Frequently Asked Questions

Need some help?

Take a look at our most frequently-asked questions below and find an answer to your query.

Question not listed or need some extra help? Please contact our friendly team who will be glad to advise on your query. Visit our contact page to get in touch.

  • What size should I order?

    If you’re unsure of which size to get, our size guide should help you choose. If you still need help, don’t hesitate to contact us for advice.

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  • When will I receive my order?

    We aim to despatch any orders placed before 3pm the same working day. Orders placed after 3pm or on weekends or Bank Holidays will be despatched the next working day. As soon as your order is packed and ready at our warehouse, we’ll send you an email to let you know that it is on its way.

    If you select UK Standard Delivery or UK Click and Collect, your parcel will be delivered by Royal Mail within 2-4 full working days from the date you place your order.

    Orders placed on UK Next Day Delivery will be delivered on the next working day by DPD, provided that you have placed your order on a working day before 3pm.

    Please note that a ‘working day’ is Monday-Friday and excludes weekends and public holidays.

    Please see our delivery page for further details and information on international delivery.

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  • Can I make a change to my order?

    Once your order is placed, our warehouse team work very quickly to process and despatch your parcel. It is not often possible to make an amendment after the order is placed; however, if you do need to make a change, please contact our team as soon as you can to see if there is anything we can do.

    If it’s too late to cancel or amend your order, you can return any unwanted items for a refund when your parcel reaches you. You can view full details of our Returns Policy on our Delivery & Returns page.

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  • What if my item isn’t suitable?

    If your item is unsuitable, we’ll be happy to issue a refund. Simply mark on your returns note which item you would like to return and enclose the note in the parcel. If you are a UK customer, you are able to make a return free of charge using the Royal Mail label provided. You can view full details of our returns policy, here.

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  • What if there’s a problem with my item(s)?

    If there is a problem, we hope to resolve it as quickly as we can. Please contact our customer care team with your order number and any other relevant details so we can look into it for you. We’ll get back to you with a response as soon as we can.

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  • Where is my order?

    We ask that you allow the specified time estimate to pass before getting in touch. If your order is shipped on a tracked delivery service, you will be able to track your order with the details emailed to you. If the delivery has passed its time estimate, please get in touch with our customer care team so we can look into this for you.

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  • What if I’m not home when my parcel is delivered?

    If you placed your order with UK Standard Delivery, your parcel will be delivered by Royal Mail. If you are out when Royal Mail attempt delivery, they will sometimes try to leave your parcel with a neighbour. Alternatively, they may post a ‘something for you’ card through your letterbox to let you know how and when you can collect the parcel from your local depot.

    If your order was placed on UK Next Day Delivery, your parcel will be delivered by DPD. 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 sent via email. You can also select to collect your parcel at one of DPD’s Pick-up Shop facilities. All you need to do is type in your postcode and chose the Pick-up Shop that is most convenient to you. You can search for a shop which is convenient to you, here:

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  • Do you deliver to my country?

    We ship worldwide; however, we unfortunately cannot deliver to Russia at this time. Some UK postcodes may be exempt from Next Day delivery however can still receive deliveries with our Standard option. For further details, see our delivery page or contact us.

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  • How much does delivery cost?

    Our delivery options and prices are;

    UK Standard (2-4 working days): £4 or FREE on orders over £100
    UK Click and Collect (2-4 working days): £4
    UK Next Day (1 working day – order before 3pm): £6
    Europe & Rep. of Ireland (3-10 working days): £7
    USA & Rest of World (4-12 working days): £9

    For further details about our delivery services, please see our Delivery & Returns page.

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  • How do I return my order?

    If you’re in the UK, you can return your items free of charge using Royal Mail. Just mark on your returns note which items you would like to return and enclose this in the parcel.

    To return your parcel using Royal Mail, simply attach the pre-printed adhesive Royal Mail label provided 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. 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. You must return your unwanted items within 28 days of receiving your order.

