Orders placed after 1st December 2024 have until 10th January 2025 to return their items.

Please note there will be no collections or deliveries on the following non-working days: 25th, 26th December and 1st January.

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.

You have 14 days from the date of delivery receipt to return any unused items for a refund or exchange. Please note that Returns for online purchases will not be accepted in our physical JAKI stores, and must be returned to our warehouse.

Items must include all original tags and be in the same pristine, sellable condition that they were received. They must also be in their original packaging (e.g. box for shoes).

Sale items are final sale and are not eligible for returns. This does not affect your statutory rights.

Items must:

• Include all original tags attached

• Be unwashed, unused and unworn

• Not have make up stains/ fake tan or other marks (including sweat marks)

• Not smell of pets, washing powder, perfume etc.

• Not evidence outdoor wear

• Not be considered unhygienic to resell

Garments that do not comply with these conditions will not be accepted and will be sent back at the expense of the customer.

Please submit your return via our returns portal here: JAKI Returns Portal

If you can't access the portal, please email info@jaki.co.uk and we will provide you with a new portal link to access.

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.

Please scroll down the page for country specific returns options and guidance.

If you would like to arrange your own return, we would be happy to accept your unused items within 14 days of receipt, so long as it complies with our returns policy.

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

Pre-paid returns address may differ.

Please use our dedicated returns portal here: JAKI Returns Portal

Standard Tracked UK Delivery (3-5 working days)

Free

• Dispatch is Monday to Friday only, before 12pm GMT only.

• Orders are sent via Royal Mail Tracked services.

• Large/Heavy items may incur an additional shipping cost of £1.90 which is reflected at checkout. 

Please note that deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks.

Safe place/ leave with neighbour: If you'd prefer for your parcel to be left in a safe place or with your neighbour, you can select these options using links provided when Royal Mail sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery if your parcel is left in your requested safe place or with your neighbour.

If you have chosen to arrange your own return, you will be responsible for paying for your own shipping costs for returning your item.

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via DHL Express. The most premium and reliable international delivery service.

• Tracked and Signed for service.

• Max order value: $5000

• $50 minimum spend.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation. We also are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/ import taxes.

• Minimum spend: $50, maximum spend $5000

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when DHL sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via Fedex.

• Tracked service.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately $150 CAD will incur a small order shipping fee of around £20 GBP.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation. We also are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/ import taxes.

• Orders below approximately $150 CAD will incur a small order shipping fee of around £20 GBP.

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only

• Orders are sent via FedEx International Connect Plus, a premium and reliable international delivery service.

• Tracked service.

• Orders below A$100 will incur a small order shipping fee of around A$30

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below A$100 will incur a small order shipping fee of ~ A$30

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when DHL sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only

• Orders are sent via FedEx International Connect Plus, a premium and reliable international delivery service.

• Tracked service.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

Countries include: Andorra, Austria, Belgium, Czech Republic, Estonia, France, Germany, Gibraltar, Ireland, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland.

• Dispatch is Monday to Friday, before 12pm GMT only

• Orders are sent via FedEx International Connect Plus, a premium and reliable international delivery service.

• Tracked service.

• Orders below €100 will incur a small order shipping fee of around €15

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

Countries include: Albania, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Denmark, Finland, Greece, Hungary, Iceland, Liechtenstein, Luxembourg, Malta, Moldova, Monaco, Montenegro, North Macedonia, Norway, Serbia, Sweden, Turkey.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/ import taxes.

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via Fedex.

• Tracked service.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately 400 AED will incur a small order shipping fee of around £20 GBP.

• Countries include UAE, Saudi Arabia, Kuwait, Qatar, Oman & Bahrain.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation. We also are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately 500 AED will incur a small order shipping fee of around £20 GBP.

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via Fedex.

• Tracked service.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately $100 will incur a small order shipping fee of around £20 GBP.

