Shipping + Returns
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Free shipping using the Royal Mail is included in the website price.

UK purchases are shipped using the Royal Mail Special Delivery service. Items are tracked, signed for and fully insured.

International purchases sent using the Royal Mail international are tracked and insured up to a value of £250. This is included in the website price. We also offer international shipping using DHL Express with full insurance. This is available at a flat rate of GBP£40 as an option at checkout.

SHIPPING:

We endeavor to ship your order within 3 business days of payment. We will provide the tracking reference by email once we have it. Please check your Junk Mail if you are expecting tracking details but have not received them. Tracking information can also be given on Instagram via DM - just ask! Packages will usually require a signature upon arrival.

Estimated shipping times for the Royal Mail insured service are 1-2 business days for UK orders and 7-14 working days for overseas orders. For DHL Express it is up to 7 working days, depending on location.

We ship international orders from Monday to Thursday. (Parcels posted on Fridays and Saturdays tend to take longer to arrive as they sit in the post office or at Heathrow over the weekend.) UK orders are usually posted the next working day (Monday to Friday).

Please ensure that the correct shipping address is placed on your PayPal account or on your order on the website so we don’t ship to the wrong address.

DHL Express collect from Joanies Jewels at 8.45am Monday to Friday. DHL Express shipments usually go out the business day following payment to allow time to process your order. A valid mobile phone number and email address must be provided for the DHL Express documentation before a collection booking can be made.

CUSTOMS DUTY, IMPORT TAXES & VAT:

Buyers are responsible for any customs duties and import taxes that may apply. Rates vary from country to country so please get in touch with your local customs agency if in doubt. We charge no tax or VAT on any international orders.

Joanies Jewels is registered for VAT in the UK. Any VAT arising as a result of sales to EU countries are the responsibility of the customer and may be payable as part of import taxes due.

Joanies Jewels’ VAT number is: 397213280.

We do not accept returns arising as a result of import duties and taxes being imposed.

We are not responsible for any delays due to Customs’ enquiries.

RETURNS:

We want you to be happy with your purchase. If you would like to return your purchase please get in touch as outlined below to arrange a refund.

UK RETURNS:

We want you to be happy with your purchase. If you would like to return your purchase please get in touch as outlined below to arrange a refund.

You have 14 days to return an item if you are not happy with your order. If items are returned buyers are responsible for all shipping and transaction costs unless the item has been incorrectly described on the website.

If an item has been incorrectly described on the website you have thirty days following receipt of the piece to request a full refund in accordance with your Statutory Rights. Receipt is deemed to be delivery to the shipping address specified on your order at the time of purchase.

Returns should be made via an insured, tracked and signed for service and we should receive confirmation that the item has been sent with a tracking reference and a photograph of the parcel with its labels attached within 7 days.

Unfortunately we can’t provide a refund for items that are sent back to us by uninsured or non-recorded delivery if they become lost or damaged in transit. Items must be returned in the condition in which they were originally shipped to be eligible for a refund.

Items that have been customised or sized to a customers requirements are not eligible for return. This includes items customised or sized on the customer’s behalf before shipping.

INTERNATIONAL RETURNS:

You have 14 days to return an item if you are not happy with your order. If items are returned buyers are responsible for all shipping and transaction costs unless the item has been incorrectly described on the website.

If an item has been incorrectly described on the website you have thirty days following receipt of the piece to request a full refund in accordance with UK Statutory Rights. Receipt is deemed to be delivery to the shipping address specified on your order at the time of purchase.

When returning an item please mark the package as ‘UK RETURNED GOODS’. Please do this clearly and in large letters. The EORI number to be used for international returns is GB397213280000. Please quote this on the shipping documentation. This is important to avoid any additional charges or delays through customs.

Any import fees incurred by Joanies Jewels on a return due to incorrect or unclear labelling will be deducted from the customer’s refund. Please send the parcel via an insured, tracked and signed for service as outlined above. If you received your item in a box please return it in a similar sized box for the safety of the piece. Please let us have the tracking reference and a photograph of the parcel with its labels attached within 7 days.

Unfortunately we cannot provide a refund for items that are sent back to us by uninsured or non-recorded delivery if they become lost or damaged in transit. Items must be returned in the condition in which they were originally shipped to be eligible for a refund.

The name and address on the paperwork for the return must tie in with the original order.

We do not accept returns due to unexpected customs fees or taxes levied on a purchase.

Items that have been customised or sized to a customers requirements are not eligible for return. This includes items customised or sized on the customer’s behalf before shipping.

LAYAWAY RETURNS:

If an item purchased on layaway is returned it is subject to a restocking fee of 15% of its purchase price.