Frequently Asked Questions
Do you ship internationally?
Yes, we ship worldwide. Shipping costs and delivery times are shown at checkout. Please see our shipping policy for more information.
Can I change or cancel my order?
We process orders quickly, so changes or cancellations may not always be possible. Please contact us as soon as possible and we’ll do our best to help.
When will I receive my order?
UK Customers
We aim to dispatch all UK orders within 2 working days of purchase. Delivery times then depend on the shipping option selected at checkout:
- Tracked 48: Estimated delivery within 2–3 working days from dispatch
- Tracked 24: Estimated delivery within 1–2 working days from dispatch
EU & International Customers
Orders to the EU and the rest of the world are also dispatched within 2 working days of being placed. Estimated delivery times vary depending on the shipping method selected at checkout and will be displayed before you complete your purchase. Please note that these estimated delivery times exclude time spent at customs (see below).
Important Information
Please note that orders shipped outside of the UK may be subject to customs clearance checks. These checks are carried out by local authorities and are beyond our control. In some cases, customs processing can take several weeks. During this time, tracking information may show limited or no movement, which is normal and does not necessarily indicate an issue with your order.
If you have any concerns about your delivery, please feel free to contact our customer support team and we will be happy to assist you.
How should I care for my clothing?
Care instructions are listed on the product label.
What is your returns policy?
Please click here to view our full returns policy.
How do I return an item?
To return an item, please review our full refund policy first to ensure your order is eligible for a return. Once reviewed, you can start your return using our returns portal below. Simply follow the steps provided to submit your request.
Start your return here: https://returnsportal.co/r/jemcity
If you have any questions or need help with the process, our customer service team is happy to assist - support@jemcityuk.shop
Do you offer exchanges?
We offer exchanges for size or colour, subject to availability. If an exchange is not available, a refund will be issued instead.
Click here to view our full refund policy.
How can I contact you?
You can reach us via our Contact Us page. We aim to respond within 24 to 48 business hours.
Can't Find What You're Looking For?
Click below to visit our Contact Us page and our team will be happy to help!