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Returns and Exchanges

Returning Goods

We hope that you will be delighted with your purchases, however, should you wish to return anything purchased from the website, we will be happy to refund an item, provided it is returned to us in a fully re-saleable condition within 28 days of receipt;

All purchases must be returned in their original condition and be unmarked. Items do not have to be returned in their original packaging, but should be returned in a suitable parcel or package, keeping the item(s) safe from any possible damage.

If you consider there to be a shortage in your order, please contact us within 14 days of receipt of your order so that we can rectify your order appropriately.

If you return part or all of your order, we will not refund you the delivery charge as this part of our service to you has been completed.

Once the products are back at out warehouse and we have had an opportunity to inspect them and check that they are in re-saleable condition then we will process the refund in respect of the price of the product, excluding any delivery charges as soon as possible and in any case within 5 working days of us receiving the product in our warehouse. You have a legal obligation to take reasonable care of the products while they are in your possession.

If you contact us outside of the applicable period set out above and the products are not defective in any way, then we may at our discretion accept a return of the products, however, you may not receive a full credit in respect of the price you paid for the products and your refund may be by way of a credit note.

If you consider a product to be defective, damaged or faulty prior to use, please contact us as soon as possible after receipt of your purchase(s). Once the products are back at our warehouse and we have had an opportunity to inspect them, we will notify you of your refund via email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 28 days of the day we confirmed to you via email that you were entitled to a refund for the defective product.

Products returned by you in accordance with the above which have a verifiable defect will be refunded in full, including a refund of the delivery charges for sending the item to you.

We will usually refund any money received from you using the same method of payment originally used when placing your order. In the cases of incorrect, damaged or faulty goods, if we agreed to send you a replacement product, the delivery charge for a replacement to be sent out, will not be charged.

Please note that purchases made from the Scarlett & Jo website can only be returned by post directly to us. They can not be exchanged or refunded at any sale outlet store or concession which includes Evans, Simply Be, Yours and other small independent retailers. This is also the case with Ebay.

We can not accept returns for products purchased otherwise than via the Scarlett & Jo website. Please contact the store or website from where you purchased the goods. 

 

Returns Process

All returns must be sent back to our warehouse at the following address:

Scarlett & Jo Returns
Exclusive Logistics
Unit B Dewar House
Central Road
Harlow
CM20 2ST
United Kingdom

To return an item, you must return them with all their tickets and labels attached. Item(s) have to be returned in their original packaging, safe from any damage.

Free UK Returns with CollectPlus

  • Attach the CollectPlus label received with your parcel
  • If you did not receive a returns label with your package you can download one here https://www.collectplus.co.uk/returns/new/scarlettandjo.
  • Enter your order number, indicate if you are Returning or Exchanging, then print and attach the label to your parcel
  • Drop off your parcel in-store, where you will be given a receipt and a tracking code.
  • Please see the CollectPlus website for the locations of their stores.
By Post (please note we are unable to refund the postage cost of returns made via post):
  • All products purchased from Scarlett & Jo must be returned to our warehouse to the address mentioned above and be in pristine condition.
    • Take the parcel to your nearest Post Office, the cost of returning an item to Scarlett & Jo is at your own expense.
    • We recommend you use a tracked service as we are unable to refund items that do not reach us
    • Please allow up to 10 working days for your parcel to be delivered back to our warehouse, your return will then be processed within 5 working days.
    International returns 

    Return your parcel using your local postal service. Please note the cost of returning your parcel is your responsibility and we recommend you use a tracked service as we are unable to refund items that do not reach us.

     

    Cancelling your order

    If you would like to cancel your order before you have received your goods, please contact us as soon as possible by email at info@scarlettandjo.com so that we can attempt to stop delivery. If your order has already been dispatched we may still charge you for delivery.

    Your statutory rights are not affected.

     

    Exchanging Goods

    We offer exchanges of the same garment in different size only. Please indicate in your returns note if you want to exchange your item, and let us know the size you will need. Your exchanged item will be sent to you free of charge.

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