We will dispatch all orders within 72 hours and often sooner to the address provided with your order.
The cost of postage & packaging are as follows and is decided by what you are purchasing. All UK deliveries are sent standard 1st class post. Orders from abroad are usually sent tracked and signed for, or just tracked if that is the service available in your country. We do not send international tracked if it would cost more than the item is worth. Similarly we send tracked if the item is irreplaceable. All hats are sent international tracked (and signed for) if possible. At checkout you will only be charged postage for your most expensive item.
|UK 1st class next day||Free|
|Europe – Tracked & signed||£6.00|
|Europe – Small item tracked||£5.00|
|Europe – Small item standard||£2.00|
|Europe – Small item standard up to 250g||£3.00|
|ROW – Tracked & signed||£10.00|
|ROW – Small item tracked||£6.00|
|ROW – Small item standard||£3.00|
|ROW – Small item standard up to 250g||£4.50|
Please note that all shipments from the UK to destinations outside of Europe may be subject to import duties and taxes which are levied by the importing country at the time the shipment arrives in your country. All applicable duties, fees and additional charges for customs clearance are your own responsibility.
Terms of Delivery
We reserve the right to change delivery costs and options without prior notice.
We may choose to send your parcel via Courier Services if this option proves to be more cost effective, and will inform you of this.
Delivery lead times shown are approximate and are not guaranteed. They are the lead times given by Royal Mail and Courier Services. Between Saturday and Tuesday there may be a delay in posting orders, as required items may be inaccessible due to shop opening times. You will be informed if timing will cause a delay in your parcel being posted.
If the incorrect postage option is selected for an order we will contact you regarding this, either making a refund or requesting further payment to correct the balance.
UK postage includes Northern Ireland, IOM and the Channel Islands. If you think your country does not show please contact us before ordering.
Terms of Payment
You can pay by all major credit or debit cards (except American Express), PayPal or BACS. Payment will be charged at the point of submitting your order.
Upon submitting your order, you confirm that the payment card that is being used is yours.
All credit/debit card holders are subject to validation and fraud checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not accept your order, We will not be obliged to inform you of the reason for the refusal and we will not be liable for any delay or non-delivery. We are not responsible for your card issuer charging you as a result of our processing of your credit/debit card payment in accordance with your order.
You authorise us to debit your nominated payment card to recover all charges and amounts due and owing to us.
We offer payment plans to customers who wish to pay in instalments.
Terms of Return
We will not accept requests for a refund once 14 days have passed, or if the item is not returned within 28 days.
These policies do not affect your statutory rights. If an item is found to be faulty, damaged or miss-described, then it can be replaced or exchanged for a suitable alternative. Where the item cannot be replaced or exchanged a full refund will be made, including reasonable return postage costs. We request that when returning items with a retail value of less than £40, that standard post is used. If you decide to send with a required signature this extra cost will not be refunded.
Should you decide to return the item within 21 days of receipt, but have not informed us of this following the 14 day return policy, we will accept a return of your item and provide you with an online credit. No refund will be made in this instance.
You will be responsible for the cost of returning the items to us unless we delivered the item to you in error, or if the item is damaged, faulty or miss-described. If we have agreed to cover the cost of your return postage we will only refund reasonable costs. i.e. The cost that we could post the item for ourselves. If you are signed up to PayPal free returns we expect you to claim your costs through this source if you are eligible.
All items should be returned in their original condition, unworn, and with all labels in tact.
Until the item(s) arrive back with us they remain the property of the customer. Should an item go missing during return posting it is the responsibility of the customer to trace the parcel and make a claim for loss, through the delivery provider. We do not insist that an item is sent with a tracked service, this is down to customer preference, and will not be refunded unless agreed before sending.
You will receive notification of your exchange or refund via email.
We are unable to exchange or refund items purchased with any other stockists.
Should you decide to return the item within 21 days of receipt, but have not informed us of this, following the return policy above, we will accept a return of your item and provide you with an online credit.
No refund will be made in this instance.
Terms of Return
For new customers we recommend you read our terms of delivery before ordering.
Lost in Transit Orders
Before contacting us to report a lost order or late delivery;
- Have you checked on the status of your order through our Order Email Updates?
- Has it been 10 working days (20 working days for international orders) since your order was dispatched?
- Have you contacted your local Sorting Office to see if they are holding the order?
In the event that your order has been lost in transit, we will submit a compensation claim form after the 10/20 day period, and do our best to replace items, or refund you at this point (depending upon product availability). Royal Mail may contact you in connection with the claim. Refunds or replacement items will be issued as soon as a claim has been completed and we have received confirmation that the parcel cannot be found.
Our Head Office/Return address is:
JoJo Hats (Returns), 57 Lyd Gardens, Tavistock, Devon. PL19 9HU, UK.