Returns and Exchanges

If you are not satisfied, we will gladly accept your online return of unworn or unwashed full-priced merchandise within 10 days from the date delivered.

Returned merchandise must be in the original packaging with all tags attached and be in the same condition with the anti-wardrobing ribbon intact and still attached as it was originally as when it was delivered. We reserve the right to refuse the return of any merchandise that does not meet the above return requirements.

Jenny Packham does not assume responsibility for reimbursement or compensation in the event that any return package is lost, stolen or mishandled.

Products purchased online cannot be returned to a Jenny Packham flagship boutique. All in-store purchases are non-refundable, however, a credit note may be issued if the item is returned in pristine condition. Credit notes are valid for in-store use only.

Final Sale

All sale merchandise is final sale and will not be accepted for return, refund or exchange. This includes items purchased during VIP early access to sale promotions.

All special orders, custom orders and any other items marked as final sale are not eligible for return, refund or exchange.

EU Returns and Withdrawals Policy

In Accordance with the European Commission’s Directive on Consumer Rights, customers in the EU also are entitled to withdraw their order within 14 days of receiving their goods. To exercise this right, EU customers must contact us within 14 days after the placement of their order by email at customer.care@jennypackham.com 

Receiving Your Refund

When your return has arrived back to us and your refund has been processed, you will receive an email notifying you that your refund has been completed. The refund will be issued to the original form of payment. Please allow 10-15 business days to process your return.

Please note, once your refund has been processed, it may take up to 10-business days for this refund to appear in your account. Processing times may vary depending on your bank. 

Your shipping costs will not be refunded unless the item is faulty.

Track your returns

When shipping your order, we will send a confirmation email with your tracking number to confirm that your order has been accepted. For the latest on your delivery, please refer to the tracking number included in your shipping confirmation email. Alternatively, if you have a registered account with Jenny Packham, you can find this information in ‘My Account’: 

• Sign into ‘My Account’. 
• Click on the ‘Orders’ section. 
• If the order status is ‘Order Shipped’ click on ‘View’ for the tracking information.   

Your order status may take up to one hour to update after your order has been placed.

Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information. 

Once your order has been shipped, you can also track it at www.ups.com using the tracking number located in your shipping confirmation email.

All deliveries require a signature.

Exchanges

We want you to be completely delighted with your purchase. If for any reason you are not fully satisfied, we are pleased to assist you with an exchange.

Please note that certain items - including eye masks, custom orders, personalised items, and items marked as final sale are not eligible for exchange. All eligible items must be returned in their original packaging, with all tags and the anti-wardrobing ribbon still attached, and in the same pristine condition as received.

To begin your exchange, please follow the steps using the Shopify POS app, you can exchange a returned item for a new item. If there's a difference in price between the two items, then collect or pay out the difference during the exchange.

Please allow 3-5 business days for your exchange to be processed. We reserve the right to refuse any return that does not meet these conditions. JENNYPACKHAM.COM cannot be held responsible for lost, stolen, or mishandled return packages.