ORDERS

WHERE IS MY ORDER?

You will receive an email once your order has been dispatched.

You can contact our Customer Care Team to help track down your order.

HOW CAN I TRACK MY ORDER?

Please contact us at info@jarlolondon.com for your tracking information.

CAN I AMEND MY ORDER?

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we might be unable to cancel it. However, please contact us immediately at info@jarlolondon.com with your cancellation request and order number.

CAN I AMEND MY DELIVERY ADDRESS?

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we might be unable to make any changes to your delivery address. However, please contact us immediately at info@jarlolondon.com with your request and order number.

PRE-ORDERS

When placing a 'Pre-Order', funds are taken at the time of the order to secure your items.

You can find details of when we expect the stock on the item page.

Once the stock is shipped, you will receive a shipping confirmation email.

If a multiple item order contains a pre-order, we will hold the shipment and post all together, unless instructed otherwise. Please contact us at info@jarlolondon.com if you’d like us to ship the items separately.

Our 14 days returns period starts from when you receive your order.

BESPOKE ORDERS

Please refer to our Bespoke Orders FAQ page for any information required about this service.

DELIVERY

WHAT ARE MY DELIVERY OPTIONS?

UK DELIVERY

DPD NEXT BUSINESS DAY (ORDER BY 1PM MON - FRI) – FREE

Your order will be delivered via DPD. If you order by 1pm Monday - Friday, delivery will be made before close of business the following business day. A signature will be required upon receipt.

Deliveries are made Monday - Friday, there is no weekend service available. 

For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, Northern Ireland, Scilly Isles and Guernsey, please allow 2 business days for delivery.

 

DPD SATURDAY (ORDER BY 1PM FRIDAY, UK MAINLAND ONLY) - £3.95

Your order will be delivered via DPD. If you order by 1pm Friday, you will receive your order before end of day on Saturday. A signature will be required upon receipt. 

If the order is placed during the week, it will be held and then despatched on time to be delivered on the nominated Saturday. 

For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, Northern Ireland, Scilly Isles and Guernsey, please note there is no Saturday delivery available. 

 

HUBBOX - CLICK & COLLECT (UK MAINLAND ONLY)

Delivery has been made hassle-free with HubBox. You can now select from thousands of local shops and collect your goods at your convenience.

You will receive an email with a Collect Code when your parcel arrives - you will need this code to collect your parcel securely. You have 14 days to collect the parcel. 

Please note: Some Collect Points are closed on Bank Holidays and opening hours may vary during the festive season.

 

To receive push notifications on your mobile when your parcel arrives, please sign up with HubBox.

For any queries relating to your parcel collection, please contact: support@hub-box.com

 


INTERNATIONAL DELIVERY

DHL EXPRESS WORLDWIDE - FREE

Your order will be shipped via DHL and you will receive your order within 1-4 business days. This is a fully trackable service.

Deliveries are made Monday - Friday, there is no Saturday service available. We recommend using your work address or an address where someone will be at home to sign for your package.

Please note we do not deliver to PO Boxes, Parcel Lockers, APO, DPO, or FPO addresses. We are also unable to provide delivery to some areas due to limited reliable shipping options. We’re happy to allow collection if you’d like to arrange your own shipping of items.

WILL I HAVE TO SIGN FOR MY DELIVERY?

Someone will need to be home to sign for your order upon delivery.

WILL MY PARCEL BE CHARGED CUSTOMS AND IMPORT CHARGES?

Customs & import duty charges do not apply to customers in the UK or EU.

All applicable duties and taxes will be calculated and displayed during checkout.

You will have the option to pay duties & taxes up-front during the checkout process. Duty & Tax amounts calculated and paid during checkout are guaranteed. There will be no additional charges upon delivery.

In the event that you wish to return your item, JARLO is unable to refund import duty and local sales taxes.

Please ensure that any returns are clearly marked as ‘Returned Goods’ to ensure duties are not chargeable to JARLO on return. Such charges will not be accepted.

RETURNS

HOW DO I RETURN AN ITEM?

If for any reason you change your mind about any items purchased, you can return them to us for a full refund. 

We operate a 14 day returns policy (including bank holidays and weekends). You must notify us within 14 days and you then have a further 14 days to send the items back to us. The period starts from the day delivery was made to your nominated delivery address.

For more info on how to do this, please head over to our Returns page.

WHAT IS YOUR RETURNS ADDRESS?

JARLO, STUDIO 35, 6-16 ARBUTUS STREET, E8 4DT, LONDON, UNITED KINGDOM

Please note: We do not accept hand delivered returns as the site is strictly not open/accessible to the general public.

WHEN WILL I RECEIVE MY REFUND?

Returns are processed within 1 - 2 days of receiving the shipment. You will receive an email once the refund has been processed. 

Card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.

Klarna orders: 

If you haven't paid your invoice, you'll receive an updated version from Klarna within 24 hours of your returns being processed.

Already paid for your order in full? You'll receive a refund from Klarna for the items you returned.

INTERNATIONAL CUSTOMERS: 

Please note the prepaid label price will be deducted from your refund. 

