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 need to reach us within 14 days of delivery to you. You can also make your return or exchange in store at Jolu Boutique in Stone, Staffordshire.
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:
Jolu Accessories Boutique
Unit 3, 23 High street,
Stone
Staffordshire
ST15 8AJ
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 at no extra cost to yourself. 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 five days after receiving your order).
Substitutions
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 an error in the stock. We will always try to contact you to offer you an alternative or send on the majority of your order with the remaining item to follow as soon as stock arrives.
Damages
In the unlikely event that a parcel or product arrives damaged, please contact us at joluboutique@yahoo.co.uk within five 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 our courier/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 or FACE MASKS/COVERINGS, 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 14 days from the day you receive the goods; you then have a further 14 days to return them to us. If you wish to cancel your order in full, please let us know as soon as possible by phone or 01785817244 via email at joluboutique@yahoo.co.uk Many orders are despatched same/next day. If your parcel has been despatched it may 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 14 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 £1.99 back; 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 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.