Help

HELP
The following information is to make shopping at Joy as simple as possible. If you have any queries that have not been answered on the website please contact Joy or Kate on Tel : 0115 9482400 or email us at either joy@joy-shop.co.uk or kate@joy-shop.co.uk. We will be available to help you Mon – Fri 10am – 6pm.

HOW TO SHOP
It's simple, all you have to do is click on the shopping icon on the Joy home page, which will then take you to our product pages. At the top of our product pages are five headings: gifts, living, fashion, vintage and handmade. Click on any one of these headings to browse the products within that section. To view a product in more detail just click on the image which will bring up a larger picture and a detailed description of the item.

HOW TO MAKE A PURCHASE
To make a purchase you need to set up an account, this is for your security and ours. Once you have done that you are ready to begin your retail therapy! If any item catches your eye then click on 'drop in my shopping bag', which is located at the bottom of the product text. When you are ready to pay for your goods click on the checkout icon. Once the purchasing process has finished and the bank has validated the card purchase, you will automatically receive an email which will tell you that your purchase was successful. If you do not receive this email, this means that for some reason the operation failed and therefore you will not be charged for anything.

If for any reason you are not comfortable setting up an account and purchasing online, please call us with your order and payment may be made by sending us a cheque.

DELIVERY
Once you have placed your order with Joy we will send you confirmation via e-mail. We want you to receive your purchase as quickly as possible so we dispatch your goods within 24 hours of receiving your order. All orders are subject to availability of stock. If your item is out of stock then we will contact you to advise an estimated delivery and check that the item is still required. All orders can be delivered to either a business or residential address.

CHRISTMAS ORDERS
Orders should be received by noon on 18th December to ensure your items arrive to you before Christmas.

DELIVERY COSTS UK
We will automatically send your order by Royal Mail recorded delivery. Please note that Royal Mail requires a signature for deliveries. RECORDED: 1-2 working days £3.95
SPECIAL DELIVERY: guaranteed next day service £7.00 (order needs to be placed before 1pm Mon-Fri). If you order over a Public Holiday period, please allow extra time for delivery. For orders over £100 there will be no charge for postage and packing.

DELIVERY COSTS INTERNATIONAL
We will be happy to ship to anywhere in the world. Price and estimated delivery times are available upon request. Please contact us on
TEL: + 44 (0) 115 9482400 EMAIL: joy@joy-shop.co.uk or kate@joy-shop.co.uk.

Please note: Joy is unable to calculate customs duty and sales tax with all international deliveries. Your local customs office will notify you once your order has reached your country and they will calculate the amount you need to pay.

GIFT WRAPPING SERVICE
You can choose to have your purchase gift-wrapped free of charge and sent to you or to an alterative address. If you are sending the gift straight to the lucky lady we will hand write a card with a message of your choice. All you have to do is select the gift-wrapping option at the checkout.

RETURNS
Whilst we hope that you are happy with your order, we understand that in some circumstances you may wish to return some items that you have purchased.

RETURNING UNWANTED GOODS
If for any reason you need to exchange an unwanted item please send it to us with a copy of your receipt within 14 days of purchase (UK and International). We will only offer you an exchange providing that the goods are in perfect condition and have all their original labelling and packaging. We strongly advise all customers to check items thoroughly upon delivery before removing any attached labels and before disposing of any original packaging. Please note that we do not offer a money back refund for unwanted items.

For hygienic purposes, returns or exchanges on lingerie or earrings cannot be accepted. All special order items that are specifically made or customised to customerÕs requirements cannot be returned or exchanged.

Please be aware that vintage items by the very nature may not be in perfect condition, so are therefore non-refundable. We will always state clearly any imperfections in the product descriptions.

The parcel and it's contents are, however your responsibility until they reach us. We advise that you request a proof of postage from the post office when returning goods, as we cannot refund or exchange items that are damaged, lost or delayed during transit. Please note that if you are returning an item because it is unsuitable, the cost of returning it is at your expense. We cannot refund original postage costs or delivery/shipping charges; this includes international customs duties and sales taxes for shipments outside the EU.

Please note that returns or exchanges received outside the stated timescale of 14 days will not be accepted.

RETURNING DAMAGED OR FAULTY GOODS
We ensure that all goods are sent out in perfect condition. In the unlikely event that your order arrives damaged or faulty then we will be happy to offer you an exchange or refund provided we receive proof of purchase and your return is made within 14 days of receipt. In this case we will be happy to refund the cost of returning the goods by first or second-class post.

RETURNING ITEMS THAT ARE IN THE SALE
Unfortunately we do not offer an exchange or refund on sale items or anything that is sold at a discounted price.

HOW TO PROCEED WITH YOUR RETURN/EXCHANGE
Please contact us via telephone or email and we will email you a returns form to print and fill out. Securely wrap and package the goods with the completed form to our head office below. We recommend that you obtain proof of postage, as we cannot be responsible for packages that we do not ship ourselves.

Please return any items to the following address:
JOY
FIRST FLOOR
TRINITY BUILDINGS
11 TRINITY WALK
NOTTINGHAM
NG1 2AN