Returns and Refunds

You can return unwanted items within 28 days of delivery. This is in addition to your legal rights, which are explained below.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order without giving a reason within 14 days of the day you, or a person you name, receive the goods. If your order arrives in separate parcels, the 14 days run from the day you receive the last item.

To cancel, tell us clearly before the 14 days are up. The easiest way is to email support@jhenk.shop with your order number and the items you are cancelling. You can also use our model cancellation form, but you do not have to.

You must then send the goods back to us no later than 14 days after the day you tell us you are cancelling.

Our 28-day returns window

We also accept change-of-mind returns up to 28 days after delivery. Tell us by email within that time and send the items back within 14 days of telling us. This extra time does not reduce your legal rights.

Condition of returned items

You may handle and try on items as you would in a shop. If an item has been worn beyond that, washed, altered or damaged, we may reduce your refund to reflect the loss in value. Please try earrings against the ear rather than wearing them, and send items back with their tags and packaging where possible.

How to send a return

1. Email support@jhenk.shop with your order number and the items you are returning.
2. We reply with the return address and instructions within 2 business days. The return address may be outside the UK. We will tell you the address before you send anything, so you can check the postage cost.
3. Pack the items securely and use a tracked service. Keep your proof of postage.

Return postage

• Change of mind: you pay the cost of sending the items back.
• Faulty, damaged or incorrect items: we pay. Email us first with photos and we will arrange it.

Refunds

• If you cancel before your order is delivered, we refund you in full, including delivery, within 14 days of you telling us.
• Otherwise we refund you within 14 days of receiving the items back, or within 14 days of you giving us proof that you sent them, whichever is sooner.
• Refunds go back to your original payment method. We do not charge a fee for refunds.
• If you cancel your whole order within the 14-day cancellation period, we also refund the standard delivery cost you paid. If you chose a more expensive delivery option, we refund up to the cost of standard delivery.
• If you return only part of an order, delivery is not refunded unless the items were faulty or incorrect.

Faulty items: your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:

• within 30 days of delivery you can reject them and get a full refund;
• after 30 days, or if you prefer, you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can get a refund or a price reduction;
• faults reported within 6 months of delivery are presumed to have been there at delivery unless we can show otherwise.

We pay return postage for faulty items and refund the original delivery cost. Nothing in this policy affects your statutory rights.

Last updated 17 September 2026