What is our core returns promise and standard eligibility window?
At WITKOWSKI ECOMMERCE LTD, we stand behind the quality of every garment and place customer satisfaction at the centre of our operations. For online orders, items may be returned within 30 days of the delivery date; for in-store purchases, returns are accepted within 30 days of the purchase date, provided items satisfy the return conditions set out below. All communication regarding returns and refunds is conducted exclusively via email.
What conditions must returned items meet to be eligible for processing?
Unwashed
Unworn
All original tags remain fully attached
Proof of purchase must be included inside your returned parcel
Who is responsible for covering return shipping costs?
Responsibility for return shipping fees is determined by the reason for the return:
Consumer-initiated return (e.g. sizing issue, colour preference, change of mind): If the return is made due to personal preference, the buyer is responsible for the return shipping fee. The exact cost will depend on the courier you select. Where applicable, we will clearly state “Return shipping is the responsibility of the buyer” on the corresponding product page.
Damaged or incorrect goods: If items arrive damaged or you receive the wrong products as a result of our error, WITKOWSKI ECOMMERCE LTD takes full responsibility and you will not be required to cover return shipping costs.
No prior disclosure of return shipping costs: If we did not clearly state before purchase that the buyer is responsible for return shipping fees, WITKOWSKI ECOMMERCE LTD will cover the return shipping charge.
Express shipping surcharges: If you voluntarily chose a premium expedited shipping method at the time of your original order, the additional cost of this express delivery service is non-refundable.
What support is available if my items arrive damaged or faulty?
If your items arrive damaged or incorrect, WITKOWSKI ECOMMERCE LTD accepts full responsibility. Upon request we will arrange a free repair, replacement or full refund. We will also cover all return shipping costs for faulty or incorrectly dispatched items.
How does the standard refund process work step by step?
When you request a refund, WITKOWSKI ECOMMERCE LTD will send full process details to you by email promptly.
Initiate a return: To start your return, log into “My Account” or “Order Status” on our website (jorendale.com) or contact our Customer Service Center via email.
Return label and packing instructions: WITKOWSKI ECOMMERCE LTD will provide a detailed return label and clear packing guidance via email. You can reach us at support@jorendale.com.
Packing and dispatch: Follow the packing instructions included with your return label. Track your return parcel by clicking “Track your return” in the return confirmation email, or by entering the tracking number printed on your return label on the courier’s official website.
Return processing: Please allow 1–2 business days for us to process your return once it arrives at our warehouse. Please allow additional time during busy UK public holiday periods.
Refund timeframe: Please allow 5–7 business days for the refund to appear in your account, depending on your bank or payment provider.
Refund notification: You will be notified by email once the return process is complete and your refund has been issued.
Can any deductions be applied to my refund amount?
WITKOWSKI ECOMMERCE LTD reserves the right to deduct a percentage from your refund amount if returned clothing sustains damage during the return shipping process, to cover the resulting loss in product value.
Damage during return transit: If garments are damaged on the way back to our facility, we may apply a charge of 30–70% depending on the extent of the damage. We will provide photographic evidence of the damage and a clear explanation of the deduction by email before processing your refund.
Can I cancel my order after I have submitted it?
Cancellation window: Within 60 minutes of placing your order.
How to cancel: Contact WITKOWSKI ECOMMERCE LTD’s Customer Service Center via email and provide details of the order you wish to cancel.
If already dispatched: If your order has already been shipped or is in transit, cancellation is not possible. You will need to initiate a return once you receive your order.
What should I do if my order cannot be cancelled?
If cancellation is not available, you can start a return once your order arrives. Online purchases may be returned within 30 days of the delivery date, and in-store purchases within 30 days of the purchase date.
How do product exchanges work?
You may return your order within 30 days of the purchase date using a WITKOWSKI ECOMMERCE LTD complimentary return label (where applicable, based on the shipping cost policy above), and place a new order for the item you wish to exchange it for.
What about returns sent without prior authorisation?
Please note that returns submitted without prior approval will not be processed.
How can I contact support for returns and refunds queries?
WITKOWSKI ECOMMERCE LTD
Email: support@jorendale.com