It's important to be aware of our terms and conditions before you make a purchase from this website.
About ordering from Jed Phoenix of London
All off-the-peg garments that are not already in stock are made to order. This does take time and we ask that you allow up to 28 days for your order to be processed, manufactured and delivered to within the UK and up to 42 days for your order to be processed, manufactured and delivered to outside the UK.
All orders to Jed Phoenix of London are processed in the order they are received. If you have a specific deadline, please let us know at the time of ordering. Where possible we will make every effort to meet the time specification, though this may not always be possible.
If there is an expected delay in getting your order to you we will let you know by email.
All fabrics are subject to availability and may vary from time to time.
If you would like a complete Jed Phoenix of London outfit in matching fabric, it is recommended that you order the required garments at the same time, as this will ensure a good fabric match.
Sizes and alterations
It is the responsibility of the customer to choose the appropriate size for garments ordered. All our garments are measured in inches. We do not use dress sizes as these aren't standard or reliable sizes.
We have provided a sizing diagram to help you in making the right selection. All measurements and garment sizes are in inches.
If you have specific tailoring requests to meet your individual body shape please do let us know. We do reserve the right to charge up to an additional 20% where individual tailoring increases either or both time to manufacture and additional materials.
If you have any doubt regarding sizing please contact us, before you place your order, and we will be happy to assist you.
Payment of your order
All prices are in UK pounds sterling.
We reserve the right to take a deposit of up to 100% of the full retail value of any orders not made through the website.
Full payment, including delivery cost, must be paid in full (in UK pounds sterling) before orders are despatched.
Delivery of your order
Please allow up to 28 days for your off-the-peg order to be delivered within the UK and up to 42 days for your order to be delivered to outside the UK. Whilst we endeavour to send out all off-the-peg items as soon as possible after the order is received, there may be occasions when we are out of stock and need to make your item(s) from scratch. We will send your order, usually via courier, with an expected delivery to most UK destinations of no more than 3 working days, and an expected delivery to most non UK destinations of up to 10 days. Where you have provided an email address we will inform you that your order has been dispatched.
For bespoke orders, please allow up to 42 days for your item(s) to be made and delivered to within the UK, and up to 56 days to be made and delivered to outside the UK.
Parcels to the UK will usually be sent via My Hermes. In most cases, you will be given a choice as to which level of insurance you'd like with the delivery service. A tie, with a retail value of £40, for example, will have two options - one that is insured for upto £25 and the other is insured for upto £100. In the unlikely scenario where your tie is lost by the delivery company, you will receive either £25 or £40, depending on the level of insurance. The maximum a parcel can be insured for within the UK is £250. To date, none of the parcels we have sent out have been lost or damaged in transit. If your order's value is considerably more than £250, and you wish the parcel to be insured for the full value of it's contents, please either split the order into chunks, or contact us for an alternative delivery method, or to arrange collection at either the studio or one of the pop up shops we do around the country. When your parcel is booked in with My Hermes for delivery, your email address will be entered and you should receive tracking details from My Hermes.
Teapots and cups and saucers are not covered by My Hermes damage insurance, but any orders for teapots and cups and saucers will be packaged in a way that protects them against damage.
For shipping to countries outside the UK but within the EU, your order will be sent by either My Hermes or Parcelforce. For all delivery destinations outside the UK, insurance of up to a maximum of £500 is available on most parcels. Please note, as mentioned above, however, if the value of the contents of your parcel is, say, £300, and you choose insurance up to £500, a claim for loss of the parcel by the courier will only cover the cost of the goods in the parcel. If, in the unlikely event, your parcel is lost or stolen whilst in transit, Jed Phoenix of London will do everything possible to facilitate a claim for your lost or stolen parcel. But we can not be held responsible for the loss or theft of any parcels once they have been collected from us.
For shipping to countries outside the EU, there may be a customs charge to pay before you receive your parcel. This customs charge is not the responsibility of Jed Phoenix of London. If you are concerned about customs charges, please research imports between your country of residence and the UK, as the rules vary from both country to country and based on the value of the goods being imported. We will do our best to mitigate any customs charges you may be subject to. We will use either Parcelforce or My Hermes to send parcels to countries outside the EU.
Manufacturing faults and returns to Jed Phoenix of London
Manufacturing faults must be reported in detail by email within 14 days of the order being received by the customer. 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 the customer, 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.
The customer 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 payment processing 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.
Copyright of all garments manufactured by Jed Phoenix of London rests solely with Jed Phoenix.
Copyright of all garment images is with Jed Phoenix
English law applies