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RETAIL CUSTOMER RETURN POLICY: 


REQUESTING A RETURN IS EASY…

We hope you’ll love every Jolie Moi purchase you make, in the unlikely event that you're not entirely satisfied with your purchase from us, you can return the unwanted items to us within 14 days of receipt:


      For UK Registered Users:

you can simply request a ‘Return ID’.  You can do this via your account by clicking on ‘My Orders’. From here please view the order and select the items you are returning, click on ‘Invoice’ and you will then see the option to ‘Return’.

*If you have been partially refunded for the out-stock items and you are unable to request a ‘Return ID’ , no worries, you can still return the unwanted goods without the  ‘Return ID’ as long as you can put 1 copy of your purchase invoice/ packing list into the parcel with the goods, we can still identify which customer posted back this parcel for refund; Please kindly make sure you always write your name, your address on the parcel package too; 

You can choose either use our royal mail FREE-POST A/C or other methods to return your items; 


  • For UK Guests : 
  • Who had checked out as a Guest status, after you completed your payment, you will be automatically registered an account ; Also you can return the unwanted items without the  ‘Return ID’ , 
  1. Simply put 1 copy of your purchase invoice/ packing list into the parcel with the goods, handwrite some notes to us,  we can still identify which customer posted back this parcel ;
  2. We recommend you to use our royal mail FREE-POST ACCOUNT for returns, and keep your receipt as a proof  ( please remmember to ask the receipt from post office ! ) ; The post office counter will not charge you for the parcel, as we have an account with post office . 
  3. Please kindly make sure you always write your name, your address on the parcel package too;

 

( For UK Only ) HOW TO SEND YOUR RETURNS BACK TO US? 


  • If your parcel weight is under 2kg, we recommend you to use our royal mail FREE-POST ACCOUNT for returns, and keep your receipt as a proof  ( please remmember to ask the receipt from post office ! ) ; The post office counter will not charge you for the parcel, as we have an account with post office . Please kindly make sure the parcel is under 2KG; 

 

  • If your parcel weight more than 2 kg, please  must seperate them into 2 parcels to return via FREE-POST A/C; No worries, as long as each parcel is under 2 kg weight , no extra cost will occured; 

 

  • Our FREE-POST A/C Address is not signed for over 2 kg parcels,  therefore it can not be used to return over 2KG weight parcel , even sometimes post office counter accidentally accepted your parcel,  it will be more likely returned or withhold in their depots for a long period of time as they will contact us to sort out these OVER-WEIGHT parcels ; that is why we disptached your order ( over 2 KG parcel ) via DPD express; 

 

  • IF your parcel is over 2kg , and you do not want to separate them into 2 parcels via FREE-POST A/C (post office ) , then you can choose other carriers to return the parcel to us via COLLECT+, DPD, HERMES , FEDEX, etc.  Please kindly note: POST OFFICE is charging £13.75  for over 2 kg parcels (  2nd class signed for service ) ;  
  • KIND REMINDER: please also do a search on the parcel weight price before handover your parcel to other carrier just in case unexpected fee occured; 

 

  • if you do not use our FREE-POST A/C , we will refund your oringinal postage which you paid for us to dispatch your order ( £3.95/order ) , any extra cost occured for returning will be at buyer's cost; 

  • If your order was on Free Shipping offer, you also can use our FREE-POST ACCOUNT for returns, and keep your receipt as a proof ( please remmember to ask the receipt from post office ! ) 

 

FOR UK RETURNS ---USE OUR FREE-POST A/C (ROYAL MAIL --POST OFFICE) : 

  • PLEASE WRITE AS BELOW:  ON YOUR WELL-PACKED ENVELOPE

 

