Delivery & Returns Policy

Customs & Import Charges

Orders shipped outside the UK may be subject to customs duties, import taxes, handling fees or other charges imposed by the destination country.

These charges are not included in the price of your order or delivery charge and are the responsibility of the customer. We have no control over the amount charged by local customs authorities.

Customers are responsible for checking and paying any customs duties, import taxes or other local charges applicable to their order.

Unpaid Customs Charges & Refused International Deliveries

If an international order is refused, left unclaimed or returned to us because the customer has not paid applicable customs duties, import taxes or other charges requested by the destination country or carrier, this will not automatically be treated as a standard change-of-mind return.

Where appropriate, we may offer store credit for the value of eligible products successfully returned to us, subject to their condition and any applicable costs incurred as a result of the parcel being refused, unclaimed or returned.

Where you have a statutory right to cancel your order and have validly exercised that right, your statutory cancellation and refund rights will apply.

Nothing in this section limits or excludes any rights you may have under applicable consumer law.

Returns & Refunds

We hope you love your Jordana Ticia order. If you change your mind, you may notify us that you wish to return an eligible item within 14 days of receiving your order, subject to the conditions below and your statutory rights.

Change-of-Mind Returns

Please contact us within 14 days of receiving your order if you wish to cancel or return an eligible item.

Where you exercise a statutory right to cancel an eligible online purchase within the applicable cancellation period, any refund due will be processed in accordance with your statutory rights.

Unless the product is faulty, damaged or incorrect, you will normally be responsible for the cost of returning it to us.

Products should be returned with their original packaging and accessories where possible and must be appropriately packaged to prevent damage during return transit.

We reserve the right, where permitted by law, to make an appropriate deduction from a refund where the value of returned goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Cosmetics, Hygiene Seals & Opened Products

For health protection and hygiene reasons, certain cosmetic products are supplied sealed.

Where a product is not suitable for return for health protection or hygiene reasons, your right to cancel may cease once the hygiene or tamper seal has been broken or removed.

Please therefore check the product, shade and other relevant details carefully before breaking any hygiene or tamper seal or using the product.

Choosing the wrong shade or colour, or deciding that a shade does not suit you after an applicable hygiene seal has been broken, does not make the product faulty.

Where you are not legally entitled to return an opened or unsealed product, we may, at our discretion, offer store credit as a gesture of goodwill. Any such offer is discretionary and will be considered on a case-by-case basis. Offering store credit in one instance does not create an entitlement to store credit in future cases.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to your statutory rights.

Store Credit

In circumstances where you are not entitled to a monetary refund, we may choose to offer store credit as a gesture of goodwill.

Any discretionary store credit offered will be confirmed to you by our Customer Care team.

Where you are legally entitled to a monetary refund, we will not require you to accept store credit instead. We may offer store credit as an alternative, but you are free to choose the refund to which you are legally entitled.

How to Make a Return

Please contact us before returning your order and provide your order details and the item(s) you wish to return.

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.

We strongly recommend using a tracked postal service and retaining your proof of postage. Please package your return securely and include your order details or proof of purchase so that we can identify and process it.

Returns should be sent to:

Jordana Ticia Returns
Ashbury Works
Gorton Road
Pottery Lane
Manchester
M12 5AD
United Kingdom

Please do not send products back without sufficient identifying order information, as this may delay our ability to process your return.

Condition of Returned Items

All returned parcels are subject to inspection when they arrive with us.

We can only process a return based on the products that are actually received back by us. If an item is missing from the returned parcel, has been used beyond what is permitted by law, or has been damaged after delivery to you, this may affect the amount that can be refunded or credited, where permitted by law.

If there is a discrepancy between the products you tell us you have returned and the contents we receive, we may contact you for further information while we investigate the return.

We recommend retaining your proof of postage until your return has been fully resolved.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or is not the item you ordered, please contact us as soon as possible with your order number and details of the issue.

We may ask you to provide photographs or other reasonable information to help us understand and resolve the problem. This does not affect your statutory rights.

Where an item is faulty, not as described, not of satisfactory quality or otherwise does not comply with your statutory rights, we will provide the remedy to which you are legally entitled. Depending on the circumstances, this may include a refund or replacement.

Refunds

Where you are entitled to a refund, it will be processed in accordance with your statutory rights and, where required by law, using the same payment method used for the original transaction.

Please note that your bank or payment provider may take additional time to make a processed refund available in your account.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights or remedies you have under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.