Delivery & Returns



Extended Returns

We’ve extended our usual Returns Policy for the Christmas period. Any orders placed after Sunday 19th November can be returned up until Wednesday 10th January 2024, subject to our Returns Policy. 


 At Joanie, we are proud to offer worldwide shipping*. Please see below for our delivery options and prices. The delivery times listed below are estimates only and may vary depending on extenuating circumstances. Delivery times cannot be guaranteed. Please note that orders are only processed on UK working days. A working day is Monday-Friday, excluding weekends and public holidays. 


UK Delivery

International Delivery

UK Standard and Express Delivery services are made with Royal Mail. Orders placed using our Standard service are usually delivered within 3-5 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 Premium 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.

Non-Mainland UK (Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands & Islands, Scilly Islands) is exempt from the Premium Next Day Delivery option.

All of our international deliveries are sent via Royal Mail Tracked & Signed. Delivery times can vary between countries, though we estimate that European orders will be received within 10 working days and for 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 tax and duty. Joanie unfortunately cannot estimate nor advise what these fees might be as they can vary between countries and often fluctuate. If you need any advice on import duty or tax, you must contact your local authority.

Shipping to Russia is currently suspended.



Returns



UK Returns


We’ve simplified our returns process to make it quick and easy for you to send items back using our Returns Portal.



In order to reduce waste, your order does not include a Delivery Note or returns label - but don't worry, you can still return your items for FREE. Just log in to our Returns Portal to mark the items you would like to return and select your preferred return option. All you need is your order number and email address or postcode.

After selecting your preferred option, follow the courier instructions to print your label and attach to the outside of your resealed parcel. Please ensure your order number is stated on the label. Your parcel is ready to be collected or taken to your selected drop off point. 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 - there are paperless options, including Royal Mail and InPost available in the Returns Portal.

Free returns are only available to UK customers via our Returns Portal. You can return your parcel to us using a different courier if you wish, however we cannot reimburse alternate postage costs.

You can arrange a free at-home collection for your return parcel using Royal Mail's Parcel Collect service! Generate your label using our portal and then visit the Royal Mail website to book your collection.



International Returns


We’ve simplified our returns process for our International customers, just log in to our Returns Portal to select a return option and create a returns label. 

In order to reduce waste, your order does not include a Delivery Note. Simply mark the items you would like to return in the Returns Portal and ensure your order number is stated on the label so we can process your refund.



If you would like to return your parcel to us using a courier that isn’t available on our Returns Portal, you will be given the option to print a generic label. For reference, our returns address is:

Joanie Returns c/o Torque,

Standbridge Lane, Kettlethorpe, Wakefield, WF2 7YY. UK.

Please note that you are entirely responsible for the returned goods until they are signed for at our warehouse – please ensure youre order number is clearly marked and that when sending your return, you provide all customs information that is required for delivery to the UK. International returns must reach our warehouse within 28 days of receipt of your order.



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 our UK customers. 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.