How do I return an item ?
Returning items to us is completely free!* Simply package up your items, complete the returns form on your delivery note, stick on the Royal Mail delivery label and drop it off at your local post office. 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. *Only first return is free. Customers who wish to return exchanged items will have to pay for cost of the return.
8 - 10 Beadman Street
*Free returns UK only
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:
8 - 10 Beadman Street
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 amount 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 will 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 for a different size or colour. Simply fill out the Royal Mail delivery label included on your delivery note indicating that you would like an exchange for a new size/colour in the ‘Return Reason Code’ column.
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.
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.
Please note that in sale we only offer free returns on orders of £50 or more.
We do not offer exchanges on sale items sadly.
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.