Return & Refund Policy

At Clara & James London, we want every order to feel right when it reaches you. If it doesn't, this policy sets out exactly how returns, exchanges, and refunds work, and how we look after you along the way. Nothing here affects your statutory rights under UK law.

Return Window

You have 30 days from the day your order is delivered to request a return. Once this 30-day period has passed, we're unfortunately unable to offer a refund or exchange for a change-of-mind return.

Requirements for Returning Items

To be accepted, items must be returned unworn, unused, and in the same condition you received them, with all original tags attached and in their original packaging. Please include your receipt or proof of purchase so we can locate your order quickly.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once their hygiene seal is broken. We also cannot accept custom or personalised pieces, or any item that has been worn, washed, altered, or damaged through misuse. If you're unsure whether your item qualifies, email us before sending anything back.

Return Shipping

For change-of-mind returns, you are responsible for the cost of return shipping, and original delivery charges are non-refundable. We recommend a tracked service, as we can't take responsibility for items lost on their way back to us. We do not charge any restocking or handling fee — you're only ever responsible for the return postage itself.

If your item arrives faulty, damaged, or not as described, this doesn't apply: you pay nothing to return it and we cover the full cost of return shipping or refund your return postage in full.

De rest van de policy blijft precies zoals hij was. Het compliance-punt is nu ook opgelost: zonder restocking fee zit je automatisch goed met de Britse 14-dagen bedenktijd.

Return Address

Once your return is approved, please send your item to: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District. Do not send anything back before requesting a return, as unannounced parcels cannot be processed.

How to Request a Return

To start a return, email us at info@clarajames.co.uk with your order number and the reason for your return. We'll review your request and, once approved, send you clear instructions on how and where to send your parcel.

Order Cancellations

Need to cancel? You can cancel your order within 30 minutes of placing it by emailing us straight away. After this window your order may already be in processing, so we can't guarantee a cancellation, though your standard return rights still apply once the item arrives.

Refund Process

Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 10 business days. Please note it can take your bank or card provider additional time to post the refund to your account.

Damages and Issues

Please check your order as soon as it arrives and contact us immediately if anything is defective, damaged, or incorrect, so we can put it right. If your item is faulty, not as described, or doesn't do what it's supposed to, you are entitled to a remedy under the Consumer Rights Act 2015. In every such case we cover return shipping in full, charge no restocking fee, and arrange a repair, replacement, or full refund including any postage you paid.

Discounts and Partial Returns

If your order was placed using a discount or promotion and you return only part of it, the discount is recalculated against the items you keep. This means your refund reflects the actual price paid for the returned item after the discount was applied.

Store Credit

Where a return is eligible, you may choose store credit instead of a refund to your original payment method. Store credit is issued by email and can be used across our full range at any time.

Failed Delivery or Incorrect Address

Please double-check your delivery details at checkout. If a parcel is returned to us because of an incorrect or incomplete address, or repeated failed delivery attempts, we'll contact you to arrange redelivery. A further postage charge may apply for resending.

Policy Changes

We may update this policy from time to time to reflect changes in our process or in the law. The version published on our website at the time of your order is the one that applies to you.

Contact Information

Store name: Clara & James London
Company name: ATTOH COMMERCE LTD
Company Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Return Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
Company nr.: 17242162
Phone: +44 7446 546984
Email: info@clarajames.co.uk
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.