Delivery & Returns

UK

Delivery within the UK is free on orders over £100. Please allow 3-5 working days for your bag to arrive.

For next day delivery within the UK at a cost of £9.95, place your order before 12 noon. Orders placed after midday on a Thursday, at the Weekend or on a Bank Holiday will be processed the next working day to arrive the following working day.

Orders below the value of £100 will be delivered at a cost of £4.95 within the UK.

Orders to the Channel Islands and Northern Ireland are charged at £20 and we cannot offer a Next Day Service on these locations unfortunately.

Europe

Deliveries to Europe cost between £20 and £40, depending on the location of the delivery address.

Europe – Group 1 (£20) includes but not limited to; Andorra, Austria, Belgium, Czech Republic, France, Germany, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine,

Europe – Group 2 (£40) includes but not limited to: Albania, Bulgaria, Croatia, Denmark, Estonia, Finland, Greece, Iceland, Malta, Moldova, Montenegro, North Macedonia, Norway, Romania,

For a limited number of countries, we will need to get a quote for the cost of delivering your order. Please contact our Customer Service Team directly if you would like a quote for delivery to; Belarus, Bosnia and Herzegovina, Caribbean, Cyprus, the Hawaiian Islands, Serbia, Russia or  Turkey.

Duties/Taxes and Customs Charges

For our EU/ROW customers there may be additional customs, duty and clearance fees applied to your delivery prior to the item being delivered to you.These charges will vary from country to country and will be calculated on arrival at the destination country, by the destination country. These charges are the responsibility of the customer, not Jem + Bea and will likely need to be paid prior to delivery. In the event that these fees are not paid and the order is returned to us, return shipping and any customs/duty/clearance fees applied will be deducted from the refund.

Please allow 6-12 working days for delivery.

*Please Note: We are experiencing occasional delays with the delivery of European Orders due to Brexit. We continue to work with our delivery partners to get orders delivered as soon as possible and appreciate your understanding*

Rest of World

Group 1; We deliver to (including but not limited to): Africa, North/South America at a cost of £40. Please allow up to 12 working days for delivery. All customs and duties are payable by the customer.

Group 2; We deliver to (including but not limited to): Asia, Cayman Islands, Australia and New Zealand at a cost of £70. Please allow up to 12 working days for delivery. All customs and duties are payable by the customer.

Personalised Items

Please allow up to 12 working days in addition to the above for personalised purchases to be dispatched.

Pre-Order Policy

When an order is placed containing an item on pre-order, we will hold the whole order until all items are in stock and dispatch them together. For UK and European customers, if you would like the in-stock items dispatched sooner, please contact our customer services team who will be happy to arrange this. For orders going Asia, America, Australia and New Zealand, it is often cost prohibitive to split the order and so should you want to split your item we would recommend placing separate orders.

We have taken great care to ensure that all changing bags and materials used in our collection are of the highest quality and industry standards. However, if you are not completely satisfied with your purchase, simply return the item or items to us at the address below in its unused, original condition, and in its original undamaged packaging with all labels attached, within 28 days of purchase. On receipt of the product(s) we will happily exchange the changing bag for a different colour or style (if you select a more expensive style payment for the difference in cost will need to be made prior to dispatch), or we will issue a refund, excluding any postage costs. Please allow 14 days for card refunds.

Please note, the personalised elements of your order are non-refundable, unless faulty. If you wish to return a bag with a personalised tag, please keep the tag as this is non-refundable and return the bag only. Oversized Tags with personalisation are non-refundable, unless faulty.

Please ensure you complete and include the returns form included in your delivery. We do not provide returns labels. The customer is responsible for the cost of returns unless the item is found to be faulty by our manufacturer.

Jem + Bea Limited
c/o Fusion Logistics
Units 2, 3 & 4 Connections Business Park
Vestry Road
Sevenoaks
Kent
TN14 5DF
United Kingdom

We guarantee our bags against any manufacturing defects for 12 months from the date of purchase.

Where a product can be fixed this will be the resolution in the first instance. If we are unable to mend a fault, we will exchange this for a brand new replacement product of the same type (subject to stock availability). If a fix or replacement is not available, only then we will refund you for your purchase. This applies to all items within the 1 year warranty.

Unfortunately we cannot replace or refund a defective item if you don’t have proof of purchase or the bag wasn’t bought from an approved stockist.

If you have any queries about your order, our products or would like more information, please email us: customerservices@jemandbea.com – our Customer Services advisor will be happy to assist you.

*Please note that our warranty does not cover damage caused by improper care, accidents, normal wear and tear, or the natural breakdown of materials (i.e. zipper wear, Velcro wear, etc).

**Purchase of any Jem + Bea products from a NON AUTHORIZED dealer, including Ebay voids all product warranties.