Returns & Exchanges

What is your return policy?

Your satisfaction is very important to us. If you’re not happy for any reason, you may return eligible James Moore New York products within 14 days of receiving the order, provided that the items are unused and in original condition, including all original packaging. Please note that purchases made on special promotions and/or customized & personalized products cannot be returned or exchanged. The costs associated with the return are the responsibility of the customer. You can ship with the carrier of your choice. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

What is the return process?

To arrange a return, please email us at [email protected]

How long does a return or exchange take to process?

Your refund will be credited to the original payment method. Customs duties and sales taxes are non-refundable through James Moore New York. However, you may be able to recover these by contacting your local customs bureau directly.

What is your exchange policy?

We don’t have a formal exchange program. If you’d like to exchange something for a different color or size, we treat it like a return. Then you can place a new order on our website for the item you’d like to receive in exchange.

Any returns that do not comply with the aforementioned may be denied at discretion of James Moore New York.

Return address:

2933 Corsica Court
Waldorf, Maryland 20603
USA

To arrange a return, please email us at [email protected].

Will I be charged for shipping on my return?

You will need to send your parcel back to our return address at your own cost.

When will I receive my refund?

All successfully returned items will be credited to the original payment method, you will receive an email notification when your return has been processed. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

International returns

All returned items should be declared as ‘Returns and Repairs of Merchandise’ on the customs declaration. This should be written on the packaging as well as in the declarations form. Returned packages that don’t have this mention may not be successfully delivered to our warehouse and might be subjected to additional fees. In the case of unexpected high return costs we advise you to contact us at [[email protected]] as we can possibly help you reduce costs.

Incorrect order

We aim to provide a smooth and easy order process. If you experience any issues with your order, please contact us on (+1) 650 319 8872 or email us at [[email protected]]. Please include your order reference at all times when emailing customer services.

Our Customer Service is available during weekdays from 9:30 am until 18:00 pm (EST).

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