RETURNS & EXCHANGES

What is the JOY Returns Policy?

At JOY we aim to delight our customers by providing the highest standards in quality, service and the JOY experience. In the unlikely event that the item just isn't quite right and you are not fully satisfied with the purchase, please send it back to us within 14 days. Please note that our sale items have a 7 day return policy. This is to enable us to process the return item and put it back into sale online before the sale ends.

We are happy to refund you within the 14 days (7 days for sale items) providing the items are returned in perfect condition and where possible in their original packaging with tags attached. We will refund you the amount through the original payment method.

The only exception is pierced jewellery, tights and swimwear, which we cannot offer refunds for, unless faulty, due to hygiene reasons.

What is the JOY Exchange Policy?

If are happy with your item (s) but require a different size or colour, we will offer an exchange within 14 days (from the date received) on goods that are unworn, unwashed and with tags still intact.  

Simply state your requirements on the returns form provided. You can check the availability of your chosen size/colour on the website. If the size or colour you have requested is no longer in stock at the time your return is received we will contact you to let you know.

Unfortunately we are unable to offer exchanges for alternative styles at this time. You will need to return the unwanted item to us for processing and refund first and then place a new order.

Where do I send my returns?

If you are returning items bought on the website please send them to:

Joy Returns
11 Beadman Street,
West Norwood,
London
SE27 0DN

You are sending your purchase back, why not tell us why?

If your purchase was not as you expected, that's okay. Just tell us why you weren't satisfied with the item. By doing this it helps us to further develop the product for our customers and helps to alleviate any future problems.

Do I have to pay for returning items to Joy?

Yes. We advise that returns are sent at your own expense. We recommend that you send the parcel via recorded delivery and to keep the proof of postage, as all items are your responsibility until they have reached our Returns department. 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. We will email on the day the refund is processed.

For items that have been sent incorrectly or are damaged, we will refund all costs incurred.

What happens if I have misplaced my delivery note?

If you still have your confirmation emails, you can use those as your delivery note. Otherwise, please enclose with the parcel your full name, address telephone number and if you still have it your order id number. That way we will be able to identify your customer details.

Do you refund for delivery charges on returned goods?

We cannot pay for your return however if your purchase was faulty, we will refund you for the postage cost for the delivery of your purchase.

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 your purchase. In this case, we will provide a full refund but will require you to return your cancelled items to us at your expense.

Store Returns Policy

We are not currently able to provide returns in store for orders made online.

For purchases made in store, we offer an exchange or credit note on full price merchandise, if returned in a saleable condition, with a receipt, within 14 days.

We do not however offer a refund on unwanted items.

We do not offer an exchange or credit notes on sale items.

This is in addition to your statutory rights.

Free Gift returns policy

Quite often JOY will run a complimentary gift when a customer spends a certain amount or more online. If you spend this amount or more, you will receive the free gift. When returning items; if your order total becomes less than that amount after removing the cost of the returned items, you will be required to return the free gift received with purchase. But if your order is still equal to or greater than the stated amount then you may keep the free gift uncharged. (Order costs do not include delivery charges.) For example, if the required spend is £75 and:

• your order is £100 but you choose to return £30 worth of goods, (new order total £70) you will be required to return your free gift
• your order is £100 but you choose to return £25 worth of goods, (new order total £75) you will not be required to return your free gift

Spending the required amount is compulsory to owning the free gift, so if the free gift is not returned the value of that gift will be deducted from your card. JOY will contact you first, if this is the case.

Statutory Rights

Your UK statutory rights are not affected by our returns policy.
Joythestore Ltd. trading as Joy
Company No. 6895439
Vat No. 971295202

Registered address:
10-11 Bishop's Terrace
London
SE11 4UE

Additional queries

If we haven't provided you with adequate information here, please email us at contactus@joythestore.com
We aim to answer all messages on the day that they were sent. In busy periods this is not always possible.