Please also note we do not refund duties and taxes. 

HOW LONG AFTER DELIVERY CAN I MAKE A RETURN?

We operate a 14 day returns policy (including bank holidays and weekends). You must notify us within 14 days and you then have a further 14 days to send the items back to us. The period starts from the day delivery was made to your nominated delivery address.

Returned items must be in their original and unused condition. Every aspect of the garment must be free from signs of wear and odour. We cannot accept returns for items that have been torn, snagged or damaged in any way.

We reserve the right not to refund you if you return items to us outside the terms of our returns policy. Please head over to our Returns page for more information.

HAVE YOU RECEIVED MY RETURN?

Please allow up to 10 business days for your parcel to be returned to JARLO. We will send you a confirmation email once your return has been processed. If you haven’t heard any communication from us after 10 business days, please contact us at info@jarlolondon.com with your order number and details of the items returned.

WILL YOU REFUND MY DELIVERY COSTS?

We provide FREE UK & international shipping on all orders.

Unfortunately, we are not able to refund Saturday delivery fees (UK only).

 

INTERNATIONAL CUSTOMERS:

In the event that you wish to return your item, JARLO is unable to refund import duty and local sales taxes.

Please ensure that any returns are clearly marked as ‘Returned Goods’ to ensure duties are not chargeable to JARLO on return. Such charges will not be accepted.

WILL MY RETURN POSTAGE BE REFUNDED?

UK CUSTOMERS: 

It's FREE to return to JARLO for all UK customers, you will not be charged for any returns! 

 

INTERNATIONAL CUSTOMERS:

Please note: You don't pay the pre-paid return post separately, it is deducted from your refund. By using the DHL returns waybill, you consent to the deduction of the return post cost from your refund. 

The cost is mostly subsidised by JARLO, so return costs are very minimal. You will see the relevant amount during the returns process. 

 

Please head over to our Returns page for more information.

 

I’VE BEEN REFUNDED THE WRONG AMOUNT!

When checking your refund amount, please take into account any discounts that were applied to your order to calculate the correct amount. However, if that’s not the case, please contact us at info@jarlolondon.com We’ll be back in touch as soon as possible!

I’VE RECEIVED THE WRONG PRODUCT IN MY ORDER/THERE IS AN ITEM MISSING FROM MY ORDER!

Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and let us know what was missing in your order. We’ll be back in touch as soon as possible!

I’VE RECEIVED A FAULTY ITEM!

Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and if possible, photos of your faulty item. We’ll be back in touch as soon as possible!

GENERAL

I HAVE SEEN A PRODUCT I LOVE BUT NOW IT’S OUT OF STOCK!

We understand how frustrating it is if the item you’ve been obsessing over is out of stock but the good news is we often restock our most popular styles. Please drop our Customer Care Team an email to check if your favourite styles will be restocked soon. You can also keep an eye on the Pre-Orders section on our website.

HOW OFTEN DO YOU RE-STOCK SIZES?

Sometimes you have to be quick to grab the pieces you’re after!

However, we’re always looking out for the hottest items and restock/stock similar styles very often!

Please drop our Customer Care Team an email to check if your favourite styles will be restocked soon.

You can also keep an eye on the Pre-Orders section on our website.

DO YOU HAVE ANY DISCOUNT CODES?

Make sure you’re the first to know about any exclusive discounts by signing up to our email updates and get following us on Facebook, Instagram and Twitter.

CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER?

Discount codes can’t be used in conjunction with any other offer or promotion or in addition to any discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

I’VE FORGOTTEN TO USE MY DISCOUNT CODE!

Once your order has been placed, we are unable to manually add a discount. Please note that the discount may be used on your next order; check out the terms and conditions of the code.

WHY WON’T MY DISCOUNT CODE WORK?

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.

Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

DO YOU HAVE A SIZE GUIDE?

You can see our size chart here

Please note these are the approximate measurements we provide for your guidance.

HOW TO TAKE MY MEASUREMENTS?

We recommend measuring yourself in your underwear, and if possible, the bra you will be wearing with the dress.

Bust: Measure around the fullest part of your bust.

Waist: Measure around your natural waistline – the smallest part of your waist.

Hips: Measure 20cm below your waistline at the fullest part of your hips, with your heels together.

DOES JARLO HAVE A PHYSICAL STORE?

We are exclusively an online store, however, there are some local boutiques and stores that stock JARLO.

If you’d like to know where you can find a JARLO stockist near you, please email sales@jarlolondon.com

DO YOU HAVE ANY ONLINE STOCKISTS?

JARLO is stocked worldwide in all major online retailers and boutiques including:

ASOS, About You, House of Fraser, Next, Zalando and Zalora

Please contact us at sales@jarlolondon.com for a full list of our online stockists.

DO YOU HAVE ANY STOCKISTS IN MY AREA?

If you’d like to know where you can find a JARLO stockist near you, please email sales@jarlolondon.com

I LOVE JARLO AND WONDERED WHETHER I COULD STOCK THE BRAND IN MY STORE?

