Refunds & Returns
UK
You have 28 days from when your order is placed to return your goods to us.
All other standard return terms and conditions apply.
If you have any questions, feel free to contact our customer service team.
* please note due to hygiene reasons underwear is not eligible for return*
Our returns are online and they’re FREE!
- Visit our returns and exchange portal here and enter your CJ order number (you can find this in your order confirmation email.)
- Select the item(s) that you would like to return for a refund, exchange or take store credit for and tell us the reason (additional comments can be added).
- You will then have the option to exchange the item for the same item but in another size or to explore our other SWAP portal options. Please see the relevant area below to follow the respective step by steps.
Same item but different size?
- Select the size you wish to add instead and approve your selection. You still have the option to change how you proceed with your return at this point if you wish to choose one of our other return methods.
Something Else?
- The portal will provide you with the option of 3 other preferences to choose from:
Store Credit
If store credit is selected, this will be sent to you in the form of our Cyberjammies e-gift voucher that retains value once the order has been received back at our warehouse. This means that you can use it as many times as you like until the balance reaches a value of 0.
Refund back to original payment method
- Confirm you will take your repackaged items to your local Post Office for return by Royal Mail.
- You will then be sent a returns confirmation email containing a QR code or a label to print, whichever you would prefer.
- Take your repackaged items to your local Post Office and either attach your pre-paid printed label or show the QR code on your mobile phone for scanning.
- If you are using the QR code, a pre-paid returns label will be printed by the Post Office and attached to your parcel and you will then be provided with a tracking receipt.
- You will then be notified when your order has been received and processed back at our warehouse and your refund amount due will be sent back to the original method of payment. Please allow up to 7 working days for your return to get back to us. Once your return has been received we will notify you and it can take up to 2 working days to appear back into your account. It can take up to 5 working days in busier periods
Exchange for a different item?
This will take you onto our website and display a banner at the top of the page on how much return credit you have to use against your selected exchange item/s. You will then have the option to click Finalise Return within the cart and this will take you back into the SWAP portal to complete your exchange process. If an item is of less value, then you’ll be refunded the difference onto a Cyberjammies e-gift voucher or instead can be returned back to your original payment method. However, if the item value is of a greater value than your return credit, then there will be the opportunity for you to enter your payment details at the final page of the process to cover the additional funds required to meet the total value due for the goods on top of your available credit.
You will then have two options of EXCHANGE to choose from -
Instant Exchange
With an Instant Exchange, your new order will be processed as soon as you've registered your return, so you don't have to wait until we've received your other item(s). Once you have submitted your return, your new order will be picked & packed, ready for dispatch. You will receive an order confirmation for this within 24 hours which includes tracking. We'll hold the full charge on your card until the warehouse processed your order back at the warehouse. You will enter your card details at the point of registration. Please note, you will need to return your order within 14 days of submitting your return and if your return is not sent back to us within this timeframe, your card will automatically be charged.
*Please note if the original order is received back and reported as faulty by our warehouse, the holding fee will automatically be charged.
Standard Exchange
With a Standard Exchange, your new order will be processed as soon as we have received your order back to our warehouse and it has been processed instead. No card details are needed or holding fee. You will receive an order confirmation for your exchanged items once processed with your new order details and tracking number. Please allow up to 7 working days for your return to get back to us.
*We will do our best to fulfil exchange requests; however, we cannot guarantee that your chosen item will be in stock when your return reaches our warehouse. If the item is unavailable, we will issue a refund instead.*
Returning an item you have received that is faulty?
Once in the returns portal, you can select the item(s) that you would like to return due to being faulty and it will then allow you the opportunity to provide additional comments as well as up to 3 photos of the fault in question. You can then select whether you wish to proceed with a refund, exchange or take store credit. This faulty report will then be sent directly to our Customer Service team through the SWAP portal for them to review your imagery and comments to either process your return as requested, or get in touch with directly to ask for further information before proceeding. They will either ask you to send the item back or let you know that you can keep the item. This prevents you for unnecessarily returning the goods back to us and instead this can be donated or recycled how you wish, its at your discretion. Once your faulty request has been accepted you can follow step by step returns information provided within your confirmation email to send the goods back to us if required and your return to be completed in the method that you requested within the portal.
Returning a gift?
If you’re returning a gift and don’t want the gifter to be notified you can select 'Start a Gift Return' and follow the steps here to exchange your gift. You'll be able to exchange your gift in a way that means the gifter won't be notified.
If an item is of less value, then you’ll be refunded the difference onto an e-gift voucher. However, if the item value is of a greater value than your return credit, then there will be the opportunity for you to enter your payment details within the portal to cover the additional funds to meet the total value due on top of your credit. You'll receive an email with a new tracking confirmation as soon as your new order ships out.
Alternatively, you can receive the value back onto one of our online gift vouchers through this portal.
** - Please allow up to 7 working days for your return to get back to us. Once your return has been received we will notify you and it can take up to 2 working days to appear back into your account. It can take up to 5 working days in busier periods.
If you wish to return your swapped item, please note that you will see a £0 value when selecting the item to return due to the current portals set up but please know that you will receive the value of the item/s returned to your original payment method. We are actively working with our portal team to improve this experience for you as quickly as possible and do not wish to cause any confusion.
International
*Returns only, no exchanges currently available*
You can also use our returns portal for oversea returns but at this time the cost of returns will be covered by the customer and not by the retailer:
- Visit our returns portal here and enter your CJ order number (you can find this in your order confirmation email.)
- Select the item(s) that you would like to return for a refund or take store credit for and tell us the reason.
- If store credit is selected, this will be sent to you in the form of our Cyberjammies e-gift voucher that retains value once the order has been received back at our warehouse. This means that you can use it as many times as you like until the balance reaches 0.
- Confirm you will take your repackaged items to your local DHL or UPS drop point, depending on which service you select.
- You will then be sent a return confirmation email containing your label to print and attach to your parcel. You can also write 'RETURNED GOODS' on the outside of the box to clarify what is within.
- Take your repackaged items to your local drop off point of choice and attach your pre-paid printed label.
If you’re returning a gift and don’t want the gifter to be notified you can select 'Start a Gift Return' and follow the steps here to receive the value back onto one of our online gift vouchers through this portal.
** - Please allow up to 7 working days for your return to get back to us. Once your return has been received we will notify you and it can take up to 2 working days to appear back into your account. It can take up to 5 working days in busier periods.
Returns
We will only accept returns that have been unworn with all labels still attached. When trying on items please avoid make up/creams coming into contact with them. Please also make sure that bottoms are tried on over your own underwear. In the interests of hygiene, we may refuse returns where it’s obvious this hasn’t been done.
Cancelling an order
Our warehouse team look forward to receiving your order and will immediately prepare it once it has been processed.
Therefore, once your order is confirmed, this cannot be cancelled or amended.
Please do make sure that you are 100% happy with your order before completing your purchase and check all sizing and address details are correct. You can always return the incorrect goods to us and you can place a new order for the correct item/s.