Shipping - Returns - Bespoke & Custom Orders


On bespoke orders we will always be here to help with anything along way & offer an after care relationship regarding your item.

All Bespoke orders have a minimum 2 week lead time, Timeframes will be discussed during consultation.

Orders may be cancelled by customers within 24hrs of order being received and no later.

If a bespoke order is cancelled after 24hrs, 50% payment will be taken off  the total purchased price.

If you wish to amend a design feature, please contact us within 24hrs and we will be happy to discuss and amend wherever possible and discuss along the way of the process.

All designs and customisations undertaken by Jaci & Cane as part of a bespoke/custom order remain the sole property of Jaci & Cane for design and copyright purposes. Any commissions, adjustments or amendments to Jaci & Cane designs, or in creating new products, remain the property ofJaci & Cane, to be used as they choose. 

If, at our request, you send certain specific submissions (for example a build your own bag) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Jaci & Cane undertakes to provide as accurate and exact a service as possible; nevertheless, technical, factual and/or printing errors may occur. We cannot guarantee that the colour you see on your monitor will be the exact match of the colour of the goods delivered.

Jaci & Cane reserves the right to make changes and corrections to the website whenever necessary, without advance warning.



Standard shipping to all UK addresses is free. All packages are sent via Royal Mail Signed For to ensure it reaches your door safely. Please allow 2-3 days for delivery from completion of the order. Your package will require a signature.

Please note these targets cannot be guaranteed and are currently subject to potential delays due to COVID-19.



Jaci & Cane goods can be shipped worldwide via the International Tracked Royal Mail service or Parcelforce Worldwide for larger items.

Please note these targets cannot be guaranteed and are currently subject to potential delays due to COVID-19.

All customs and tax charges will be the responsibility of the buyer.

Brexit: Delivery to the European Union temporarily suspended

Customers in the EU are advised not to place any orders with us until further notice. From 1 January 2021, customers will be liable to pay import duty and VAT charges on all parcels valued at €22 and over which will be charged at destination by the courier and must be paid before delivery. If these charges are not paid the parcel will get returned to Jaci & Cane. A refund of only the product price will be issued.



We hope that you are happy with your purchase; please remember that all our products are hand-cut, dyed and sewn either by hand or machine all in our York studio.

The return must be approved by Jaci and Cane and can be discussed via email as detailed below.

Jaci and Cane will not accept any returns sent through customs incorrectly which may incur customs charges.

Jaci and Cane will not pay for returns or duties and taxes incurred upon return.

Returns and exchanges on a product is not available on any custom orders due to our handmade and bespoke service.
T: +44 7921771942


International customs duties and sales taxes are not refunded for shipments outside the UK. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).


Please note: items excluded from this policy are items that are made to your specifications or clearly personalised; perishable items or chocolates; candles, eye-wear, tights and items which have been sealed where the seal is broken (such as the pelvic corsets and panties or item classed as or worn as an under garment). These items are non-refundable and cannot be exchanged unless they are faulty or damaged.


All items are photographed and checked before sent out to you. These images will be kept on ours records until you have received the product. In the rare event that goods are delivered faulty or damaged please contact us via our site or at so we can discuss and arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, and this will be decided by Jaci & Cane via email and as mentioned in our returns policy.

Items that are damaged as a result of wear and tear are not considered to be faulty.


Questions regarding the Terms of Service should be sent to us at