SHIPPING & Returns

RETURNS + EXCHANGES

We’re confident you’ll love your order from Pretzel and Jam as much as we love creating and sending it to you. However, if for any reason you’re not 100% satisfied with your purchase(s), you can return your item(s) for an exchange or a voucher, provided we receive them within 14 days of delivery and in their original, perfect saleable condition with all original packaging.

Please note: for returns and exchanges outside of the U.K., Pretzel and Jam is not responsible for return or exchange postage costs unless otherwise agreed.

HOW TO RETURN

If you'd like to return an item, please email us first at:

xxxx

RETURNS

All items from our website are eligible for return unless otherwise stated (e.g. marked as final sale, sample items, or specifically excluded on the product page).

Sale items are considered final sale. This means that unless an item is faulty or damaged upon arrival, it is not eligible for a refund, but we may offer store credit or an exchange, depending on availability.

Before returning any items, please ensure the following:

  • Items must be returned in perfect, unused condition, ready for resale.

  • They must be returned within 14 days of receiving your order.

  • Items must not be worn or used, must be perfectly clean, and in their original packaging.

  • Items that are damaged, incomplete, or whose original packaging is missing or deteriorated will not be refunded or exchanged.

  • We cannot refund original or return postage costs if you’ve simply changed your mind.

IMPORTANT RETURN INSTRUCTIONS

  • Please package your return carefully to avoid damage.

  • Use a tracked/registered postal service and retain proof of postage – Pretzel and Jam is not responsible for returned items that don’t reach us.

  • Returns must reach us within 14 days of delivery; refunds cannot be issued after this timeframe.

  • Original shipping fees are non-refundable.

If your order is returned to us due to:

  • an incorrect address supplied at checkout, or

  • failure to collect your parcel from your local depot,

...you will be responsible for return postage fees to resend the parcel. If you request a refund instead, original postage costs are non-refundable in this case.

Once your return arrives and is approved, refunds will be processed via your original method of payment.

DAMAGED OR DEFECTIVE ITEMS

We only replace items if they are faulty, damaged, and not final sale. We may request photos and further information before confirming eligibility.

If the original item or size is no longer available, we’ll issue a refund upon receiving the returned item. Refunds will be made to the original payment method.

GIFT RETURNS

Items ordered via a gift list can be returned for an exchange or voucher. These are not eligible for a cash refund.

REFUNDS

Once your return is received and approved, your refund will be processed within 7 working days and credited to your original payment method. Timing may vary depending on your bank or card provider.

SALE ITEMS

Only full-price items are eligible for a refund. All sale, discounted, and sample items are final sale and non-refundable.

CANCELLATIONS

Want to cancel your order? Please notify us within 30 minutes of placing your order by emailing:

xxxx

If your order has already been shipped, we cannot refund the original shipping cost. If it is returned to us due to refusal or failure to collect, a return-to-sender fee may also apply (usually equivalent to the original postage charge).

Once we receive your cancelled order back and have inspected it, we’ll process your refund minus any applicable postage charges. We'll confirm all deductions via email.

Refunds typically appear back in your account within 3–5 working days.