We accept returns within 14 days of you receiving the product, unused, unwashed and in it's original packaging. Our full returns policy and returns instructions can be found here.

Please use our dedicated returns portal here: JAKI Returns Portal 

If you're unable to access the portal, email us at info@jaki.co.uk and we’ll provide you with a new link—provided your return is within 14 days of receiving your order.

Ensure you include the original packing slip or returns form with your order number clearly visible alongside your items. Returns cannot be processed without your order number and name.

Returns guidance:

• Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging). 

• Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.

• Note down the tracking number and please track it to confirm it’s been delivered back to us. The return is your responsibility until it reaches us.

We do not accept returns in store due to sanitisation procedures that must be followed. Please only return your items to our warehouse.

Once your return has reached our premises it normally takes up to 5 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund via email once it has been processed.

If your return is approved, you will receive the amount via the original payment method within 10 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.

Refunds will not include the cost of the original postage and packaging unless free shipping was offered at the time of purchase or the entire order was found to be defective.

Refund times may be slower during busy sales periods. Thank you for your understanding.

In the unfortunate and rare event that you have received a faulty item, please contact us at info@jaki.co.uk on how to proceed, including your order number and faulty item in the subject line (e.g. Order #123456, Faulty item) and please include a picture of the fault to speed up the process.

Our customer service team aim to respond to emails within 48 hours.

You must report any faulty or damaged goods to us within 14 days of when the goods were delivered. If approved, we’ll arrange a free return and replacement for the faulty item or find alternative solution.

We’re pleased to offer free returns and exchanges for UK customers via Royal Mail.

For customers in the USA, Europe, Canada, the Middle East, and Australia, we provide pre-paid returns and free exchanges.

For all other international regions, we offer pre-paid returns with a flat return fee that also covers duties and taxes, ensuring a straightforward and hassle-free process.

As an independent brand, we’re unable to provide free returns for all international regions at this time. However, we’ve worked hard to negotiate competitive rates with international courier services to keep return costs as affordable as possible for our global customers.

Please visit our Shipping and Returns page for more details.

We use Royal Mail Tracked 48, Tracked 24 services for UK orders. International orders are sent via DHL Express and FedEx. All orders are sent by Tracked delivery.

Please ensure that you have entered your correct email address and phone number for relevant tracking updates.

Yes! We currently ship internationally via DHL Express, FedEx. Please visit our Shipping and Returns page for more details.

Please note that carriers will provide tracking information to the email address and phone number you have provided at checkout.

Yes, we take care of duties and import taxes for our international regions. This ensures a hassle-free shopping experience with no hidden fees or unexpected charges – the price you see at checkout is the total amount you'll pay.

These orders are sent by Delivery Duties Paid (DDP) via our international couriers.

You should receive your tracking number and relevant tracking information from Royal Mail (or DHL Express or FedEx for international orders) with expected delivery times and dates. If your expected arrival date has passed, please email us at: info@jaki.co.uk

For more information on our deliveries, please click here.

If your tracking information says your order has been delivered but you have not received it, please ensure you do not have a 'missed delivery' card that may have been left by your delivery driver and please check with your neighbours for any mis-delivered parcels before emailing us at: info@jaki.co.uk

Please email us at info@jaki.co.uk as soon as you realise this and we will do our best to either amend your address if it has not been processed yet.

Unfortunately if your order has already gone through dispatch it is too late to amend/ cancel. However most of the time you will be able to change you're address via the courier tracking links. If your order is returned to sender, then we will happily re-ship your order free of charge or if that is not possible, deduct standard return fees.

DHL Express offer flexible delivery options via DHL's On Demand Delivery (ODD), where you can choose from a variety of options such as to leave your parcel in a safe place or with a neighbour, deliver to an alternate address, change your delivery date, place your shipment on a vacation hold or collect from a service point or locker. You can find this information via your DHL Express tracking link or online at https://delivery.dhl.com/

Pre-ordering allows you to reserve new, exclusive JAKI pieces before they are officially available. When you pre-order, you guarantee that the item will be shipped to you as soon as it is in stock.

Usually, pre-order items ship within 3-4 weeks from when you place your order, but exact timing can vary depending on the piece. For the most up-to-date details, check the product listing for your selected item. If your order includes a pre-order item, we’ll wait until everything is ready before shipping your full order together. 

