The Nicola Jane Guarantee - Our Return Policy


We hope that you are delighted with your order and our aim is always to make sure you are 100% satisfied with everything you receive from us - it's our mission to help you feel confident, comfortable and supported.  If for any reason you are not, we offer 365 days for you to return the item/s to us. We will give you a full refund by the same payment method you originally used to purchase or exchange for another item. 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.

Returning Swimwear and Briefs - These are included in our 'Nicola Jane Guarantee' and can be returned or exchanged. Due to hygiene reasons and our customer's safety, we would like to remind you that these should be tried on over your own underwear. We are unfortunately unable to offer an exchange or refund on these items if the hygiene seal has been removed or is not intact. This does not affect your statutory rights.
 

  Exchanges - 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 Royal Mail Returns label, found inside your order parcel, over your address label, covering your details. If you have not received this label, or have misplaced it, you can print another one by clicking here

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

6. OPTION 1 - Post Office. 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 breast forms - 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 free Returns label.
If you want to find your nearest Post Office branch, please click here.
To track your return, please click here.

7. OPTION 2 - Home Collection (60p charge). You can arrange for Royal Mail to collect your parcel from your home address at a cost of 60p. This is paid directly to Royal Mail to cover their costs. You can arrange the collection at https://send.royalmail.com/collect/youritems. You will need to enter a tracking number which can be found on your Nicola Jane returns label. Your local postman or postwoman will either collect your parcel from your front door or a designated safe space and the service will be part of their daily round.

If you do not have a returns label, please click here to print your own new Returns label where you can arrange the collection as part of the label creation process. If you are unable to arrange collection for yourself, please call us on 01243 537300 and we can do it on your behalf. You will need your returns label and your credit or debit card to hand so that we can process the payment via the Royal Mail website.

  Returning A Breast Form

All of our silicone breast forms are guaranteed for two or three years from the date of purchase, dependent on manufacturer. 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 breast form 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 breast form it should be kept in its original box, in the plastic cradle provided. This supports the silicone and helps 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 01243 537300 to request a Freepost label, or alternatively use the link here 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.

  Can I return my order to a Nicola Jane store?

Yes, you can return your products to any of our Nicola Jane stores for an exchange or refund. You will need to bring your despatch note as proof of purchase

  How long will it take to get my refund?

If you return your products using the Royal Mail Returns label, this should get back to us within 7 days but it can sometimes take longer. When your return arrives we will process this within 2 days. At the point of processing this you will receive an email confirming the return and your refund. Please note that it can take up to 10 days for a refund to appear in your bank account. Unfortunately this is out of our control as it dependent on your bank or building society so if you have concerns you will need to contact them

  If I receive a faulty item what should I do?

In the unfortunate event that you receive a faulty item please return it to us enclosing a brief note including your 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. You can request a returns label by clicking on this link http://www.royalmail.com/track-my-return/create/4501

  Can I exchange an item?

Yes you can. Simply follow the directions found on our Returns and Exchanges page