Returns & Refunds

Can I return an item for a refund?

Returns are accepted on all undamaged items except framed prints as these are custom made to order. To be eligible for a return, your item must be unused and in the same condition that you received it. For returned items we will issue a full item refund.


How long after I make a purchase can I return an item?

Returned items must be received within 14 days of dispatch for UK orders and within 30 days of dispatch for international orders.


How do I make a return?

1. Send us an email at help@caiandjo.com to confirm your order is eligible for return.

2. Please print your order confirmation or write your name, address and order number on a paper to be included in your return package. 

3. Carefully package your item for return as we can only accept returns where the item and packaging are in perfect condition.

4. Please send your return to the following address: 

cai & jo, 2-4 Arbutus Street, London, E8 4DT, United Kingdom

5. We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us.


How long does a refund take?

We will process your return within 10 working days of receiving it. You will be notified via email, and the refund will be processed back to the original payment methods. The time taken for the payment processor to issue your refund varies and we are not in control of this.


Can I get my shipping fees back?

Unfortunately we are not able to refund shipping fees. 


Do I have to pay for return postage?

We're unable to cover return postage costs for the return of unwanted items. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.


What if I received a damaged item?

We are very sorry if your item has arrived damaged, please contact us at contact@caiandjo.com with details including a picture of the damage, and we will get in touch as soon as possible.


What if I an incorrect item in my order?

If we've made a mistake with your order, we will fix it right away. Please contact us with details and we will ensure you receive the correct items.


What happens if my order was returned to you?

Items returned to us are not eligible for refunds except under exceptional circumstances where you as the buyer are not at fault. It is your responsibility to ensure your address is correct, and to collect your order from the post office should you need to.


Can I return a framed print?

Framed prints are not eligible for return as they are custom made to order. If your framed print arrives damaged, please contact us at contact@caiandjo.com with details.