Returns & Exchanges

 
Last Updated: July 24, 2025
At Jane Douglas Ltd, we want you to love your new shoes. If you’re not completely satisfied with your purchase, we offer a hassle-free returns and exchanges policy. Please read the following guidelines carefully.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, items must meet the following conditions:
  • The request is made within 30 days of delivery.
  • The shoes are in unworn, unused condition with no signs of damage, scuffs, or wear on the soles or uppers.
  • All original packaging, tags, and labels are intact (e.g., shoe boxes, dust bags, size stickers).
  • The item is not a custom or personalized product (unless it is faulty).

2. How to Initiate a Return or Exchange

Follow these steps to return or exchange an item:
  1. Contact Customer Service: Email us at support@janedouglas.shop with your order number, the item(s) you wish to return/exchange, and the reason for your request.
  1. Receive Authorization: We will respond within 2 business days with a Return Authorization (RA) number and a pre-paid return label (if applicable).
  1. Package the Item: Securely pack the item(s) in their original packaging, include a copy of your order confirmation, and write the RA number clearly on the outside of the package.
  1. Ship the Return: Send the package to the address below. For exchanges, please specify the desired size/style (subject to availability):
Jane Douglas Ltd – Returns Department
121 Sandpiper Road Lordswood
SO16 8FE UK
Note: We recommend using a trackable shipping service, as we are not responsible for lost or damaged returns.

3. Refund Process

  • Once we receive and inspect your returned item (usually within 3-5 business days), we will process your refund.
  • Refunds will be issued to the original payment method used for the purchase.
  • Depending on your bank or card issuer, it may take 3-7 business days for the refund to appear in your account.
  • Shipping costs are non-refundable unless the return is due to a faulty item, incorrect size/style shipped, or an error on our part.

4. Exchange Process

  • Exchanges are subject to stock availability. If your desired item is out of stock, we will offer a full refund.
  • We will ship your exchanged item within 2 business days of receiving your return, using standard shipping (free of charge for exchanges).
  • You will receive a tracking number once the exchange is shipped.

5. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described:
  • Contact us within 7 days of delivery with photos of the issue and your order number.
  • We will arrange for a free return and provide a full refund, replacement, or exchange (at your choice).
  • For manufacturing defects discovered after 30 days, please contact us to discuss your options, as many of our products come with a 6-month warranty against defects.

6. Non-Refundable Items

The following items are non-returnable:
  • Custom or personalized shoes.
  • Items returned after 30 days of delivery.
  • Items that have been worn, damaged, or altered by the customer.
  • Items without original packaging or tags.

7. Contact Us

For questions about returns or exchanges, please email support@janedouglas.shop or call +44 7365755266. Our team is available Monday-Friday, 9:00 AM-5:00 PM GMT.
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