Shipping & Returns

We aim to process and dispatch all orders within 1-2 days. This does not include weekends or national holidays.  

We deliver internationally, subject to a few exceptions. If in doubt please contact us at info@jorgenhouse.com

UK ORDERS

Our standard shipping charge is £5.95 within the UK

UK orders are sent via DHL and will be received on a next day delivery service. You will be notified once your order has been shipped and provided with tracking information. 

We offer free UK delivery on orders over £200

EUROPEAN ORDERS

We offer two options for shipping within Europe

Standard Shipping

US ORDERS

We offer two options for shipping to the U.S

We offer two options for shipping for R.O.W orders

*Please note import duties and taxes are not included in the price and are the responsibility of the customer. As duties and taxes vary between countries, we recommend you contact your local customs office for further information on applicable charges. 

CUSTOMS FEES AND CHARGES

Please note import duties and taxes are not included in the price and are the responsibility of the customer. As duties and taxes vary between countries, we recommend you contact your local customs office for further information on applicable charges. 

If custom fees and taxes are applicable to your order, please note this is the responsibility of the customer. We reserve the right to charge you any additional costs incurred for the garments return, including return shipping charges and customs handling fees if you choose not to pay these fees and have the order returned to us. 

If you have any queries please contact us at info@jorgenhouse.com

GIFTS

All full price items arrive in our signature reusable organic cotton bag. If you would like any orders to be sent as a gift and would like the invoice to be removed please contact us at info@jorgenhouse.com

Additionally, if you would like any gift messaging with your order please contact us and we will do our best to accommodate you

CHANGING DELIVERY ADDRESS

Please contact us at info@jorgenhouse.com within 30 minutes of placing your order for any delivery address amendments 

EXCHANGES & RETURNS

You have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below 

• You have 14 days from the day after you receive your order to request any exchange or return by emailing info@jorgenhouse.com
• You must return the product within 14 days of telling us you have changed your mind. If returned after this date a store credit will only be issued.
• Any orders placed through our stockists must be returned to the original place of purchase.
• We reduce your refund if you have used or damaged a product If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value this reduction may be equal to the purchase price. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Please contact info@jorgenhouse.com to advise you on whether we're likely to reduce your refund.
• We offer free UK returns on full price items only. Please email info@jorgenhouse.com with RETURN in the subject line with your order number. Please state the item you wish to exchange/return, the size, colour and reason for return. We will then issue you with a pre-paid returns label. Once the item has been received back to us you will receive an email with the outcome. 
• Please note that we cannot accept returns on any of our briefs. Bodysuits may be exchanged however please ensure to wear briefs when trying on these products. Customised, bespoke or personalised products cannot be returned
• We aim to process returns within 7-10 working days
• We are unable to provide returns labels for orders outside the UK, and therefore returns will be the responsibility of the customer. We recommend using a reputable provider with tracking. It is important to clearly mark the outer package and return paperwork that these items are being Returned To Vendor with no commercial value, and use each items listed price as its value. If this request is not followed and any import fees are payable upon UK entry it will be your responsibility to pay these, otherwise the item will be returned to you. 
• We only refund standard delivery costs of UK orders. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

If you think there is something wrong with your product or have a complaint, you must contact info@jorgenhouse.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. [Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.]