Return & Refund policy
We offer a 30-day return period, which means you have up to 30 days after your order has been delivered to request a return.
To be eligible for a return, your item must be unused, undamaged, and in its original condition, with all original tags and packaging intact. Trying on items for fit, as you would in a shop, is permitted. However, if there are visible signs of wear, washing, or damage, a reduction in value may be applied. You will also need to provide proof of purchase, such as your order confirmation or receipt.
To initiate a return, please contact us at info@jacquelinemorley.com. Once your request has been reviewed and approved, we will provide you with instructions on how and where to send your return. Items sent back without prior authorisation will not be accepted.
If you have any questions regarding your return, you can always contact us at info@jacquelinemorley.com.
How to Start a Return
To request a return, please email info@jacquelinemorley.com with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Clear photos (required for damaged or defective items)
- Your full name and delivery address
You will receive instructions within 24 working hours (Monday–Sunday).
Damages and Issues
Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, or incorrect, contact us immediately with clear photos of the issue. Please see "How to Start a Return" above for full details on what to include, so we can evaluate it and resolve it as quickly as possible.
Exchanges
We do offer exchanges for eligible items. If you would like to exchange your item, please contact us at info@jacquelinemorley.com within 30 days of delivery. Once your request has been reviewed and approved, we will provide instructions on how to proceed with your exchange. Please note that exchanges are subject to product availability. If the requested item is unavailable, we recommend returning your item for a refund and placing a new order.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If your refund is approved, it will be issued to your original payment method within 3 to 5 working days.
Please note that it may take additional time for your bank or card provider to process and post the refund to your account.
If more than 10 working days have passed since your refund was approved and you have not received it, please contact us at info@jacquelinemorley.com.
Return Address
Returns must be sent only to the return address provided by our customer service team after approval. Returns sent to any other address cannot be processed.
Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout:
- We may arrange redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
- Offer store credit as a gesture of goodwill, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
Items Excluded from Returns
Returns are not accepted for:
- Items with broken hygiene seals
- Personalised or custom-made products
- Items damaged through improper use
Underwear, shapewear, and bras are non-returnable if the hygiene seal has been removed.
Cancellations
Orders can only be cancelled within 15 minutes of being placed. Once this window has passed, we are unable to make any changes or cancel your order, as it will already be in process.
Return Shipping
All returns must be shipped to our central warehouse in Asia.
Customers are responsible for:
- All return shipping costs
- Selecting a delivery provider that supports customs clearance
- Paying any customs duties, taxes, or handling fees
- Ensuring accurate customs documentation
Jacqueline Morley is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect delivery methods.
Policy Updates
Jacqueline Morley reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.
Contact Information
Store name: Jacqueline Morley
Company name: Baljo Limited
Company Address:
Unit 7, 8/F, Tower B, 83 King Lam Street
Lai Chi Kok, Hong Kong
Warehouse Address:
63 Skeena Hill,
London SW18 5PW,
UK
Company number: 79462574
Phone: +44 7988517853
Email: info@jacquelinemorley.com
Customer Support
Monday – Friday: 9:00 AM – 6:00 PM (GMT)
Weekends: 11:00 AM – 4:00 PM (GMT)
We aim to respond to all enquiries within 24 hours.