FAQs

Add the items you'd like to your bag, then proceed to checkout. You'll be asked to enter your delivery address, choose a shipping method, and complete payment. You'll receive an order confirmation by email within a few minutes.

If you need to change or cancel your order, please contact support@jaede.co.uk as soon as possible. We aim to process orders quickly, so changes are only possible if your order hasn't yet been dispatched. Once an order has shipped, we're unable to modify or cancel it, but you can return eligible items in line with our Returns Policy.

We can update your shipping address only if your order hasn't yet been dispatched. Contact support@jaede.co.uk with your order number and the corrected address as soon as possible. Once shipped, the address is locked with the courier.

Once your order has been dispatched, you'll receive a tracking link by email. You can also view your order status by logging into your Jaede account.

For UK orders, no customs fees or duties apply.

For international orders, this depends on the delivery option you choose at checkout:

• Duties & Taxes Included. All customs, duties and administrative fees are prepaid by you at checkout. No charges on arrival.
• Duties & Taxes Excluded. You pay shipping at checkout; duties and taxes are charged on arrival in your country.

Full details are in our Shipping Policy.

If your order has been cancelled, it's usually due to one of the following: a payment authorisation issue, an item becoming unavailable, an address that couldn't be validated, or suspected fraudulent activity. We'll always contact you by email to explain. If you have questions, reach out to support@jaede.co.uk.

Gift cards and items marked as "final sale" cannot be returned or exchanged. Intimates and underwear are also non-returnable for hygiene reasons, unless faulty. All other Jaede pieces are returnable within 14 days · see our Returns Policy for full details.

Many of our pieces are restocked when stock allows. To be the first to know, click "Notify Me" on any sold-out product page and we'll email you the moment it's back. You can also join our mailing list for new releases and restock updates.

We may offer pre-orders for select collections or one-off pieces. When a pre-order is available, it will be clearly marked on the product page along with the expected dispatch date. Once dispatched, standard shipping times apply.

We accept all major debit and credit cards · Visa, Mastercard and American Express · as well as Apple Pay, Google Pay, PayPal and Klarna (UK only). All payments are processed securely through Shopify Payments.

Yes. We process all payments through Shopify Payments, which is PCI-DSS Level 1 compliant · the highest level of payment security available. Your card details are encrypted and never stored on our systems.

Yes · Klarna is available at checkout for UK customers, allowing you to pay in 3 interest-free instalments or pay later within 30 days. Klarna's full terms apply.

You're charged at the moment your order is placed. If your card is declined, no charge is taken · see "Why was my payment declined?" below.

A declined payment is usually caused by one of: insufficient funds, an issuer block, an incorrect billing address, or fraud-prevention measures from your bank. Try checking your card details, using an alternative method, or contacting your card issuer. If problems continue, email support@jaede.co.uk.

Prices are displayed in the currency of your delivery country. By default, the site shows prices in GBP (£). You can change the currency at any time using the country selector in the footer.

We ship worldwide. UK orders travel with Royal Mail; international orders travel with DHL Express or FedEx. Rates for your delivery country are shown at checkout.

Standard processing time is 1-2 working days, then:

• UK Standard: Royal Mail 48, delivered within 2 working days
• UK Next Day: Royal Mail 24, ordered before 2pm on a working day
• International: DHL Express or FedEx, typically 2-4 days depending on destination

See our Shipping Policy for full courier and pricing details.

UK Standard Delivery is £6 (Royal Mail 48). UK Next Day Delivery is £12 (Royal Mail 24). Europe: €16 Standard, €26 Express. United States: $16 Standard, $38 Express. Free UK Standard Delivery on orders of £200 or more. Full rates in our Shipping Policy.

Yes · orders of £200 or more qualify for free UK Standard Delivery.

UK orders ship in branded Jaede packaging. International orders may currently arrive in courier-branded packaging while we develop our branded global packaging · we're working on it.

We ship worldwide, and rates are calculated at checkout. If your country isn't showing at checkout, email support@jaede.co.uk and we'll sort it.

Royal Mail, DHL and FedEx will typically attempt redelivery the following working day, or leave a card with collection or rescheduling instructions. If multiple delivery attempts fail and the parcel is returned to us, we'll refund the item cost minus the original shipping fee and any return charges applied by the courier.

Unfortunately, no. Once an order is placed, it enters our fulfilment system and cannot be combined with another. Each order is dispatched independently.

You have 14 days from delivery to initiate a return. Items must be unworn, unwashed, with tags attached, and free of damage. UK returns are free; international returns incur a fee. Intimates and underwear are non-returnable for hygiene reasons unless faulty. Full details in our Returns Policy.

