Refund policy
30-day returns
If you are not completely satisfied, you have 30 days from the day your order is delivered to request a return. Contact us within that 30-day window and we will take it from there.
Condition of returned items
To be eligible for a return, an item must be unworn, undamaged and in the same condition you received it, with any original packaging included. We cannot accept items that show signs of wear, have been altered or resized, or have been damaged after delivery.
How to start a return
Email support@jamessarahboston.com with your order number and the item you would like to return, and tell us briefly what went wrong. We will reply with return instructions and the return address.
Please contact us before sending anything back. Returns sent without approved return instructions may not be processed.
Proof of purchase
Your order number or order confirmation email is all we need.
Damaged, defective or incorrect items
If your item arrives damaged or faulty, or we sent the wrong item, email us within 30 days of delivery with your order number and a photo of the item. We will arrange a replacement or a full refund, and we cover the return shipping cost in these cases. You will not be out of pocket for our mistake.
Return shipping
For change-of-mind returns, you arrange and pay for return shipping. We recommend a tracked service, as we cannot refund an item that does not reach us. Original shipping was free, so there is no shipping charge to refund.
For damaged, defective or incorrect items, we cover return shipping as above.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order, so you are not waiting on two shipments in sequence. If you would prefer a direct exchange, email us and we will do our best to arrange it.
What we cannot accept
- Items requested for return more than 30 days after delivery
- Items that are worn, altered, resized or damaged after delivery
- Items returned without contacting us first for return instructions
Refunds
Once your return arrives and we have checked it, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5 business days of us receiving the item. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the money to appear on your statement.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, email support@jamessarahboston.com and we will chase it.
Cancelling an order
If you change your mind before your order ships, email us as soon as possible and we will cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but you can still return it under the 30-day policy above.
Questions
Email support@jamessarahboston.com. We reply within 1 to 2 business days.