Returns & Refund

1. How do I go for Returns?

Customers have 2 working days to initiate the return process for their order from the date of receiving said order (see (2) for details on initiating returns).

After receiving confirmation to return their order, customers must send their items via post within 7 days of the date of confirmation. For international customers, this period is extended to 15 days.

Customers are to make their own postage & packaging arrangements and payments when returning items to us.

Orders placed using Click & Collect option can be returned by arranging own courier or you can personally drop them back to us at our warehouse.

Items returned to us must strictly meet the following conditions:

  1. Items must be in the same condition as when we sent them. We cannot accept items that are below sales quality.
  2. Items must not have been altered in any way.
  3. For hygiene reason, face masks, swimwear and lingerie can no longer be returned. 

Failure to comply with these conditions will void your returns claim.

At J5 Holland Ltd, we value your satisfaction with our products and services. However, we understand that there may be occasions where you need to return an item. Please take a moment to review our return policy, which outlines the conditions for returns and any applicable fees.

 Restocking Fee

We do not offer a sale or return option. Therefore, all returns are subject to a restocking fee equal to 35% of the cost of the returned items. This fee is necessary to account for the product value atrophy and the cost of labor associated with processing returns.

 Additional Charges for Parcels Not Accepted by the Customer

In cases where a customer fails to accept the delivery of a parcel, J5 Holland Ltd reserves the right to charge any extra costs incurred due to this refusal. This may include but is not limited to return shipping fees and any custom charges imposed as a result of the unaccepted delivery.

Custom Charges

If any custom charges are incurred as a result of the return or refusal of a parcel by the customer, these charges will be deducted from the refund amount. J5 Holland Ltd will transparently communicate these custom charges to the customer before processing the refund. We recommend that customers thoroughly review their local customs regulations to avoid any unforeseen charges.

Initiation of Returns

To initiate a return, please contact our customer support team at J5 Holland Ltd. They will guide you through the return process, including providing instructions on how to package and ship the item(s).

Refund Process

Once the returned item(s) have been received, inspected, and any applicable fees or charges have been assessed, J5 Holland Ltd will issue a refund to the original payment method within a reasonable timeframe.

Please note that this return policy is subject to change at our discretion, and any updates will be posted on our website. If you have any questions or concerns about our return policy, please don't hesitate to contact our customer support team.

Note: We do not offer sale or return option which means Returns are subject to a restocking fee. This is due to product value atrophy and the cost of labour.

1.1Store Credit : In case you wants to reorder from us in future, you can opt for Credit option which simply means instead of refunding money we will add this balance to your account, which can be redeemed any time at checkout while placing future orders, using this option you can save 35% restocking fee which applies to all orders return to us.

2. Initiating Returns

Incase you are not satisfied with purchase and wants to initiate return due to any reason, please follow to complete the request, you will be asked to provide reason due to which you wants to return items ordered from website and upon completion you will receive complete information return procedure.

This process will help us to identify your order, which in return help us to process your requests much faster and accurate without any errors.

Note : We will not be able to process refund for orders which bypass our return procedure and failure to do so will result in delay which can be few days to weeks.

3. Missing Items in Orders

Missing items on your order typically occur for two specific reasons:

  • 1. The pack you selected was out of stock

    Packs can sometimes  incorrectly display as ‘in-stock’ on our website, despite that stock being depleted. In these instances, you’ll receive an email offering a refund or replacement (please check your spam folder if you can’t find it.)

    If you are missing a pack and haven’t received an email, contact our customer support team.

  • 2. We missed an item of clothing in a pack

    Rarely, our warehouse team may have missed an article of clothing in a pack. In this instance,  contact our support team and we’ll verify your claim with our remaining stock.

If you have not received the expected items in your order, you must contact to notify us within 2 working days of the date of delivery.

We cannot take responsibility for orders lost in the postal service.

4. Receiving the Wrong / Damage Items / Quality and Size issues :

If you have received an incorrect order or Damage Items, you can contact our support team within  2 working days, and they’ll guide you through the steps of returning an item for replacement.

Note: We cannot process any replacements until we receive the returned items at our warehouse.

Being B2B sellers, return postage is required to be covered by the Customers to send any returns to us. 

If your original order is still in stock, we’ll deliver it to your address. Otherwise, we’ll issue a refund for your missing items.

If your reason for return is related to quality, size fitting or not as described we do accept returns but, in any case, a 35% re-stocking fee will apply, to avoid this fee, it's advisable to either visit us in Manchester to check the quality of our stuff or place an order for samples before placing your original order. Since all our products are uploaded after taking the standard quality and sizes check.  Our warehouse address is:

132 Broughton Street
M8 8AN

If you have received any units with manufacturing defects, then you can report them to our support team who will be happy to issue you with store credit (upon providing satisfactory evidence) and you will not be required to process any physical returns to us (only applicable if its 1-2 units). 

5. Processing Refunds

In the event of a refund, please allow up to 10 - 12 working days (Monday-Friday) for us to process your return and confirm the refund; we’ll send you an email as soon as this has been completed to keep you updated.

Once you receive confirmation of a refund, the payment will need to be processed by your bank or building society which might take another 5-7 working days.

5.1 Processing Refunds for Returned from Journey Orders

 J5 will process refunds on undelivered orders (orders received back from the journey) without postage paid on the original order and return cost incurred reimbursements. 

5.2 Processing Refunds for Undelivered Orders 

We assist our customers with undelivered orders to raise their claims with carriers should they report them to us. However, we do not offer refunds for any until the claims with the carrier are approved.

6. Returns for Exchange

We are happy to offer exchanges if customers are dissatisfied with their order, as long as customers comply with our return policy stipulations.

If you wish the exchange your items, our customer service team will be happy to assist in finding an alternative for you, please note Customers will be eligible to pay for the postage in order to get the replacement.

7. Return Address

Please return all items to our Warehouse in Manchester for Refunds/Replacement and Enclose your Invoice. 

132 Broughton Street
M8 8AN

Any enquiries related to returns contact us on /