Returns & Refunds Policy

Returns

We offer a 30-day return policy, which means you have 30 days from receiving your order to request a return.

To be eligible for a return under our voluntary 30-day returns policy, items must be returned in a clean and resalable condition, with any original tags and packaging where possible, together with proof of purchase.

To start a return, please contact us at joanna@byjojo.co.uk.

If your return request is accepted, we will provide instructions on how and where to send your item. Items returned without first contacting us may not be accepted.

If you have any questions regarding a return, please contact us at joanna@byjojo.co.uk.

Return Shipping Costs

Unless an item is faulty, damaged, incorrectly supplied, or not as described, customers are responsible for the cost of returning items.

If an item is faulty, damaged, incorrectly supplied, or not as described, please contact us and we will work with you to resolve the issue.

Damaged, Faulty or Incorrect Items

Please inspect your order upon receipt and contact us promptly if:

• the item is damaged;

• the item is faulty; or

• you receive the wrong item.

We will assess the issue and arrange an appropriate remedy, which may include a repair, replacement, exchange, or refund, depending on the circumstances.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or not as described:

• personalised or monogrammed products;

• bespoke or made-to-order products; and

• gift cards.

If you are unsure whether an item is eligible for return, please contact us before placing your order.

Sale Items

Sale or discounted items may be returned in accordance with your statutory rights and, where applicable, our voluntary returns policy unless otherwise stated at the time of purchase.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, colour, or style, please return the original item and place a new order once your return has been approved.

UK and European Union Consumer Cancellation Rights

If you are a consumer in the United Kingdom or the European Union and have purchased goods online, you generally have the legal right to cancel your order within 14 days of receiving the goods without giving any reason.

To exercise this right, you must notify us of your decision to cancel within the 14-day cancellation period.

Once you have notified us, you will have a further 14 days to return the goods.

You may inspect the goods as you would in a retail shop. However, we may reduce your refund if the value of the goods has been diminished by handling beyond what is reasonably necessary to establish their nature, characteristics and condition.

The right to cancel does not generally apply to personalised, monogrammed, bespoke, or made-to-order products.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please note that your bank or card provider may require additional time to process and post the refund.

If you have not received your refund within 15 business days of receiving confirmation that it has been approved, please contact us at joanna@byjojo.co.uk.

Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under applicable consumer protection laws, including your rights in relation to goods that are faulty, damaged, not as described, or otherwise fail to conform to legal requirements.