TO: Freepost A/C

RTAH-TEJJ-SEUS
Jolie Moi Returns
Rear of 81 Front Lane,
Essex,
RM14 1XL,
UK;
  • PLEASE KINDLY WRITE YOUR NAME & ADDRESS ON THE PARCEL YOU ARE RETURNING;
  • PLEASE PUT THE PACKING LIST OR DELIVERY LIST INCLUDED IN THE PARCEL AND WRITE US YOU INSTRUCTION.
  • PLEASE KINDLY ASK A RECEIPT FROM THE POSTOFFICE FOR YOUR RETURNS, JUST IN CASE PARCEL GETS LOST BY POSTOFFICE, YOU WILL STILL HAVE A PROOF OF RETURN TO SHOW US FOR REFUND. WITHOUT A PROOF OF RETURN WHILE GOODS GET LOST BY POSTOFFICE, THEN WE COULD NOT ISSUE THE REFUN
  • By using our FREE POST ACCOUNT, you have agreed to redeem the original postage you had paid £3.95 for dispatching you order, therefore, no further refund on delivery fee will be issued; 
  • Our Free-Post is very safe, even in rare case that parcel got lost, as long as you have the receipt, we will refund you the cost of the goods; 
  • Our Free-Post is not slow , it normally only takes 5-7 working days for your parcel to be delivered to our warehouse. 
  • Below is a sample receipt you will need to get from Post Office counter while you are using our Free-post a/c;  ( Kindly make sure you parcel is not over weight 
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RETURNS TERM & CONDITIONS:

  • Returns Period: 

If you are unhappy with any of your purchases from www.joliemoi.co.uk you can return the item/s to us for a refund within 14 days of receipt. 

This means you have 14 days to try on your item/s and get them back into the postal system to us; we ask that you keep hold of your proof of postage receipt as your insurance.  If you encounter any problems with your return we will ask for proof of postage.

All items returned must be received with all labels still attached, as they were when you received the items.  When trying on your item/s of clothing, please ensure that you are 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 there is evidence that these instructions have not been followed and the items will automatically be returned to you.

Once received we will endeavour to process the refund or exchange within 5 -14 working days.  Although refunds are processed within 14 working days please allow up to another 10 working days for the refunded balance to appear within your bank account – this time period is dictated by your bank/card holder and is out of our control.

Garment tags and packaging (if any) should also be included along with any other accessories that are part of the item (such as belts). Normally, before dispatching your parcel, our warehouse staff will take a photo proof on your ordered goods with 'Customer Notice Tag' attached; Unfortunately if any part of the item is missing or damaged, we will be unable to accept the return.

 

  • DELIVERY CHARGES  

 

  1. Any returns sent back to Jolie Moi are at the buyer’s expense; 
  2. You can use our FREE-POST account with Royal Mail to return the unwanted items* 
  3. Customers will not be charged by post office while using our FREE_POST ACCOUNT, therefore, your oringinal postage paid for dispatching your order £3.95/per order will be redeemed; 
  4. We are unfortunately unable to refund postage if only part of an order is returned

 

FOR UK RETURNS --NOT USE OUR FREE-POST A/C ( Via other Carriers /Methods) : 


If you do prefer to pay by yourself via other carriers : such as Collect +, DPD, Fedex, Parcel Force etc, or you perfer to pay post office on 1st/2nd class signed for parcel , then please use the return address as below:


To: Jolie Moi WEB Office

73 Front Lane;

Essex

RM14 1XL;

UK

  • Please kindly note : 'Any returns sent back to Seller are at the buyer’s expense.' Even you spent over £3.95 on return postage, we can not refund you more than £3.95 (the original postage you had paid to us for dispatching your order , which was on a flat rate of £3.95 per order) ;    

 

  • Sending back a parcel via Royal Mail next delievery normally costs £4.40 / parcel ( less than 1kg) and £6.65/parcel ( over 1kg less than 2kg) , if you parcel over 2kg, the cost will go up to £13.75 per parcel;  please kindly note : 'Any returns sent back to Jolie Moi are at the buyer’s expense.' Even you spent over £3.95 on postage, we can not refund you over than the original postage you had paid to us, which was on a flat rate of £3.95 per order;   
  • if you do not use our FREE-POST A/C Address, we will refund you the original dispatching postage you paid to us  £3.95 / order flat rate; 

 

EXCHANGE

We are unfortunately unable to do an exchange. Please return for a refund. 


