Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, with original packaging and proof of purchase.

Due to hygiene and safety reasons, opened or used skincare and beauty products cannot be returned.

To start a return, please contact us at contact@hjoneslondon.com.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is damaged, defective, or if you received the wrong item.

Non-returnable items

We do not accept returns for:

• Opened or used skincare and beauty products

• Gift cards

• Sale items

• Personalized or custom products

Exchanges

The fastest way to receive a different item is to return the eligible product and place a new order separately.

European Union 14-day cooling-off period

For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days of delivery, in accordance with EU consumer protection laws. Returned items must remain unused, unopened, and in their original packaging.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at contact@hjoneslondon.com.