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
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)
Returning an Item
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.
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.
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.