Refund policy

Handmade & Pre-Order Policy Every item at Jim Jams is uniquely crafted by hand during dedicated pre-order windows. Because our garments are made-to-order and we do not hold ready-made stock, our return policy differs from mass-market stores.

Breed Fit & Sizing Our garments are tailored specifically for the body shape of the stated breed of that product.

• While some other breeds may fall within our size measurements, please proceed with caution when ordering for a different breed, as proportions and fit may differ.

• Need help with sizing? If you're unsure which size to choose or need advice on whether a garment will fit your dog, please contact us at woof@jimjams.nz before placing your order - we’re happy to help you find the right fit!

Returns & Customer Sizing Errors Because each piece is custom-made to order:

• Incorrect Sizing: We do not offer refunds, returns, or exchanges for customer sizing errors. Customers are responsible for measuring their dog carefully against our Size Guide prior to checkout.

• Our Fit Guarantee: If we send an item that does not match the dimensions specified for the size you ordered, or if we send the wrong item by mistake, please email us within 7 days of delivery. We will priority-craft a replacement or issue a full refund at no cost to you.

Cancellations Because materials are prepared specifically for your order once the pre-order window closes, order cancellations are only accepted within 24 hours of purchase. After 24 hours, production begins and orders cannot be canceled.

Damaged or Defective Items Please inspect your package upon arrival. If an item arrives damaged or with a handmade defect, contact us immediately at woof@jimjams.nz with photos so we can make it right.