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 atinfo@jarlolondon.comfor 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 atinfo@jarlolondon.comwith 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 atinfo@jarlolondon.comwith 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.

Delivery & Returns

WHAT ARE MY DELIVERY OPTIONS?

UK DELIVERY

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

Your order will be delivered via FedEx. If you order by 1pm Monday - Friday, delivery will be made before close of business the following working 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, please allow 2 working days for delivery.

For orders to Isle of Wight, Scilly Isles and Guernsey your order will be delivered via DPD. Please allow 2 working 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. 

 

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?

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.

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). Please send garments back to us within 14 days of receiving the parcel. 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 London
Returns Department
c/o Exclusive Logistics
Unit B, Dewar House
Central Road
Harlow, CM20 2ST

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 14 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). Please send garments back to us within 14 days of receiving the parcel. 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.

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: 

Please note we do not issue refunds for the return postage.

If the item you’ve received is faulty or incorrect, please inform us ASAP via email: info@jarlolondon.com Please include any images of the item for our reference. 

Our Customer Care team will then be able to advise how to return such item for either a replacement or a refund free of charge. 

 

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. 

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 ourCustomer Care Teaman 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.

QUESTION GOES HERE?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 atsales@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!