Return & Refund Policy
We want you to love your Let’s Jam order. If you've changed your mind, that's absolutely fine.
We've made our UK returns process simple — and for eligible UK online orders, we'll even cover the cost of sending your return back to us.
1. CHANGED YOUR MIND? YOU HAVE 14 DAYS
If you've purchased from us online, you can tell us that you wish to cancel and return your order within 14 days of receiving it — no reason required.
Once you've told us that you'd like to cancel, you then have a further 14 days to send the goods back to us.
To start your return:
2. CONDITION OF RETURNED ITEMS
You are allowed to inspect and handle your purchase in the same way that you reasonably would if you were viewing it in a shop.
We ask that returned products are, wherever possible:
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Unworn and unused
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Returned in their original condition
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Returned with their original packaging, labels, cards and accessories
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Carefully packaged to prevent damage during the return journey
We understand that you may need to remove an item from its packaging to inspect it.
If an item has been worn, used, damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any reduction in its value, where permitted by law.
Your statutory rights are not affected.
3. FREE UK RETURNS 🇬🇧
Changed your mind? We've made returning your order easy.
For eligible UK online orders, returns made through our designated returns service are FREE OF CHARGE.
HOW IT WORKS
STEP 1 — Start your return
CLICK HERE to access our returns service.
STEP 2 — Enter your details
Follow the instructions and select the item or items you'd like to return.
STEP 3 — GET YOUR QR CODE
Follow the instructions provided by the returns service to generate your return QR code.
STEP 4 — PACK YOUR RETURN
Carefully package your items so that they're protected during transit.
STEP 5 — DROP IT OFF
Take your parcel to the location indicated by the returns service and follow the instructions for your QR code.
Please keep your receipt or proof of postage until your refund has been completed.
Free returns are available through our designated return service for eligible UK orders only.
4. INTERNATIONAL RETURNS 🌍
We accept eligible international returns, but our free returns service is available in the UK only.
If you're returning an eligible order from outside the UK because you've changed your mind, you will normally be responsible for arranging and paying for the return postage, subject to any mandatory consumer rights that apply in your country.
We strongly recommend using a tracked return service and keeping your proof of postage until your refund has been completed.
To start your international return:
CLICK HERE
If an international item is faulty, damaged or incorrect, please contact us before returning it so that we can provide the appropriate instructions.
5. WHEN WILL I RECEIVE MY REFUND?
Once your return has been received, we'll process your refund as quickly as possible.
Where your statutory UK cancellation rights apply, we will refund you without undue delay and within 14 days of receiving the returned goods or, where applicable, receiving evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Please remember that your bank or payment provider may take additional time to display the money in your account after we have issued the refund.
6. WHAT HAPPENS TO THE ORIGINAL DELIVERY CHARGE?
Where your UK statutory cancellation rights apply, we will refund the price you paid for the goods together with the cost of our standard delivery service, where you paid for standard delivery.
If you chose a more expensive delivery method — such as express or upgraded delivery — we are only required to refund an amount equivalent to our least expensive standard delivery option.
If your original standard UK delivery was free, there is of course no outbound delivery charge to refund.
7. FAULTY, DAMAGED OR INCORRECT ITEMS
This is different from simply changing your mind.
If an item is:
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Faulty
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Damaged
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Not as described
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Not of satisfactory quality
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Not fit for its intended purpose
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Different from the item you ordered
please contact us as soon as possible.
Please provide your order number, a description of the problem and, where appropriate, photographs showing the issue.
Please contact us before returning a faulty or incorrect item so that we can provide the appropriate return instructions.
Your rights for faulty goods
Our 14-day change-of-mind policy does not replace or limit your statutory rights.
Under the Consumer Rights Act 2015, consumers have separate legal remedies when goods are faulty.
This can include a 30-day short-term right to reject qualifying faulty goods and receive a refund.
After the initial 30-day period, you may have further statutory rights to a repair, replacement, price reduction or refund depending on the circumstances.
Nothing in this policy limits those rights.
8. EARRINGS & HYGIENE-SENSITIVE PRODUCTS
Certain sealed products may be excluded from the statutory change-of-mind cancellation right where they are sealed for health protection or hygiene reasons and have been unsealed after delivery.
Where this legal exception applies, we cannot accept a change-of-mind return once the relevant hygiene seal has been broken.
This exception does not affect your statutory rights if an item is faulty, damaged or not as described.
9. PERSONALISED & CUSTOM-MADE PRODUCTS
Products that have been made to your specifications or clearly personalised are normally excluded from the statutory change-of-mind cancellation right.
This may include products that have been specifically personalised, engraved or custom-made for you.
This does not affect your statutory rights if the product is faulty, damaged, not as described or otherwise does not conform to the contract.
10. SALE ITEMS
Being in a sale does not remove a customer's statutory rights.
Eligible online sale products therefore have the same applicable cancellation rights as full-price products.
Faulty sale items also remain protected by your statutory consumer rights.
11. BUNDLES, MULTI-BUYS & PROMOTIONAL OFFERS
If your order was purchased as part of a multi-buy, bundle, discount or promotional offer, returning one or more products may affect the promotion.
Where permitted by law, if the items you keep no longer qualify for the original promotion, your refund may be recalculated to reflect the price applicable to the items retained.
For example, if a discount was conditional on purchasing a particular number or combination of products, returning part of that qualifying purchase may mean that the retained items no longer qualify for the same promotional price.
Where a free gift was supplied specifically because your purchase qualified for a promotion, we may require the promotional gift to be returned with the qualifying goods where permitted by law and by the terms of the promotion.
Your statutory rights are not affected.
12. EXCHANGES
If you'd like another colour, style or product, the simplest option is usually to return the original eligible item for a refund and place a new order.
This also means that you don't have to wait for us to receive your return before ordering your replacement.
13. CANCELLING BEFORE YOUR ORDER IS DISPATCHED
If you've just placed an order and want to cancel it, please contact us as soon as possible.
If we are able to stop the order before it leaves us, we'll cancel it and arrange the appropriate refund.
If the parcel has already been dispatched, you can use our returns process once you receive it.
14. PROOF OF PURCHASE
We may ask you to provide reasonable proof that the item was purchased from Let’s Jam when processing a return or statutory claim.
This may include your order confirmation, receipt or other appropriate proof of purchase.
15. RETURNS FROM OUR PHYSICAL SHOP
Please remember that change-of-mind rights are different for purchases made in person.
The statutory 14-day cancellation right described above applies to qualifying distance purchases, such as purchases made through our website.
For purchases made in one of our physical shops, there is no general statutory right to a refund simply because you have changed your mind.
This does not affect your statutory rights where an item purchased in-store is faulty, not as described or otherwise does not conform to the contract.
16. NEED HELP?
We're a small independent business and we're always happy to help.
If you're unsure about a return, refund or faulty product, please contact the Let’s Jam team directly on the chat box or contact Laetitia at Laetitia@letsjam.co.uk and include your order number wherever possible.
We'll do our best to get everything sorted quickly and smoothly.
Thank you for shopping with Let’s Jam ♡
Nothing in this Returns & Refunds Policy excludes, restricts or otherwise affects your statutory consumer rights.