Returns & Exchanges

Online Returns

What is the JOY Online Returns Policy?

All items for return or exchange must be sent back within 14 days of receiving your delivery in a resalable condition – unwashed, unworn (except for the purposes of trying on) and with original tags attached to receive your refund.

Please note, for hygiene reasons, certain items cannot be returned. These include; pierced jewellery, underwear, swimwear and opened beauty and grooming products.

UK Returns

How do I return an item ?

Returning items to us is easy.

1- Log into your account on the website and select ‘My Returns’.
2- Select ‘Add a New Return Form’
3- Select the items and quantities from your order you would like to return, the reasons for return and refund method.
4- Simply click submit.
5- Customer Services will email you a returns label within 24 hours (Excluding Sunday), We are generally much quicker than this time frame.
6- Attach the Royal Mail delivery label to your package and drop it off at your local post office

You can check back on your return at any time to see its progress, including when we receive the package, verify the contents, approve the refund, and refund your account.

Alternatively, you are able to request a returns label via the JOY Royal Mail returns portal here:

Please note that all returns cost £3.95. This will be removed from the total refund amount. We recommend that you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive. Orders placed online cannot be returned in-store for a refund. Please send back to: 8 Beadman St, London, SE27 0DN.

If your order does not show within ‘My Returns’ it is possible that you are outside the eligible 14 days for a refund. Please contact the customer service team who will be happy to assist.

If you need any help with returns, please do not hesitate to contact our team at

International Returns

You can return items to us within 14 days for refund or exchange at your own expense and using your chosen carrier, obtaining proof of postage. To do so, please complete the returns form on ‘My Returns’ within your account (details on this step by step above) and send to:

JOY Warehouse,

8 - 10 Beadman Street


SE27 0DN

United Kingdom


We process refunds as quickly as we can but sometimes it can take a while between posting back the returned item(s) and receiving your refund depending on the number of orders we have to process.

You can track your returned parcel with the tracking number provided on your Royal Mail receipt to see that is has arrived safely at our warehouse and we will send you an email when we have processed your refund. Please do not contact us before 30 days or more have passed and you still haven’t received your refund.

Refunds are always credited back to the original method of payment.

If you purchased a set, you would need to return all pieces in the set for a full refund. We cannot accept any partial set orders for refund.

Please note that the following items are not eligible for return: earrings, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

Can I Exchange an Item?

You may exchange full price items. Simply fill out the return form in ‘My Returns’ within your account and select ‘EXCHANGE’ as a reason for return, indicate in the comments box provided what you would like the item to be exchanged for. Details on filling out the returns form within your account can be found above.

All exchanges are subject to stock availability. If an item is out of stock at the time of your exchange being processed, a full refund will be issued. Please do contact customer services for any help on stock availability at

We do not accept exchanges on sale items. If you would like to exchange your returned item for another, we would ask that you place a new order and get your original item fully refunded.

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. Can I return sale items?

Sale items can be returned within 14 days for a refund using the Royal Mail label included in your delivery note.

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

Unfortunately, we do not accept in store returns on items purchased online at present. This is something we would like to provide in the future and are in the process of working on.

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

If you receive a faulty item with your online order, please contact our customer service team who will be able to resolve the issue for you:


4. What should I do if I can’t find my order number?

Please email us at

In Store Returns

What is the JOY In Store Returns Policy?

You can return items purchased in store to any JOY store within 14 days from date of purchase for a full refund or exchange. We are happy to offer a refund or provide store credit providing you still have your receipt, and the items are returned in resellable condition - unwashed, unworn (except for the purposes of trying on) and with tags attached.

Store credit can only be redeemed in store and not online at this time. Unless otherwise stated, 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, swimwear and opened beauty and grooming products 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 14 days.

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 intact.

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.