For UK returns, visit our UK Returns Portal, log in with your order email, select your items and reason, then choose your courier. You'll receive a QR code (or printable label on request) to drop off your parcel.

For international returns, visit our International Returns Portal and follow the same steps.

Refunds are issued to your original payment method within 14 days of us receiving your return. Depending on your bank, it may take an additional 3-5 days for the refund to appear in your account.

We do not offer direct exchanges. To replace an item, please return your original order for a refund and place a new order for the size or colour you'd like. This is the fastest way to ensure the new item is reserved for you.

For hygiene reasons, intimates and underwear (bralettes, thongs, boxers and any next-to-skin item in the Foundation and Signature collections) cannot be returned unless faulty. This is in line with industry practice and consumer regulation. This exclusion is shown clearly on each product page.

We're sorry · please email support@jaede.co.uk within 3 days of delivery with your order number and clear photos of the issue. We'll arrange a replacement or refund, including any return shipping costs.

These fees are deducted from your refund. See our Returns Policy for full details.

If a package is refused due to unpaid duties or import fees, it will be returned to us. Refunds for refused shipments are processed once the items arrive back at our UK facility, and your refund will cover the cost of the goods minus the original shipping cost and a £30 return import fee.

Most Jaede pieces are designed to fit true to size. Fitted pieces (Comfort Tank, Heritage Bralette) follow a body-skimming cut. Heavyweight and Uniform pieces (hoodies, crews, joggers) are designed for an oversized fit · size up for extreme oversized.

Full measurements are in our Size Guide.

Our Size Guide shows body measurements and garment measurements for each piece. You can also access it directly from any product page via the "Size Guide" link beneath the size selector.

Unless stated otherwise on the product page, our model is 173cm and wears size Small in fitted pieces and size Medium in oversized pieces.

For fitted pieces (intimates, fitted tops) · size down for a closer fit, size up for a relaxed feel.

For oversized pieces (Uniform Hoodie, Form Crewneck) · size up if you prefer an extreme oversized look; otherwise stay true to size.

If you're unsure, email support@jaede.co.uk with your usual size in another brand and we'll guide you.

Not currently. We're working to expand our offering · join our mailing list to be the first to know when new fits become available.

Our sizing is broadly equivalent to UK standard sizing. If you typically wear a UK size 8, you'll usually wear our Small. We design with a slightly elevated standard · fits sit close to the body in fitted pieces, and oversized pieces are intentionally roomy.

Each Jaede piece is made to last when cared for properly. As a general rule:

• Machine wash cold, inside out
• Do not bleach
• Tumble dry low or hang dry
• Do not iron over branding or graphics
• Hand wash recommended to extend life

Specific care instructions are inside every garment and on each product page under "Fabric & Care".

Every Jaede piece is designed in London and crafted in Portugal by carefully selected partners committed to fair labour and exceptional craftsmanship. Read more on our Transparency page.

Our intimates and tops are made from a custom-developed 95% / 91% Modal blend with 5% / 9% Elastane · engineered in Portugal for softness, structure and longevity. Our fleece pieces use a 80% cotton / 20% polyester 290gsm fleece for the Uniform range, and a 65% cotton / 35% polyester 420gsm heavyweight fleece for the Form range. Our boxers and shirts are made from 100% cotton poplin.

Full fabric breakdown for each piece is on the product page under "Fabric & Care".

For longest life, we recommend hand washing or using a delicate cycle in cold water. Lay flat or hang to dry. Avoid tumble drying.

Wash inside out in cold water on a gentle cycle. Tumble dry low. Do not iron directly over flock logos or graphics. Wash only when necessary to preserve the fabric.

Our fabrics are pre-treated to minimise shrinkage. Following the care instructions on the garment label will keep your pieces as designed.

We're committed to making jaede.co.uk usable for everyone, regardless of ability. We believe luxury should be inclusive, and we want every visitor to be able to navigate our site, view our collections and shop comfortably.

We work toward the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard. Accessibility is an ongoing process · we test our site regularly, listen to feedback and improve where we find gaps.

If you encounter difficulty using any part of our site, please email support@jaede.co.uk with the subject line "Accessibility" and a brief description of the issue (and your device and browser if known). We take every report seriously and aim to respond within 2 working days.

The fastest way to reach us is by email at support@jaede.co.uk. We respond to all enquiries personally · there's no bot in between.

We aim to respond within 1-2 working days. During busier periods (launch weeks, sample sales), it may take slightly longer. We respond in the order messages are received.

Not yet. Jaede is currently online-only at jaede.co.uk. As we grow, we may host pop-ups or trunk shows · sign up to our mailing list to be the first to know.

For press, wholesale, partnership or collaboration enquiries, please email support@jaede.co.uk with a brief introduction to your enquiry. Our team will route your message to the right person.