LAYLA JAMES STORE POLICY (Returns + FAQs)

LAYLA JAMES and its website are operated by Engelhardt & Co., LLC. Throughout the site, the terms “we”, “us” and “our” refer to Engelhardt & Co., LLC, inclusive of LAYLA JAMES. 

LAYLA JAMES offers its services and this website, including all information, tools and services available from this site to you, the user, to enjoy, expressly conditioned upon your acceptance of all terms, conditions, policies and notices stated here, inclusive of the LAYLA JAMES TERMS OF SERVICE (click to review), which are herein incorporated by reference in their entirety.

REFUNDS

LAYLA JAMES does not offer refunds on items purchased in our store. All purchases are final. That said, we are pleased to offer a return policy subject to the terms and conditions below.

RETURNS

  • Mail returns to: 4527 Ocean Valley Lane, San Diego, CA 92130
    • ATTN: Layla James Returns
  • When making a return, please include the original invoice and a fully completed LAYLA JAMES RETURN FORM. If a completed Return Form is not included with the return, and/or not submitted upon request by LAYLA JAMES, the return merchandise will be abandoned by the customer and donated to a charity of our choosing.
  • Returned items must still have the ORIGINAL TAGS on them.
  • Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, or any other signs of wear, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.
  • Merchandise may be returned for ONLINE STORE CREDIT only if received by Layla James at the address specified above within 14 days of delivery. Credit will be applied for the amount paid for the product. Credit will only be applied for the item, not for any shipping and handling charges.
  • Accessories and items with discounts of 31% or more are FINAL SALE and cannot be returned.
  • The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.
  • Please allow 3-4 business days for our staff to receive your return, and 7-10 business days for our return department to process your store credit.
  • If approved for a return, a store credit code will be emailed to the email address within 7-10 business days after we receive the returned item.
  • If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is applied to your account if you’d like to place an order using this credit. If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email info@shoplaylajames.com before placing your order.
  • If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, then you will be responsible to e-mail info@shoplaylajames.com and pay a $5 return shipping charge. We will hold non-returnable merchandise or packages returned by the shipping carrier for 14 days. After 14 days, the items will be donated to charity.

EXCHANGES

  • Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for STORE CREDIT ONLY.
  • We recommend purchasing a new size of the desired item, and then shipping back the returned product so that you do not miss out on the item. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.

DEFECTS OR PROBLEMS WITH YOUR ORDER?

  • If you have received an item with any problems or defects, please contact us at info@shoplaylajames.com within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
  • We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.
  • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

CANCELLATIONS

  • Once your order has been processed, we will be unable to cancel or modify the contents of your order. Changes in price, items going on sale and/or promotional codes are not valid on previous orders. We will be unable to modify orders placed prior to price changes. Orders cannot be cancelled once they have begun processing.

SHIPPING

  • We offer free shipping on orders that are over $75 within the continental United States.
  • Standard shipping orders take up to 7-10 business days to be processed and packaged before they are shipped.
  • Layla James is NOT responsible for:
    • Delays caused by any shipping provider or otherwise outside of our reasonable control;
    • Products that are lost or damaged in transit. The shipping provider will be responsible once we ship the packages;
    • Products marked delivered by the shipping provider or the Post Office. You will need to contact the shipping provider or your local Post Office to obtain information regarding your package if it is marked delivered.
  • If there is a problem with your tracking number or package delivery, please contact the shipping provider directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
  • All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the shipping provider directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
  • Carrier Contact Numbers:
    • USPS: 1-800-275-8777
    • UPS: 1-800-742-5877
  • We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS) or UPS (1-800-742-5877). We will not refund additional shipping charges if USPS fails to meet their guaranteed shipping times.
  • WRONG ADDRESS DISCLAIMER: It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at info@shoplaylajames.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.

FAQs

Can I use multiple coupons on one order?

We only accept one coupon code per order.

What Payment Options Do You Accept?

When you check out, you’ll have the option to pay with any major credit card provider including Visa and Mastercard. You can also choose to checkout with PayPal.

How Can I Use A Gift Or Promo Code?

When you start the checkout process, enter your code in the box that says “Add Coupon” or “Gift Certificate.”

When Do I Get An Order Confirmation?

Right after you order, you should get an email confirmation letting you know we’ve received your request. You’ll also get an email as soon as we ship everything out. If you don’t receive anything within 24 hours, please email info@shoplaylajames.com!

Do you have a physical retail location?

No, all of our items are only online.

Do you ship internationally?

At this time we only ship within the United States.

What is the sizing like?

Since our clothing is purchased from several manufacturers, the clothing sizes range for each piece and line. For that reason, while we have found that items generally fit as expected, we cannot guarantee that a certain item will run true-to-size.