Returns, Exchanges & Repairs
Returns & Exchanges
If you are not completely satisfied with your purchase, we will be happy to offer a refund, exchange or credit note, in accordance with the terms below.
A full refund (excluding original delivery charge if relevant) will only be issued if the goods are returned within 12 working days of receipt. Your receipt will be required for proof of purchase and any refunds will be made by original payment method.
Unfortunately, we are unable to offer refunds for Commissioned, Personalised and Sale items.
If items are returned within 1 month of purchase, we will gladly exchange the item or issue a credit note.
Commissioned designs and Personalised items are non-refundable and non-exchangeable.
How and where to return your items
Simply return the items, in their original condition, in person or by post, with the Returns Form - please print pdf document below, in accordance with our guidelines, to-
Justin OH Studio W8, Cockpit Arts, Cockpit Yard, London WC1N 2NP
If you are coming in person, please email ahead to confirm, and making sure you bring your original receipt or gift receipt as without this we are unable to exchange items.
Please allow 5 working days for returns to be processed once they reach us and a further 3 days for any refund to appear in your account.
Download printable Justin OH Returns Form.pdf
Delivery and Returns Guide
Proof of postage must be obtained – as without proof no claim can be made for items lost or damaged in transit.
All returns should be accompanied by the Returns Form, a proof of purchase, e.g. your packing slip or invoice, or a printout/handwritten details of your order if no packing note was enclosed. It is the customer’s responsibility to make sure the item(s) arrive with us and safely and in a saleable state. Customers must also pay the cost of returning the item(s) to us. If any parcels are lost, stolen or damaged in transit when returned, it is the customer’s responsibility to claim from the relevant carrier company for their loss.
All Justin OH products are covered by a one year warranty. We hope that you will be 100% satisfied with your item, however if there is a problem or a fault, please email photos of the entire product as well as the detail of the repair/fault to firstname.lastname@example.org
Although not all of our products can be repaired, we will always carefully assess each bag and advise you what can be done to rectify things. The original proof of purchase will be required if your bag is still within the warranty period i.e. bank statement if original receipt has been mislaid. If your product was purchased from one of our stockists you must contact them directly.
If your item is still within warranty we will endeavour in the first case to provide you with a replacement. However if this is not possible we will look to provide a repair free of charge.
If your item is outside the one year warranty and can be repaired, you will be contacted by us with a quote for the work and asked if you wish to proceed. The cost will depend on the age of the bag and the nature of the repair.
Although the repair will be carried out to the best of our ability, there may be some colour or leather variation depending on the style and age of the bag, and sometimes it will not be possible to repair an older bag.
IMPORTANT & ESSENTIAL INFORMATION FOR RETURNS OR REPAIRS COMING FROM OUTSIDE OF THE EU
Please use the code RGR on any declaration form.
If returning an item bought from us online from outside the EU it is very important that the customs declaration form is clearly marked as ‘RETURNED BRITISH GOODS’, also using the code RGR (Returned goods relief) on any customs declaration form. Should this procedure not be followed Justin OH will not be liable for any customs or duties charges incurred when returning goods.
Please use the code IPR on any declaration form
When returning an item for repair or any used goods from outside the EU it is very important that the customs declaration form is clearly marked as ‘GOODS FOR REPAIR’ also using the code IPR (Inward processing relief) on any customs declaration form.
If you are unsure about any of this information please contact us directly for confirmation by emailing email@example.com
Justin OH reserves the right to refuse any returned parcel that has attracted a customs charge. Justin OH would prefer the customer not to use FedEx where ever possible.