At JLouren, every piece is prepared with care, and we truly hope you love what you receive. If something isn’t quite right, we’re here to guide you through the return process.
Returns & Your Right to Cancel
For customers in the United Kingdom, you generally have the legal right to cancel an online purchase within 14 days of receiving your order, without providing a reason.
- Please notify us within 14 days of receiving your order if you wish to cancel your purchase.
- After notifying us, you have a further 14 days to return the item(s) to us.
- If your order arrives in multiple packages, the 14-day cancellation period begins when the final package is delivered.
- You may exercise your cancellation right even if the item is not faulty or defective.
- This statutory cancellation right is separate from your legal rights regarding faulty, defective, or incorrectly supplied goods.
UK consumer law allows customers to handle goods as reasonably necessary to establish their nature, characteristics, and functioning, similar to how they would be able to inspect an item in a shop.
Return Eligibility
For a change-of-mind return under the statutory cancellation period, please take reasonable care of the items while they are in your possession.
We recommend returning items:
- In their original condition
- With original tags attached, where possible
- In original packaging, where possible
- With the SKU label and packaging, where possible
- With proof of purchase
You may be responsible for any reduction in the value of an item resulting from handling beyond what is reasonably necessary to inspect or try the item.
We do not charge a restocking fee for a valid statutory cancellation.
Non-Returnable Items
Certain products may be excluded from the statutory right to cancel where permitted by UK consumer law.
This may include:
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
- Clearly personalised or made-to-order items
- Goods that are liable to deteriorate or expire rapidly
- Other goods that fall within applicable legal exceptions
For hygiene-sensitive products such as bodysuits, swimwear, and lingerie, the right to cancel may not apply where the applicable hygiene seal has been removed or where an applicable legal exception applies.
Nothing in this section affects your statutory rights where those rights apply.
Damaged, Defective, or Incorrect Items
Please check your order upon arrival.
If your item arrives damaged, defective, incorrect, or does not conform to the purchase contract, please contact us at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Photos of the packaging and SKU label where applicable
If an item is faulty or does not meet the requirements of UK consumer law, you may have additional legal rights, including rights to a repair, replacement, price reduction, or refund depending on the circumstances.
Return Shipping
For change-of-mind returns under the statutory cancellation right:
- The customer is generally responsible for the cost of returning the item to us, unless we have agreed otherwise.
- We will refund the cost of the standard delivery option originally paid.
- If you selected a more expensive delivery option, we are not required to refund the additional cost above our standard delivery option.
For items that are faulty, defective, incorrectly supplied, or otherwise covered by applicable statutory protections, we will cover the applicable return costs where required by law.
Refunds
Once you have cancelled your order and returned the applicable goods:
- We will process your refund in accordance with applicable UK consumer law.
- Refunds will normally be made to the original payment method.
- We will refund the standard delivery cost where required.
- We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, where permitted by law.
- Refunds will generally be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, as applicable.
Your payment provider or bank may require additional time to complete the transaction.
Exchanges
We currently don’t offer direct exchanges.
If you would like a different item, you may place a new order after completing your return.
Your statutory consumer rights remain unaffected.
Sizing Guide
We always recommend checking our size chart before ordering.
Our size charts are based on supplier measurements, and a 1–2 cm variation may occur.
Please contact us before ordering if you need assistance selecting your size.
Choosing the wrong size does not remove your statutory right to cancel an eligible online purchase within the applicable cancellation period.
How to Cancel or Start a Return
To exercise your cancellation right or begin a return, please email:
or contact us through our Contact Page.
Please include:
- Your order number
- Your request to cancel/return the order
- Reason for return, if applicable
- Clear photos of the item where applicable
- Photo of the packaging with the SKU label visible, where applicable
We will provide you with the appropriate return instructions.
Cancellation Before Fulfillment
You may contact us as soon as possible if you wish to cancel an order before it has been fulfilled or dispatched.
Once an order has entered processing or fulfillment, we may not be able to stop or cancel the shipment. However, this does not affect your statutory right to cancel an eligible online purchase after receiving the goods.
Your Statutory Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace any mandatory rights you have under applicable UK consumer protection laws.
UK consumers purchasing goods online generally have a 14-day right to cancel, followed by a further 14 days to return the goods after notifying the retailer. Consumers may also have additional rights when goods are faulty, defective, not as described, or do not conform to the purchase contract.
If you have any questions about your return or consumer rights, please contact us at:
We're always happy to help.