Returns & Refunds

EXCHANGES

Exchanges are permitted on like-for-like product (same product but different size or colour).  To be eligible for exchange, items must be returned within 30 days of your purchase date in their orginal as-new condition and with a completed Product Returns Form enclosed.  Hangtags and labels should still be attached. 

Returning goods in transit are your responsibility until received by us.  We advise you to use a recorded postal service. 

All correctly returned products will be exchanged within 3-5 days from date of receipt and returned to you at our expense.

See 'Returns Procedure' below for further instructions.  

REFUNDS

To be eligible for refund, items must be returned within 30 days of your purchase date in their orginal as-new condition and with a completed Product Returns Form enclosed and hangtags and labels still attached. 

All correctly returned products will be refunded to the original card/account used.  Depending on payment method, refunds will normally appear in your account 3-10 days after receipt of the item. Any shipping fees on the original order are final and will not be refunded. 

Returning goods in transit are your responsibility until received by us.  We advise you to use a recorded postal service. 

See 'Returns Procedure' below for further instructions. 

RETURN POSTAGE COSTS

For all items returned for an exchange or refund, postage costs fall to the customer. For all items returned as faulty, and accepted as so by us, the postage costs will be reimbursed by Jöttnar to the customer at a rate equivalent to Royal Mail’s First Class Recorded service (UK customers) or Royal Mail’s International Signed For service (international customers).

INTERNATIONAL RETURNS

All packages being returned to us from outwith the UK must be marked ‘Goods returned under warranty’. We will not accept customs charges incurred due to incorrectly labelled returns. 

RETURNS PROCEDURE

  1. Please email us at [email protected], explaining the reason for the return and including your Order Number.
  2. On receipt of this request we will email you a Returns Authorisation Number which you should insert on the Product Return Form that was included with your order. If you require a new one, please ask us to email you a copy.
  3. Return the product and the completed Product Return Form to: Jöttnar, Torque Logistics, Wortley Moor Road, Wortley, LEEDS, LS12 4JH.