Returns & Exchanges
RETURNS & EXCHANGE POLICY
If your order isn't quite right, no need to fret! We understand that sometimes a product may not meet your expectations. Our return process provides you with a easy experience when it comes to returns and exchanges.
Returns FAQ
How can I initiate a return or exchange?
To initiate a return or exchange, simply visit our Returns Center page. Fill out the necessary information and submit your request. We will review your request within 24-48 hours and guide you on the next steps.
How many days do I have to return my item(s)?
You have 14 days from the date of receiving your order to initiate a return or exchange online. Your request will then be reviewed and processed within 24 - 48 hours. Once it is processed you will have 14 days to get the package to us if you are in the UK or 18 days if you are outside of the UK.
What are the conditions for returning an item?
Please ensure that the item(s) you wish to return are in new, unused condition, and in their original packaging. This allows us to process your return efficiently. Items that do not meet these conditions may not be accepted for return.
How should I package my return?
Attach the provided return address label to the package and post it at your nearest post office. Either use the box or packaging material it came in. Or put the original package in a box or mailer. We recommend using a traceable service, especially for higher value items, to ensure peace of mind.
Who is responsible for the postage cost of the return?
The customer is responsible for the postage cost of the return. With the exception that the wrong item was sent to you or that the item(s) were damaged upon arrival or other extenuating circumstances.
What happens if I received incorrect items or damaged merchandise?
In the case of receiving incorrect items or damaged merchandise, you can still utilize our Returns Center. For any other issues, please reach out to us at customerservice@joriehair.com, and we will assist you promptly.
Can I receive a refund for personalised or custom-made items?
We will state in the product description if the item is to be specially or custom made. Specially made products, including personalised or custom-made items, are not eligible for returns under the cooling-off period.
However, if such items are faulty, we can provide a refund or offer store credit as an alternative.
How soon will I receive my refund?
Once we receive the returned products, we will process your refund within 72 hours. Please note that a partial refund may exclude the original delivery cost. We will refund you via your original payment method. Note that for the refund to appear back onto your card, bank or Paypal account the refund processing time may vary depending on your payment method.