We want you to be completely happy with your order, if you are not you may return any item from your order to us within 14 days from the date of delivery (these terms are subject to the conditions below) for a refund or exchange. NB. Your returns must be delivered to us within this time, any returns received after this time will not be accepted, unless by prior agreement or in the case of faulty items.


For an exchange please inform us of your requirements when emailing for a returns number. We will hold the items for exchange until we receive the return. We do however recommend placing a separate order for your exchange to avoid disappointment.

Conditions for return

Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached (including hangers). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling).


We do not accept any items without a returns number, that are passed the required time for return, show any sign of damage by wear and tear, altered or incorrectly washed. All items for return must be in brand new condition and with labels intact.

For hygiene purposes we do not accept the following items for return or exchange:

Bottles and dummies

Underwear and tights

Swimwear (boys swim wear is returnable)

Headbands and hairclips


All returns should be in the original packaging, shoe boxes are considered part of the product and must be undamaged, unused. Items returned without the original packaging will not be accepted.

Please note original shoeboxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition.

Please ensure items are in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached (including hangers). It is your responsibility to ensure the item/s reach us in the same excellent condition as we sent. 

Items returned without their branded packaging will not be accepted.

Faulty items

All our items go through rigorous checks prior to dispatch, please check your items upon receipt and notify us immediately if there are any faults at

Any items returned as 'faulty' will be subject to investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 28 days.

Faulty items returned beyond the regular returns period of 30 days from delivery date will be professionally repaired and returned to you at no cost. If the item is not repairable we will offer you a full or partial refund or replacement (at our discretion) depending on the extent of the damage.

Returning your items to us

Please email us for a returns number within 7 days of delivery, we do not accept any returns without this number.

Inform us of your order number and the reason for return and if you wish a refund or exchange, along with the items to exchange for.

Once you have a returns number, enclose a copy of your dispatch note and mark clearly on the form refund or exchange and any item you wish to exchange for. You have a further 7 days from receiving your returns number to send the item back to us.

Pack your items securely with the marked dispatch note and send to us using a recorded, signed for service at:


469 Roman Road

Bow, London

E3 5LX


You are entirely responsible for the safe and timely return of your items to us, including any postage costs, insurance, Customs & Duty charges for international returns, etc. We do not take responsibility for any additional charges, loss or delays in this process unless we have arranged to have your return collected using our own couriers.

The original delivery charge paid on your order or the cost of returning items to us will only be refunded to you in the case of damaged, faulty or incorrectly supplied items.



To avoid incorrect Customs & Duty charges when your return arrives in the UK, you must mark your parcel as: "RETURNED UNWANTED GB MERCHANDISE"


FedEx automatically charge customs and duty on every parcel returned to us which. This charge will automatically be deducted from your refund.

Once goods are returned to Jakss

Please track your return and confirm it has been delivered to us safely before contacting us. We aim to process all returns within 10 working days of delivery, however during busy sale or promotion periods it could take a little longer. We would appreciate your patience and understanding should this be the case. Please note refunds can take an additional 5 working days from the time we process them to show in your bank account. We reserve the right to apply a restocking and handling fee to cover bank charges and admin costs.