Returns, Refunds & Exchanges

Last updated: September 2026

We make most Avg. Jon’s pieces after you order them. It helps us avoid producing mountains of unwanted stock, which feels like the sensible kind of average.

Made to order does not mean you lose your consumer rights. If something isn’t right, get in touch and we’ll help sort it.

Changed Your Mind?

If you’re in the UK, you can tell us that you wish to return a standard, non-personalised item within 14 days of receiving it.

Once you have told us, you then have another 14 days to send it back.

To start a return, email support@avg-jons.co.uk with:

Your name
Your order number
The item you want to return
A brief explanation of the issue

We’ll reply with the correct return instructions and address. Because some products are made by different production partners, please don’t send anything back without contacting us first.

Return Condition

You’re welcome to inspect and try an item on as you would in a shop.

Returned items should be:

Unwashed and unaltered
Unworn beyond being tried on
Free from marks, damage, strong odours, pet hair or other signs of use
Returned with any tags still attached, where supplied
Packaged securely for the journey back

Please reuse the original packaging where reasonably possible.

If an item has been handled beyond what is necessary to check its fit and condition, we may reduce the refund to reflect any loss in value.

Wrong Size

Ordering clothes online can involve a small amount of optimism and occasional betrayal by a tape measure.

Please check the size guide on the relevant product page before ordering. If the size isn’t right, contact us within the 14-day return window.

Because most items are made to order, we don’t currently operate automatic exchanges. An eligible item can be returned for a refund and a new size ordered separately. Get in touch first and we’ll explain the quickest option.

Return Postage

For change-of-mind and sizing returns, the cost of returning the item is the customer’s responsibility.

We recommend using a tracked service and keeping your proof of postage. Avg. Jon’s cannot be responsible for returned parcels that are lost before reaching the provided return address.

If the product is faulty, damaged, misprinted or incorrect, we’ll cover the reasonable return cost where a return is required.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact us as soon as possible at support@avg-jons.co.uk.

Include:

Your order number
A description of the problem
Clear photographs of the item
A photograph of the packaging or shipping label, if relevant

Please don’t throw the item away unless we tell you to. Depending on the issue, we may need further photographs or ask for it to be returned.

Once the issue has been confirmed, we’ll arrange an appropriate replacement, repair or refund at no additional cost to you.

Nothing in this policy affects your statutory rights concerning faulty, misdescribed or unsatisfactory goods.

Personalised and Genuinely Bespoke Items

Items made to your individual instructions—such as personalised wording, custom measurements or a specification created uniquely for you—cannot normally be returned simply because you have changed your mind.

This does not include a standard item merely because it was printed or produced after you placed the order.

Personalised and bespoke products are still covered if they arrive faulty, damaged, misprinted or not as ordered.

Sale and Promotional Items

Sale and promotional items have the same statutory return rights as full-price items unless they are genuinely personalised, bespoke or otherwise legally exempt.

Cancellations and Order Changes

Production can begin shortly after an order is placed.

If you need to change or cancel an order, email support@avg-jons.co.uk as quickly as possible with your order number. We’ll try to stop or amend it, but we cannot guarantee this once production has begun.

This does not affect any cancellation rights that apply to eligible standard, non-personalised products.

Refunds

We’ll let you know when your return has arrived and been inspected.

Approved refunds will be made to the original payment method within 14 days of receiving the returned item or evidence that it has been sent back, whichever applies first.

Where required under your statutory cancellation rights, we’ll also refund the original standard delivery charge. If you selected a more expensive delivery option, we’re only required to refund the equivalent standard delivery cost.

Your bank or payment provider may take additional time to display the refund.