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Shipping & Returns

SHIPPING POLICY

Last updated April 7, 2025

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Processing Time

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All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving payment confirmation. Orders placed after 2:00 PM GMT will be processed the next business day.

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In case of high order volume, shipments may be delayed. If there is a significant delay, we will notify you via email.

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Custom-made Products: Custom-made products typically ship within 1 to 3 weeks, subject to approval time, complexity and material availability. The final schedule will be confirmed upon receiving the order.  If an expedited timeline is required for a specific date, please contact us for a quote. We will keep you informed regarding any potential delays and schedule. 

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Orders that qualify for free shipping will be shipped via standard shipping (3-5 business days) unless otherwise specified.

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Shipping Availability, Customs, Duties & Taxes

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We currently offer international shipping to most countries, excluding the USA, Canada, and any countries under international sanctions. If our policy changes to include these regions in the future, we will update our customers accordingly.

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International customers are responsible for all applicable customs duties, taxes, import fees, and transportation costs. Shipping quotes will be provided upon request or at checkout, depending on the destination and order details.  Delays caused by customs processing are beyond our control.

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Shipping Rates & Delivery Estimates

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Shipping charges for your order will be calculated and displayed at checkout. Estimated delivery times may vary based on carrier availability and conditions.

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Shipping Methods & Estimated Delivery Times

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  • Standard Shipping: Typically 3-5 business days but may be subject to carrier delays.

  • Express Shipping: Typically 1-2 business days, though delivery times may vary based on carrier service levels.

 

Free Shipping

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Orders of £80 or more qualify for free standard shipping within the UK.

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Potential Delivery Delays

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Delivery times are estimated and not guaranteed, as unexpected delays may occur due to factors beyond our control, such as:

  • Carrier disruptions or service limitations

  • Severe weather conditions

  • Increased order volumes during peak seasons (e.g., Black Friday, Christmas)

 

We recommend placing orders in advance during busy periods to minimize potential delays. If you experience any shipping issues, please contact our support team for assistance.

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Shipping Confirmation & Order Tracking

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Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track your shipment through the carrier’s website.

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If you do not receive a tracking number within 3 business days, please contact us at info@joyecuk.com.

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If your order has not arrived within the estimated delivery timeframe, please contact us so we can assist in resolving the issue.

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Undeliverable Packages & Incorrect Addresses

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If a package is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for reshipping fees. To prevent delays, please ensure that your shipping address is accurate at checkout.

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Damaged, Lost, or Stolen Packages

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We are not liable for lost, stolen, or damaged packages once they have been shipped. However, if your order is missing or arrives damaged, please contact us at info@joyecuk.com so we can assist you in filing a claim with the carrier.

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Refunds & Returns

Shipping fees are non-refundable unless the return is due to an error on our part. For more information, please refer to our Return Policy.

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Contact Us

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If you have any shipping-related questions, please reach out to us at info@joyecuk.com.

RETURN & EXCHANGE POLICY

Last updated: April 7, 2025

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We accept returns within 30 days of delivery for most items, provided they are unused, in original packaging, and accompanied by proof of purchase.


Exceptions apply — see below for non-returnable items and legal exclusions.

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How to Initiate a Return

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To start a return, please contact us at info@joyecuk.com. Once your return is approved, we will send you a return shipping label along with instructions on how and where to send your package. Returns should be sent to: 1st Floor, Dominion House, Sibson Road, Sale, UK M33 7PP

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❗ Items sent back without prior return approval will not be accepted.

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For any return-related questions, please contact us at info@joyecuk.com.

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Damages & Issues

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Please inspect your order upon arrival and contact us immediately if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

If your return is approved due to damage or defect, we will offer either a replacement or a full refund, depending on product availability and your preference.


We will evaluate the issue and work to resolve it as quickly as possible.

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Exceptions / Non-Returnable Items

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We do not accept returns for:

  • Custom-made products (including personalized or special-order items). This includes, but is not limited to, embroidered items or made-to-order designs based on customer requests.

  • Personal care products (such as beauty or hygiene items).

  • Sale items or gift cards.

 

Custom-Made Products Clause

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Custom-made products are non-refundable and cannot be exchanged, except in cases where:

  • We are unable to deliver the product due to unforeseen logistical issues, supplier constraints, or other circumstances beyond our control.

  • We determine, in our sole discretion, that the order cannot proceed due to legal, regulatory, intellectual property (IP), or privacy concerns.​

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By submitting a custom order, you confirm that:

  • You hold the necessary rights to use any images, designs, or content provided.

  • Your order does not infringe on third-party intellectual property rights, privacy rights, or any applicable laws.

  • You assume full responsibility for compliance with legal and regulatory requirements.

 

We are not liable for any claims, legal actions, or damages related to IP infringement, privacy violations, or other legal concerns stemming from the content you provide. Customers agree to indemnify and hold us harmless from any such claims.

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If you have any concerns regarding custom orders, please contact us before placing an order.

 

European Union & UK 14-Day Cooling-Off Period

 

For orders shipped into the United Kingdom and the European Union, you have the legal right to cancel or return your order within 14 days for any reason and without justification.

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However, custom-made products are exempt from this cooling-off period and cannot be returned or refunded.

All returned items must be:

  • Unworn or unused

  • In their original packaging

  • Accompanied by the receipt or proof of purchase

 

Refunds

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Once we receive and inspect your return, we will notify you whether your refund has been approved or denied. If approved, you will be automatically refunded to your original payment method within 10 business days.

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Please note that banks and credit card companies may take additional time to process and post the refund after we have issued it.

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If you haven’t received your refund within 15 business days after approval, please contact us at info@joyecuk.com.

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Return Shipping Costs

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Customers are responsible for return shipping costs unless the product is faulty or incorrect.

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