Returns & Refunds
What is the JOY Online Returns Policy?
At JOY, we aim to provide the highest standards in quality and service. In the unlikely event that an item you purchased online isn't quite right, you can return it to us for a refund within 14 days of receiving your delivery.
Please note, for hygiene reasons, certain items cannot be returned. These include; pierced jewellery, underwear, swimwear and opened beauty and grooming products.
Provided the item is unworn and in a re-saleable condition with all tags attached, we will refund the full price paid for the item, less delivery.
How do I return an item?
To return an item to us, simply package up your items, complete the returns form on your delivery note, affix the Royal Mail delivery label and drop it off at your local post office, obtaining proof of postage. If you opt for a refund, we will process and refund the full amount minus £2.50 postage & handling fee to cover the cost of the return. Orders placed online cannot be returned in-store for a refund.
You may also return items to us at your own expense, using your chosen carrier and obtaining proof of postage. To do so, please complete the returns form on your delivery note and send to:
Can I Exchange an Item?
You may exchange full price items for a different size or colour completely free by returning them using the Royal Mail delivery label included on your delivery note or by taking the item in-store with your delivery note. Sale items cannot be exchanged.
If you would like an alternative item, you will need to return the original item and place a new order.
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 your delivery note and send to:
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 on your delivery note, however this will incur a £2.50 handling charge to cover the cost of the return. You may also return items to us at your own expense, using your chosen carrier and obtaining proof of postage.
2. Can I return an item bought online, to a JOY store?
You can exchange any full price item bought online in-store for an alternative size or colour. However, online orders cannot currently be returned to store for a refund. To receive a refund for items bought online, they will need to be returned back to our warehouse within 14 days.
3. What do I do if I’m sent a faulty item?
If you receive a faulty item with your online order, please get in touch with our dedicated Customer Service team who will be able to resolve the issue for you:
02032 845 944
4. What should I do if I have misplaced my delivery note?
Please download the following returns form here.
It is essential that you include this form for us to identify your order and process your refund or exchange.
In Store Returns
What is the JOY In Store Returns Policy?
At JOY we aim to provide the highest standards in quality and service. In the unlikely event that an item purchased in store isn't quite right, you can return it to any JOY store within 14 days from date of purchase for a full refund or exchange (valid on full price items only). We are happy to offer a refund or provide store credit providing you still have your receipt, and the items are returned in perfect condition, 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 7 days. However, unfortunately sale items cannot be exchanged for an alternative item, or returned for a refund.
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 in tact.
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.