If you’re interested in stocking our brand in your store, please contact us at sales@jarlolondon.com

I AM A BLOGGER AND WOULD LOVE TO COLLABORATE WITH JARLO!

If you’re the perfect #JarloGirl, we want to work with you!

Please send your full name and a link to your blog to collab@jarlolondon.com

If you have an idea on how you would like to collaborate with us, please do not hesitate to include such details as well!

BESPOKE ORDERS

WHAT ARE BESPOKE ORDERS?

Our bespoke order service allows you to choose your JARLO dress in your custom size and colour. We cannot, however, alter the designs of our dresses or make in specific measurements.

CAN YOU MAKE GARMENTS IN DIFFERENT LENGTHS?

Yes, we can make the garments in petite, standard and tall lengths!

PETITE – for girls 1.60 m / 5’3” & under

STANDARD – for girls 1.75 m / 5’9” & under

TALL – girls above 1.75 m / 5’9”

HOW LONG DOES IT TAKE TO MAKE MY DRESS?

Orders usually take around 10 weeks to complete, however, in the busy periods the lead time may increase to 12 weeks. The last day for submitting your order is the 29th of each month as we send the orders to production after this date. You will be notified when your item is on its way to you.

With regards to timeframes, we would highly recommend that you allow yourself more than enough time for custom ordering your dresses. We would advise to have the dresses at least 4 weeks before the event just in case anything needs to be altered. For example, if you receive your dresses and your event is 2 weeks later, this leaves us little time to correct anything. We simply would like to make sure that we provide you with the most beautiful dresses!

For further assistance, contact us and we can talk you through it: bespoke@jarlolondon.com

WHAT IS THE COST OF THIS SERVICE?

Original price + 30% extra

Given we are producing this item just for you, we do not accept returns or exchanges on items ordered via this service unless proven to be faulty.

WHY ARE BESPOKE ORDERS AN ADDITIONAL COST?

We make it easy for you to customise each JARLO piece to your liking. That being said, customisations are more costly to create as the fabric for all custom colours must be special-ordered separately. This is reflected in the pricing structure.

CAN I RETURN/EXCHANGE AN ITEM?

As your dress is made especially for you, to your dress size and height, we are unable to offer returns or exchanges.

We would suggest ordering the item from an already available stock to make sure sizing and fit is correct.

In the unlikely circumstance of a manufacturing fault, items can be returned for a replacement or repair, in this case you must contact bespoke@jarlolondon.com within 7 days of receipt of the item, and returned to us within 14 days if located in the United Kingdom and 21 days for overseas customers.

Postage will be paid by JARLO in the event of a manufacturing fault. Any dresses being returned must be returned in the original packaging.

WHAT ARE MY DELIVERY OPTIONS?

UK: DPD NEXT BUSINESS DAY - FREE / DPD SATURDAY - £3.95

EUROPE: DPD CLASSIC - £4.95

USA/AUSTRALIA/REST OF WORLD: DPD AIR - £6.95

For more information on delivery options, please click here.

Please contact us at bespoke@jarlolondon.com for your tracking information.

DO YOU HAVE A SIZE GUIDE?

You can see our size chart here.

Please note these are the approximate measurements we provide for your guidance.

We would suggest ordering the item from an already available stock to make sure sizing and fit is correct.

HOW TO TAKE YOUR MEASUREMENTS?

We recommend measuring yourself in your underwear, and if possible, the bra you will be wearing with the dress.

Bust: Measure around the fullest part of your bust.

Waist: Measure around your natural waistline – the smallest part of your waist.

Hips: Measure 20cm below your waistline at the fullest part of your hips, with your heels together.

CAN YOU SEND A SAMPLE TO TRY?

Since the item is customised, we cannot send any sample dresses. We recommend ordering an existing JARLO dress of chosen style first to help with your decision.

CAN I CUSTOMISE OR ALTER ANY OF YOUR DESIGNS?

Due to our production demands, we are unable to customise or alter our designs. During our design process, we put a great deal of thought into each design and decide on the best finishing for each design.

DO YOU MAKE CUSTOM DESIGNS?

Due to our collection being in high demand and production times, we do not offer custom designs.

WILL MY DRESS BE PERFECT?

All of our dresses undergo a professional quality control to ensure fabrics and manufacturing is of the highest standard before delivery.

Please note that the products may have variations in dying hues so product may look slightly different from the image.

If you’re ordering your bridesmaid dresses via this service, we advise that you order all dresses together as otherwise, there may be slight differences in dying hues due to products being dyed in different batches.

In the rare event of any manufacturing fault, we would of course repair your dress for you.

WHAT IF I NEED A DIFFERENT COLOUR THAN AVAILABLE?

Of course, you may choose a colour that we do not offer currently on the site.

For any assistance with this matter, contact us and we can talk you through it: bespoke@jarlolondon.com

ORDERING YOUR DRESS

If you have any queries about ordering your dream JARLO dress, as well as production timelines, policies and delivery dates, please contact us at bespoke@jarlolondon.com