Jacamo’s current help guidance gives customers 28 days after receiving an order to decide whether they want to keep eligible items. The most useful distinction is between using Jacamo’s own return options and arranging a parcel independently: the approved return routes are free, while an alternative method is paid for by the customer.
Start the return from your Jacamo account
If the order is still within the return period and the item is not excluded, Jacamo directs customers to My Account, then Orders & Returns. The available return options are generated from the order details. This reduces the risk of using an old address or a label that is not linked to the purchase.
Jacamo says it does not charge for returns when one of its convenient approved return methods is used. If you choose another carrier or return arrangement yourself, that cost is yours and cannot normally be reclaimed from Jacamo. The company also notes that a statutory cancellation under the Consumer Contracts Regulations can have different responsibility for return costs, so use the route that matches the reason for sending the goods back.
A different size is a refund-and-reorder situation
Jacamo does not offer a standard exchange service. If you need another colour or size, the practical process is to return the original item and place a new order. A faulty, damaged or broken product should instead be reported through Jacamo’s product-support route so that repair, replacement or another appropriate remedy can be considered.
Allow time for the refund to reach your card
Jacamo says processing a return can take up to 14 days. If the purchase was paid by card, the card can then take a further five working days to show the credit. An email is sent when the return is received, so keeping the account email address current makes tracking easier.
Before sending anything, review Jacamo’s official return-window guidance. Its separate help pages also confirm the free approved return options and the no-exchange policy.