Returns & Refunds Policy

Effective Date: 3 November 2025
Last Updated: 3 November 2025

We hope you love your purchase from By Jess, but if something isn’t quite right, we’re here to help.

1. Overview

Because our products are handmade using second-hand, preloved, minorly defected or deadstock fabrics, each item is unique. We take care to describe and photograph all products accurately, including any signs of wear or imperfection.

Please read item descriptions carefully before placing your order.

2. Eligibility for Returns

We accept returns if the item arrives damaged, faulty, or not as described and you contact us within 14 days of receiving your order.

To request a return, please email jessica@by-jess.co.uk with your order number, the item you wish to return and a short description of the issue (and photos, if applicable). Once approved, we’ll send you instructions for returning the item.

3. Condition of Returned Items

To qualify for a refund items must be returned in their original condition, unused, and with any original packaging. We reserve the right to refuse a refund if the item shows signs of wear or damage not previously noted.

4. Return Shipping

Customers are responsible for the cost of return postage. We recommend using a tracked service (e.g., Royal Mail Tracked) to ensure your return reaches us safely.

5. Refunds & Exchanges

Once we receive and inspect your returned item, we’ll notify you by email. If approved, a refund will be issued to your original payment method (processed securely via Squarespace Payments / Stripe). Please allow 5–10 business days for the refund to appear in your account.

Unfortunately, we cannot accept returns or refunds for items marked final sale or non-returnable, custom/commissioned prints or items returned outside the 14-day return period.

We do not currently offer exchanges, as most items are one-of-a-kind.
If you’d like a different item, please place a new order through our website.

6. Order Cancellations

If you wish to cancel your order, please contact us at jessica@by-jess.co.uk as soon as possible. If your order hasn’t yet been shipped, we’ll cancel and refund it in full. Once shipped, you may still request a return following the process above.

7. Faulty or Damaged Items

We take great care to ensure your order arrives safely.
If your item is damaged in transit or faulty, please contact us within 7 days of receipt with photos of the damage. We will arrange a replacement (if available) or issue a full refund, including shipping costs.

8. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact us:

Email: jessica@by-jess.co.uk

Website: www.by-jess.co.uk