1. Who we are
joyaholic.com is run by Joyaholic, an online shop based in the United Kingdom ("we", "us", "our").
You can contact us by email at sales@joyaholic.com. All our contact options are on our contact page. When we write to you, we use the email address on your order.
These terms apply to people buying as consumers (for purposes outside a trade, business or profession). They do not take away any of your legal rights as a consumer.
2. Your order and our contract
When you check out and complete payment through PayPal, you are offering to buy the items in your order. Our contract with you starts when your payment is confirmed and we show the order confirmation page. PayPal also emails you a receipt.
If we can't accept your order, for example because a piece can't be made, the personalisation breaks the rules in section 3, or there is an obvious pricing error, we will tell you by email and refund you in full within 14 days. We won't charge you anything.
Please keep your PayPal order number. It is your order reference whenever you contact us.
3. Personalisation
You are responsible for checking the name, initial, birthstone, length, finish and any other choices before you pay. We make your piece exactly as shown in the order summary at checkout. The live preview on our product pages is a guide to how your piece will look. Letter shapes, sizes and stone colours on the finished piece can vary slightly from the screen.
We may refuse personalisation that is offensive or unlawful, or that uses words, names or images you don't have the right to use. If we do, we cancel the order and refund you in full.
Photos for lockets. When you email us photos, you confirm that you have the right to use them. We use them only to make your locket, and delete them as described in our privacy policy. We may crop a photo to fit the locket and will email you if a photo is unlikely to print well.
If you spot a mistake after ordering, email us straight away. We can change the order free of charge until we start making it.
4. Prices and payment
- All prices are in pounds sterling (GBP). The price on the product page and at checkout is the total you pay. Delivery is currently free, and there are no hidden fees.
- We take payment through PayPal. You can pay with a PayPal account, or with a debit or credit card through PayPal without opening an account. We never see or store your card details.
- We take payment in full when you place your order.
- We may change our prices from time to time. A price change never affects an order you have already paid for.
- If we make an obvious mistake with a price, we will contact you before making your piece. You can then choose to buy at the correct price or cancel for a full refund.
5. Delivery
We deliver to UK addresses only. Making and delivery times are set out in our delivery policy. We deliver to the address on your PayPal payment.
If something outside our control delays your order (for example severe weather or a carrier strike), we will tell you and do what we can to limit the delay. If the delay is long, you can cancel and get a refund for anything you have paid for and not received.
Your order is our responsibility until it is delivered to you. It becomes yours once we have received payment in full.
6. Your right to cancel
For items that are not personalised, you have 14 days from delivery to cancel for any reason. The 14-day cancellation right does not apply to personalised or made-to-order items such as the Custom Name Necklace or a Photo Locket Bracelet fitted with your photos (regulation 28(1)(b) of the Consumer Contracts Regulations 2013). Full details, how to cancel and a model cancellation form are in our returns & refunds policy.
7. Faulty items
We are under a legal duty to supply goods that match what we described, are of satisfactory quality and are fit for purpose. If your piece is faulty or not as ordered, you have rights under the Consumer Rights Act 2015, whether or not it is personalised. These include a full refund within 30 days of delivery. After that, you can ask for a repair or replacement, or in some cases a full or partial refund. See our returns & refunds policy. For more about your rights, visit Citizens Advice.
8. Our products
Our jewellery is plated, unless a listing says otherwise (for example gold vermeil is gold over a sterling silver base). Plating wears gradually with use, and this is not a fault. Birthstones are coloured crystals in the traditional colour of each month, not precious gemstones. Every piece is made individually, so yours may differ slightly from the photos in colour or finish.
Our pieces contain small parts and are not suitable for children under 3. Children should only wear jewellery with an adult's supervision.
9. If we have to cancel
We may need to cancel an order before it is made, for example if materials are unavailable or we can't produce the personalisation. If that happens we will tell you promptly and refund everything you have paid within 14 days.
10. Our liability
If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss or damage that is not foreseeable. We only supply products for domestic and private use, so we are not liable for business losses.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.
11. Your information
We use your personal information only as set out in our privacy & cookies policy.
12. Complaints
If you are unhappy with anything, please email sales@joyaholic.com with your order number. We reply within one working day and aim to resolve complaints within 14 days. If we can't agree, you can get free advice from Citizens Advice, or raise a dispute through PayPal.
13. Other terms and the law
- We may update these terms. The version on this page when you placed your order is the one that applies to it.
- We may transfer our rights under these terms to another business. If we do, we will tell you and it won't affect your rights. You need our agreement to transfer your rights to someone else, but you can always give the item as a gift.
- If a court decides that part of these terms is not valid, the rest still applies.
- These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland you can also use the Scottish courts, and if you live in Northern Ireland, the courts of Northern Ireland.