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Returns & Refunds

What is the JOY Online Returns Policy?
We are happy to refund clothing and accessories providing the items are returned in a saleable condition with tags attached, within 14 days of receipt. We will refund you via your original payment method, or alternatively can provide online credit.

We do not offer a refund on pierced jewellery, tights, swimwear, books, cards and gifts unless faulty. Any faulty items need to be reported to, and approved by, our Customer Service team prior to returning.

If you return an item that does not qualify for a refund, we will get in touch to let you know your options. We will be able to arrange the re-delivery of these items at your own expense. Items bought online cannot be returned in store.

What is the JOY Online Exchange Policy?
Unfortunately, we cannot currently offer online exchanges. If you require an exchange, please send the original item back for a refund, and then place a new order for the alternative item. Please contact Customer Service to organise for the return charge to be reimbursed. You will need to provide the return reference and order number and a proof of postage receipt. Items brought online cannot be exchanged in store.

Where do I send my returns?
Online orders cannot currently be exchanged or returned in store. If you are returning items bought online, please send to:

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


Do I have to pay to return my item?
Returns are sent at your own expense. We recommend that you send your parcel Recorded Delivery, and keep the proof of postage receipt. We will not take responsibility for your parcel until we receive it at our warehouse.

How long will my return and refund take to process?
Please allow up to 28 days for your return and refund to be processed. All refunds will be issued to the same payment method as the original order. We will send an email confirming your refund has been processed.

My order has been lost in the post, can I still get a refund?
Unfortunately, we are unable to provide a refund on orders that have been lost in the post. If you have your proof of postage receipt, please open an investigation with your chosen courier.

Can I return sale items?
Yes, you can return sale items for a refund within 7 days of receipt, providing they are in saleable condition.

Can I return an item brought online, to a JOY store?
Unfortunately, items brought online cannot currently be returned to a JOY store for a refund or exchange.

What should I do if I have misplaced my delivery note?
Please see below a PDF of the returns invoice. Please ensure you fill out your details including your order number and what you are returning. Alternatively, you can use an order confirmation email in replacement of a delivery note.

Returns Form PDF

Can I keep my free gift even if I return some items?
Occasionally, we may offer a free gift with your online order when you spend a certain amount of money. Spending the required amount is compulsory to owning the free gift. When returning items, if your order total becomes less than the stated amount, you will be required to return the free gift at your own expense. If the free gift is not returned, then the value of that gift will be taken from you via your original payment method. 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.

What do I do if I’m sent a faulty item?
We’re so sorry to hear you have received a faulty item. If you have received a faulty item, please get in touch with our dedicated Customer Service team. To enable our team to deal with this problem as quickly as possible, please provide your name, order number, details of the product along with photo evidence of the fault. Once they have approved the faulty item, they will arrange a replacement, or issue a refund. Please note: if you return a faulty item that has not been pre-approved by our Customer Service team, you may be subject to charges if we do not deem the item as faulty.

How do the Distance Selling Regulations affect me?
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days, starting the moment you place your order until 7 days after you receive your order, to cancel your purchase. In this case, we will provide a full refund but will require you to return your cancelled items to us at your own expense.