At JAMESORA, we want you to be happy with your purchase. If you need to return an item, please review the policy below.

Important

• Please keep the original packaging until you have checked your order and are completely satisfied with your purchase.

• Before opening the packaging, please check that you have received the correct item, size, and colour.

• Please retain your order confirmation and order number until your purchase has been fully checked.

Order Cancellations

You may request to cancel your order before the order has been dispatched or a delivery date has been confirmed.

Once an order has been dispatched or a delivery date has been confirmed with the courier, cancellation may be subject to applicable delivery, handling, or return costs.

To request a cancellation, please contact us as soon as possible at contact@jamesora.co.uk and include your order number.

Returns

You have 30 days from the date of delivery to request a return.

To be eligible for a return, the item must be:

• Unused and in the condition in which it was received.

• In its original packaging.

• Returned with any original tags, accessories, and documentation where applicable.

• Properly protected to prevent damage during return transportation.

Please note that certain products may have specific return conditions due to their nature.

If an item is returned without its original packaging or the packaging is damaged, additional handling or repackaging costs may apply where applicable.

How to Start a Return

To request a return, please contact us at:

Email: contact@jamesora.co.uk
Phone: +44 7884 995206

Please include your order number and the reason for your return.

We will provide you with the appropriate return instructions.

Health and Hygiene Products

For health and hygiene reasons, mattresses, pillows, and similar products must be returned sealed and unopened in their original packaging, where applicable.

Refunds

Once we receive your returned item, we will inspect it and notify you regarding the status of your refund.

If your return is approved, the applicable refund will be processed to your original payment method.

Any applicable delivery, return, handling, or other charges will be communicated to you and may be deducted from the refund where permitted by applicable law and the terms of your order.

Please allow your payment provider additional processing time for the refund to appear in your account.

Exchanges

We generally do not process direct exchanges.

If you require a different product, size, or colour, you may need to complete the return process and place a new order.

Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it is delivered.

If the outer packaging appears damaged, we recommend taking photographs of the packaging before opening it. Please then check the product carefully.

If your item is damaged, faulty, defective, or incorrect, please contact us as soon as possible at contact@jamesora.co.uk.

Please provide:

• Your order number.

• A description of the issue.

• Photographs of the item and packaging where applicable.

We will review the issue and work with you to determine the appropriate resolution.

Contact Information

Trading Name: JAMESORA
Legal Company Name: PURPLE (LONDON) LIMITED
Business Number: 14273958
VAT Number: 212280748

Address:
17 Kensington Court
London W8 5DW
United Kingdom

Email: contact@jamesora.co.uk
Phone: +44 7884 995206

Customer Support Hours:
Monday – Saturday
09:00 – 17:00 (GMT – London Time)

We aim to respond to customer enquiries within one business day.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded or restricted under applicable UK law.