cancellations

You may request cancellation before your order has been dispatched.

Once your order has been shipped, we may be unable to stop delivery. You can still exercise any applicable cancellation and return rights after dispatch.