Shipping & Returns
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com
Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.
You have 14 days from the date of delivery receipt to return any unused items and receive a refund from juyicalton.com. Please note that we do not currently offer exchanges.
Items must include all original tags and be in the same pristine, sellable condition that they were received. They must also be in their original packaging.
Sale items are final sale and are not eligible for returns. This does not affect your statutory rights.
Items must:
- Include all original tags attached
- Be unwashed, unused and unworn
- Not have make up stains/ fake tan or other marks (including sweat marks)
- Not smell of pets, washing powder, perfume etc.
- Not evidence outdoor wear
- Not be considered unhygienic to resell
Garments that do not comply with these conditions will not be accepted and will be sent back at the expense of the customer.
Please scroll down for returns instructions
Please scroll down the page for country specific returns options and guidance.
If you would like to arrange your own return, we would be happy to accept your unused items within 14 days of receipt, so long as it complies with our returns policy.
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
Please scroll down the page for alternative return options.
- Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
- Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.
- Note down the tracking number and please track it to confirm it's been delivered back to us. The return is your responsibility until it reaches us.
Please scroll down for return options for your respective countries.
Once your return has reached our premises it can take up to 7 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund once it has been processed.
If your return is approved, you will receive the amount via the original payment method within 10 days after we notify you, depending on your bank. Refund times are dictated by your card issuer and are outside of our control.
Refunds will not include the cost of the original postage and packaging unless free shipping was offered at the time of purchase or the entire order was found to be defective.
UK
Standard Tracked UK Delivery (3-5 working days)
£3.99/ Free over £150
- Dispatch is Monday to Friday only, before 12pm GMT only.
- Orders are sent via Royal Mail Tracked services.
Please note that deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks.
Safe place/ leave with neighbour: If you'd prefer for your parcel to be left in a safe place or with your neighbour, you can select these options using links provided when Royal Mail sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery if your parcel is left in your requested safe place or with your neighbour.
If you have chosen to arrange your own return, you will be responsible for paying for your own shipping costs for returning your item.
Please use our dedicated returns portal here: Returns Portal or Send an email to Info@juyicalton.com
Please post the item(s) you wish to return to the following JC store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
UK Returns portal: https://returns.juyicalton.com
Channel Islands & Isle of Man: Royal Mail Returns Portal
Please note original postage and packaging fees are non-refundable.
Take your parcel to your nearest Royal Mail Post Office where you will be given a receipt. Please retain this as proof of postage until your return has been processed.
Please ensure you have included your original packing/ returns slip or a note with your order number & name in the parcel so that we can identify you and process your return.
Additional guidance:
Once your return has reached our premises it can take up to 10 working days to process as we comply with sanitary processes and procedures. We will notify you of the approval or rejection of your refund once it has been processed.
- Please note that if you opt for a Royal Mail home collection there may be an additional small fee to pay Royal Mail directly. Once you have generated your Returns label you can access their collection service here.
The return will be successful provided the goods are in the unused condition that it was in when the order was received.
- Please attach your returns label to the outside of your parcel. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
- Please include the original packing slip/ returns form with your order number clearly visible along with your items. We cannot process your return without your order number and name.
- Note down the tracking number and please track it to confirm it's been delivered back to us. The return is your responsibility until it reaches us.
US
- Dispatch is Monday to Friday, before 12pm GMT only.
- Tracked and Signed for service.
- Max order value: $1500
- $50 minimum spend.
Please note that international deliveries may be subject to delays due to Customs checks. We are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.
- Orders are sent by Delivery Duties Paid (DDP).This means that we cover the customs duties/ import taxes.
If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options by using links provided when the Express shipping provider sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please post the item(s) you wish to return to the following store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
Please make sure you select a return reason under any item you are returning.
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'USA Returns Request' and please state your order number and the items which you are returning.
This is a new limited time offer. Previously charged return and shipping fees are non-refundable.
Canada
- Dispatch is Monday to Friday, before 5pm GMT only.
- Orders are sent via an express Delivery Service
- Tracked service.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.
Please note that international deliveries may be subject to delays due to Customs checks. We are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/ import taxes for goods over 1000 CAD
If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when the shipping provider sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please post the item(s) you wish to return to the following store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Our returns service for international Canadian returns comes at a flat cost of approximately $29.99 CAD which will be deducted from your refund. Please note that original postage costs are non-refundable as well.
