Refund policy

Refund & Returns Policy

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

Please read the Exceptions / Non-Refundable Items section below, as certain products are not eligible for cancellation, return or refund except where required by law.

Standard Returns

To be eligible for a return, your item must be:

• In the same condition in which you received it
• Unused
• In its original packaging
• Accompanied by your receipt or proof of purchase

Insert packs must remain unopened and unused to be eligible for a return.

To request a return, please contact us at info@joannesjournals.co.uk before sending your item back.

If your return is accepted, please send it to:

Joanne’s Journals
Suite 2, Wakefield House
Borough Road
Wakefield
WF1 1XU
United Kingdom

Items returned to us without first requesting a return may not be accepted.

We do not provide prepaid return shipping labels. Customers are responsible for the cost of returning unwanted items.

If an item is faulty, damaged or incorrect, please contact us and, where applicable, reasonable return postage costs will be covered by us.

Exceptions / Non-Refundable Items

Certain products are excluded from our standard 30-day returns policy and may not be cancelled, returned or refunded once purchased, except where required by law.

These include:

• Personalised items
• Special-order items
• Mystery Boxes
• Subscription Boxes
• Bargain Boxes
• Christmas Advent Calendars
• Replacement orders

Please carefully consider your purchase before ordering any of the above products.

Subscription Boxes, Mystery Boxes, Bargain Boxes and Christmas Advent Calendars may be prepared, allocated, ordered or produced based on advance customer orders. For this reason, cancellation or refund restrictions may apply once an order has been placed.

Please contact us at info@joannesjournals.co.uk if you have any questions about whether a particular product is eligible for cancellation or return.

Nothing in this policy affects your statutory rights, including your rights where goods are faulty, damaged, misdescribed or where a cancellation right applies by law.

Pre-Orders

Products sold on a pre-order basis are ordered before they are available for normal dispatch.

Specific cancellation and refund conditions may apply to pre-order products. Where a pre-order product falls within one of the excluded categories listed above, it will be subject to the applicable cancellation and refund restrictions.

Please check the individual product description and this Refund Policy carefully before placing a pre-order.

Your statutory rights are not affected.

Sale Items & Gift Cards

We do not accept returns of gift cards.

Returns of sale or discounted items may be restricted where permitted by law. This does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as you receive it.

If your item is defective or damaged, or you have received the wrong item, please contact us as soon as possible at info@joannesjournals.co.uk so that we can investigate and put things right.

Please provide your order number and photographs of the issue where appropriate.

Missing or Lost Orders

If your order is confirmed as lost or items are missing from your delivery, we can arrange an appropriate replacement or refund.

Please contact us at info@joannesjournals.co.uk so that we can investigate the delivery.

Exchanges

The quickest way to receive a different product is to return your existing eligible item.

Once your return has been accepted, you can place a separate order for the replacement product you would like.

Refunds

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

If approved, your refund will automatically be issued to your original payment method within 10 business days.

Please remember that your bank or card provider may take additional time to process and display the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at info@joannesjournals.co.uk.