Either the item is faulty / wrong items/ wrong sizes sent, or you wish to exchange another size or another color on the same style, you will have to return the items for a refund first;

If it was our fault to send your wrong items or faulty items, you can get FREE Shipping for your next order , please use this code :

FREESHIP-719

Sorry, that you do not need to call us or email us ; and we will not reply any questions which had already been listed on this page;

 

You have to return the unwanted items for refund first, then place a new order for the items you wish to have ; You can use our FREE POST ACCOUNT to return the items via post office, and must keep their reciept for proof of return; 

 

you can write a note with your parcel send to us , rather than emailing or calling , many thanks

 

 

FOR EUROPE/REST OF WORLD


  • DELIVERY & IMPORT DUTY TAX: 

PLEASE NOTE: All orders are shipped from the UK. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

Customs & Import Duties
Depending on the value of your order and the destination country, your item(s) may be subject to import charges. The person receiving the order is responsible for paying these extra charges. Due to the ever changing world of customs and duties, we're unable to provide accurate information on this.

If an order is held at customs and we're unable to contact the recipient within 10 working days, this order will be cancelled. In the event that the recipient refuses to pay the import duty, the order will also be cancelled. In both of these circumstances, Glamorous will incur a return or destroy fee and as such we'll not be able to refund any of these orders.

We would advise contacting your local customs office prior to making any purchase.

  • International RETURNS: 

The cost of postage to return your item/s is at your expense.  We also ask if you are not in Europe that you write very clearly on the outside of the parcel that they are ‘Returned Goods’ so that we do not incur custom charges – in the event that we do get a custom charge, we will simply allow the item to be returned to you.

You as the customer are liable for the parcel whilst it is on its journey back to us.  We always advise to use a trackable, signed for service so in any event where we do not receive the parcel you will be able to make a claim.

 

Kind Notice: 

FOR International  RETURNS -- Please DO NOT USE OUR UK FREE-POST A/C (as it only works in the UK post offices ) : 


PLEASE USE YOUR LOCAL CARRIERS SUCH AS : DPD, FEDEX, TNT, UPS ect. PLEASE ONLY USE trackable shipping methods for returning the goods to below address:   
ADDRESS FOR INTERNATIONAL RETURNS: 

To: Jolie Moi (WEB Office)

73 Front Lane;

Essex

RM14 1XL;

UK

 

This means you have 14 days to try on your item/s and get them back into the postal system to us; we ask that you must keep hold of your proof of postage receipt as your proof and you must use trackable shipping methods in order to get a tracking number for your parcel.  If you encounter any problems with your return we will ask for proof of postage and tracking number for your parcel. 

 

Unless items we posted are wrong items or wrong sizes, we DO NOT refund the postage for international orders; 


IMPORTANT CUSTOMER NOTE 

Especially please kindly keep the tag of IMPORTANT CUSTOMER NOTE attached with the items you had purchased;

"PLEASE DO NOT REMOVE THIS TAG IF YOU WISH TO RETURN THIS ITEM. REMOVAL OF THIS TAGE MEANS THAT THIS ITEM CANNOT BE REFUNDED. YOUR STATIONORY RIGHTS ARE NOT AFFECTED."

 

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DAMAGED (FAULTY) ITEMS


Although we do everything possible to ensure items are sent in perfect conditions, very occasionally items damaged but somehow posted to you. If an item in your order is damaged upon delivery, please contact us immediately in 3 working days stating that the item in question is faulty, so that we can resolve this issue for you. We regret that if you return a faulty item without any prior contact in regards to the fault in 3 working days or after worn or washed, the return request cannot be accepted and the item will returned to you (the buyer) immediately.

Q&A: 

How do we refund unwanted items returned by you?

All items for refund should be sent back in a resellable condition within 14 days (sale items) & 21 days (full priced items) of receipt as long as those are unwashed, unworn (except for the purposes of trying on) and with the original tags attached.

We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive. 

Only orders returned in full will receive postage costs, up to the value of our cheapest delivery service.

Please note that items purchased during a sale or discount code period will be credited at their discounted price.