    If you are an international customer, you are also able to make a return but 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. Any international returns made must reach our warehouse within 28 days of you receiving the order.

    Please note that hosiery (tights & socks) cannot be returned if it has been worn or tried on. If you wish to return any hosiery, the packet must be unopened.

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  • Have you received my return?

    As soon as we receive your return we’ll send you an email to let you know that it has reached us. We aim to process all returns within 14 working days of arriving at our warehouse.

    If you haven’t heard from us or received your refund after this timeframe, please get in touch with your order number and any tracking details of your return so we can look into this for you.

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  • When will I receive my refund?

    When your parcel arrives at our warehouse, we’ll process your return within 14 working days and send you an email to let you know that it’s been processed. 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.

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  • Can I exchange my item?

    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. You can view details of how to return your order on our Delivery & Returns page.

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  • How can I pay for my order?

    We accept all major payment cards, including Visa, Visa Debit, MasterCard, Solo, Maestro and American Express. Our card payments are globally secured by PayPal Pro – you can also choose to pay via a PayPal account.


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  • I’m having trouble using the website, what should I do?

    If you’re accessing the website on a desktop, there’s a couple of things you can try:

    We suggest that you use the latest version of your operating system provider (Windows or OSX) so it’s worth checking if there are any available updates.

    You may also need to delete your browser’s cookies and/or cache. On most internet browsers you can do this using the ‘History’ or ‘Tools’ area in the settings and then follow the on-screen instructions. Once you’ve done this, close your browser and reopen it to visit our website again.

    If you are accessing the site via mobile, please notify us of any issue or irregularities you are experiencing. You may need to try accessing the site with a larger device like a tablet, laptop or desktop computer.

    If you’re still having trouble with our website, please get in touch with the name of the web browser you’re using (e.g. Internet Explorer, Safari, Chrome), the type of device and details of any error messages so that we can look into this further for you.

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  • I’m an international customer, where should I send my return?

    International customers must cover postage costs for any returns made. You are free to use any courier that obtains proof of delivery. Please send your return to:

    Joanie Returns Department
    Toll Global Forwarding
    Daniels Way
    NG15 7LL

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  • How do I receive 10% off my first order?

    We know you’ll be hooked on our products – but to sweeten the deal, we’re currently offering first time customers a 10% discount on their first orders.

    Simply sign-up to our newsletter via the field in the foot of our website and you will be sent a code to use at the checkout in order to redeem the 10% off. The email is sent automatically once you sign up but this can take a few minutes. The code does have an expiry, which will be noted in the email you receive.

    Please note that this discount is only valid on full price products and will generally not work in conjunction with other codes or offers. The code is one use so only valid on your first order with us.

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  • What should I do if I no longer have my returns form or pre-paid postage label?

    If you have lost or not received either your returns form or pre-paid label (UK only), please get in touch with the customer service team who will be able to advise on what to include within your return parcel or provide a replacement label. We cannot reimburse alternate postage costs so please ensure a replacement label is obtained from Joanie.

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  • What is Click & Collect?

    Click & Collect is a collection service provided by Royal Mail. Simply select the option at checkout and choose a Post Office location or Royal Mail Customer Service Point that is convenient for you. This service costs £4 and typically takes 2-4 working days to arrive at your chosen location.

    Your order will be delivered in 2-4 working days, we’ll email you a link to your tracking information once your parcel has been shipped from our warehouse.

    When your parcel arrives at your selected Post Office, you’ll be sent an SMS text or email to let you know. To pick up your parcel, all you’ll need is proof of identity (for the person the parcel is addressed to) and proof of delivery address.

    Your parcel will be held at the Post Office branch for up to 18 days, if it hasn’t been collected within this time, your order will be returned to us.

    Please note that this option is not included in our free UK delivery offer.

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  • What is your Returns Policy for Christmas?

    We have an extended Returns Policy for Christmas. Any orders placed after Monday 19th  November 2018 can be returned up until Friday 11th January 2019, subject to our usual Returns Policy terms.

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