Return Policy

At John & Sarah Londen, we strive to provide the best customer experience possible. However, we understand that there may be occasions when a customer would like to return a product. This document outlines our clear and simple return policy to ensure your satisfaction.

Conditions for Returns

  1. Eligibility for Return:

    • You can only initiate a return after physically receiving the item.

    • Return costs are entirely the responsibility of the customer, including international shipping fees.

  2. Product Condition:

    • Items must be unused, unwashed, undamaged, and in their original condition. All labels and tags must still be attached.

    • You are welcome to try on the product, but wearing it is not allowed.

  3. Intentional Multi-Size Ordering:

    • Returning products that were purposely ordered in multiple sizes with the intention to keep only one or part of the order is not permitted.

Return Process

  1. Initiate Your Return:

  2. Return Address:

    • Upon your return request, we will send you the return address from our supplier (located in China).

  3. Return Shipment:

    • You are responsible for shipping the item back to us at your own expense, including any customs duties or shipping fees.

    • We strongly recommend using a tracked shipping method to ensure the return is securely delivered to us.

Refund Process

After receiving the returned item at the return address and confirming its condition, we will issue a refund for the full purchase amount within 14 days. The refund will be processed through the original payment method used for the purchase.

Liability

  • Lost Packages:
    We are not responsible for lost packages if the tracking information shows that the item has been delivered to the address provided by the customer.

  • Incorrect Address:
    If an incorrect address is provided during checkout, the customer is responsible for any issues that arise.

  • Address Corrections:
    If you realize there is an error in your shipping address, please notify us within 24 hours of placing the order to prevent delays or delivery issues.

Contact Information

If you have any questions or concerns about the return process, feel free to reach out to us via email at info@johnsarahlondon.com. We are here to help!