Refund policy

Returns & Exchanges Policy

Last updated: September 10, 2026

All purchases from Fernando & James LLC are final, and we do not issue refunds to the original form of payment. However, eligible items may be exchanged or returned for store credit within 15 calendar days after delivery.

Exchange and Store-Credit Eligibility

To qualify for an exchange or store credit, your item must:

  • Be unused and in its original condition

  • Include its original packaging and tags, when applicable

  • Be accompanied by proof of purchase

  • Not be an item listed below as non-returnable

Fernando & James LLC reserves the right to decline items that do not meet these requirements.

Starting an Exchange or Store-Credit Return

Before sending anything back, contact us at customerservice@fernandoandjames.com within 15 calendar days after receiving your order. Please include your order number and the reason for your request.

If your request is approved, we will provide return instructions and the appropriate return address. Items returned without prior approval will not be accepted.

Shipping Costs

Original shipping charges are nonrefundable.

For voluntary exchanges and store-credit returns, the customer is responsible for return shipping costs. Customers requesting an exchange are also responsible for the cost of shipping the replacement item. This applies even when the original order qualified for free shipping.

We recommend using a trackable shipping service. Fernando & James LLC is not responsible for return packages lost or damaged in transit.

Shipping charges associated with an incorrect, defective, or damaged item will be handled by Fernando & James LLC as described below.

Exchanges

After we receive and inspect your approved return, we will notify you whether the exchange has been accepted.

Exchanges are subject to product availability. If the requested replacement is available, we will arrange shipment after any applicable shipping costs or price differences have been paid. If it is unavailable, we will issue store credit on a Fernando & James gift card.

Store Credit

Once an approved return has been received and inspected, store credit will be issued on a Fernando & James gift card for the eligible merchandise value.

Original shipping charges and return shipping costs are not included in the store-credit amount.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged or defective, or you receive the wrong item, contact us promptly at customerservice@fernandoandjames.com.

Please include your order number and clear photographs of the item, packaging, and shipping box when applicable. We will evaluate the issue and work with you to make it right.

Approved claims involving damaged, defective, or incorrect items will not be subject to return or replacement shipping charges.

Items That Cannot Be Exchanged or Returned

The following items are final sale and are not eligible for exchange or store credit:

  • Personalized or customized products

  • Made-to-order products

  • Digital downloads

  • Sale or clearance items

  • Gift cards

Please contact us before ordering if you have questions about whether a particular product is eligible.

Processing Your Return

Please allow up to 15 business days after your approved return is delivered to us for inspection and processing. We will email you when your exchange or store credit has been completed.

If more than 15 business days have passed since your approved return was delivered to us and you have not received an update, contact customerservice@fernandoandjames.com.

This policy does not limit any rights that may be available to you under applicable law.