Scarlett & Jo Returns Policy | Free UK Returns Within 28 Days

We want you to love your dress. If something isn’t right, returning it is simple, free, and fast.

The Quick Answer

Return window	28 days from the date you receive your order
UK returns cost	Free via tracked Royal Mail — label included in your parcel
Exchanges	Yes — for a different size
Refund timescale	Within 10 working days of us receiving your return
Condition required	Unworn, with the white returns tag still attached

How to Return a Scarlett & Jo Order

Step 1 — Check your return is eligible

Items must be returned within 28 days of receipt, unworn, and with the white returns tag still attached. Items do not need to be in their original packaging, but must be securely wrapped to avoid damage in transit.

Step 2 — Use your free Royal Mail returns label

Every Scarlett & Jo order includes a prepaid Royal Mail returns label. Simply attach it to your parcel and drop it at any Post Office. You will be given a receipt and a tracking number — keep this safe.

Need a new label? Generate one free at royalmail.com/track-my-return/create/3915 and select James Cargo Services as the retailer. (James Cargo Services is our fulfilment partner). Enter your order number and your transaction number (which is your order number repeated).

Step 3 — Send your parcel to our returns address

Scarlett & Jo Returns Unit 4, Heathrow Logistic Park Bedfont Road, Feltham TW14 8EE

Step 4 — We’ll process your refund

Once your return arrives at our warehouse and passes inspection, your refund will be processed within 10 working days. You will receive it via the same payment method used when you placed your order.

Exchanging for a Different Size

We offer size exchanges. To request an exchange, tick the Exchange box (E) on the returns form included with your order and clearly write the size you need. We will send your replacement as soon as your return is received.

Faulty or Damaged Items

If your item arrived damaged or faulty, please contact us as soon as possible at info@scarlettandjo.com with a photo of the fault. Once we have confirmed the fault, we will refund you in full — including your original delivery charge — within 28 days of confirmation. In many cases we can arrange a replacement via express delivery.

International Returns

International customers can return items using their local postal service. Please use a tracked service, as we are unable to process refunds for parcels that do not reach us. The cost of international return postage is the customer’s responsibility.

Cancelling Your Order

If you need to cancel before your order has been dispatched, please email info@scarlettandjo.com as soon as possible. If your order has already been dispatched, you can return it using the standard returns process above. Your statutory rights are not affected.

Important: Where Did You Buy Your Dress?

Orders placed directly on scarlettandjo.com can only be returned to us by post. We cannot accept returns or exchanges at any third-party retailer, including Next, John Lewis, Simply Be, or eBay. If you purchased from another retailer, please contact them directly.

Frequently Asked Questions

How do I return a Scarlett & Jo order?

Attach the free Royal Mail returns label from your parcel and drop it at any Post Office. Items must be returned within 28 days in unworn condition with the white returns tag attached. Need a new label? Visit royalmail.com/track-my-return/create/3915 and select James Cargo Services as the retailer. Enter your order number and your transaction number (which is your order number repeated).

Are Scarlett & Jo returns free?

Yes. UK returns are free via tracked Royal Mail. A prepaid returns label is included with every order. If you need a replacement label, generate one free at royalmail.com/track-my-return/create/3915 by selecting James Cargo Services as the retailer. Enter your order number and your transaction number (which is your order number repeated).

How long do I have to return a Scarlett & Jo item?

You have 28 days from the date you receive your order to return it. Items must be unworn and have the white returns tag attached.

How long does a Scarlett & Jo refund take?

Once your return is received and inspected at our warehouse, refunds are processed within 10 working days. You will be refunded via the same payment method used at checkout.

Can I exchange a Scarlett & Jo dress for a different size?

Yes. Tick the Exchange box (E ) on the returns form and write the size you need. We will send your replacement once your return is received.

What condition must items be in to qualify for a return?

Items must be unworn, unmarked, and have the white returns tag still attached. They do not need to be in their original packaging but must be securely wrapped for transit.

Can I return a Scarlett & Jo dress bought from Next or John Lewis?

No. Items purchased from third-party retailers such as Next, John Lewis, or Simply Be must be returned directly to that retailer. Only items purchased from scarlettandjo.com can be returned to us.

What happens if my Scarlett & Jo dress arrived faulty?

Contact us at info@scarlettandjo.com with a photo of the fault as soon as possible. Once confirmed, we will refund you in full — including your original delivery charge — within 28 days, or arrange a replacement via express delivery.

How do I cancel a Scarlett & Jo order?

Email info@scarlettandjo.com as soon as possible. If your order has not yet been dispatched, we will do our best to stop it. If it has already been dispatched, you can return it using our free returns process.

Where do I send my Scarlett & Jo return?

Send returns to: Scarlett & Jo Returns, Unit 4, Heathrow Logistic Park, Bedfont Road, Feltham, TW14 8EE. We recommend using a tracked service. Note that James Cargo Services is our fulfilment and warehouse partner — this is the correct returns address.

Need More Help?

Last Updated: 27.06.2026