DELIVERY AND RETURNS
DELIVERY & RETURNS POLICY
Last updated: 22 October 2026
At Jump the Dark, every order matters. We aim to get your items prepared, dispatched and delivered as smoothly as possible, whether you're ordering from the UK or further afield.
Below you'll find everything you need to know about delivery, international shipping, returns, refunds and your rights as a customer.
1. UK DELIVERY
We offer the following delivery options to mainland UK and Northern Ireland.
| Delivery service | Orders under £50 | Orders £50 and over | Estimated delivery |
|---|---|---|---|
| Royal Mail 2nd Class Signed For | £3.99 | FREE | 2–3 working days |
| Royal Mail 1st Class Signed For | £4.99 | £2.50 | 1–2 working days |
Delivery estimates are calculated from dispatch, not from the date the order is placed.
Delivery times are estimates rather than guaranteed arrival dates.
2. ORDER PROCESSING & DISPATCH
We aim to process and dispatch orders within 1–2 working days, Monday to Friday, excluding UK bank holidays.
Orders placed over weekends or bank holidays will normally be processed from the next working day.
Once your order has been dispatched, you'll receive a confirmation email containing the relevant delivery information and tracking or delivery reference, where available.
During exceptionally busy periods, including collection launches, restocks and seasonal promotions, processing may take slightly longer.
If a significant delay affects your order, we'll make reasonable efforts to keep you informed.
3. INTERNATIONAL DELIVERY
We ship to selected destinations worldwide, with the following standard delivery rates.
| Destination | Shipping charge | Estimated delivery |
|---|---|---|
| United States | £30 | Typically 7–10 working days |
| Canada | £20 | 3–17 working days |
| Australia & New Zealand | £20 | 3–17 working days |
| Europe (selected destinations) | £20 | 3–17 working days |
Delivery times are estimates and may vary depending on destination, carrier services and customs processing.
European destinations
Our European shipping region currently includes:
Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Czechia, Denmark, Finland, France, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.
Available shipping destinations and charges are confirmed at checkout.
4. UNITED STATES SHIPPING — DUTIES PAID
Following changes to United States import requirements introduced in August 2025, we've updated how we handle deliveries to the USA.
All USA orders are charged a flat shipping fee of £30 GBP.
This covers:
- International shipping.
- Applicable import duties and taxes included in our duties-paid shipping arrangement.
- Customs clearance charges covered by the service.
The aim is to provide a straightforward checkout price without unexpected import charges on delivery.
USA orders are sent using suitable international delivery services, including Royal Mail, DHL or other shipping partners.
Delivery typically takes approximately 7–10 working days after dispatch, although customs processing and carrier delays can occasionally affect arrival times.
If you are unexpectedly asked to pay import charges covered by our shipping arrangement, please contact us before making payment so we can investigate.
5. INTERNATIONAL CUSTOMS, DUTIES & TAXES
For destinations outside the United States, international deliveries may be subject to import duties, local taxes, customs handling fees or other charges imposed by the destination country.
Unless these charges are expressly included at checkout or stated as prepaid, they are the responsibility of the recipient.
Customs requirements vary between countries, and Jump the Dark cannot determine every charge that may be imposed by overseas authorities.
International orders may be delayed while undergoing customs checks or clearance.
We will provide reasonable assistance with delivery enquiries, but we cannot control the processing times or decisions of customs authorities.
Customers should ensure that their delivery details are accurate and complete.
If you notice an address error after placing an order, contact us as soon as possible. We will try to assist, although amendments may not always be possible once an order has entered the dispatch process.
6. DELIVERY ATTEMPTS, MISSED DELIVERIES & COLLECTIONS
If a delivery attempt is unsuccessful, the carrier may leave a notification or update the tracking information with instructions for redelivery or collection.
Customers should follow the carrier's instructions and arrange collection or redelivery within the period provided.
