Jaded London customer service — practical expert guide

Overview: what to expect from Jaded London support

Jaded London is a direct-to-consumer fast-fashion retailer operating primarily online; customers should expect a small in-house customer service team handling orders, returns and complaints. In practice this means two consistent patterns: (1) routine queries about sizing, stock and delivery are handled via automated channels and customer service agents within 48–72 hours, and (2) returns/refund cases and quality disputes take longer because they require warehouse processing and finance reconciliation.

When you evaluate Jaded London’s responsiveness, treat published SLA-style expectations conservatively: initial acknowledgement within 48–72 hours, case resolution within 7–21 calendar days depending on complexity. If a problem involves missing goods, faulty items or incorrect sizing, the timeline is driven by proof of return, courier tracking and the card provider’s refund posting schedule.

Contact channels and where to start

Always start with the retailer’s official website contact form on https://www.jaded-london.com — this creates a timestamped record that is easier to reference than a social DM. If you prefer social routes for quick acknowledgement, use the official brand profiles (search for “Jaded London” on Instagram, Facebook). Avoid private sellers or marketplaces unless your order was placed through that marketplace.

When contacting them, expect a tiered response flow: auto-reply → agent review → escalation to returns/warehouse team if necessary. For urgent queries (missing parcels) open a complaint and obtain a complaint reference number; if none is supplied, save the full email thread and the website contact form confirmation. If you need a physical address or company registration data for formal complaints, obtain these via Companies House by searching the company name — Companies House entries include registered office address and company number and are admissible evidence in a dispute.

Returns, refunds and legal timings

Distance-selling law in the UK gives consumers a cooling-off right that normally allows cancellation within 14 days of receiving goods (Consumer Contracts Regulations). For faulty goods, the Consumer Rights Act 2015 gives the consumer the right to reject within 30 days and obtain a full refund. Practically, Jaded London returns are processed once the warehouse receives and inspects the parcel — factor in 3–10 business days for physical inspection and an additional 3–10 business days for funds to appear on your card depending on your bank.

To protect yourself: always use tracked shipping when returning items, keep your proof of postage, and clearly mark the return with the original order number and SKU. If a retailer requests a specific returns label or courier, follow those instructions but retain evidence of any postage charges and tracking number; if you paid return postage, note that some retailers will not reimburse unless you have prior written approval.

Escalation: when and how to escalate a dispute

If you’ve followed the steps above and Jaded London has not resolved a refund, escalation options in the UK are well established. For card payments between £100 and £30,000 you have Section 75 protection under the Consumer Credit Act — contact your card issuer to lodge a Section 75 claim. For other debit or credit transactions, ask your bank about a chargeback; many card schemes accept chargeback claims typically within around 120 days, but terms vary so contact the bank promptly.

If internal escalation fails, use third-party advice and consumer protection routes: Citizens Advice (https://www.citizensadvice.org.uk) provides guidance and local Trading Standards services can investigate breaches of consumer law. You can also seek Alternative Dispute Resolution (ADR) if a certified ADR provider covers the retailer; check the retailer’s terms and the European Commission’s online dispute resolution portal for cross-border purchases.

What to include in every customer service contact

• Order number and date of purchase (e.g., ORDER #123456, purchased 15 June 2025).
• Payment method and last 4 digits of card used (helps banks reconcile refunds).
• SKU/item codes, sizes, colour and a short description of fault or issue.
• Clear photos (minimum 3) showing the fault, measuring tape for size discrepancies, and a short video if the fault is functional.
• Courier tracking number for returns and proof of postage receipt; if posted internationally, include customs paperwork.
• Your desired remedy: full refund, exchange (specify size/sku), or repair; indicate if you want reimbursement for postage.

Practical escalation contacts and expectations

• Citizens Advice: https://www.citizensadvice.org.uk — use for guided next steps and templates.
• Companies House: https://www.gov.uk/get-information-about-a-company — obtain registered address and company number for formal letters.
• Your card issuer: contact the phone number on the back of your card immediately to start chargeback or Section 75 advice; do this within 60–120 days for best results depending on scheme.

Final practical tips and timing benchmarks

Plan for the following conservative timetable: initial reply 48–72 hours; returns processing 3–10 business days after warehouse receipt; refund posting to a card 3–10 business days after merchant authorisation. If a case exceeds 21 calendar days from your first complaint without substantive progress, escalate using the steps above.

Keep communications factual, dated and documented: a clear timeline with photos, tracked postage and precise remedies requested speeds outcomes. If you need a template or a wording check before you submit a formal complaint, save the correspondence and use Citizens Advice templates — that combination plus photographic evidence gives you the best chance of a prompt, favourable resolution with Jaded London or any online retailer.

Who owns Jaded London?

Jaded London – a British brand founded in 2013 by siblings Jade and Grant Goulden – has, over the past couple of years, become renowned for selling eye-catching, trend-led pieces.

What is the refund policy for Jaded London?

We are happy to refund any items within 30 days of receipt.

How do I contact pastel jade customer care?

Contact our customer care via WhatsApp at 7666550222 or email us at [email protected] with necessary images and videos related to your claim.

How do I contact Jaded London customer service?

If you have any problems or queries with items or orders you can contact us at [email protected].

Is Jaded London a good company?

Jaded London’s return, shipping, and customer service policies help solidify its reputation as a legitimate brand. They offer a 30-day return policy on unworn items with original tags, providing a clear timeframe for customers.

How long does Jaded London delivery take?

1 – 2 working days. order before 8.00pm Monday to Thursday. Next day orders placed after 8.00pm on Friday and during the weekend will be delivered the following Tuesday. Next day delivery is not available for selected postcodes (including, but not limited to, the Scottish Highlands, NI and the Channel Islands).