Refund policy

This Return & Refund Policy applies to all products sold on Saint-James, including coats, dresses, trousers, sweaters, jackets, socks, scarves, shirts, toys, knit beanies and fashion accessories. By completing checkout and placing an order at https://saint-james.shop, you fully acknowledge and agree to all terms stated below.

1. Eligible Return Time Window

1.1 General Global Customers

You may submit a formal return or exchange request within 30 calendar days counting from the delivery date of your full order. Any return request submitted after the 30-day window will be automatically rejected and cannot be processed for refund or exchange. If the 30th day falls on weekends or official public holidays, the return deadline will extend to the next available business day.

1.2 EU/EEA Customer Right of Withdrawal

Customers residing within the European Union and European Economic Area hold a statutory 14-day cooling-off withdrawal period per EU Consumer Rights Directive 2011/83/EU. This 14-day right runs separately from our standard 30-day return window; you may cancel or return your order within 14 days after receiving items regardless of our general return rules.

1.3 Unshipped Order Cancellation

For orders that have not been fulfilled or shipped, you may send a cancellation request to info@saint-james.shop at any time before dispatch. Full refunds will be issued immediately upon confirmation of cancellation. Once the order is marked shipped, only the return policy below applies.

2. Item Eligibility & Mandatory Return Conditions

To qualify for return, exchange or full refund, all returned merchandise must meet every requirement listed below without exception:
  • All apparel (coats, dresses, trousers, sweaters, jackets, shirts, scarves, knit beanies, socks) must be unworn, unwashed, free of stains, odors, makeup marks, pet hair and physical damage; all original brand tags, labels and packaging must remain fully attached and intact.
  • Socks must stay sealed in original factory packaging for hygiene purposes; unsealed socks are non-returnable.
  • Fashion accessories must be unused with no scratches, scuffs, deformations or missing decorative parts, and kept inside original retail packaging.
  • Toys must remain unopened, unused, free of scratches, dents or broken components, with all original boxes, plastic wrapping and accessory pieces complete.
  • All returned items must be sent back with the original order confirmation number for verification.

    Items that fail any inspection standard will be shipped back to the customer at the customer’s own cost with no refund issued.

3. Non-Returnable & Final Sale Items

The following categories are permanently marked final sale and cannot be returned, exchanged or refunded under any circumstance unless delivered damaged or defective due to our shipping error:
  • Clearance, flash sale, seasonal discounted limited-edition goods
  • Customized, personalized accessories or custom-sized knitwear
  • Opened socks, intimate hygiene-related accessories
  • Gift cards, discount vouchers and digital promotional codes
  • Heavily marked clearance toys with explicit "Final Sale" labeling on product pages

4. Damaged, Defective or Incorrect Items Shipped by Us

If you receive damaged, defective, misprinted, wrong-size, wrong-style or missing items from our warehouse, follow these steps within 7 calendar days of delivery:
  1. Send an email to info@saint-james.shop containing your full order number, clear photos of damaged/incorrect products, shipping box exterior and shipping label.
  2. Our customer service team will review your submission within 24 working hours and send a free prepaid return shipping label at no extra cost to you.
  3. You may choose either a full refund including original shipping fees or a free replacement of the identical product with complimentary re-delivery.
  4. We cover all return shipping fees, replacement production and delivery costs for all error-related cases caused by Saint-James store operations.

5. Standard Return Shipping Cost Rules

  • For voluntary customer returns (change of mind, unsuitable fit, style dissatisfaction, non-defective items): The customer bears all outbound return shipping fees, customs duties, import taxes and logistics handling charges. Original shipping fees paid at checkout are non-refundable.
  • For international voluntary returns: All cross-border customs clearance fees, import VAT and carrier surcharges are fully the customer’s responsibility and will not be reimbursed by Saint-James.
  • We do not provide free return shipping labels for voluntary customer-initiated returns. You must arrange your own courier service to ship goods back to our designated return address provided via email support.

