Refund policy

Returns and Refunds Policy

As a UK-based solopreneur, who has been running Jed Phoenix of London since 1999, I am very passionate about what I create and I want you to be delighted with your purchase. This policy outlines your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Your Right to Cancel (The 14-Day Cooling-Off Period)
Under UK law, for most online purchases, you have the right to change your mind and cancel your order within 14 days of receiving your goods. Once you notify me, you have a further 14 days to return the items.

What Products Can Be Returned
New products in their original condition (that is, unworn and unused) can be returned. Clearance items and personalised products cannot be returned.

Policy by Product Type
To satisfy Google Merchant Centre and UK law, please note the different rules for my various product lines:

  • Teemill T-shirts and Hoodies (Made-to-Order): These are printed specifically for you by my partner, Teemill, but they are eligible for return/refund within the 14-day window as long as they are unworn and in their original condition.
  • Handmade and "Off-the-Peg" Items: These are items made to my standard patterns and sizes. These are fully eligible for return/refund within 14 days of you receiving your goods as long as they are unworn, not used, and in their original condition.
  • Bespoke and Made-to-Measure Items: If you have  commissioned an items to your unique body measurements or requested a specific personalisation that makes the item unique to you, these are exempt from the 14-day cooling-off period. These sales, which will, by their personalised nature, be negotiated by email, are final unless the item is faulty.

Exchanges (Sizing and Fit)
I understand that sometimes a garment might not fit quite right. I offer exchanges for the same item in a different size, subject to the following conditions:

  • Eligibility: The item must be in its original, unworn, and unwashed condition with all tags attached. You must notify me of your intent to exchange within 14 days of receiving your order.
  • The Process: To request an exchange, please email me at jed@jedphoenix.com with "Exchange request" in the subject line.
  • Production Time for Exchanges: As most of the items are handmade to order, please be aware that a replacement size may take up to 28 days to create, plus shipping time.
  • Shipping Costs: You will be responsible for the shipping costs of returning the original item to me, and I strongly recommend that you use a tracked and insured service for this. We will ship the replacement to you free of charge (UK only).
  • Bespoke Items: Please note that made-to-measure and bespoke items (which, by their highly personalised nature, are negotiated by email or in person) are not eligible for exchange or return, unless they arrive faulty. The exchange policy only applies to standard "off-the-peg" items.

Faulty, Damaged, or Not as Described
Under the Consumer Rights Act 2015, any goods that you purchase from Jed Phoenix of London must be of satisfactory quality, fit for their intended purpose, and as described.

  • Your 30-Day Right to Reject: If your item arrives faulty, damaged, or does not match the description provided, you have a legal right to a full refund if you notify me within 30 days of receiving the goods.
  • Repairs and Replacements: If a fault develops after the first 30 days but within 6 months of delivery, you are entitled to a repair or replacement. If I cannot repair or replace the item, you may then be entitled to a full or partial refund.
  • Return Shipping: I will cover the cost of return shipping for any items that are confirmed to be faulty. Please contact me at jed@jedphoenix.com before sending the item back so I can provide you with a pre-paid return label.

Please note: This does not apply to faults caused by accident, neglect, misuse, or normal wear and tear.

How to Initiate a Return

  • Notification: Email me at jed@jedphoenix.com with your order number and the reason for your return. I personally handle all customer service and will reply within 24 hours.
  • Return Shipping: If your item is faulty, I will provide you with a link to download and print a pre-paid return label at no cost to you. If, however, you wish to return your item because you have changed your mind, you are responsible for the cost of return postage. I strongly recommend using a tracked service for any returns as I cannot be held responsible for any items that are lost in the post.
  • Return addresses: Handmade or bespoke items should be returned to my studio address: Jed Phoenix of London, 24 Cezanne House, Sceaux Gardens, Camberwell, London, SE5 7FZ, UK. Teemill items (T-shirts and hoodies) may need to be returned to Teemill's facility. I will provide you with the correct address once you contact me.

Receiving Your Refund
Once your return is received and inspected, I will process your refund to your original payment method within 14 days.

Note on Handmade Lead Times: Please remember that handmade items have a production time of up to 28 days before they are shipped. You may cancel your handmade order for a full refund at any time before I begin the production process (usually 48 hours after the order is placed).