For Royal Mail deliveries, redelivery can be arranged at:
https://www.royalmail.com/receiving-mail/redelivery/book
If a parcel is returned to us because it was not collected, delivery was repeatedly unsuccessful or the supplied address was incorrect, please contact us so we can discuss the available options.
Any additional delivery charges will be explained before a new delivery is arranged.
Your statutory rights remain unaffected.
7. DELAYED, LOST OR UNDELIVERED ORDERS
We take delivery problems seriously and will assist customers where an order has not arrived as expected.
If your parcel is significantly delayed, appears lost or has been incorrectly delivered, please contact us with your order number.
We may investigate the issue with the delivery provider and arrange an appropriate resolution.
For consumer orders, goods generally remain our responsibility until they are received by you or someone you have nominated to receive them, subject to applicable legal exceptions.
Under UK consumer law, unless a different delivery period has been agreed, goods must normally be delivered without undue delay and within 30 days of the contract being made.
If delivery is not completed within the agreed or legally required period, customers may have the right to request delivery within an appropriate additional period or cancel the order and receive a refund, depending on the circumstances.
Nothing in this policy restricts your statutory rights relating to late, missing or undelivered goods.
8. RETURNS & YOUR RIGHT TO CANCEL
We hope you're happy with everything you order from Jump the Dark. However, we understand that sometimes something isn't quite right.
For eligible online purchases, UK consumers generally have the right to cancel their order within 14 days of receiving their goods, without giving a reason.
To exercise this right, you must notify us of your decision to cancel within the applicable cancellation period.
You then have a further 14 days from notifying us to send the goods back.
To request a return, contact:
Please include your order number and the item or items you wish to return.
You may also use the statutory cancellation form where applicable. You do not have to use a particular form, provided your decision to cancel is communicated clearly.
Returning items
You may inspect and try on clothing in the same way you reasonably would in a physical shop.
We ask that returned items are carefully packaged, with original labels and packaging included where reasonably possible.
If an item has been handled beyond what is necessary to establish its nature, characteristics or fit, and its value has been reduced as a result, we may make a deduction reflecting that loss of value where permitted by law.
Missing original packaging alone does not automatically remove your statutory cancellation rights.
9. RETURN POSTAGE COSTS
For change-of-mind returns, customers are responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.
We recommend using a tracked return service and retaining proof of postage until your return has been resolved.
If an item is faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs where legally required.
Please contact us before returning a faulty or incorrect item so we can advise on the most suitable return arrangements.
10. REFUNDS & ORIGINAL DELIVERY CHARGES
Where an eligible order is cancelled under the statutory cancellation rules, we will refund the price paid for the returned goods and any applicable standard outbound delivery charge required by law.
If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option offered for that order.
Where only part of an order is returned, the treatment of the original delivery charge will depend on the circumstances and applicable law.
We do not apply restocking or administration fees to valid statutory cancellations.
Refunds will be issued without undue delay and within the applicable legal timeframe, normally no later than 14 days after we receive the returned goods or receive acceptable evidence that they have been sent back, whichever is earlier.
Refunds are normally made to the original payment method unless another method is expressly agreed.
Your payment provider may take additional time to display the refunded amount.
11. FAULTY, DAMAGED OR INCORRECT ITEMS
We inspect our products before dispatch and take care to maintain the quality of our clothing and accessories.
If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.
Email info@jumpthedark.co.uk with:
- Your order number.
- A description of the problem.
- Photographs of the issue, where helpful.
We will review the matter and work towards an appropriate resolution.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances and the time since delivery, you may be entitled to a refund, repair, replacement or other statutory remedy.
Your rights are not limited to the 14-day change-of-mind cancellation period.
We will cover reasonable return costs for faulty or incorrectly supplied goods where required by law.
12. EXCHANGES
If you would like to exchange an item for another size or product, please contact us before returning it.
Exchanges are subject to product availability.
If the requested item is unavailable, we can discuss a suitable alternative or refund where applicable.
