Refund policy

Returns

We accept returns within 14 days of delivery.

Pieces must be unworn and unwashed, with all tags attached, and returned in their original packaging. Briefs, thongs and bralets are inspected closely against those same conditions. None of this affects your rights if something arrives faulty.

How to start a return

Email support@jaede.co.uk with your order number and the pieces you would like to return. We will reply with a prepaid label and the address to send to. Please do not send anything back before you hear from us · we cannot process a return we are not expecting.

Return postage

UK returns are free and we send you the label. Returns from outside the UK are at your own cost, and we recommend a tracked service.

Refunds

Once your return reaches us it is inspected within two business days. Approved refunds go back to your original payment method within five business days. Your bank may take a few days more to show it.

Original delivery charges are refunded when you cancel a whole order under your right to cancel below. Otherwise they are not refunded.

Exchanges

We do not process direct exchanges. The quickest way to get a different size or colour is to return the original piece for a refund and place a new order.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, email support@jaede.co.uk within 14 days with your order number and a photograph. We will arrange a replacement or a full refund, including postage both ways.

Your right to cancel

If you are in the UK or the EU you have a legal right to cancel your order within 14 days of receiving it, without giving a reason, and a further 14 days to send it back to us. We refund within 14 days of receiving the goods. That right stands on its own, and where it gives you longer than the 14 days above, the longer period applies.

Contact

Jaded Limited, trading as Jaede
support@jaede.co.uk

We send the return address once your return is approved. Please do not send anything back before then.