Refund policy
At Sutton James, we want you to feel confident in your purchase. If you’re not completely satisfied with your order, we’re here to help.
Returns & Exchanges
We accept returns and exchanges within 30 days of the delivery date.
To be eligible for a return or exchange:
The item must be in new condition, unused, and in its original packaging.
Returns must be shipped with tracking and marked as delivered before we can process a refund or exchange.
You must email us with your return tracking number once the parcel has been dispatched.
Please send your return request and tracking number to: help@sutton-james.co.uk
Return Shipping Costs
- Customers are responsible for all return shipping costs.
- We recommend using a trackable shipping service, as we cannot issue refunds for parcels that are lost or undelivered.
Refunds
Once your returned parcel is received and marked as delivered, we will inspect the item(s) and issue your refund.
- Refunds will be processed to your original payment method within 5–10 business days after approval.
- You will receive a confirmation email once your refund is completed.
Important:
If you do not provide a valid return tracking number, we are unable to process your refund.
Non-Returnable Items
For hygiene reasons, the following items cannot be returned or exchanged (unless faulty):
- Items marked as final sale or non-returnable at checkout
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 7 days of delivery with photos of the issue. We’ll be happy to offer a replacement or refund where appropriate.
Contact Us
If you have any questions about your return, please reach out:
Company Information
Business Name: CALI CLO LLC
Address: 30 N Gould St Ste R, Sheridan, WY 82801, United States
Phone: (307) 424-2825
Email: help@sutton-james.co.uk
EIN: 61-2188679
Customer Service Hours
Monday to Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: Closed
Response Time: We aim to respond to all inquiries within 24 hours.