Our return address is:
Joy and Joe
The Catapult Centre, 7 Haydock Street, St. Helens, WA10 1DD
We focus on providing our customers with the very best customer service and support. This is includes any time that you may not be happy with the product you receive.
3.1.0 If you change your mind, Joy and Joe limited, UK is happy to provide a full refund or exchange on goods that are returned within 7 days of purchase. The goods must be “as-new”, unsoiled to be refunded or exchanged. Refunds are provided minus all shipping costs. If you return something to us, we will need to charge a 10% restocking fee. Refunds will only be given once the product has been returned. We recommend you think about paying a bit extra to register your postage. This is the closest you can get to in ensuring the safe arrival of your order. Joy and Joe Ltd will not be liable for the loss of the return item in post or the cost of returning the goods to us.
3.2.0 When you receive your wrap, please look over it thoroughly for any flaws. Some flaws are part of the weaving process and therefore will not be classified as a fault. Our article on woven wrap flaws sheds more light on this topic (scroll down to read). If a product is deemed to be found faulty, then Joy and Joe limited will waive the cost of the return shipping (for a standard UK delivery cost only) and restocking fees will not apply. In this case, we will replace the faulty item. In a situation where a replacement cannot be provided, we will refund.
We may ask you to email us some pictures to check the issue with our weavers. Joy and Joe Ltd will not pay for international return shipping cost instead a standard UK delivery rate will be paid in the case of faulty goods return.
Please retain a copy of your purchase receipts for warranty purposes.
If you feel you that your product is not functioning or is faulty in any way, please contact us prior to returning any item.
3.3.0 If for any other reasons except for a fault you decide to return your item within 7 days of receiving it, we will refund the amount you have paid excluding the original postage cost. Refunds for items returned within 7 days of receiving them will exclude the original postage costs and 10% re-stocking fee may be applied. Joy and Joe Ltd will not be liable for return cost of the item.
This does not apply to Pre-order goods. Please read below (3.5.0) about return and cancellation for Pre-ordered items. This does not affect your statutory rights.
3.4.0 Please contact us before returning your item. When returning your items, please make sure you enclose a copy of your order or the following information: name, address, and telephone number – order number – list of items returned and reason for returning -what you would like us to do (refund/exchange)
We recommend that you use recorded delivery, please contact your Post Office for advice.
3.5.0 Pre-order cancellations and returns policy (For pre-ordered woven wraps only)
3.5.1 When pre-ordering a woven wrap from our online shop, there will usually be two payment options, one is the full payment and the other is the part payment. After you’ve pre-ordered your wrap, plans will be in gear to get your wrap woven to your design/blend specifications. In the occasion where there’s a change of mind and a refund is requested, you can cancel your pre-order within 7 days of payment for full refund. However, if you decide to cancel after 7 days, your refund will not be processed until the weaving process is completed and 20% of total cost is non-refundable. This is to partly cover the expenses that have already gone into weaving your pre-ordered woven wrap. For any inquires about this information, please email firstname.lastname@example.org