We offer free exchanges via our returns portal.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'Canada Returns Request' and please state your order number and the items which you are returning.
Australia
Dispatch is Monday to Friday, before 5pm GMT only
We cover taxes and taxes (DDP) over $1,000 AUD
- Orders are sent via an Express, a premium and reliable international delivery service.
- Tracked service.
Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.
Working days are defined as Monday to Friday, excluding Bank and Public Holidays.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes for items over $1000
If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when DHL sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please post the item(s) you wish to return to the following store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Our returns service for international Australian returns comes at a flat cost of £30. Please note that original postage costs are non-refundable as well.
We offer free exchanges via our returns portal.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'Australia Returns Request' and please state your order number and the items which you are returning. Payment will be deducted from your refund.
Europe
- Dispatch is Monday to Friday, before 12pm GMT only
- Orders are sent via Express, a premium and reliable international delivery service.
- Tracked service.
Please note that international deliveries may be subject to delays due to Customs checks.
Working days are defined as Monday to Friday, excluding Bank and Public Holidays.
Andorra, Austria, Belgium, Czech Republic, Estonia, France, Germany, Gibraltar, Ireland, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland.
- Dispatch is Monday to Friday, before 5pm GMT only.
We cover duties where applicable
- Orders are sent via a premium and reliable international delivery service.
- Tracked service.
Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.
Working days are defined as Monday to Friday, excluding Bank and Public Holidays.
Albania, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Denmark, Finland, Greece, Hungary, Iceland, Liechtenstein, Luxembourg, Malta, Moldova, Monaco, Montenegro, North Macedonia, Norway, Serbia, Sweden, Turkey.
- Orders are sent by Delivery Duties Paid (DDP).This means that we cover the customs duties/ import taxes.
If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please post the item(s) you wish to return to the following store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Our returns service for international European returns comes at a flat cost of either £30 depending on your territory.
Please note that original postage costs are non-refundable as well.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'Europe Returns Request' and please state your order number and the items which you are returning.
Middle East
- Dispatch is Monday to Friday, before 12pm GMT only.
- Tracked service.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.
- Countries include UAE, Saudi Arabia, Kuwait, Qatar, Oman & Bahrain.
Please note that international deliveries may be subject to delays due to Customs checks. We are unable to deliver to PO boxes or Armed Forces Territories. If you have selected this, and your parcel is returned to sender, you will not be refunded your original postage fees and will be liable for any subsequent return delivery/custom charges.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please post the item(s) you wish to return to the following store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Our Express returns service for international Middle East returns comes at a flat cost of £30. Please note that original postage costs are non-refundable as well.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'Middle East Returns Request' and please state your order number and the items which you are returning.
Common Questions
In the unfortunate case that you have received a faulty item a please contact us at Info@juyicalton.com for how to proceed, including your order number and faulty item in the subject line (e.g. Order #1234, Faulty item) and please include a picture of the fault to speed up the process.
Our customer service team aim to respond to emails within 48 hours.
Please note that you will be asked to provide evidence that your item was faulty upon receipt. Please refer to the conditions of return stated above.
Additionally, minor imperfections such as loose threads are not considered as a fault as the goods are still considered as fit for purpose.
You must report any faulty or damaged goods to us within 14 days of when the goods were delivered.
In the rare and unlikely event that your order cannot be delivered due to incorrect information provided by the customer or missed or refusal of deliveries, the customer will be responsible for any additional shipping charges for redelivery.
If there is still no response to re-delivery and your item is destroyed, you will not be entitled to a refund. If your parcel is re-directed/returned to sender after redelivery attempts and there is no indication that you will accept the parcel, you will be liable for any original and return shipping costs, and customs charges your parcel incurs.
Please note that Juyi Calton has the right to request evidence before issuing any refunds. Juyi Calton also has protocols in place should suspicious or fraudulent activity be suspected.
If you wish to dispute your delivery after the delivery carrier has issued confirmation of delivery (through tracking information), you are entitled to do so within 14 days of this confirmation.
If the stated 7 working days to process your return has passed, and you haven't received a 'Return accepted' email, here are the actions to take:
- Check your returns tracking number or proof of postage receipt to check when/if we have received it.
- Check your spam/junk email inbox and your bank account.
- Email us: Info@juyicalton.com stating your order number in the subject line. Please explain that you have not received a refund yet.
If you have received a 'Return accepted' email and have still not received your funds after 14 days, we advise you to contact your bank. There is often some processing time before a refund appears in your account and it differs depending on the financial provider, thus they should be able to give you a more accurate update.
