UK RETURNS

We recommend that all returns should be sent by method: (Royal Mail Signed For @ 2nd Class (Compensation cover up to £50*). If you wish, you can use other carriers such as DPD, Royal Mail, EVRI, Collect+, FedEx, etc. As long as your parcel is fully tracked & protected by the courier you have selected.

UK RETURN PROCEDURES

1. Ensure that all unwanted items are clean and free from hairs, fluff, deodorant / make-up stains, odour etc. Please ensure that all items are placed in their original packaging / bags with all tags and labels still attached.
2. 
   Please enclose the unwanted items along with our invoice / packing list in the returned postage bag / box. Please ensure that you seal your parcel with extra tape for security and protection. Your name and address must be clearly shown on the package in case the carrier needs to return it back to you.
3. 
   Take your parcel to the Post Office and send it by Royal Mail 2nd Class (tracked and signed) (it should be the cheapest tracked return option which also includes £50 protection on your parcel). You can book with other carriers such as: DPD, EVRI, Collect+, FedEx, etc. Please make sure your parcel is fully tracked and insured to protect and prevent losses or damages by the carrier during transit. This is to ensure that you can still claim the lost value from the courier service.
4. 
   Ensure that all unwanted items are returned to us within a maximum of 30 days of receiving your order / purchase.
5. 
   We also recommend that your email support your order details and tracking number, weight, of your return. Or we do have a form below that you can fill in to inform us, https://joliemoi.co.uk/pages/request-return.

Please make sure to keep your proof postage until your refund is issued.

You have a statutory duty to take reasonable care of our goods whilst they are in your possession and during transit. All returns that don’t meet the returns criteria, will be returned to the sender and you will be charged the delivery fee. We cannot accept liability for goods that become lost or damaged during transit upon their return. We highly recommend that you return all goods using a tracked courier service. We also reserve the right to deduct 20% of the refund amount, to cover any cleaning or re-processing charges incurred in the event of a return. 

 

DELIVERY CHARGES & RETURN COSTS

1. All returns sent to Jolie Moi are at the buyer’s expense.
2. Your original postage paid for order, will not be refunded to you as this is a part of our handling fee. Unless all goods are faulty or incorrect or your order was canceled before we dispatch it.
3. The recommended return method is Royal Mail 2nd Class Signed for or via any other tracked courier services. We recommend that you report your returns via Report a Return online.

RETURN ADDRESS

Torque Logistics /Jolie Moi

Tong Street

Bradford

West Yorkshire

BD4 6NA

 

RETURN METHODS

Royal Mail Signed For @ 2nd Class.

Other Tracked Parcel Delivery Services

(NOTIFYING EMAIL ADDRESS: info@joliemoi.co.uk or fill out our form Report a Return online.) Unfortunately, we do not refund delivery charges unless the full order received is faulty, incorrect or your order was canceled before we dispatched.

 

EXCHANGES

Sorry, but we are unable to accept exchanges of items that do not fit or are unwanted. What we can offer is a complementary discount code as a gesture of good will.

 

DAMAGED (FAULTY) ITEMS

Although we do everything possible to ensure the item(s) are sent in perfect condition, very rarely are our product(s) sent damaged. If an item in your order is damaged upon delivery, please contact us immediately within 3 working days stating what item(s) in question are faulty. Please provide photographic images of all faulty item(s), to help us resolve your issue. We do hold the right to not accept a faulty return item(s) without receiving any prior contact regarding the faulty item(s), within the 3 working days of receiving your order. We also have the right to refuse any return item(s) after being worn / washed. The return request will not be accepted and the item(s) will be returned to you (the buyer) immediately.

 

CLAIMS ON LOST OR DAMAGED PARCEL / MISSING ITEMS

You have a statutory right to refuse and reject damaged or empty parcels / packages back to the delivery driver.  Accepting a broken / empty parcel will be at your own risk! We will not refund nor replace missing items, especially when the courier provides photographic proof that proves the parcel was undamaged when they were delivered and if your delivery was  left in your safe place (as specified by customer).

1. Ensure you are available to receive or sign for the parcel in person at the delivery address which was provided by you. A notification email will be automatically sent to you from info@joliemoi.co.uk via shopify with the parcels tracking number. It is your duty to keep tracking your parcel until delivered to you.
2. Please ensure you check the condition of the parcel before accepting from the carrier. You must refuse all damaged and empty parcels / packages back to the delivery driver. The benefit of refusing or rejecting in person a damaged parcel, is that the courier service will re-deliver parcels back to sender (Jolie Moi).
3. Take photos or videos of the damaged parcel / package as your own proof. If you’re unable or missed the opportunity to reject the parcel / packages. Please email us immediately and keep the damaged parcel / items untouched as proof for further investigation.

