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.

The easiest way is to return the item(s) in the same postage bag/box that it was received in, along with your packing slip (that includes your order number). Post back to us on the address listed in the returns policy and follow the instructions. Please note that we cannot process your refund without your name and order number.

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

If you have chosen to use our prepaid Royal Mail Tracked returns service, please keep a note of your tracking number where you can track your return.

It can take up to 7 working days (excluding weekends and bank holidays) once we receive your return for it to be processed. We appreciate your patience through this time as we follow necessary sanitary precautions and procedures when dealing with returns.

If the allocated amount of time above has passed and you still have not received a 'Refund notification' email, please email us at info@jaki.co.uk

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.

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.

We offer free returns and exchanges for UK and US orders.

However as an independent brand it's currently can't offer free returns for all international customers yet, although we've worked hard to negotiate a good rate with international courier services to make it as affordable as possible to make a return to us, wherever in the world you may be!

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 and Tracked local postal network options are also available for EU orders. 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.

We cover duties and import taxes for most of our international regions. (Europe, USA, Canada, Australia and some of the Middle East.

These orders are sent by Delivery Duties Paid (DDP) via our international couriers. Please visit our Shipping and Returns page for more details and to find out if your territory is covered.

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 Royal Mail delivery driver and please check with your neighbours for any misdelivered parcels before emailing us at: info@jaki.co.uk

Please email us as soon as you realise this and we will do our best to either amend your address or cancel/ refund your order if it has not been processed yet.

Unfortunately if your order has already gone through dispatch it is too late to amend/ cancel. However you may be able to change you're address via the courier tracking links.

Email: info@jaki.co.uk

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.

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.

No we do not. 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.

Please click the 'BACK IN STOCK ALERT' Button on sold out product pages to be notified as soon as a product comes back into stock.

Please note that popular products may sell out again quickly. We would advise adding us as a contact on your email to avoid any spam email filters, and keep up to date with us via social media @jakilondon on Facebook and Instagram.

Unfortunately our customer service team are unable help with stock 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.

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.