Returns & Exchanges

We want you to love your JOY purchase. If something is not quite right, we have made our returns process clear and easy to follow.

You have 28 days from the date of delivery to register a return through our returns portal.

Eligible items can be returned for a refund, exchange, or JOY Credit, subject to the conditions below.

How to Return or Exchange

• Visit our returns portal
• Enter your order number and email address
• Select the item(s) you wish to return or exchange
• Choose your preferred option:
  • Refund to original payment method
  • Exchange for another size (where available)
  • JOY Credit
• Follow the instructions provided to complete your return

JOY Credit Bonus

If you choose JOY Credit instead of a refund, you will receive an additional 10% of your return value to spend with us.

UK Returns

Returns within the UK cost £3.95, which will be deducted from your refund or credit.

Once we receive and inspect your returned items, refunds are typically processed within 5–10 working days.

International Returns

For returns outside the UK, please use our global returns portal.

International return costs vary depending on your location.

Refunds are typically processed within up to 3 weeks after the returned items have been received and inspected.

Return Conditions

Returned items must be:

• Unworn and unwashed
• In their original condition
• With all tags still attached

Items that do not meet these conditions may not be eligible for a refund.

Non-Returnable Items

Due to hygiene reasons, we cannot accept returns on the following items:

• Pierced jewellery
• Underwear or swimwear
• Socks
• Opened beauty or grooming products

Sizing

If you are unsure about sizing before placing an order, please visit our Size Guide.

FAQs

Can I return sale items?

Sale items can be returned within 28 days using our JOY returns portal.

What should I do if I cannot find my order number?

Your order number begins with #JOY-XXXXX and can be found in your order confirmation email. If you cannot locate it, please email contactus@joythestore.com and we will be happy to help.