Returns & Refunds Policy
Last updated: 12 October 2026
At Jáde, we take pride in creating beautiful handbags that celebrate African heritage and contemporary elegance. We want you to love your purchase and shop with confidence.
If something isn't quite right, please review our returns and refunds policy below.
1. Returns & Cancellations
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your item, without providing a reason.
Once you have notified us of your decision to cancel, you have a further 14 days to return the item.
To help ensure a smooth return, we ask that handbags are returned:
- In their original condition, with no signs of wear beyond what is necessary to inspect them.
- With all original accessories and packaging, where available.
- Securely packaged to prevent damage during transit.
You may inspect your handbag as you would in a physical shop. However, we reserve the right to make a lawful deduction from your refund if the item has diminished in value due to excessive handling.
2. How to Request a Return
To request a return, please contact us at contactteamjade@gmail.com with your order number and a brief description of your request.
We will provide instructions for returning your item, including the relevant return address.
Please do not send items back without first contacting us, as this may delay processing.
3. Return Shipping Costs
For change-of-mind returns, customers are responsible for return postage costs, provided this was communicated before purchase.
We recommend using a tracked postal service and retaining proof of postage.
If your handbag arrives faulty, damaged or incorrect, Jáde will cover reasonable return postage costs where required by law.
4. Refunds
Once we receive your returned item, we will inspect it and process any refund due.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned item or evidence that it has been sent back, whichever is earlier.
For eligible cancellations, refunds include the original standard delivery charge. Additional costs for premium or express delivery are not refundable beyond the standard delivery rate.
Please note that your bank or payment provider may take additional time to reflect the refund in your account.
5. Damaged, Faulty or Incorrect Items
We carefully inspect our handbags before dispatch. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as possible at contactteamjade@gmail.com.
Where possible, include your order number and photographs of the issue so we can resolve it promptly.
Depending on the circumstances and your statutory rights, we will arrange an appropriate refund, repair or replacement.
Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject faulty goods for a refund. Additional rights may apply after this period.
6. Pre-Orders
Where products are offered on a pre-order basis, the estimated dispatch or delivery timeframe will be communicated before purchase.
Standard cancellation rights generally apply to pre-ordered handbags, including during the pre-order period and for 14 days after delivery.
If there is a significant delay or we are unable to fulfil your order, we will contact you to discuss the available options, including cancellation and a refund where applicable.
7. Handmade & Woven Fabric Characteristics
Our handbags celebrate the distinctive beauty of traditional Aso-Oke textiles.
Due to the nature of woven fabrics, minor variations in texture, weave or pattern placement may occur between individual pieces.
These natural characteristics contribute to each handbag's individuality.
However, this does not affect your rights if a product is faulty, damaged or materially different from its description.
8. Exchanges
We do not currently offer direct exchanges.
If you would prefer a different design or colour, please return your original purchase in accordance with this policy and place a new order.
Your statutory rights remain unaffected.
9. Contact Us
We aim to respond to customer enquiries within 2 working days. For any questions concerning returns, refunds or your order, please contact:
Jáde Customer Care
Email: contactteamjade@gmail.com
Return address: Provided upon request
Your Statutory Rights
Nothing in this policy limits or excludes your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.