Returns & Refunds

At Jones Wardrobes we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage on their journey to you, so you can be confident your products will arrive in perfect condition after ordering.

If you do have a problem, rest assured that we are here to help, we understand that everybody wants to be treated fairly and reasonably. Please carefully inspect your items upon receipt and let us know about any issues or concerns before arranging a return.

You can get in touch with us via email at [email protected] or use the Contact Us form on the website.

Returns Address

Returns Addresses will be provided upon contact with customer service as different products may be shipped from different warehouses.

The process for returns and refunds varies depending on the items you have ordered

Returning Other Non-Perishable Items

If you change your mind:

If you want to return a product because you have changed your mind, please use the contact us form within 14 days of receiving your items to let us know. Please note: the legal right to cancel orders because you have changed your mind does not apply to items shown as made to order on the product page.

You will then have a further 14 days to return your items to us, unused and in resalable condition with the original packaging and all the tags, labels, and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.

Return costs are your responsibility and returns are sent at your risk re damage or loss. Please therefore let us know about any damages upon receipt before returning anything to us. You may wish to consider using a tracked service to cover lost parcels, but please note most carriers do not provide cover for transit damage to fragile items.

Items should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the products in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the items against any movement in the box during transit. Please also note that crimped paper does lose some of its cushioning properties with use therefore you may need to supplement this with some additional protection for the return journey.

Large items that were dispatched on a pallet service must be returned on an appropriate pallet service to avoid damage due to their fragile, bulky and heavy nature. In addition to cushioning and bracing the items against impact and movement, the items must also be secured to the pallet with suitable pallet wrap and strapping to ensure the load is stable and will remain fixed in place on the pallet during transit.

Once we have received your return we will process your refund payment within 5 working days. If you return your entire order, we will also refund the basic cost of the delivery, based on the least expensive delivery option available at the time of ordering.

Faulty, Damaged and Incorrect Goods:

If your items are faulty, damaged or we sent you something incorrectly, we will pay for the cost of the return using our own carrier (please note; we are unable to refund returns costs of items should you decide to use an alternative unauthorized service). Please contact us within 7 days informing us of the problem. We reserve the right to ask you to send digital photographs to understand any issues. You can return the item within 28 working days for a replacement or refund. Once we have received your return we will process your refund payment within 5 working days.

Please note: many of our items are handmade or have individual manufacturing processes, so variations occur in colour, shape and size due to the nature of the production process. This gives each piece its individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault. Please also note that unless indicated otherwise, our products are not 100% watertight or weather-proofed and we recommend the use of a liner to protect the items and prevent damage to floors and furnishings.

Cancellations

To cancel an order, please e-mail [email protected] with details of the order you are cancelling or use the contact us form on the website. Please note: orders for products shown as “made to order” on the product page cannot be cancelled

Exchanges

To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.

Business Orders

Orders placed on behalf of a business in excess of £150 are non-cancellable nor returnable due to change of mind; damages in transit, discrepancies or quality issues must be reported within 24 hours of receipt of the items and all returns require pre-authorisation.

Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.

Company No.

14838654

Registered office address

Flat 67 Schomberg House, Page Street, London, England, SW1P 4BP