Refund policy

Our return window

You have 30 days from the date of delivery to return an item for a refund.

What can be returned

Items must be unworn, unwashed and in their original condition, with any tags still attached and in their original packaging where possible. Please include your order number or another proof of purchase with your return.

For hygiene reasons we can't accept returns of earrings, underwear, swimwear bottoms or face coverings unless they arrived faulty or incorrect. Items marked as final sale can't be returned unless faulty or incorrect.

How to start a return

Email support@jacksonandashley.com with your order number, the items you'd like to return and why you're returning them. We reply within one business day with your return instructions and the return address.

Please bear in mind that approved returns go to our returns facility, which is located outside the United States, so international return postage applies. Since we'll confirm the address and the best way to send your return first, please wait until you hear from us before sending anything back. Items sent back without instructions may not be processed.

Return shipping

Return shipping costs are paid by you, unless the item arrived faulty, damaged or was not what you ordered. In those cases we cover return shipping in full. We recommend using a tracked service, as we can't be responsible for returns lost on the way back to us.

We don't provide prepaid return labels, and there are no restocking fees ($0) on any return.

Refunds

Once your return arrives, we check it over and let you know by email. Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card provider may take a little longer to show the credit.

Original shipping was free, so there are no shipping charges to refund.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or isn't what you ordered, email support@jacksonandashley.com within 30 days of delivery with your order number and a photo. We will send a replacement, repair the item or give you a full refund, and we cover any return shipping.

Exchanges

You can exchange an item for a different size or color within 30 days of delivery, as long as it meets the conditions above. Email support@jacksonandashley.com with your order number and the size or color you'd like, and we'll guide you through it.

If you need the new item in a hurry, the quickest option is usually to send the original back for a refund and order the size or color you want separately.

Cancellations

To cancel, email support@jacksonandashley.com as soon as possible. We can cancel any order that hasn't been processed yet. Canceled orders are refunded to your original payment method within 5 to 10 business days.

Lost orders

If your order still hasn't arrived 15 business days after it ships, contact support@jacksonandashley.com with your order number and we'll look into it with the carrier.

Contact

Email support@jacksonandashley.com or call +1 (917) 764-1369, Monday to Friday, 9am to 5pm ET. We reply within one business day.

Jackson & Ashley, 19-50 Steinway St, Astoria, NY 11105, USA