All items must be returned in their original packaging in order for us to process an exchange or refund. Items showing any signs of wear will be returned to the customer.
Faulty or Wrong Item
If the item you received is faulty or is not what you originally ordered, please e-mail [email protected] quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Returns
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 7 days of receipt. We will issue a full refund upon receipt and examination. Delivery charges are non-refundable.
All returned items must be in a resellable condition (unless faulty). Please contact us with your order number, ahead of returning any items. Full details of the return procedure and address will be issued.
Please allow 2-5 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming confirmation of this (the email will be sent to the same email address as your order confirmation email was sent). After receiving the return confirmation email, please allow a further 3-5 working days for the refund to be credited to your account.
This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we may send a cheque to your billing address.
Return Postage
If you need to return goods to us for a refund, then the cost of returning the goods to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Exchanges
If you wish to exchange an item please email support@joyouscrate.com quoting your name, order number, address, and reason for exchange. All returned items must still have complete packaging and be in a resellable condition.
When exchanging items we do not cover the return postage costs. The cost of exchanging the goods to us is your responsibility. The item becomes our responsibility upon receipt at our warehouse.
Once the exchange details have been confirmed please allow 2-3 working days for this to be processed. Once processed your item will be shipped via our standard delivery service.