Please ensure that all return postage costs have been paid in full.  Any parcels with owed postage charges will not be accepted and therefore no refund or store credit will be processed.

We will not accept returns on lingerie or jewellery that has been damaged or worn. We cannot accept returns if the tamper seals or tags are removed.

Free Gift Returns

While we run a promotional offer to give a free gift with your online order when you spend a certain amount of money, you can click: REFUSE or click : ACCEPT at the check out stage to exclude or include this gift.  If you had chosen Include option, then when you returning a full or partial order for a refund, you must include the free gift with your return.  If you do not include the free gift, we'll have to deduct the value of the gift from the value of your refund.  If you have any doubts over whether or not you need to return your free gift, please contact our customer service team.

Gift Vouchers

Items purchased with a Jolie Moi gift voucher or e-voucher can be exchanged for another item or for credit back to the original voucher. Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers. Our gift vouchers never expire, and can be redeemed online or over the phone.

Gift Sets & Multi-buys

In case of part return of a gift set or multi-buy set, or similar discount, the promotion will be void and you will be refunded proportionately according to the value of goods kept.

Miniumum Purchase Amount Based Wholesale Pass Discount Returns

A minimum order value of £400.00 gross applies to each UK mainland order, this is including VAT and delivery.  you can order as many different products as you want to be qualified to the WHOLESALE PASS DISCOUNT. 

It will not be possible to cancel your order if it has already been despatched. Please ensure you always review your order prior to checking-out. 

Q. Do I have to be a company or own a business to buy from you? 
A. No, anyone can use our service but you must order goods up to the value of our minimum order. 


WHOLESALE RETURN POLICY:

Unless wholesale goods are faulty on arrival to your shop, IT WILL BE BUYERS responsibilty to do a quality check on arrival , and report faulty via email in 3 working days; You will be required to attach photos of the faulty dress details with your email, Meantime pack up the faulty goods with orignal package, PLEASE DO NOT DISPLAY the faulty goods on the rail in your shop;

We do not accept wholesale returns on below reasons:

  • Sizes are too small to my customers, or sizes are too big to my customers -----Please carefully check our size chart before you place a wholesale order, as this is a basic rule for commercial buyers , therefore it will be your own responsbilty to make sure you have checked and proved our size chart is suitable for you ; we have carefully produced our garments following our size chart, if you have any doubt , please measure the garments by yourself before you hanging them on rail to dispaly in your shop; 
  • Styles ordered are not selling fast or have to discount them to clearance----Please make sure that carefully check the styles whether they suit in your shop or your customers, we are not respobsible for so called 'slow selling products' to be returned to us, you can not return goods to us while you found out that the styles you choosen are not suitable to your shop, this is a basic rule to be a professional buyer, you are fully responsible for your own choice and orders; 
  • Colours of the items are different with the photos in the email: ---Please make sure before you place a wholesale order, if you are not sure about the colors you seen on our catalogue or images attached ; you should order 1 piece on retail price to see the colour of the item first, before you place a wholesale order;   


  • Fabic is not as nice as i assumed---Please make sure read carefully on the fabric composition chart and washing method chart normally listed in the email with all images of new styles by our wholesale team; if you are not sure, you should retail 1 piece from us first . We do not accept returns if you have not read or understand the details of the garment; 

if you are not sure about the fabric, the colour, the fitting etc on the styles you wish to wholesale from us, please contact our sales team or place a retail order to pay retail prices on the samples for you to see the items before you buying/paying for bulk orders; 

 

KIND NOTICE:

We are a small team here, and our business focus is WHOLESALE & CONCESSIONS, please kindly allow some extra time for us to complete your retail orders and enquires  ....


many thanks

JM team


How to contact us ? 

  • if any other questions, please kindly contact us via email :
01708228800
Sorry that we can not reply every email which the answers had been stated in the terms & conditions, and Returns webpage, please kindly read the information provided; 
Sorry that we can not pick all phone calls , however, we wish you can find most of the answers in the terms & conditions, and Returns webpage, please kindly read the information provided; 
 
 

 


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