Where an exchange is requested simply because of a change of preference or size selection, additional postage charges may apply and will be explained beforehand.
This does not affect your rights where goods are faulty or not as described.
13. CUSTOM & PERSONALISED PRODUCTS
Certain genuinely personalised or made-to-order products created to an individual customer's specifications may be exempt from statutory change-of-mind cancellation rights.
This exemption does not automatically apply to standard Jump the Dark designs simply because they are printed or prepared after an order has been placed.
Any applicable exemption will be identified before purchase.
Faulty, damaged or incorrectly supplied personalised products remain subject to statutory consumer rights.
14. INTERNATIONAL RETURNS
We accept eligible international returns in accordance with the applicable terms of sale and any mandatory consumer rights that apply to the purchase.
International customers should contact us before sending goods back so we can provide the appropriate return instructions.
For change-of-mind returns, customers are responsible for return postage unless otherwise agreed or required by law.
We do not apply an automatic 10% restocking fee to returns made under applicable statutory cancellation rights.
International customs declarations
When returning goods from outside the United Kingdom, please complete the customs documentation accurately.
Where appropriate, the parcel should be identified as:
"Returned Goods – UK Origin"
Please include your original order number inside the parcel and retain proof of postage.
Customs declarations must accurately describe the goods and their return status. Incorrect or misleading declarations should not be used.
If a return incurs unexpected customs charges, please contact us so we can investigate the circumstances.
Any treatment of customs charges, return costs or deductions will be subject to applicable law and the terms communicated before purchase.
For USA orders originally sent using our duties-paid service, please contact us before returning an item so we can provide guidance on the return arrangements.
15. REFUSED OR UNCOLLECTED INTERNATIONAL DELIVERIES
If an international parcel is refused, not collected or returned by the carrier, please contact us.
We will review the circumstances, including the reason for non-delivery, any customs requirements and the customer's applicable legal rights.
Where additional costs arise from an incorrect address, failure to collect or refusal to pay import charges that were clearly disclosed as the customer's responsibility, we may discuss reasonable and legally permissible deductions or redelivery charges.
We will not apply automatic penalties or deductions that would conflict with statutory consumer rights.
16. LATE OR MISSING REFUNDS
Once your refund has been processed, it may take several working days to appear in your account, depending on your bank or payment provider.
If you have not received your refund:
- Check your bank or payment account.
- Contact your payment provider to confirm whether the refund is pending.
-
If the refund is still missing, contact us so we can investigate.
Please email:info@jumpthedark.co.uk
Include your order number and the name used when placing the order.
We will do our best to resolve the matter promptly.
17. RETURN ADDRESS
Unless we have provided alternative return instructions, please send authorised returns to:
JUMP THE DARK
43 Station Road
Manor Park
London
E12 5BP
United Kingdom
Email: info@jumpthedark.co.uk
We recommend contacting us before posting your return so that we can identify your order and assist with the process.
18. ELECTRONIC ORDER DOCUMENTS
Order confirmations, receipts, invoices and dispatch notifications are generally provided electronically using the email address supplied at checkout.
Printed invoices are not normally included inside parcels.
If you need a copy of your order documentation, please contact us.
19. YOUR STATUTORY RIGHTS
Nothing in this Delivery & Returns Policy excludes, limits or replaces your statutory consumer rights.
UK customers are protected by applicable legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Customers outside the United Kingdom may also have mandatory rights under the laws applicable to their purchases.
Where any provision of this policy conflicts with mandatory consumer protection law, the applicable legal requirements will take precedence.
20. CONTACT US
For delivery enquiries, returns, refunds or assistance with an order, please contact:
JUMP THE DARK
Email: info@jumpthedark.co.uk
Website: www.jumpthedark.co.uk
43 Station Road
Manor Park
London
E12 5BP
United Kingdom
We aim to provide straightforward, helpful customer service and resolve issues as fairly and efficiently as possible.