Change of mind
We will be more than happy to offer a refund at any time during the 14 days from the day after the date on which the items you have purchased were delivered to you (if your order was delivered to you in multiple batches, then this timeframe starts on the day after the last item in your order was delivered to you) provided that the items are:
- Unworn;
- In their original condition;
- In their original packaging; and
- All product labels are still attached and have not been removed.
It is important to fully complete all returns paperwork contained with the delivery note.
If you cancel because you’ve changed your mind, we will refund the price of your purchase together with any applicable standard delivery charges (but not any enhanced or premium delivery charges that you may have selected).
Once your return has been received, processed and accepted by us, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days of such email.
Please see “Steps to Return” an item section below.
Any returns that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address. To help you to ensure that your return reaches us, it is recommended that you use a tracked or registered delivery service.
Damaged or Faulty Product
We do everything we can to ensure products reach you in a pristine condition. We would be very upset if you received a damaged/faulty item, however, we appreciate that this may happen. If it does please contact our customer service team by emailing help@peterjones.com for advice on how to action your return.
If you have identified a fault within 30 days of delivery of your purchase you have a right to a refund if you inform us within 30 days after the date of the delivery to you. Subject to the defect/fault being verified by us, we will refund you the price of the defective/faulty product along with the delivery charges you paid.
If a fault develops outside of the 30 days of your purchase, but less than six months after delivery, we can discuss the fault with you and agree the best way forward. Our Customer Service Team will handle this for you and you can contact them at either help@peterjones.com
Please see “Steps to Return” an item section below.
Once your return has been received, processed and accepted by us as being damaged/faulty, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days of such email.
Any returns that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address
Steps to Return
We believe in complimentary returns (excluding international deliveries), so please follow the steps below to ensure a smooth returns process:
- Fill in the returns section of the delivery note included within your parcel as per the instructions. Please ensure you place this delivery note in your parcel as without it, we can’t take care of your return;
- Peel off the pre-paid Royal Mail returns label and stick it to your parcel; and
- Drop off the parcel at your nearest Post Office, making sure to obtain a proof of postage and keep your receipt until we have processed your return.
Please note that if choosing international delivery, free returns do not apply, and you will be responsible for arranging the return and covering the costs.
If your returns package exceeds the following weights or dimensions, please contact our customer service team by emailing help@peterjones.com
Have you received my returned items?
It usually takes are 2 – 3 working days (excluding weekends, bank holidays, and remote postcodes) for your parcel to be delivered back to our warehouse.
Once your return has reached us you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days of such email.
All returns (excluding XL boxes) are Royal Mail Tracked 48, so you will be able to track your return via your www.peterjones.com account and once your return is complete you will receive a confirmation email from us.
If you haven’t heard from us within the specified timeframe, please get in touch with our Customer Service Team by emailing help@peterjones.com.
Please note that if choosing international delivery, free returns will no longer apply, and you will be responsible for arranging the courier and covering the cost.