Refund & Exchange Policy

Personalised items

As items are personalised based on customers' requests, we generally do not accept any return or exchange of items. 

For items found faulty within 14 days of receipt, including wrong text spelling, wrong colour, and broken parts, we shall send you a replacement. However, you must provide a proof of evidence of the item being faulty. 

Non-personalised items

We provide a 21 days refund or exchange guarantee. If you're not happy with the items received or the item is found faulty, you're eligible to return or exchange the item to us within 21 days of receipt.

Exchange: To request an excahnge, we require a receipt or proof of purchase. Send us email at customjouel@gmail.com, with email Subject 'Order xxx - Exchange Request'.

Returns for Refund: Your item must be unused and is returned in its original condition. It will also be in the original packaging where a gift box was included.  To complete your return, we require a receipt or proof of purchase.
Send us an email at customjouel@gmail.com, with email Subject 'Order xxx - Return Request'.

Please note that customers are responsible to ship the returned items at their own costs, except for items found faulty. An image proof will be required to show the item's condition.

Once we confirm receipt of the returned item in its original condition, we will issue a refund for the item and the cost of standard shipping. However, if you paid for Express shipping, the additional surcharge beyond the standard shipping cost is non-refundable.

If the returned item is damaged or missing the gift box, potentially only a partial refund will be granted.

REFUNDS

Once we receive and inspect your return, we will email you shortly to confirm receipt. Your refund will be processed immediately, and the amount should appear in your bank account within the next few business days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first ensure your original payment method and check with your account. Then, contact your credit card company, it may take some time before your refund officially appears in your account. Finally, contact your bank for investigation.
For any questions, feel free to contact us at customjouel@gmail.com.

SHIPPING
Shipping costs for returned item will be at customers' own expense.
If your returned item has a £55 value or above, please consider using a trackable shipping service or purchasing shipping insurance. We can only process your returned item after it's been received.