What is the return policy?
Items can be returned within 28 days of dispatch as long as they are unused, unworn, and in their original packaging. Complimentary items, such as straps, must also be included; otherwise, their value will be deducted from the refund. Outlet products are final sale and cannot be returned or exchanged.
Are custom or personalised products returnable?
Custom and monogrammed items are non-refundable and cannot be returned or exchanged unless they are faulty. These pieces are made to order and are not eligible for change-of-mind returns.
What should customers do if they receive a faulty product?
If a product seems faulty within 12 months of purchase, customers can email hello@jlr-london.com for help. The team may offer a repair or replacement after confirming the issue. Minor differences in monogramming or hot foiling are normal and not seen as faults.
What does the 12-month warranty cover?
The 12-month warranty covers faults in stitching, zips, straps, and hardware during normal use. Damage from misuse, overstuffing, or unauthorized repairs isn't covered. This warranty gives customers confidence in the durability and quality of their purchase.
Are outlet products eligible for exchange or restock?
No, outlet products are sold as final sale and cannot be returned or exchanged. These items are heavily discounted and will not be restocked once they are sold out.
What should customers know before delivery?
Some parcels may need a signature upon delivery for security reasons. Customers should ensure that someone is available to receive the order at the delivery address. Tracking information is sent via email to help plan for a smooth delivery experience.
Can an order be cancelled after it’s placed?
Orders cannot be cancelled once they are placed because fulfillment starts immediately through a third-party service. Customers should double-check all details before finalizing their purchase.
How long does standard delivery take with Johnny Loves Rosie?
Standard delivery usually takes 3 to 5 working days once the order is placed. Customers receive an email with tracking details after the parcel is shipped. Times may vary for custom items or pre-orders, with custom pieces taking up to 7 working days before they are sent.
Is delivery free on all orders?
Orders over £100 qualify for free Royal Mail Tracked Delivery within 3 to 5 working days. For orders below £100, there is a small delivery fee of £4.95. Those who want faster delivery can choose Express Tracked 24 for £9.95, which guarantees delivery within 2 working days.
How can customers track their Johnny Loves Rosie order?
Once an order is dispatched, customers receive an email with Royal Mail tracking details. This lets them follow their parcel’s journey from dispatch to delivery. Some orders may need a signature upon delivery, so it’s best to ensure someone is available to get the package.