Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jade@jadezoe.com with RETURN as the subject line of the email.

If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns postage is NOT be covered by us. We recommend using a fully insured and tracked service to ensure we receive your returned items quickly and securely. 

Damages and issues
Every order is packaged with love and care and inspected before being dispatched from our showroom. While mistakes are very uncommon, some things are beyond our control. Please inspect your order upon delivery and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If the item is still in stock, your damaged item will be replaced. If the item is out of stock, only then will it be refunded. Damage claims made after 24 hours of a confirmed delivery may not be accepted so please contact us right away to give us as much time as possible to resolve any issues.

Beds
It is important to understand that our beds are made to order and customised to each customer's preferences. Therefore, it is your responsibility to ensure that the bed and headboard can be delivered and installed in your desired room space.

We strongly advise customers to consider the dimensions of their space and any potential obstacles before making their purchase, as we cannot be held accountable for any difficulties in fitting the items through doorways or up staircases. In the event that the bed and headboard cannot be delivered due to such issues, we regret to inform that we will be unable to offer a refund or exchange once the bed has been delivered. 

All our bed orders are sent to manufacture within 72 hours of your order being processed. If you cancel your bed order after 72 hours of your oder being processed there will be a cancellation charge of £150.00 and this will be deducted from any refund amount.

There will be no refund or exchanges if the bed order is cancelled within 1 week of the delivery date provided to you.

Exceptions / non-returnable items / sale items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards, instead we will offer you a credit note that can be used on any item both online and in our showroom and is valid for up to 12 months.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
Once you have completed your return on our portal we will then ask you to send back your item to us in its original packaging including any protective bubble wrap and/or packing peanuts. This is to ensure we get your return back safely as we cannot accept refunds on items that arrive back to us damaged, in this instance a credit note will be offered.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company up 10 business days to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at jade@jadezoe.com.