Refund policy

Returns, Exchanges & Refunds Policy

Last updated: Saturday, 20th December 2025

At AmberJo Clothing, we want you to love every piece you purchase from us - whether online or in store. If something isn’t quite right, this policy explains how returns, exchanges and refunds work.

This policy does not affect your statutory rights under UK consumer law.

1. Return Window
  • We offer a 30-day return period. 
    • Online orders: 30 days from the date you receive your order.
    • In-store purchases: 30 days from the date of purchase.

For online orders, you also have a 14-day cooling-off period beginning the day after you receive your goods, during which you can cancel for any reason.

2. How to Start a Return (Online Orders)

All online returns must be initiated through your customer portal:

👉 www.amberjoclothing.co.uk/account

Requests submitted by email or social media will not be accepted.

Once you submit your return request, we will review it within 2–3 business days. If approved, you will receive full instructions and a return shipping label (where applicable).

Items sent back without an approved return request will not be accepted.

3. Where to Send Returns

If your return is approved, please send items to:

AmberJo Clothing, 2 Wright Street, Southport, PR9 0TL

Unless otherwise stated (e.g. faulty goods or statutory cancellation), customers are responsible for return postage. We strongly recommend using a tracked service.

AmberJo cannot be held responsible for returns lost in transit.

4. Eligibility Requirements

To be eligible for a return, items must be:

  • In the same condition as received
  • Unworn and unused (trying on is fine, but must show no signs of wear)
  • With all original tags and labels attached
  • In their original packaging, where reasonably possible
  • Accompanied by a receipt, order confirmation or proof of purchase

We cannot accept returns that show any of the following:

  • Makeup marks
  • Tan or deodorant marks
  • Smoke, perfume or body odours
  • Pet hair
  • Damage, alterations or signs of wear
  • Missing labels or removed hygiene seals

Any item returned in such condition will be refused and returned to the customer at their cost.

5. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or refunded (unless faulty):

  • Earrings and all pierced jewellery
  • Underwear, bodysuits, shapewear
  • Swimwear with damaged/removed hygiene seals
  • Beauty and personal care items where hygiene seals are broken
  • Opened cosmetics
  • Gift cards and digital vouchers
  • Custom, personalised or made-to-order items

We also do not accept returns on sale or clearance items, unless they are faulty.

6. In-Store Returns & Exchanges

For purchases made in-store:

  • Items can be returned within 30 days with a valid receipt.
  • Items returned to store will be inspected and, if eligible, refunded to the original payment method.
  • Exchanges may be offered where stock allows.

Online orders may be returned in store only after approval via the customer portal.

7. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is faulty, damaged, or incorrect, contact us immediately at:

📩 returns@amberjo.co.uk

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item

Where a fault is confirmed, we will offer a repair, replacement or refund and cover reasonable return postage costs.

8. European Union - 14 Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel your order within 14 days for any reason.

Returned items must meet the same eligibility conditions listed above.

9. Exchanges

Online:

The fastest way to get a replacement item is to:

  1. Submit a return via the customer portal
  2. Once approved, return the original item
  3. Place a new order for the item you want

In store:

Exchanges can be processed immediately if stock is available.

10. Refunds

Once your return is received and inspected, you’ll be notified whether your refund is approved or rejected.

If approved, we will refund:

  • To your original payment method
  • Within 10 business days of approval

Please note:

  • Your bank or card provider may take additional time to process the refund.
  • Original shipping costs are non-refundable, unless:
    • the entire order is cancelled under your statutory rights,
    • or the item is faulty or mis-described.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at:

📩 returns@amberjo.co.uk

11. Partial Refunds & Deductions

If an item is returned in a condition that reduces its resale value (e.g. minor marks, damaged packaging), we may issue a partial refund at our discretion.

12. Unauthorised / Late Returns

We reserve the right to:

  • Refuse any return not submitted via the customer portal
  • Refuse packages received after the returns window
  • Return unauthorised items to the customer (postage fees apply)
13. Excessive or Fraudulent Returns

To protect our business, we may limit or refuse future returns or orders from customers who display patterns of:

  • Excessive returns
  • Wardrobe-wearing
  • Chargeback misuse
  • Fraudulent claims

This will only be done in accordance with UK consumer protection laws.

14. Order Cancellations

Orders cannot be cancelled once they have been packed or shipped.

15. Contact Us

If you have questions about this policy:

📩 returns@amberjo.co.uk

🌐 www.amberjoclothing.co.uk/account

We are always happy to help.