6. Exchange Policy

6.1 Eligibility

Exchanges are only available within the same 30-day return window for undamaged, unused eligible items. Exchanges are limited to different sizes or colors of the exact same product model; cross-item exchanges (trading clothing for toys, accessories for jackets etc.) are not permitted.

6.2 Price Difference Handling

If the exchange item has a higher retail price than your original purchase, you will be charged the price gap before we dispatch the replacement goods. If the exchange item costs less, we will refund the price difference to your original payment method after receiving and inspecting your returned goods.

6.3 Exchange Shipping

Customers cover return shipping fees for sending back original items; we provide free outbound shipping for the exchanged replacement product.

7. Refund Processing Timeline & Methods

7.1 Inspection Period

Once we receive your returned package, our quality inspection team will complete product condition verification within 5 business days. We will send an email notification to inform you of refund approval or rejection after inspection finishes.

7.2 Refund Issuance

Approved refunds will be processed and submitted to your original payment provider within 5 business days after inspection approval. Funds will be returned to the identical payment method you used at checkout (credit card, debit card, PayPal, digital wallet etc.).

7.3 Bank Processing Delay Note

Please allow an additional 3–10 business days for banks, card issuers and payment platforms to post refund funds to your account balance. Saint-James cannot control or accelerate internal bank processing timelines, and we accept no liability for delayed fund posting by third-party financial providers.

7.4 Partial Refunds

If you only return part of items within one order, we will issue a partial refund corresponding to the unit price of returned goods, minus any applicable restocking fees and original shipping surcharges.

8. Restocking Fee Standard

A flat 15% restocking fee will be deducted from your total refund amount for all voluntary customer returns of apparel, knitwear, accessories and toys with no manufacturing defect or shipping error. This fee covers warehouse sorting, quality re-inspection, repackaging and inventory restocking labor costs. No restocking fee applies to damaged, defective or wrong-item returns caused by our store mistakes.

9. How to Submit a Return or Exchange Request

Follow these complete steps to initiate a valid return application:
  1. Compose an email to info@saint-james.shop with subject line formatted as "Return Request - [Your Full Order Number]".
  2. Include in your email: order number, full name, delivery address, list of items you intend to return, clear reason for return, and attached photos of products in original condition.
  3. Wait for our support team’s reply within 24–48 working hours, which will contain official return shipping instructions and return destination address.
  4. Package all items securely with original tags and packaging intact, attach a printed copy of your order confirmation inside the parcel, then ship within 7 calendar days after receiving our return approval email.
  5. Send your return tracking number to info@saint-james.shop after dropping off the parcel for courier delivery.

    We cannot process returns without prior email approval sent via info@saint-james.shop. Packages returned without pre-submitted requests will be held for 14 days and discarded if unclaimed, with zero refund eligibility.

10. International Order Special Terms

  • All international customers are responsible for all customs duties, import taxes, brokerage fees and local logistics charges generated during return shipment.
  • Saint-James will not compensate any cross-border customs confiscation fees or delivery delays caused by local customs authority regulations.
  • International return shipments lost or damaged during transit are the customer’s full risk; we recommend purchasing courier shipping insurance for all international return parcels.

11. Policy Modification & Dispute Resolution

Saint-James reserves the right to revise, update or adjust this Return & Refund Policy at any time without prior customer notification. All policy changes take effect immediately upon publication on https://saint-james.shop, and apply to all orders placed after the updated posting date.

All return-related disputes will be resolved under the governing laws matching the primary business jurisdiction of Saint-James store at https://saint-james.shop. Any unresolved disputes must be communicated via our official support email info@saint-james.shop for formal mediation before external arbitration or chargeback filings.

12. Support Contact For Return Inquiries

Official Website: https://saint-james.shop

Dedicated Return Support Email: info@saint-james.shop

Our support team monitors return emails Monday to Friday during standard business hours; all valid return inquiries will receive a formal written reply within 24 working hours. Messages submitted on weekends or public holidays will be processed on the next business working day.