If you've done all of this and you still have not received your refund, please contact us at: Info@juyicalton.com
We do not offer exchanges for items posted back to us.
Online orders cannot be returned or exchanged in store. This is due to sanitisation procedures that must be followed.
Sending your items back to our store will result in a delay to your refund as well as additional delivery charges levied as we ship the items back to our warehouse.
The goods are your responsibility until they reach us so please ensure that they are securely packaged and sealed, and if applicable please ensure that you keep any receipts from your chosen tracked delivery service. Ensure the return address is clear and cannot be confused with any other address (please cross out any previous addresses that could still be on the packaging).
Even if you have decided to return your entire order, please do not return any promotional items included in the package, such as discount flyers or consumable samples.
Shipping costs are non-refundable unless the return is for a faulty item.
If we receive a return and it does not comply with our terms and conditions, we cannot offer a refund. This does not affect your statutory rights.
Working days exclude Bank Holidays and weekends.
Please note that customers will always be liable for any import charges they receive. Please see relevant delivery policies for further guidance or check with local authorities before placing your order.
For USA orders, as long as the order is to a private residential address, your order should not incur any customs duties/ import charges. USA orders will not incur duties/taxes so long as the goods are valued at no more than $800 per person per day, at a private residential address.
For Canada, EU, UAE, and some ROW orders, we ship via DDP (Delivery Duties Paid), meaning we cover the duties. You should not have to pay anything more than what is reflected at checkout if the shipping name contains DDP.
We can only send parcels to residential addresses without incurring extra charges. This excludes hotels and business addresses. If selected, your parcel will incur extra duties and taxes which you will be liable for.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid DHL Express Returns Service which already covers this.
Rest Of The World
- Dispatch is Monday to Friday, before 12pm GMT only.
- Tracked service.
- Orders are sent by Delivery Duties Paid (DDP). This means that we cover the customs duties/taxes.
- Countries include: China, Costa Rica, Faroe Islands, Greenland, Hong Kong SAR, Indonesia, Japan, Macao SAR, Malaysia, Mexico, New Zealand, Singapore, South Africa, South Korea, Taiwan, Thailand, Vietnam.
Please note that international deliveries may be subject to delays due to Customs checks. Please allow an extra day due to the covid-19 situation.
Working days are defined as Monday to Friday, excluding Bank and Public Holidays.
We cover the duties where it the service is available
If you'd prefer not to sign for your parcel or to leave it with your neighbour, you can select these options using links provided when FedEx sends shipping updates for your order. However please be aware that Juyi Calton cannot be held liable for any loss or damage that may occur upon delivery with removal of your signature requirement.
Arranging your own return
You will be responsible for paying for your own shipping costs for returning your item(s).
Please use our dedicated returns portal here: Juyi Calton Returns Portal or email Info@juyicalton.com
Please post the item(s) you wish to return to the following JC store address:
Juyi Calton Returns
No 4 Lavinia Road
Dartford
DA1 1TS
- Please include a note with your order number (original packing slip will be sufficient) and the items you wish to return inside the package, along with a note stating that you have arranged your own return.
- We recommend using a tracked delivery service and to keep a proof of postage as we don't take responsibility for items lost in the post.
- To avoid any taxes or import duties that may apply when returning goods, mark the parcel "RETURNED GOODS" and with a total value of £10. Any returns we receive with unpaid duties, customs or fees will be rejected. Do not return goods as a 'Gift' as your return will likely accrue customs charges which we will not be liable for and your return will not reach us.
Juyi Calton is not responsible for any import charges on return shipments. You must cover these when returning your item or please use our prepaid Express Returns Service which already covers this.
- When we receive your return we will process a refund for the item(s) returned within 7 working days. You will receive the amount via the original payment method within 14 days after we notify you, depending on your bank.
The return will be successful provided the goods are in the unused condition that they were in when the order was received. Your refund will not include the cost of original postage and packaging.
Our returns service for international ROW returns comes at a flat cost of £30.00 or the equivalent. Please note that original postage costs are non-refundable as well.
Please use our dedicated returns portal here: Juyi Calton Returns Portal
If you can't access the portal, please email Info@juyicalton.com if you would like to proceed with this option with the subject line: 'ROW Returns Request' and please state your order number and the items which you are returning. We may provide you with a new portal link to access.