DELIVERY & RETURNS
***CORONAVIRUS (COVID-19) UPDATE***
Just to let you know, we’re running as usual! We’re closely monitoring the situation and working together with our partners to do what’s best for both our colleagues and customers. We are still delivering and you’ll see any necessary updates at the checkout. We hope you can continue to support us while we do our best to bring a little sunshine!
Royal Mail are still delivering as normal, however we have temporarily removed our DPD Next Day option as we cannot guarantee the usual level of service at this time.
Please note, we are currently unable to deliver to Albania, Armenia, Australia, Barbados, Bermuda, Bosnia, Canada, Caribbean Islands (BVI), Caribbean Islands – Dominican Republic, Caribbean Islands – Haiti, Cayman Islands, Cuba, Djibouti, Ecuador, France, French Polynesia, Grenada, Guyana, India, Italy, Jamaica, Japan, Kuwait, Lebanon, Macedonia, Mauritania, Moldova, Montenegro, Nepal, New Zealand, Nigeria, Peru, Philippines, Samoa, South Africa, South Korea, Sri Lanka, St Kitts and Nevis, St Lucia, St Vincent and the Grenadines, Taiwan, Tanzania (DAR), Tunisia, Turks & Caicos, Ukraine, United Arab Emirates (UAE), Venezuela, USA and Zimbabwe.
Please allow a little longer than usual for any international deliveries as transit times fluctuate daily and will vary between countries.
At Joanie, we are proud to offer worldwide shipping*. Please see the table below for our delivery options and prices.
|Mainland UK||UK Standard Delivery (2-4 Working Days) or FREE on orders over £50!||£3.95|
|UK Express Delivery (1-2 Working Days)||£4.95|
|UK Next Day Delivery (Next Working Day, Order before 3pm)||£5.95|
|Non-Mainland UK (Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands & Islands, Scilly Islands)||Standard Delivery (2-4 Working Days)||£3.95|
|Express Delivery (1-2 Working Days)||£4.95|
|Europe (Europe, Republic of Ireland)||Standard Delivery (3-10 Working Days)||£6.95|
|USA & Rest of the World||Standard Delivery (4-12 Working Days)||£8.95|
*The delivery times listed above are estimates only and may vary depending on extenuating circumstances. The delivery times above cannot be guaranteed. We unfortunately cannot deliver to Russia at this time. Certain areas of the UK (typically non-mainland) are exempt from the UK Next Day option and will be able to choose Standard or Express services only.
Please note that orders are only processed on UK ‘working days’. A working day is Monday-Friday, excluding weekends and public holidays.
UK Standard and Express Delivery services are made with Royal Mail. Orders placed using our Standard service are usually delivered within 2-4 working days and those placed with Express are usually delivered within 1-2 working days. If you are out when the parcel arrives at your specified address, your parcel may be left in a safe place or with a neighbour – or the postman will leave a card with details of where to collect your parcel.
UK Next Day Delivery will come via DPD on the next working day, provided that you have placed your order on a working day before 3pm. If you have provided a mobile number, you will receive text updates including an estimated one-hour delivery window. DPD have options for your parcel to be left in a safe place or with a neighbour; you can provide the courier with those details by following the tracking link on your Order Confirmation email. You can also select the DPD Pick-up Shop option. All you need to do is enter your postcode and choose the Pick-up Shop that is most convenient to you. You can locate and view details of DPD’s available Pick-up Shops, here.
All of our international deliveries are sent via OCS Worldwide. Delivery times can vary between countries, though we estimate that European orders will be received within 10 working days and for the USA and Rest of World countries, delivery should be made within 12 working days. If you would like any advice or a time estimate to your specific country, please don’t hesitate to get in touch.
Please note that your order may be subject to import duties. Joanie unfortunately cannot estimate nor advise what these duties might be as they can vary between countries and often fluctuate. If you need any advice on import duties, you must contact your local authority.
***CORONAVIRUS (COVID-19) UPDATE***
Given the current situation, we have decided to extend our Returns Policy. We want our Joanie Gals to stay safe and healthy rather than worrying about getting out to their local Post Office. We have therefore extended our returns period to 60 days, until further notice. We will continue to review this date in line with government guidance.
We offer FREE returns for UK customers if items are returned within 28 days.
We’ve simplified our returns process to make it quick and easy for you to send items back using our Royal Mail Online Returns Portal. Simply mark the items you would like to return on the Delivery Note provided and enclose within the parcel. This is needed in order to process your refund.
In order to reduce waste, your Delivery Note does not include a returns label - but don't worry, you can still return your items for FREE. Just follow our link for a free returns label via Royal Mail's portal: https://www.royalmail.com/track-my-return/create/2052. All you need is your order number, email address and postcode. Then print this label and attach to the outside of your resealed parcel. Take this to a Post Office branch and be sure to obtain a Proof of Postage (receipt) which will contain your tracking details.
No printer? No problem!
If you can’t print your returns label at home, don’t worry - you can print a returns label at your local Post Office branch or Customer Service Point. Follow the process as above and you'll receieve a QR code in your email. Your local Post Office or Royal Mail Customer Service Point will then scan this to print your label. You can view further information here.
If you are an international customer, you are also able to make a return for any unwanted items, within 28 days from receipt of the order.
You must cover the cost of shipping goods back to us. You may use any courier you wish, however you are entirely responsible for the returned goods until they are signed for at our warehouse. International returns must reach our warehouse within 28 days of you receiving the order.
Please return your parcel to:
Joanie Clothing Returns
Wortley Moor Road
The Important Stuff
You must return your unwanted items within 28 days of receiving your order.
We are able to offer a refund for any unwanted items that are returned to us in a new, unused and saleable condition with the original packaging and all Joanie garment tags and labels still attached.
Free returns are only available to UK customers via the Royal Mail Online Portal. You can return your parcel to us using a different courier if you wish, however we cannot reimburse alternate postage costs.
Joanie is committed to providing a service to our customers that goes above and beyond the statutory UK consumer rights. Retailers should cover the cost of standard one way shipping to UK customers if goods are returned so rather than this initial cost (if paid by the customer), we have provided a free of charge UK returns shipping service of the same level. Therefore if you have paid an outward shipping charge, this will not be returned as part of your order refund.
Please bear in mind that you are responsible for the goods until they are received by our warehouse. It is important to obtain a Proof of Postage (receipt) which will contain your tracking details. We cannot be held responsible for missing returns where a receipt has not been obtained or is missing so please ensure it is kept safe until your return is finalised.
If you feel that the item you have received is faulty - or if you have received an incorrect item - please contact our Customer Service team before making a return.
We aim to process all refunds within 14 working days of receiving your parcel at our warehouse. Refunds will usually clear into your account within 5 working days however this can vary between banks and can take longer if you are an international customer.
Unfortunately, we are not able to offer exchanges at this time; however, you can return your item for a full refund and then place a new order for your preferred replacement item.