1. Report the incident to us via email: Info@joliemoi.co.uk within 72 hours from when your parcel was delivered. In your email please provide photographic proof such as photos, videos etc of the delivery. Please attach as a file in your email.
2. 
   Failure to provide and keep the photographic proof will be at your own risk. We will not replace nor refund any of the claims raised for missing item(s) & damaged parcels while the customers cannot provide any photographic evidence.
3. 
   Choosing to submit a claim for a refund or accepting a replacement or a voucher to spend with Jolie Moi are all non-refundable.

If you have decided to submit a claim on a lost parcel or damaged parcel, it will normally take 30 to 45 days for the investigation to be finalised and resolved by the courier. We allow this amount of time due common errors / mistakes regarding delivery information from the courier and delivery and parcel’s status / condition from the customer. 

We do not know whose information is true and whose information is false, therefore we will need you to keep all proof safe to support your own claim in case all parties are requested to appear in court for the final judgment, If the courier’s investigator files this claim as fraudulent.

Please find below only 2 options to choose from in regards to reporting a claim:

Option 1:

ENGAGEMENT LETTER OF CLAIM FOR REFUND.

By signing this engagement letter of claim, you are fully aware that making any fraudulent claims will lead to criminal charges. The investigation could take up to 45 days.

 

Option 2:

AGREEMENT OF REPLACEMENT / VOUCHER ON LOST & DAMAGED PARCELS (NON-REFUNDABLE).

By signing this agreement of replacement, you are fully aware that you have already dismissed further claims for a refund and accepted the settlement of a non-refundable replacement / voucher as compensation. Once you have signed this replacement agreement form. We will either post you the replacement items or email the voucher to you (in the form of a digital code to use at checkout). We will ship out your replacement within 5-7 working days.

 

FRAUDULENT CLAIMS

Fraud is a criminal offence in the UK, as governed by the Fraud Act 2006. We have ZERO tolerance for fraudulent claims on 'Lost Parcel(s)' & ' Damaged Parcel(s) / Goods' which is equivalent to digital shoplifting!. We are working hard to distinguish between legitimate and fraudulent GLIT claims without alienating honest customers. We have CCTV cameras to record each step of the picking & packing process to make sure all items on the packing list are packed accurately and correctly. So that we have our own proof against whoever claiming on missed items from their undamaged parcel(s).

 

What is a Fraudulent / False claim

A false claim occurs when a customer alleges a product that they ordered has not arrived, when in fact it did. Or falsely claim that not all the goods in an order arrived with the delivery. Similarly customers may claim an item has been returned for a refund, but must have gone missing during the returns process en-route to the retailer – even though a package had not been sent back to the retailer.

 

RETURNS TERMS & CONDITIONS

After the order has been delivered, you have 14 days to try the item or items. For any reason, within this time limit, you can email us a return request. Then you will have another 14 days to ship the unwanted items back to us. In total, you have up to 30 days to deliver the unwanted items back to us for a refund. Take the parcel to the Post Office and send it by Royal Mail 2nd Class (signed for) (it should be the cheapest tracked return option which also includes £50 protection on the parcel), or you can book with other Carriers: DPD, Hermes, Collect+, FedEx, etc. Please make sure your parcel is fully tracked and insured / protected on its value in case the package gets lost or damaged by the courier.

This is to ensure that you can still claim the lost value from the courier in the case of loss. We require you to keep the postage receipt in the circumstance as insurance on your goods, this must include the weight of the parcel. If you encounter problems with your return, then evidence of postage will be required.

Please note, all items must be returned with all labels attached as they were when you received them. Trying on the item(s) of clothing, please ensure that you’re not wearing make-up, perfume or deodorant which may leave a scent or marks on the item(s). We will not accept the return of any item(s) where evidence of the instructions above has been disregarded, and the item(s) will automatically be returned to you (the buyer). Upon receiving the parcel, we will work to process the refund within 5 working days. Although please allow up to 10 working days for the refunded balance to appear in your bank account – this period may vary upon bank / card issuer policies and is not within purview.

Garment tags and packaging (if any) must be included along with any other accessories that are part of the item (such as belts or ties). Typically, before dispatching your parcel, our warehouse staff will take photo proof of your ordered goods with our “Customer Notice Tag” attached. Unfortunately, if any part of the item(s) is missing or damaged, we will be unable to accept the return and have the right to resend the item(s) back to you.

Please Email the tracking number of the return parcel to info@joliemoi.co.uk as soon as you have shipped your parcel, therefore, we can track and issue your refund more efficiently.

Please insure the value of your parcel with your courier in case it gets lost. Therefore, you can still claim the value insured from your courier. Below is an example of a royal mail post office receipt. Please keep yours safe until your refund is issued.