Can I make a change to my order?
Once your order is placed, their warehouse team works very quickly to process and despatch your parcel. It is not often possible to make an amendment after the order is placed; however, if you do need to make a change, please contact their team as soon as you can to see if there is anything they can do.
If it’s too late to cancel or amend your order, you can return any unwanted items for a refund when your parcel reaches you. You can view full details of their Returns Policy on their Delivery & Returns page.
Do Joanie deliver to my country?
They ship worldwide; however, they, unfortunately, cannot deliver to Russia at this time. Some UK postcodes may be exempt from Next Day delivery however can still receive deliveries with their Standard option. For further details, see their delivery page or contact them.
How do I return my order?
If you’re in the UK, you can return your items free of charge using Royal Mail. Just mark on your returns note which items you would like to return and enclose this in the parcel.
To return your parcel using Royal Mail, simply attach the pre-printed adhesive Royal Mail label provided to the outside of your resealed parcel. Take this to a Post Office branch and be sure to obtain a Proof of Postage (receipt) which will contain your tracking details. They cannot be held responsible for missing returns where a receipt has not been obtained or is missing so please ensure it is kept safe until your return is finalized. You must return your unwanted items within 28 days of receiving your order.
If you are an international customer, you are also able to make a return but must cover the cost of shipping goods back to them. You may use any courier you wish; however, you are entirely responsible for the returned goods until they are signed for at their warehouse. Any international returns made must reach their warehouse within 28 days of you receiving the order.
Please note that hosiery (tights & socks) cannot be returned if it has been worn or tried on. If you wish to return any hosiery, the packet must be unopened.
When will I receive my refund?
When your parcel arrives at their warehouse, they’ll process your return within 14 working days and send you an email to let you know that it’s been processed. Refunds will usually clear into your account within 5 working days however this can vary between banks and can take longer if you are an international customer.
Can I exchange my item?
Unfortunately, they are not able to offer exchanges at this time. However, you can return your item for a full refund, and then place a new order for your preferred replacement item. You can view details of how to return your order on their Delivery & Returns page.
How can I pay for my order?
They accept all major payment cards, including Visa, Visa Debit, MasterCard, Solo, Maestro, and American Express. Their card payments are globally secured by Braintree – you can also choose to pay via a PayPal account.