Refund policy
Thank you for shopping with us. We want you to love your purchase. If you’re not completely satisfied, we’re here to help you sort it out quickly.
1. Return Window
You have 30 days from the date your order is delivered to request a return.
2. Return Conditions
To be eligible for a return, your item must meet the following criteria:
- Condition: Items must be unworn, unused, and unwashed.
- Tags: All original tags must remain attached to the item.
- Packaging: Items must be returned in their original packaging, in the exact same condition you received them.
Please Note: We may refuse returns that do not meet these conditions upon inspection.
3. What Can Be Returned?
We accept returns for both defective and non-defective (change of mind) products, provided they meet the conditions listed above.
4. How to Make a Return (Return Method)
All returns are processed by mail. To initiate a return, please follow these steps:
- Contact our customer support team at support@jivoca.co.uk with your order number and the reason for the return.
- We will provide you with the return mailing address and instructions.
- Package your item securely and mail it back to us using your preferred shipping carrier.
5. Return Shipping Costs & Restocking Fees
Defective Products: If the item arrived damaged, or defective, we will cover the return shipping costs (or provide a pre-paid label).
Non-Defective Products / Change of Mind: If you are returning an item because you changed your mind, ordered the wrong size, or no longer want it, the customer is responsible for paying the return shipping costs.
We do not charge restocking fees for returned items.
6. Exchanges
Need a different size or colour? We are happy to help you swap it out, We accept exchanges for the same item in a different size/colour, or for an alternative item of equal value.
To request an exchange, please mention this when you contact our support team. The item you are sending back must still meet our standard return conditions.
7. Refund Processing Time
Once your returned item is received and inspected, we will send you an email to notify you that we have received your item.
Processing Time: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days of us receiving the item.
Bank Delays: Please note that depending on your bank or credit card company, it may take an additional 2–5 business days for the funds to officially post to your account.
Contact
If you have any questions about our return or refund process, please reach out to us:
Email: support@jivoca.co.uk