Delivery and Returns Policies
Delivery Policy, UK delivery only.
We keep delivery simple here at Joal Crafts.
FREE Royal Mail 24 Delivery when you spend over £30
£3.99 Express Royal Mail 24 for orders under £30
£3.20 Economy Royal Mail 48 for orders under £30
We pick and pack your orders 7 days a week and Royal Mail collections from us are working days Monday to Friday. Working days in this policy are defined as Monday to Friday excluding Bank holidays, days in this policy are defined as Monday to Sunday excluding Bank holidays.
Orders are dispatched from our warehousing and packaging facility within one working day.
We will send you an email confirming your order has been dispatched, our delivery partner Royal Mail may either text or email to let you know your order is on route and also once your order has been delivered.
Your order may arrive as multiple packages depending on sizes and weights of items within your order. You will not be charged extra for this, and you may receive emails for each package within your order.
Please note: Delivery times and dates may vary depending on your location, or time of year and Joal Crafts Ltd are not liable for these delays.
Delivery locations that unfortunately may take longer than the estimated working days:
Isles of Scilly, and some Cornwall postcodes
Shetland and Orkney Isles
All Scottish Highland and Western Isles
Unfortunately we do not deliver to Jersey, Guernsey or the Isle of Man.
If your order fails to arrive within 7 working days from our dispatch email, please notify us at firstname.lastname@example.org.
If you're contacting us about an order you have placed, please have your order number and your billing or delivery postal code so we can confirm your identity.
Joal Crafts Ltd returns policy:
We are committed to keeping all of customers happy, this is the reason we only stock and sell the highest quality products, however we do understand that unfortunately sometimes there may be a need for you to return what you’ve purchased from us. Please read below our terms and conditions for returning products to us.
We cannot accept a returned order if:
1. The product has been removed from its original packaging.
2. The product has been used.
3. You do not like how the product looks or you decide you no longer want the product.
4. Any damage caused by delivery was not photographed before and/or during the unwrapping of your order, and you failed to notify us of this damage within 14 days to email@example.com
Exclusions to the above:
1. You have removed the product from its packaging and found that there is a defect or manufacturing error, and you have sent us this information with an accompanying photograph and your order reference number and delivery postal code.
2. If the images and/or product description that we have used on our website do not accurately represent the product/products you have purchased.
3. If the product has been damaged during the delivery process and you have taken photographs during the unwrapping of your order, and you have notified us of this within 14 days of your delivery arriving along with your order reference number and delivery postal code.
4. You have purchased the incorrect product and wish to make an exchange.
Full refund or exchange policy:
Once we have agreed with you that there is a fault with your order, or product within your order, we will happily either exchange your product or issue you with a full refund for the product/products. Refunds will be issued back to the card used to purchase the original order. Refunds can take up to 5 working days to show in your account depending on different banks and payment methods used. If you are sending your item back as you have ordered the incorrect product and you are wishing to exchange the item, we charge £3.99 for the cost of postage back to ourselves. You can be refunded if you no longer want the product, this refund will be the original order value minus the original delivery and returns fee and can only be processed once we have received the original product back and deemed it to be in a saleable condition.
Returning your order:
Once you have emailed us and we have confirmed that we will accept your order as a return, please pack your order back into its original packaging. We will then email you a returns label from one of delivery partners so that you can return your item to us completely free of charge. You can then either have a full refund or have your item exchanged. If you are sending your item back as you have ordered the incorrect product and you are wishing to exchange the item, we charge £3.99 for the cost of postage back to ourselves. You can be refunded if you no longer want the product, this refund will be the original order value minus the original delivery and returns fee and can only be processed once we have received the original product back and deemed it to be in a saleable condition.
If you send your order back to us without contacting us first you will be charged any additional fees incurred to us to process your return. After inspection of your unexpected returned order, if no fault is found with your unexpected returned order you will be refunded your order value with the exception of any fees incurred to us. Rates are charged at £10 per hour processing fee and minimum charge of 15 minutes. When returning items to Joal Crafts Ltd because you would like to exchange these items, you are sending these items at your own risk and Joal Crafts Ltd is not liable if a returned product does not arrive back to us. If the product does not arrive back we cannot process a refund. Exceptions to this are if you have sent an item back to us because it is faulty, or not as described.
Order cancellation and amendment’s:
Once you have placed an order with Joal Crafts Ltd you cannot amend or cancel your order in anyway after midday of the day of order, this is because your order will either be in the dispatch process or will already be dispatched.
If you have made a complaint to Joal Crafts Ltd and you are unhappy with the outcome, and you have exhausted all other avenues of resolving the issue directly with Joal Crafts Ltd. You have the right to refer your complaint to Alternative Dispute Resolution, Trading Standards provide a list of approved ADR providers and Citizens Advice also provide some helpful information about how ADR works.
Joal Crafts Ltd
Registered in England & Wales : 12318605
VAT Registered: 339223992