Refund policy

I gladly accept returns:

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact me at jo@joannemassey.co.uk. If your return is accepted I will send you instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.

You can always contact me for any return question at jo@joannemassey.co.uk.

Damages and issues
Please inspect your order upon receipt and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Please contact me if your order is damaged during transit and please include photographs of the damaged item/packaging which I will need to process an insurance claim with the delivery service. 

Exceptions / non-returnable items

The following items can't be returned or exchanged:

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

Custom or personalised orders

Earrings (for health/hygene reasons)

Gift cards

Exchanges
I don't accept exchanges or cancellations, but please contact me if you have any problems with your order.

Refunds
Buyers are responsible for return shipping costs.  If the item is not returned in its original condition, the buyer is responsible for any loss in value.

I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.