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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 will need to request a ‘Return ID’.  You can do this via your account by clicking on ‘My Orders’. From here please view the order 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 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; 

 

Two methods you can choose for sending your returns:

  • Please ONLY use tracked/signed for delivery service for returns and keep your receipt as a proof...  Any returns sent back to Jolie Moi are at the buyer’s expense. However we will refund you £3.95 the initial delivery fee which you have paid for your order ( £3.95 will be refunded to you when your returned parcel reaches our warehouse safely) 
or 
  • You can use our royal mail FREE-POST account for returns, and keep your receipt as a proof too; The post office counter will not charge you for the parcel, but they will charge us to pay for the parcel instead;  
Please ONLY using our FREE POST ADDRESS if you have agreed to redeem the £3.95 as a credit, therefore, no further refund on delivery fee will be issued; We will use the credit to pay Post Office for the returned parcel.

 

RETURNS TERM & CONDITIONS:

  • Returns Period: 

If you are unhappy with any of your purchases made on www.joliemoi.co.uk you can return the item/s to us for a refund or exchange of size 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 item.  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 working days.  Although refunds are processed within 5 working days please allow up to 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. We recommend you use a tracked delivery service and keep the receipt as a proof to ensure your return reaches us. 
  3. Return costs for 2nd class signed for via royal mail normally costs £3.95 ( Less than 2KG) , and it is the same as the delivery charge you paid for; Instead of refunding your delivery charge £3.95 while you decide to return the whole purchase , we can issue £3.95 credit on the return postage by offering our FREE POST ADDRESS to you to cover your return cost; 
  4. if you have read and accept above terms, please use our free post address for your return, kindly keep the post office reciept for proof; By using our FREE POST ADDRESS you are agreed to redeem the delivery cost refund/credit, therefore, no further refund on delivery fee will be issued; We will use the credits to pay Post Office monthly for the returned parcels.

 

FOR UK RETURNS (FREEPOST ADDRESS) : 

You can return your order by using your £3.95 credit ( your original postage paid on your order) from us by returning the parcel via the Post Office via our FREE POST ACCOUNT, therefore we do not need to refund your original postage if you redeemed it by using our FREEPOST CODE ( we will pay the return cost to Post Office instead of you paying the return costs ): 

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

RTAH-TEJJ-SEUS;
Jolie Moi Returns;
Unit 2-3 Movers House,
Rear of 81 Front Lane,
Cranham, 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 REFUND

FOR UK RETURNS ( REGISTERED /SIGNED FOR PARCELS PAID BY YOURSELF )

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

Jolie Moi WEB Warehouse;
73 Front Lane,
Cranham,
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 REFUND

 

EXCHANGE

We are unfortunately unable to refund postage if only part of an order is returned. In the event of an exchange, no additional postage for the replacement item will be payable. We will give you a Free-Post code for you to redeem while you place the exchange order on the correct size or correct item which you wish to get exchanged to ; please contact us by leaving messages in your account after you logged in, we will reply you in 48 hours and issue the FREE POST CODE to you; 

 

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.

  • 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.


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

if any other questions, please kindly contact us via email :

  • web.joliemoi@gmail.com
  • Wholesale.joliemoi@gmail.com



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