Contact us

Everything comes to one address, support@madebyjessicalondon.com, and a person replies within one working day, Monday to Friday, 9:00 am–5:00 pm UK time. Because several of the things people write to us about have a clock attached, this page is arranged by the clock.

Within 5 minutes of ordering

You want to cancel or change something. Email your order number with CANCEL in the subject line. Orders go to the fulfilment centre automatically, so this is the only window in which we can stop one; the time your email arrives is what counts, and we confirm in writing. A size, colour or address can be corrected in the same window and not afterwards. After 5 minutes, the order is on its way and you return it after delivery instead.

Within the hour

You've paid but have no confirmation email. Check your spam folder and that the email address you typed is right. Still nothing after an hour? Send us the date and amount of the charge and we'll find the order, or confirm that none exists and the pending amount will drop off.

Within 24 to 48 hours

Tracking shows nothing yet. That's normal: the first scan often takes a day or two to appear. No need to write; the link in your dispatch email updates itself.

Within 3 working days of delivery

Something arrived damaged, wrong or missing. Email your order number with photos of the item, the packaging and the shipping label. This window matters because the carrier's claim window is just as short. Once confirmed, we send a replacement free of charge.

Marked delivered, but you have nothing. Check with household members, neighbours, your safe place and the delivery photo on the tracking page, then email us within 3 working days of the delivery scan.

Within 10 working days of dispatch

Tracking has stopped moving. Send your order number and we open an investigation with the carrier the same day. Once the carrier confirms the loss, a replacement goes out.

Within 30 days of delivery

You'd like to return something. Email your order number and the items; don't post anything yet. You'll receive written approval and the address of our returns centre in the United States within one working day. Items come back unworn, unwashed and with tags; return postage is at your cost; the refund reaches your original payment method within 7 working days of approval. Full conditions are in our Returns & Refunds Policy.

No clock at all

Before you order. Sizing is the question we most want to get: send your bust, waist and hip measurements in centimetres or inches and the size you usually wear, and we'll compare them with the garment's measurements and tell you which size to order. Fabric, lining, length, stretch and care we answer from the product specification.

A payment question. A declined payment, a charge you don't recognise, a refund that hasn't shown: order number, or date and amount.

Your personal data. Access, correction or deletion: put "Privacy request" in the subject line and write from the email address you used with us.

Anything else. Press, partnerships, feedback, a complaint about the site. Same address; we'll route it.

Two things that get you a same-day reply

Your order number on the first line. It's at the top of your confirmation email and starts with #. Without it we're matching names and email addresses, which usually costs a day.

A photo for anything visual. Damage, a wrong item, a question about colour or finish. One picture settles what three paragraphs can't.

How to reach us

Email is the route we recommend: it reaches the person who can act on it, you get the answer in writing, and anything with a deadline is timestamped the second it arrives. Emails received outside customer service hours are answered on the next working day, in the order they came in.

Business information

We're an online store. The Bicester address is the company's business address, not a shop and not a returns address: there's nothing to visit, and a return sent there can't be processed. The returns centre address is sent to you with the written approval of your return.