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Returns & Refunds

Online Returns In Store Returns

Online Returns

What is the JOY Online Returns Policy?

At JOY we aim to provide the highest standards in quality and service. In the unlikely event that an item you purchased online isn't quite right, you can send it back to us for a refund; simply package the item, fill out the invoice provided and include inside your parcel.

For UK returns please send via The Post Office, free of charge. Please retain your proof of postage.

Subsidised Returns

We are happy to refund you within 14 days (from date of receival) providing the item(s) are returned in saleable condition with tags attached. A subsidised flat rate of £2.50 for processing costs will be deducted from your original refund value.* Your final credit will be refunded back on to your original payment method.

Please note: We do not offer a refund on pierced jewellery, tights and swimwear, unless the item you receive is faulty or damaged.

For international orders, we kindly ask our customers to return their item(s) at their own expense.

Unfortunately we do not currently offer exchanges with online orders. In this case, you will need to return the unwanted item(s) to us for a refund and then place a new order. Once your return is received back into our warehouse, you will receive a confirmation email detailing the receipt of your item(s) and refund. (Please allow up to 21 working days for this process)


*Faulty items are exempt from £2.50 surcharge.

Where do I send my returns?

If you are returning item(s) bought online, please send to:

JOY Warehouse,
SEKO Synergy Retail Support Ltd,
Ravens Way,
Crow Lane Industrial Estate,

What Is The JOY Free Gift Returns Policy?

Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning items; if your order total becomes less than that amount needed to receive the free gift, you will be required to return the free gift. If you return items and your order is still equal to, or greater than the stated amount, then you may keep the free gift uncharged. Spending the required amount is compulsory to owning the free gift, so if the free gift is not returned then the value of the gift will be deducted from your card. JOY will contact you first, if this is the case.


1. Do I have to pay to return my items?

Yes. Returns are sent at your own expense. We recommend that you send the parcel Recorded Delivery and keep the proof of postage receipt, as we will not take responsibility for your items until they reach our warehouse. Refunds and exchanges cannot be provided on goods that have been lost in the post. All refunds will be issued to the same payment method as the original order and will be processed within 21 days. You will receive a confirmation email when your refund has been processed, and the money can take up to 4 working days to reach your account.

2. Can I return sale items?

Yes, you can return sale items for a refund or exchange within 7 days of receipt, providing they are unworn, unwashed and have all tags attached.

3. Can I return an item bought online, to a JOY store?

You can return an item bought online to a store if you’d like to exchange for an alternative size or colour. However, unfortunately online orders cannot currently be returned to store for a refund. To receive a refund for items bought online, they will need to be returned back to our warehouse within 14 days.

4. What do I do if I’m sent a faulty item?

If you receive a faulty item with your online order, please get in touch with our dedicated Customer Service team who will be able to resolve the issue for you:

0845 450 2899

5. What should I do if I have misplaced my delivery note?

Please download the following returns form. It is ssential that you include this form for us to identify your order and provide your refund.

6. Distance Selling Regulations

In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel any purchases. In this case, we will provide a full refund including postage paid originally, but will require you to return your cancelled items to us at your expense (£2.50 charge).

In Store Returns

What is the JOY In Store Returns Policy?

At JOY we aim to provide the highest standards in quality and service. In the unlikely event that an item purchased in store isn't quite right, you can return it to any JOY store for an exchange, or alternatively, for store credit. We are happy to exchange or provide store credit providing you still have your receipt, and the items are returned in perfect condition, with tags attached. We do not currently offer in-store refunds on unwanted items. Store credit can only be redeemed in store and not online at this time. Store credit is valid for 6 months from date of issue.

Please note: we do not offer a refund or exchange on pierced jewellery, tights and swimwear, unless the item you have purchased is faulty or damaged.


1. Can I return a sale item purchased in store?

Sale items purchased in store can be exchanged in store for an alternative colour or size within 7 days. However, unfortunately sale items cannot be exchanged for an alternative item, or returned for a refund.

Please note: Proof of purchase will need to be shown for an exchange on a sale item, and the item(s) will need to be unworn, unwashed, with tags still in tact.

2. Can I return a faulty item in store, for a refund or exchange?

If you have purchased an item that is faulty, you can return the item back to store for a refund, or exchange.

Please note: you will need to show a proof of purchase to receive a refund or exchange on a faulty item.