Returns & Refunds

Here at Jonzara, we understand that the items you order may not be suitable. For this reason we offer a no quibbles return policy. In line with Consumer Contracts Regulations our customers have the right to cancel their purchase within 14 days after they receive their delivery. If you decide to cancel an order all items must be returned in the original packaging and in a clean, dry and unworn/unused condition. Returned items that are not in an acceptable condition will be returned to you. Please note that, with the exception of faulty goods, all returns must be unused and in the case of incorrect items, be returned in a re-saleable condition. This policy applies to all of our products.

If items are returned to us, because you simply no longer need or want them, we offer a free return label in your parcel. If you decide to cancel your purchase up to 14 days after delivery please return to via post to- Jonzara, 20 Bow Street, Lisburn, BT28 1BN, Northern Ireland (Parcels can be left in store but will be transferred to warehouse to be processed and refunded) and include a copy of the delivery note stating clearly the reason for return.

It can usually take up to 14 working days (excluding weekends and bank holidays) from the day after the date of your return, for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.

If you've returned more than one order in the same parcel, please allow 24 hours for all your returns to be completed.

If your returns haven't reached us after the returns timeframe, please get in touch using one of the contact options so we can help you further.

It can usually take up to 14 working days (excluding weekends and bank holidays) from the day after the date of your return, for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.

If you've returned more than one order in the same parcel, please allow 24 hours for all your returns to be completed.

If your returns haven't reached us after the returns timeframe, please get in touch using one of the contact options so we can help you further.

Can’t find your returns note? Don’t worry, email us at help@jonzara.com and we would be happy to email you a new one.

Just follow the instructions on the note, making sure you write down your order number. We’ll need these details to process your return. Once it’s all filled out, pop the note in your parcel with the items you are returning.

We offer a Free returns system, simply fill out the returns form contained within your parcel, and stick the prepaid label onto your parcel and drop it off at a post office.

If you need to exchange an item for a different size we recommend placing a new order for the desired item. Then once we receive your return it will be credited to your account. This ensures the item you are looking does not sell before we get your return back.

We’re really sorry if we’ve made a mistake with your refund! If this is the case, please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.

If you need to return items to us from different orders, then you can send them back to us in one parcel. However, both orders must have been placed using the same Jonzara account.

When returning your items, make sure that you include a separate return note in your parcel for each order you are returning to us.

If you no longer have the returns note that was included with your delivery, then send us an email at help@jonzara.co.uk or call 02892661688 and we can email you a new form. Just fill in the details including the order number and items you are returning to us, so our Returns Team can deal with your return as quickly as possible.

If you need to return something to us, then there is a pre-printed label on the returns form that was included in your parcel.

This has our new returns address on it which is:

20 Bow Street, Lisburn, BT28 1BN

If you need a new return note, then send us an email at help@jonzara.co.uk or call 02892661688 and we can email you a new form

We're really sorry if we made a mistake. If you asked for a replacement and got a refund instead, it’s probably because the item you wanted is no longer in stock. Alternatively, if you didn't include your returns note inside your returned parcel or didn't fill it in, our returns team would have issued you with a refund automatically.

If you wanted a refund and we sent you a replacement item, please contact our Customer Care Team so we can sort it out for you.

If you printed a new returns label to stick on the front of your parcel, please allow 14 working days for your parcel to arrive back at our warehouse.

If you haven’t heard from us after this, just get in touch with your proof of postage and we’ll be able to help you further.

Your refund will still go back onto the card used on your order if the card account is still open.

When a card is lost, stolen or cancelled, please email us to arrange an alternative refund

If you've not received your refund 10 working days after it was completed by us, please get in touch.

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations.