Frequently Asked Questions (FAQ)

All orders are processed and shipped from our warehouse in Hong Kong. We serve customers throughout the United Kingdom (England, Scotland, Wales, and Northern Ireland).

Orders are processed within 1–2 business days and typically arrive within 7–10 business days after dispatch. Delivery times may vary due to customs, courier delays, peak seasons, weather, or your location.

Yes. We offer free standard, tracked shipping on all UK orders. You will receive tracking information by email once your order has been dispatched.

Orders ship from Hong Kong and may be subject to UK customs, VAT, or import duties. These charges are set by UK authorities and are the customer’s responsibility.

You will receive a shipping confirmation email within 48 hours of dispatch with your tracking number, a tracking link, estimated delivery date, and courier information. You can also track via our Order Tracking page.

You can cancel or change your order within 12 hours of placing it. After this period, the order is processed for shipment and cannot be modified. For changes, email support@made-by-jessica.com with your order number and requested update.

You have 30 days from delivery to request a return. Items must be unused, unworn, in original packaging, and with all tags attached. Contact us for approval and instructions before sending a return.

If your item is damaged, faulty, or incorrect, we provide a prepaid return label and cover the cost. For change-of-mind or size returns, the customer pays return shipping to our Hong Kong facility.

After inspection and approval at our facility, refunds are processed immediately. Your bank or provider typically applies the credit within 5–10 business days.

We cannot accept returns for worn, washed, or altered items; items missing tags or original packaging; final sale/clearance items; gift cards or vouchers; and any return sent without prior authorization.

If delayed, check tracking updates, ask neighbours or the local courier, then contact us if unresolved. If a package is confirmed lost by the courier, we will reship at no cost or issue a full refund.

Undeliverable or uncollected parcels are returned to our Hong Kong facility. A £15 restocking/handling fee may apply; reshipping requires payment of redelivery costs. Please ensure your address is complete and accurate.

Email: support@made-by-jessica.com
Phone: +44 7458 107732 (handled by our Hong Kong team)

Customer Service Hours (UK Time / GMT or BST):
Mon–Fri: 09:30–18:00
Sat: 12:00–17:00
Sun: Closed