1. Eligibility Criteria
1.1 Timeframe
- You have 14 calendar days from the date of receipt of your order to initiate a return or exchange. The day you receive the order is considered Day 1. Please note that we do not accept returns or exchanges after this 14 – day period has expired.
1.2 Condition of Items
- Unworn and Unwashed: The products must be in their original, unworn, and unwashed condition. This means no signs of wear, such as stains, odors, or stretched fabric. Items that have been used, worn, or laundered will not be eligible for return or exchange.
- Tags Attached: All original tags, labels, and packaging must be intact and attached to the items. This includes price tags, care labels, and any other identification tags. Removing or damaging tags may result in your return or exchange request being rejected.
- Accessories and Packaging: Any accessories that came with the product, such as belts, scarves, or extra buttons, must be included. The original packaging, such as boxes, dust bags, and garment bags, should also be returned in good condition.
1.3 Ineligible Items
- Final Sale Items: Items marked as “Final Sale” on our website are not eligible for return or exchange, except in cases of defective products. Final sale items are clearly labeled during the shopping process.
- Personalized Products: Products that have been customized or personalized according to your specific requests, such as monogrammed items, are non – returnable and non – exchangeable, as they are made specifically for you.
- Underwear and Intimate Apparel: For hygiene reasons, we do not accept returns or exchanges of underwear, bras, panties, swimwear, or other intimate apparel, unless they are defective.
2. Initiating the Return/Exchange Process
2.1 Online Request
- Log in to your CHRISTOPHER JAY LTD account on our website. Navigate to the “My Orders” section and find the order you wish to return or exchange. Click on the “Return/Exchange” button next to the relevant item(s) and follow the on – screen instructions. You will be asked to select the reason for the return or exchange, provide any additional comments if necessary, and confirm your request.
- Once your request is submitted, you will receive an email confirmation within 24 hours. This email will include a Return Merchandise Authorization (RMA) number, which is required for processing your return or exchange. Please do not return items without an RMA number, as they may not be processed.
2.2 Contacting Customer Service
- If you are unable to initiate the return or exchange online, you can contact our customer service team at support@christopherjay.shop or call +44 7360257568. Our customer service representatives will assist you in submitting your request and obtaining an RMA number. They will also provide you with detailed instructions on how to proceed with the return.
3. Return Shipping
3.1 Shipping Costs
- Customer – Paid Returns: In most cases, you are responsible for the cost of return shipping. We recommend using a trackable shipping method, such as a courier service that provides a tracking number, to ensure the safe return of your items. The cost of return shipping will vary depending on the shipping method you choose and the destination of the return.
- Our – Paid Returns: If the return is due to our error, such as sending the wrong item, a damaged item, or a defective product, we will cover the cost of return shipping. In such cases, we will provide you with a prepaid return shipping label or reimburse you for the shipping costs once the return is processed.
3.2 Return Address
- You will receive the return address along with your RMA number in the confirmation email. Please make sure to include the RMA number clearly on the outside of the return package. Failure to do so may result in delays in processing your return or exchange.
4. Refund and Exchange Handling
4.1 Inspection of Returned Items
- Once we receive your returned items, our quality control team will inspect them within 3 – 5 business days to ensure they meet our eligibility criteria. If the items are in acceptable condition, your return or exchange will be processed. If the items do not meet the criteria, we will notify you via email and provide you with options, such as returning the items back to you at your expense or offering a partial refund.
4.2 Refunds
- Processing Time: If your return is approved, we will process the refund within 7 – 10 business days. The refund will be issued to the original payment method used for the purchase. For example, if you paid by credit card, the refund will be credited back to your credit card account.
- Refund Amount: The refund amount will be the full purchase price of the item(s), excluding any original shipping fees, unless the return is due to our error. In the case of a partial return, only the amount for the returned item(s) will be refunded.
4.3 Exchanges
- Availability: If you request an exchange, we will check the availability of the replacement item. If the item is in stock, we will ship it to you as soon as possible, usually within 1 – 2 business days after the return is approved.
- Price Adjustment: If the replacement item has a different price than the original item, we will adjust the payment accordingly. If the new item is more expensive, you will be required to pay the difference. If it is less expensive, the remaining amount will be refunded to your original payment method.
