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 28 days. Please note that our sale items have a 14 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 28 days (14 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 you are still eager to be as fashionable as ever, then why not exchange the item for something that might suit you that little bit better. We are happy to exchange goods for our customers if they are unworn, unwashed and tags are still intact. Also, if the item you were sent is faulty, or if there is any other reason you are unhappy with your purchase, we are happy for you to return this to be exchanged. Please simply send a copy of your original invoice and we will have your new items sent out to you all wrapped up and delivered within 7 days.
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 promote a complimentary gift when a customer spends £75 or more online. If you spend £75 or more, you will receive the free gift. When returning items; if your order total becomes less than £75 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 £75 then you may keep the free gift uncharged. (Order costs do not include delivery charges.) For example:
If 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.
If 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.
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