FAQS
Returns
What is your Returns Policy?
We accept returns within 14 days of you receiving the product, unused, unwashed and in it’s original packaging. Our full returns policy and returns instructions can be found here.
How do I return something to you?
Please use our dedicated returns portal here: JAKI Returns Portal
If you’re unable to access the portal, email us at info@jaki.co.uk and we’ll provide you with a new link—provided your return is within 14 days of receiving your order.
Ensure you include the original packing slip or returns form with your order number clearly visible alongside your items. Returns cannot be processed without your order number and name.
Returns guidance:
• Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
• Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.
• Note down the tracking number and please track it to confirm it’s been delivered back to us. The return is your responsibility until it reaches us.
We do not accept returns in store due to sanitisation procedures that must be followed. Please only return your items to our warehouse.
Where is my refund?
Once your return has reached our premises it normally takes up to 5 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund via email once it has been processed.
If your return is approved, you will receive the amount via the original payment method within 10 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.
Refunds will not include the cost of the original postage and packaging unless free shipping was offered at the time of purchase or the entire order was found to be defective.
Refund times may be slower during busy sales periods. Thank you for your understanding.
Faulty item received?
In the unfortunate and rare event that you have received a faulty item, please contact us at info@jaki.co.uk on how to proceed, including your order number and faulty item in the subject line (e.g. Order #123456, Faulty item) and please include a picture of the fault to speed up the process.
Our customer service team aim to respond to emails within 48 hours.
You must report any faulty or damaged goods to us within 14 days of when the goods were delivered. If approved, we’ll arrange a free return and replacement for the faulty item or find alternative solution.
Do you offer free returns or exchanges?
We’re pleased to offer free returns and exchanges for UK customers via Royal Mail.
For customers in the USA, Europe, Canada, the Middle East, and Australia, we provide pre-paid returns and free exchanges.
For all other international regions, we offer pre-paid returns with a flat return fee that also covers duties and taxes, ensuring a straightforward and hassle-free process.
As an independent brand, we’re unable to provide free returns for all international regions at this time. However, we’ve worked hard to negotiate competitive rates with international courier services to keep return costs as affordable as possible for our global customers.
Why was my return rejected?
Unfortunately if your return does not comply with the conditions stated in our returns policy we cannot process a refund and your returned items will be sent back to you. Please email info@jaki.co.uk for more information.
Shipping
Which shipping carriers do you use?
We use Royal Mail Tracked 48, Tracked 24 services for UK orders. International orders are sent via DHL Express and FedEx. All orders are sent by Tracked delivery.
Please ensure that you have entered your correct email address and phone number for relevant tracking updates.
Do you ship internationally?
Yes! We currently ship internationally via DHL Express, FedEx. Please visit our Shipping and Returns page for more details.
Please note that carriers will provide tracking information to the email address and phone number you have provided at checkout.
Do you cover duties and taxes?
Yes, we take care of duties and import taxes for our international regions. This ensures a hassle-free shopping experience with no hidden fees or unexpected charges – the price you see at checkout is the total amount you’ll pay.
These orders are sent by Delivery Duties Paid (DDP) via our international couriers.
What should I do if my order hasn't been delivered yet?
You should receive your tracking number and relevant tracking information from Royal Mail (or DHL Express or FedEx for international orders) with expected delivery times and dates. If your expected arrival date has passed, please email us at: info@jaki.co.uk
For more information on our deliveries, please click here.
Tracking says my order's been delivered but I haven't received it, what should I do?
If your tracking information says your order has been delivered but you have not received it, please ensure you do not have a ‘missed delivery’ card that may have been left by your delivery driver and please check with your neighbours for any mis-delivered parcels before emailing us at: info@jaki.co.uk
I've entered the wrong address, can I change it?
Please email us at info@jaki.co.uk as soon as you realise this and we will do our best to either amend your address if it has not been processed yet.
Unfortunately if your order has already gone through dispatch it is too late to amend/ cancel. However most of the time you will be able to change you’re address via the courier tracking links. If your order is returned to sender, then we will happily re-ship your order free of charge or if that is not possible, deduct standard return fees.
DHL Express offer flexible delivery options via DHL’s On Demand Delivery (ODD), where you can choose from a variety of options such as to leave your parcel in a safe place or with a neighbour, deliver to an alternate address, change your delivery date, place your shipment on a vacation hold or collect from a service point or locker. You can find this information via your DHL Express tracking link or online at https://delivery.dhl.com/
Disputed Delivery
Please note that JAKI has the right to request evidence before issuing any refunds. JAKI also has protocols in place should suspicious or fraudulent activity be suspected.
If you wish to dispute your delivery after the delivery carrier has issued confirmation of delivery (through tracking information), you are entitled to do so within 14 days of this confirmation.