• Countries include: Hong Kong, Japan, Malaysia, Singapore, South Korea, Taiwan, Thailand, Vietnam.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation. We also are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately $100 will incur a small order shipping fee of around £20 GBP.

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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

In the unfortunate case that you have received a faulty item a please contact us at info@jaki.co.uk for how to proceed, including your order number and faulty item in the subject line (e.g. Order #1234, 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.

Please note that you will be asked to provide evidence that your item was faulty upon receipt. Please refer to the conditions of return stated above.

Additionally, minor imperfections such as loose threads are not considered as a fault as the goods are still considered as fit for purpose.

You must report any faulty or damaged goods to us within 14 days of when the goods were delivered.

In the rare and unlikely event that your order cannot be delivered due to incorrect information provided by the customer or missed or refusal of deliveries, the customer will be responsible for any additional shipping charges for re-delivery. 

If there is still no response to re-delivery and your item is destroyed, you will not be entitled to a refund. If your parcel is re-directed/returned to sender after redelivery attempts and there is no indication that you will accept the parcel, you will be liable for any original and return shipping costs, and customs charges your parcel incurs.

Please note that JAKI has the right to request evidence before issuing any refunds. JAKI also has protocols in place should suspicious or fraudulent activity be suspected.

If you wish to dispute your delivery after the delivery carrier has issued confirmation of delivery (through tracking information), you are entitled to do so within 14 days of this confirmation.

Please note that refund times may be longer during busy sales periods. Thank you for understanding.

If the stated 5 working days to process your return has passed, and you haven’t received a "Return accepted" email, here are the actions to take:

1. Check your returns tracking number or proof of postage receipt to check when/if we have received it.

2. Check your spam/junk email inbox and your bank account.

3. Email us: info@jaki.co.uk stating your order number in the subject line. Please explain that you have not received a refund yet.

If you have received a "Return accepted" email and have still not received your funds after 10 days, we advise you to contact your bank. There is often some processing time before a refund appears in your account and it differs depending on the financial provider, thus they should be able to give you a more accurate update.

If you’ve done all of this and you still have not received your refund, please contact us at: info@jaki.co.uk

Online orders cannot be returned or exchanged in store. This is 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 ship the items back to our warehouse.

Gift cards
Downloadable software products
Health and personal care items (including Face Masks).
Premium Shipping Protection
Items that would be considered unhygienic to re-sell such as bodysuits, socks, and underwear.

The goods are your responsibility until they reach us so please ensure that they are securely packaged and sealed, and if applicable please ensure that you keep any receipts from your chosen tracked delivery service. 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).

Even if you have decided to return your entire order, please do not return any promotional items included in the package, such as discount flyers or consumable samples.

Please do not send your purchase back to the manufacturer.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Shipping costs and premium shipping protection are non-refundable unless the return is for a faulty item and the order is returned in full.

If we receive a return and it does not comply with our terms and conditions, we cannot offer a refund. This does not affect your statutory rights.

Working days exclude Bank Holidays and weekends.

• Dispatch is Monday to Friday, before 12pm GMT only.

• Orders are sent via FedEx.

• Tracked service.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

• Orders below approximately £50 will incur a small order shipping fee of around £30 GBP.

• Countries include: China, Costa Rica, Faroe Islands, Greenland, Indonesia, Macao SAR, Mexico, New Zealand, South Africa.

Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.

Working days are defined as Monday to Friday, excluding Bank and Public Holidays.

• Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.

If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that JAKI cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.

ARRANGING YOUR OWN RETURN

You will be responsible for paying for your own shipping costs for returning your item(s).

Please use our dedicated returns portal here: JAKI Returns Portal

Please post the item(s) you wish to return to the following address:

JAKI Returns

Unit 2, Tealedown Works

Bounds Green

London

N11 2LX

• Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.

• We recommend using a tracked delivery service and to keep a proof of postage as we don’t take responsibility for items lost in the post.

• To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.

JAKI is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.

• When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.

The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.

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