Refund policy

We want you to love your James Cromwell London order. If something isn’t right, here’s how we’ll put it right.

Returns

You can return unused items within 30 days of delivery for a full refund.

To be eligible for a return, items must be:

  • Unused and in their original condition
  • Returned with all original packaging, dust bags, tags and inserts
  • Returned with any free gifts received with the order.

We’re unable to accept returns of items that have been used, damaged or personalised, unless they are faulty.

How to return

  1. Email hello@jamescromwell.co.uk with your order number and the items you’d like to return.
  2. We’ll confirm your return and send you the return portal to start your return. 
  3. Pack your items securely in their original packaging and send them back using a tracked service. We recommend keeping proof of postage.

Return postage costs are the customer’s responsibility, unless the item is faulty or we’ve sent the wrong item.

Refunds

Once your return arrives, we’ll inspect it and confirm by email. Approved refunds are processed to your original payment method within 14 days of receiving your return. Depending on your bank, it can take a further 3–5 working days to appear.

Exchanges

We don’t offer direct exchanges. To swap a colour or item, return your original order for a refund and place a new order.

Faulty or incorrect items

If your order arrives damaged, faulty or incorrect, email hello@jamescromwell.co.uk
We’ll arrange a replacement or full refund, including return postage.

Our 365-Day Warranty

Every James Cromwell London product is built to last, and we stand behind it. All of our products carry a 365-day warranty from the date of purchase.

What’s covered

Defects in materials and workmanship, including:

  • Stitching
  • Zips
  • Metalwork and hardware
  • Straps and handles

What’s not covered

  • General wear and tear, including the natural ageing, creasing and patina of leather
  • Damage caused by misuse, accidents, overloading or improper care
  • Damage caused by airlines, couriers or third parties
  • Items that have been altered or repaired by anyone other than James Cromwell London
  • Loss or theft

How to make a claim

  1. Email hello@jamescromwell.co.uk with your order number, a description of the issue and clear photos.
  2. Our team will review your claim and reply within 48 hours. 

Proof of purchase is required for all warranty claims. Products bought from authorised retailers are also covered.

Questions? Contact us at hello@jamescromwell.co.uk. We’re here to help.