Cancellation and Returns Policy
We hope that you will be happy with your purchase and we will deal with any return enquiries quickly and fairly and do everything we can to resolve any issue.
We are unable to accept any returns on earrings or our personalised items, unless the goods are faulty or damaged. They cannot be returned for credit, refund, indemnity, exchange or reclamation. Please also note that any items purchased within a sale can not be refunded. We would be happy to have the item exchanged or credited for you.
For non personalised products and products not made to your order, you have 14 days from receipt of the product to notify us if you want to cancel the order or exchange the item.
On delivery, please check the jewellery and if you notice that any of the products in your order are damaged or faulty and if you are not entirely satisfied, please contact us within 48 hours of receipt.
Please note that our personalised jewellery is entirely handcrafted, so there will be an organic look and feel which is unique to each piece. Small irregularities to the surface (or beauty spots!) are part of their charm and unlike machine manufactured items, no two handcrafted pieces are identical.
If it is agreed that an item is to be returned, please make sure any returned goods are returned in their original packaging and are secure, protecting the goods from damage while in transit. Please note that you will have to bear the direct cost of returning the product. We recommend that you return the goods by recorded post or International Signed For, as appropriate, as until the goods are received by us, they are the responsibility of the customer and we are unable to accept liability for damage or loss in transit.
We will refund any postage by recorded or first class post or International Signed For, as appropriate and we will also pay for the postage costs of sending the jewellery back to you, if the fault is ours. In all other cases, the postage costs for returning the jewellery to us, or back to you, will be your responsibility.
The agreed refund will be actioned within 14 days of receiving the returned goods.
We shall automatically regain legal ownership of the products in the event that we refund payment to you.
Offers Promotions and Discounts
Any of the offers discounts and promotions offered by Joulberry are not valid in conjunction with another offer discount or promotion. All discounts offered are only available on Joulberry.com.
If two offers, discounts or promotions are running at the same time, only the promotion which gives the greatest discount will be applied to the order.
We use Royal Mail Special Delivery Service or DHL Courier Service for all UK and International Orders.
You can select between various shipping options at checkout.
For Standard Delivery, we aim to send your jewellery within 10 working days of your order (or the receipt of your moulds or prints, for jewellery from our Fingerprint and Impressions Collections.) Usually the jewellery will be finished before this time, but if you have an urgent order, please let us know and we will use our reasonable endeavours to meet your needs.
For Fast Track Delivery, we aim to send your jewellery within 8 working days of your order (or receipt of your moulds or prints in the case of our Fingerprint and Impressions Collections, as referred to above).
For Express Delivery, we aim to send your jewellery within 3 working days of your order (or receipt of your moulds or prints in the case of our Fingerprint and Impressions Collections, as referred to above).
For pieces in our Fingerprint and Impressions Collections, we will send our impressions kit with simple and easy to follow instructions within 24 working hours of receiving your order.
We will provide you with confirmation that your jewellery and kit, as appropriate, have been sent and a tracking code, so you can check the progress of your order.
Risk of loss and damage of the goods passes to you on the date on which the goods are posted.
Delivery will be made to your delivery address or such other address specified by you at the time of ordering.
Any shipping timescales are an estimate only and do not constitute binding obligations on us. Shipping time is subject to product availability and clearance of payment. Please note that working days exclude Saturdays, Sundays and Bank Holidays. The order day is included within the delivery dates if the order is received before 2pm, otherwise the first working day will be deemed to be the following working day.
For security reasons, all parcels must be signed for on receipt, so please state a delivery address, where you or someone else will be present at the time of delivery.
Please note that any duty and taxes incurred in the country of destination are the responsibility of the customer.