Returns and Refund Policy

We hope you love your Handmade by Joyemma order. As many of our products are made or personalised especially for you, please read the following information carefully before placing your order.

Personalised and custom-made products

Products that have been personalised, custom-made or created to your specifications cannot normally be returned or refunded because you have changed your mind.

This includes products featuring a name, age, photograph, date, custom wording, requested colour combination or bespoke design.

This does not affect your statutory rights. If your item is faulty, damaged, not as described or has been personalised incorrectly due to an error made by us, please contact us so that we can resolve the issue.

Checking your personalisation

Customers are responsible for checking that all names, dates, ages, spellings and other personalisation details are correct before submitting an order.

Personalisation will be created using the information supplied at checkout. We cannot offer a free replacement or refund where an item has been made correctly using information entered incorrectly by the customer.

Where possible, we may be able to offer a replacement at a reduced price.

Cancelling a personalised order

Please contact us as soon as possible if you need to cancel or change your order.

We may be able to cancel or amend an order if production has not started. Once materials have been ordered, a design has been created or production has begun, cancellation or changes may no longer be possible.

Non-personalised products

For products that have not been personalised or custom-made, you have 14 days from the date you receive your order to tell us that you would like to return it.

You then have a further 14 days to return the product.

To qualify for a change-of-mind return, the product must be unused, unworn and returned in its original condition and packaging. Customers are responsible for the cost of returning unwanted non-personalised products.

We recommend using a tracked postal service, as returned products remain the customer’s responsibility until they are received by us.

Faulty, damaged or incorrect products

Please inspect your order when it arrives.

If your product is faulty, damaged, not as described or different from what you ordered, contact us as within 48 hours at hello@handmadebyjoyemma.co.uk

Please include:

• Your name and order number
• A description of the issue
• Clear photographs of the product
• Clear photographs of the packaging where the item arrived damaged

Please do not dispose of the product or packaging until we have reviewed the issue.

Where appropriate, we will arrange a repair, replacement or refund. Return postage for products confirmed as faulty, damaged or incorrectly supplied will be covered by Handmade by Joyemma.

Delivery damage and missing parcels

If your parcel arrives damaged, please contact us with photographs of the product and packaging.

If tracking shows that your parcel has been delivered but you have not received it, please check with members of your household, neighbours and any safe places around your property before contacting us.

We will raise an investigation with the delivery provider where appropriate. Customers will not be expected to resolve a confirmed loss or delivery problem directly with the courier.

Returning a product

Before returning anything, please contact hello@handmadebyjoyemma.co.uk and wait for return instructions.

Unauthorised returns may delay your refund or replacement.

Unless the item is faulty, damaged or incorrectly supplied, customers are responsible for return postage. We recommend retaining proof of postage.

Refunds

Once an approved return has been received and inspected, we will confirm whether the refund has been accepted.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

Where legally required, refunds for cancelled non-personalised orders will include the original standard delivery charge. Any additional amount paid for an upgraded or express delivery service will not normally be refunded.

Sale products

Customers have the same legal rights for faulty sale products as they do for full-price products.

Change-of-mind returns for non-personalised sale products will follow the same conditions stated above unless the product was clearly sold as faulty and the fault was explained before purchase.

Contact us

For questions about returns, faults or refunds, contact:

Handmade by Joyemma
Email: hello@handmadebyjoyemma.co.uk

Nothing in this policy limits or removes your statutory consumer rights.