Joy With Jo Returns Policy

Change of Mind Returns

At Joy With Jo, rest assured that customer satisfaction is our top priority. If for any reason you are not satisfied with your order or you’ve changed your mind, you may return it for a store credit or refund. The following conditions apply:-

  • A return request must be submitted within 14 calendar days after receiving your order. Any returns that are sent back to us without a return request will not be accepted. After our customer service team contacts you with your RMA number and return address, you must then post the return back to us within 7 calendar days (excludes delivery time).
  • For international returns, please note that the return must be received within 30 calendar days after it has been posted (please do not use sea mail).
  • The item(s) must be returned in their original packaging, with all labels and swing tags still attached. All matching accessories (if any) must be returned as well.
  • The item(s) must be returned in their original and resaleable condition and should not have any distinct smell (e.g. perfume, deodorant), stains (e.g. makeup, sweat) and/or covered in pet hair. Therefore, please be mindful of your perfume, deodorant or makeup when trying on your item(s).
  • Please note that we cannot accept products that have been worn, washed, used, damaged, soiled or altered.
  • A maximum of three(3) items can be returned per purchase/transaction.
  • Item(s) are not final sale items*. Final sale items will be marked accordingly on the product page itself.
  • For sale item(s), we will accept returns for a store credit only. If the sale item(s) are faulty, we will meet our obligations under the Australian Consumer Law to provide a resolution.

Excluded Change of Mind Returns

The following items cannot be returned if you change your mind:

  • We regret that we are unable to accept returns for earrings and hair items/accessories for health and hygiene reasons.
  • Gift cards

Refunds

Please note that shipping and handling charges are not refundable. If your purchase was made with a promotional code, you will be refunded the actual amount paid less shipping charges as promotional codes carry no value. In addition, if the total order value after your return is less than the free shipping threshold, then the shipping fee applicable on your order will be deducted from your final refund amount. It will take around 5-10 business days for the refund to be posted back to your account (this may vary depending on your bank).

Store Credit (including Exchanges)

Don’t see anything you like at the moment? No worries, your store credit is valid for 12 months after the issue date. Store credit can only be used for purchasing merchandise, it cannot be used towards shipping costs.

Due to the rate at which items sell out, we do not offer online exchanges. Unfortunately, we cannot hold or reserve the exchange item(s) for you either.

If you’d like to exchange your item for something else instead, you have either one of the following options below:-

  1. You may return the item you would like to exchange and then place a new order for the item you would like instead. After we’ve received and approved your return, we will refund you for your original purchase.
  2. You may return the item you would like to exchange and wait for us to receive and approve your return. We will then issue a store credit which you can then use to purchase your new item accordingly.

Please note that your store credit is the equivalent of the actual amount you have paid on your order, less any discounts including free shipping or promotional codes.

Returning an Item

To initiate a return, simply select the items you wish to return via your account’s control panel (My Account > Orders). Locate the order you would like to return and click on the Return button. If you do not have an account (purchased via guest checkout), then please submit a return request using the form here.

If you are requesting for a refund, please select “Request for refund” as your Reason for Return. If you are requesting for a store credit, select “Request for store credit” accordingly. Please take note that you will need to bear the shipping costs to have the replacement item shipped to you. To use your store credit, enter the code in the box called “Coupon Code” in your Shopping Bag. Click the “Apply Code” button to see the new adjusted price once the code has been applied.

Once we’ve acknowledged your return request, you will receive an email from us with further details, including the return address. You may then proceed to send the items back to us with its original tags and packaging. Please note that you will need to bear all return shipping costs. For international customers, please note that you are responsible to pay any and all fees including duties and taxes.

JoyWithJo.com recommends that you send your items back to us with insurance (and a tracking number). That way, you are protected from the possibility of package loss or damages. Please note that we are not responsible for any packages that are delayed, lost or damaged in transit.

Returns take approximately 7 business days to be processed once received. A final inspection will be done to ensure that it is in its original condition. Please note that JoyWithJo.com reserves the right to reject a returned item and return the item to you at your cost or impose a restocking fee if it does not satisfy any of the criteria listed above.

No Cancellation Policy

As we strive to ensure that you receive your order as quickly as possible, once an order has been placed and processed, it is not possible to change or cancel it. Please arrange for the item to be returned to us once you’ve received it for a refund or store credit. If your order has not yet been shipped, we may be able to assist with a refund less any/all administrative and processing fees.

Custom Made / Final Sale Items*

Our usual returns policy does not apply to custom made and final sale items. We are unable to accept returns for these items. Custom made items will be made exactly according to your measurements and/or other specific requirements. Any errors in the customisation details on your part will be your responsibility, and as such, the item cannot be returned to us for a refund or an exchange. If the custom made or final sale items are faulty, we will meet our obligations under the Australian Consumer Law to provide a resolution.

Faulty / Damaged Items

If you have received a faulty or damaged item, please contact us within 48 hours of receiving your order and we will be in touch with you as soon as possible to provide a resolution. You may be required to provide photos of the fault or damage, so please retain all necessary packaging as evidence.

While we make every effort to photograph our items as accurately as possible, slight colour differences may exist due to various factors such as your computer display settings, screen resolutions and lighting. In addition, as majority of our items are handmade, there may be slight variations or imperfections from one item to another. That’s what makes these individual pieces unique it its own way, and does not mean that the item is faulty.

Refused Packages

Orders that are refused will be charged the original shipping plus return shipping to us. Orders shipped are subject to the ‘Terms and Conditions of Service’ specified by the logistics companies.