If you would like to receive your items separately, please place separate orders for in-stock and pre-order items or email us at info@jaki.co.uk and we will do our best to accommodate your request.

You’ll receive a notification when your order is dispatched.

Our online promotions are exclusive to our online platform only, unless otherwise stated.

Unfortunately we do not accept returns in store due to sanitisation procedures that must be followed.

Sending your items back to our store will result in a delay to your refund as well as additional delivery charges levied as we must ship the items back to our warehouse.

We do not offer in-store pick up. If you order from our website, goods are shipped from our warehouse facility in a different location.

Please do not enter the store’s address at checkout. Your order will be treated as a return and delivery charges will be applicable.

To stay updated on restocks, click the ‘BACK IN STOCK ALERT’ button on sold-out product pages to receive notifications as soon as items are available again. We also recommend subscribing to our SMS alerts and email newsletter for the latest updates and JAKI news.

Please note that popular items may sell out quickly, so act fast when you’re notified. To ensure our emails reach you, add us to your contacts to avoid spam filters, and stay connected with us on social media @jakilondon on Facebook and Instagram.

Unfortunately, our customer service team is unable to assist with stock availability queries.

During the checkout process, you will be given an option to apply a gift card or discount code in the payment details section (Cart -> Information-> Shipping -> Payment -> Review). 

Alternatively there is a dropdown button called ‘Show order summary’ in the checkout process where you can enter your Gift card or discount code.

Please email info@jaki.co.uk and we'll do our best to accommodate your request.

When you choose Klarna at checkout, you'll get the option to shop now and pay in up to 30 days with Klarna.* If your request is accepted, Klarna will send you an email with payment instructions once your order is shipped. Just follow the link in the email to view your order or check your purchase in the Klarna app. To learn more about Klarna, please click here.

Premium Shipping Protection, an optional add-on for your deliveries. With Premium Shipping Protection, you can protect your parcel from damage, loss, or theft and receive a priority replacement or refund, without the hassle of lengthy courier claims procedures.

If you have accidentally selected this, please email us at info@jaki.co.uk and we will be able to remove it from your order as long as it is before dispatch.

If the shipment status shows as "delivered," but you have not received it, please allow up to 5 working days for your parcel to be delivered.

Sometimes, couriers may prematurely mark it as delivered and attempt redelivery, or it may be found in a secure location at your property or with your neighbor.

In cases where there is a high volume of parcels in the network causing delays, we reserve the right to classify it as a "delay." Otherwise, we will offer a refund or replacement.

If items arrive with damages from transit such as wetness, stains, tears, etc.

If some of your order is missing due to the box or parcel opening during transit. Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items/parcel.

Missing parcels or redelivery fees resulting from incorrect address information provided by you.

Delays in transit.

Orders marked as unfulfilled or unshipped due to inventory issues or dispatch delays.

Orders stuck in customs. We cannot be held responsible for customs delays. Please reach out to your chosen courier and pay any required customs fees. If you refuse customs payments, we are not liable for any return-to-sender fees, and these will be deducted from your refund.

If you requested items to be left outside your property/in a safe place and they go missing, it waives your right to any claim as per carrier terms and conditions.

If your parcel is lost, damaged, or stolen please email us directly at info@jaki.co.uk. Our customer service team will assist you within 24-48 hours.

If your parcel is deemed lost, stolen, or damaged, we can proceed with arranging a priority replacement or refund.

We will also continue to track your parcel, and if it appears, please send it back to us (we will provide you with a free returns label).

By selecting Premium Shipping Protection, you agree to these terms.

Please note that Premium Shipping Protection is non-refundable.

Listed below a brief summary of Premium Shipping Protection coverage, but you can review our full policy here.

• Lost - stuck in transit

The issue must be filed between 7 and 30 days from the last shipping update.

• Stolen - marked as delivered

The issue must be filed between 5 and 15 days from when the order was marked delivered. Stolen orders over $500 USD require a police report.

• Damaged

The issue must be filed with photos of the damaged package and item(s), no later than 15 days from when the order was marked delivered.

For parcels without Premium Shipping Protection, we will follow the claims policy with your selected courier to locate your parcel or classify it as lost. This process may take 4-6 weeks and is at the discretion of the courier. If your parcel has a GPS location or photographic evidence of delivery to your property, involvement with a neighbor, or placement in a secure location, we are not responsible for providing a refund or replacement.