If you are not 100% happy with your order for any reason at all, simply return it to us free of charge (UK only) for a full refund or speedy exchange – it’s the Nicola Jane '365 Day' guarantee!
 
We offer a whole year for you to make sure you are totally satisfied with your purchase. If you are not completely happy, we will give you a full refund by the same payment method you originally used to purchase. We just ask that the items are returned in a new and unused condition, with all tags and packaging intact.

Please allow 10 days for your refund/exchange to be processed. If you need your replacement item in a hurry it is best to place a new order either on the website or by telephone and ask for a refund for the items you are sending back.

 

How to send your items back (UK only)


Follow these easy steps:

1. Complete the ‘Returning something?’ section found on the front of your Despatch Note, selecting which items you are sending back and including a reason code from the list above

2. Tick whether you would like an exchange or a refund

3. If you would like exchange item/s please fill in the ‘I’d like this instead’ section of the form

4. Place the Freepost label, found on the reverse of this form, over your address label, covering your details

5. Place the form in the bag along with the items you are sending back

6. Reseal the bag

7. Take your parcel to the Post Office and obtain a Certificate of Posting. This is free and guarantees compensation in the unlikely event of the parcel going missing. Without this we cannot be held responsible for goods lost in the post on the way back to us

If you do not have the original packaging or returns form please return your goods to us either in an envelope or box, ensuring the parcel will not be damaged easily (excluding prostheses - please see below). Please include a note stating your contact details and whether you would like an exchange or refund. If you would like an exchange please provide us with details of the exchange item, including code and size.

Please click HERE for a new Freepost label.

 

Returning a Prosthesis


All of our silicone prostheses are guaranteed for two years from the date of purchase. This guarantee is against manufacturing defaults only and is void if the item is subject to accidental damage, alteration or neglect.  In the unlikely event that you need to send your prosthesis back to us, it must be returned in the original box. Unfortunately we are unable to offer a refund or replacement if it is not returned in the box.

Please note - when you are not wearing your silicone prosthesis it should be kept in its original box, in the plastic cradle provided. This supports the silicone and help to maintain its shape for longer. 

 

Returning Items From Outside The UK


Follow these easy steps:

1. Complete the ‘Returning something?’ section found on the front of your Despatch Note, selecting which items you are sending back and including a reason code for the list above

2. Tick whether you would like an exchange or a refund

3. If you would like exchange item/s please fill in the ‘I’d like this instead’ section of the form

4. Cover your own address label, with our address found below.

5. Important:  Please make sure you mark the outside of the parcel with “Returned Goods”

6. Place the form in the bag along with the items you are sending back

7. Reseal the bag

8. Take your parcel to the Post Office and obtain a Certificate of Posting. This is free and guarantees compensation in the unlikely event of the parcel going missing. Without this we cannot be held responsible for goods lost in the post on the way back to us

9. Postage costs on returns and exchanges are at the customer’s own expense

Please send back to:
 
Nicola Jane
Southern Gate
Terminus Road
Chichester
PO19 8SE
UK
 

Faulty Items


In the unfortunate event that you receive a faulty item please return it to us at the address above. You can call us on 0345 265 7595 to request a Freepost label, or alternatively use the link above to print your own. Please enclose a brief note including your contact details and description of the fault. Once we have received the item back we will contact you and advise if a replacement is available or offer a full refund. Please note that an item is deemed faulty only if the product has a manufacturing fault. Normal wear and tear will not be classed as a faulty item.