If your off-the-peg garment doesn't fit you
If your off-the-peg item(s) doesn't fit you, then we can exchange the item(s) for a different size, as long as you let us know within 7 days of the order being delivered to your address, and as long as the original item is returned in an unworn and saleable condition. The return address is 29 Marie Curie House, Sceaux Gardens, Camberwell, London, SE5 7DG, UK. Please make sure you get, at the very least a proof of posting, as we cannot be held responsible for any items that go missing during the return delivery to us.
Manufacturing faults and returns to Jed Phoenix of London
We hope that you will be delighted with your purchase. If, however, there is a manufacturing fault with your off-the-peg garment, you must be reported in detail by email within 14 days of the delivery being received by tyou. Where possible it is helpful to provide photographs of the fault.
If a fault arises with the item ordered within 2 months of delivery to your address, this should also be reported to Jed Phoenix of London by email for negotiation as to it’s rectification.
If it is agreed, the item must then be returned to; Jed Phoenix of London, 29 Marie Curie House, Sceaux Gardens, Camberwell, London SE5 7DG, UK.
You should obtain a receipt for the postage costs and forward this to Jed Phoenix of London, 29 Marie Curie House, Sceaux Gardens, Camberwell, London SE5 7DG, UK in order to qualify for a postage refund.
We will inspect the damage and make an assessment of its cause. We will inform you of our assessment and the course of action proposed.
Where we believe the fault is as a result of manufacture defect we will make repairs to the item. Where this is not possible, we offer you a replacement identical, or to the value of the original garment. This will be at no additional cost to you.
The offer of an equivalent e.g. credit note or refund is made at the discretion of JPoL and we reserve the right not to make this offer.
On receipt of the garment we will make an assessment of the cause of damage. Damage to the garment through improper, excessive use, or natural wear and tear will not be repaired without charge. We will inform you of the estimated cost for repair before starting work. Payment for any repair work will need to be made before work commences. If you choose not to have your garment repaired JPoL will return the garment at no cost to you.
Where we believe damage is through improper, excessive use or natural wear and tear we will not offer you a replacement or refund.
Terms and conditions and your cooling off period/right to cancel
In accordance with the Distance Selling Regulations 2000, you have a cooling off period of 7 working days after your goods are received.
If you wish to cancel your JPOL order, you must inform us in writing - by letter to Jed Phoenix of London, 29 Marie Curie House, Sceaux Gardens, Camberwell, London SE5 7DG, UK or by email of your decision to cancel. We will reply to your correspondence within 7 working days of receipt, acknowledging your intention to return the order.
It is advisable that, if you do wish to exercise your right to cancel, that you follow up your written correspondence with a telephone call to +44(0)20 7703 2057 or +44(0)7092 107029, to ensure that your letter or email has been received by us.
Items should be posted to Jed Phoenix of London, 29 Marie Curie House, Sceaux Gardens, Camberwell, London SE5 7DG, UK.
Items received that have been damaged in transit through improper or inappropriate packaging will not be eligible to a refund.
It is your responsibility to pay the full postage for the return of the cancelled order. We will not reimburse the postage cost for returning orders to us, nor will we reimburse any Paypal fees on the order transaction.
You should obtain proof of posting, at the very least, that can be produced in the event that you need to prove that you have returned the goods. We reserve the right not to make a reimbursement where items are not received and a proof of posting not is provided.
To be eligible for a full refund you must return the unworn or unused item within 7 working days of the notification to cancel.
If you would rather return your order in person, please let us know in your email or letter informing us of your decision to return the order. We will then discuss with you the most appropriate venue for return. Orders being returned in person must be done so within 30 days of notification.
On receipt of the return we will inspect the item. Where we reasonably believe the garment has been worn or used, we reserve the right not to reimburse you. In this case we will inform you or our decision. We will then post the garment back to you or arrange for you to collect it from us.
Where we assess your garment has been returned in an unworn and unused condition we will reimburse your money as soon as possible. This will be within a maximum period of 30 days.
Exceptions to the right to cancel an order
We make every effort to ensure bespoke tailoring specifications are detailed and to your requirements. It is your responsibility to be sure that you are happy with the bespoke or individual tailoring specification at the point of order.
Where we have made a garment to any specification outside our standard range your order will NOT be subject to the Distance Selling Regulations 2000, unless the finished bespoke item is not to your original specification.
Changes made to the original specification may be subject to an additional charge. We will discuss the full cost, for additional manufacture and or materials, at the point the changes are agreed. Full payment for changes is payable before work on changes begins.
Where the finished item is not made to the original specification we will make required changes at no additional cost to you.