Returns Policy
Returns & Exchanges
We hope that you absolutely love everything you order from JOLU ACCESSORIES BOUTIQUE, but in the event of you needing to return something please email us at joluboutique@yahoo.co.uk
If you would like an exchange or if you have any other queries we will be very happy to help you.
RETURNS
Returns need to reach us within 14 days from delivery to you.
You can also make your return or exchange in store at Jolu Boutique in Stone, Staffordshire if you live locally.
We process all refunds within three working days of receipt of goods. Please allow a few extra days for bank processing for the funds to appear in your account.
Our RETURNS ADDRESS is:
Returns... (insert order no/reference)
Jolu Accessories Boutique
Unit 3, 23 High street,
Stone
Staffordshire
ST15 8AJ
Return postage is at the COST OF THE CUSTOMER and no original shipping costs are refunded.
All item must be returned in their original state with tags etc attached and gift packaging included.
For return Postage we recommend you use the TRACKED 24 or 48 service with Royal Mail as standard minimum of FIRST CLASS for a swift return and refund. This is at your own cost and it is really importnant to keep a note of your tracking details/receipts as proof of postage as we cannot accept responsibility for parcels which do not reach us.
We don't accept deliveries on Sundays or bank holidays.
Returns must be received back to us within 14 days from receipt of the delivery via royal mail. After 14 days time a CREDIT NOTE will be issued against the cost of the items returned and if over 30 days then we cannot process the return and you will need to contact us as your terms will be invalid.
IMPORTNANT : Please note if you spend over £60 and qualify for free delivery but wish to return the whole order, we will deduct £4.99 off your refund. This is to cover our initial fee and the processing of the return.
Click & Collect : FREE
Don't live far and want to collect your order in-store? The process is simple! Proceed through our online checkout process and select 'Pick Up' as your preferred shipping method.
All orders are available for collection from our boutique store on the High Street in Stone, Staffordshire. Please ensure before collecting your order that you have received an email or notification stating your order is ready and is awaiting pick-up. If you are unsure if you have received your notification please get in touch with us. We aim to have all orders ready for collection within 12-48 hours.
Please note: If you opt for store pick-up and don't live locally or your circumstances change and you are unable to collect your order you will need to contact us to arrange payment for delivery. Orders cancelled because of this will incur a 20% administration fee. This will be deducted off your refund.
Important Update: International Shipping
Due to recent changes in shipping regulations, we have made the decision to suspend international shipping. We understand this may be disappointing and are truly sorry for any inconvenience caused.
More Information:
- All our delivery time frames are guidelines.
- An email confirmation will be sent when your order has been processed for dispatch or collection - please check spelling when entering details.
- We may not be able to fulfill your order if an item you have ordered is out of stock due to inventory error or faults.
- We may not be able to fulfill your order if we are unable to obtain authorisation for your payment or if the address is incomplete.
- We may not be able to fulfill your order if we identify a product pricing error.
- Once orders have been dispatched, we are unable to amend any items or cancel orders.
- Please ensure all delivery addresses and instructions are entered correctly. Any parcels returned due to invalid addresses will incur a charge, payable by the customer.
- Once we have dispatched your goods your order is then in the care of Royal Mail. In most cases you will receive a tracking number via SMS or email.
Anything else? Please email us at joluboutique@yahoo.co.uk or call 01785 817244 we will do our best to help you.
Exchanges
You are welcome to return items for exchange if you prefer. Where the value of the exchanged item is different, we can arrange a refund or send you an invoice/credit note for the difference.
The exchanged item will be sent to the original delivery address, by standard Royal Mail Post and cost will be charged on a case by case basis. Should you wish to make additional exchanges after this there may be additional delivery costs.
Missing Items
In the unlikely event that a parcel or product arrives with anything missing, please check your parcel carefully. Small items particularly, can become dislodged during transit, or may sometimes find their way inside another item. If you still can’t locate it, please keep hold of all the packaging and contact us at joluboutique@yahoo.co.uk as soon as possible (no longer than three days after receiving your order otherwise we cannot do anything).
OUT OF STOCK ITEMS
On rare occasions, a product that you have ordered may go out of stock (eg. the last one can be sold in our shop before we have had chance to pick it) or due to an error/mistake in the inventory.
We will always try to contact you to offer you an alternative or to refund your order in part or full. We can send on the majority of your order with the remaining item to follow as soon as stock arrives if you choose at no extra cost.
Damages
In the unlikely event that a parcel or product arrives damaged, please contact us at joluboutique@yahoo.co.uk within three days of receipt. Please include a photo so we can help you most effectively. If the exterior packaging is damaged or has been tampered with, please keep all packaging so we can open an investigation with Royal Mail.
Should an item become faulty within a reasonable amount of time, please email us (ideally include a picture) at joluboutique@yahoo.co.uk for assistance.
Exemptions
Due to hygiene reasons, WE CANNOT accept the return of EARRINGS ,
Also due to hygiene FACE MASKS/COVERINGS, UNDER GARMENTS OR BOXER SHORTS cannot be returned or exchanged - unless faulty or damaged. This does not affect your statutory rights.
Personalised items made to your specifications are exempt from the Distance Selling Regulations and therefore cannot be returned, unless faulty or damaged.
Cancellations
Your right to cancel an order starts from the moment you place your order and ends when you receive the goods; If you wish to cancel your order in full, please let us know as soon as possible by phone or 01785 817244 via email at joluboutique@yahoo.co.uk
Many orders are despatched same/next day. If your parcel has been despatched it may not be possible to recall it from the courier.
You will then need to return the whole order to us, in full, including any promotional items, with all goods as they were received (with tags, and any gift packaging). We have the right to make a deduction if the value of the goods has been reduced due to handling, this includes during transit back to us; the goods are your responsibility until they reach us. Please be advised, the cost of the return is at your own expense.
Your refund will be processed within 3-10 days from the date we receive your return. You will also receive a refund for some, or all of your initial postage costs; we are required to refund our lowest standard delivery charges, which means if you paid postage, you will receive £2.95; if you paid for our standard delivery service with DPD or next day delivery, you will only receive our standard rate back in postage costs. If you decide after the 14 day cut-off after you received your order that you would like to make a cancellation, please contact us for further assistance. Orders received after the cutoff point will be offered a credit note at our discretion.
Need more help?
Call us on 0185817244 during opening hours (please do not leave a voicemail)
Or email us joluboutique@yahoo.co.uk
Facebook Messages via our Facebook page www.facebook.com/Joluboutique
Visit our store normal open hours are 9.30am-5pm weekdays.
We are real people, right here in the UK, and we are ready to help you in whatever way we can.