At a glance
| Item | Change of mind | Faulty, damaged or not as ordered |
|---|---|---|
| Custom Name Necklace | Not returnable. It is made with the name you typed. | Full refund, or a free remake or replacement if you prefer. Tell us within 30 days of delivery. We pay any return postage. |
| Photo Locket Bracelet with your photos | Not returnable. It is fitted with your photos. | |
| Photo Locket Bracelet, empty | Returnable within 14 days of delivery | |
| Initial Birthstone Necklace | Returnable within 14 days of delivery |
None of this affects your legal rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Faulty, damaged or wrong items
This applies to everything we sell, including personalised pieces. If your piece arrives damaged, develops a fault, or is not what you ordered (for example the spelling, letter, birthstone or finish is different from your order confirmation), email sales@joyaholic.com with:
- your PayPal order number
- a short description of the problem
- a photo of the piece
Within 30 days of delivery you can choose a full refund, or a free remake or replacement. After 30 days, if a fault appears that was there when the piece was delivered, we will repair or replace it. If that isn't possible, we will give you a full or partial refund. Your rights here last for up to six years under UK law.
Usually a photo is all we need. If we do need the piece back, we send you a prepaid returns label, so it costs you nothing.
Normal wear is not a fault. Plated jewellery gradually loses its shine with everyday wear, contact with water, perfume, lotion or chemicals, and accidental damage. See our care guide to keep your piece looking its best.
Changing your mind
For items that are not personalised (the Initial Birthstone Necklace, and the Photo Locket Bracelet ordered with "Leave it empty"), you have the legal right to cancel within 14 days of the day you receive your order, without giving a reason.
- Tell us within 14 days of delivery by email to sales@joyaholic.com. You can use the cancellation form below, but a simple email saying you want to cancel is fine.
- Send the item back within 14 days of telling us, to the returns address below.
- We refund the full price you paid within 14 days of receiving the item back (or proof that you posted it, if that comes first).
You pay the cost of sending a change-of-mind return to us. We recommend a tracked service, because the parcel is your responsibility until it reaches us. Please return the piece unworn, in its original pouch if you can. You can of course handle it to look at it, as you would in a shop. If it comes back worn or damaged, we may reduce the refund to cover the loss in value.
Personalised items
The Custom Name Necklace, and a Photo Locket Bracelet fitted with your photos, are made to your instructions and can't be resold. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods made to the consumer's specifications or clearly personalised. That is why we show you a live preview before you order, and ask you to check the spelling and choices at checkout.
This only removes the change-of-mind right. If a personalised piece is faulty, damaged or different from what you ordered, you are fully covered by the section above.
Cancelling before we make it
Spotted a mistake, or changed your mind about a personalised piece? Email us as soon as possible with your PayPal order number. If we have not started making it, we will correct the order or cancel it and refund you in full. Once it is in production we can no longer change it.
How to return an item
- Email sales@joyaholic.com with your PayPal order number and the item you are returning. We reply within one working day.
- Pack the item securely and include a note with your order number and name.
- Send it to:
Joyaholic Returns, ⟦returns address: a real address that accepts parcels and is checked regularly⟧
Refunds
- Refunds go back to the payment method you used, through PayPal. If you paid by card through PayPal, the money goes back to that card.
- We refund within 14 days of receiving your return, or of agreeing a refund for a faulty item. We email you when it is done.
- PayPal refunds usually show straight away. Card refunds can take 3 to 10 working days to appear, depending on your bank.
- We never charge restocking or admin fees.
If you are not happy with how we have handled your return, please contact us and we will look at it again. You can also raise a dispute through PayPal's Resolution Centre.
Model cancellation form
Complete and return this form only if you wish to cancel your order for a non-personalised item. Copy the text into an email to sales@joyaholic.com.