Refund policy

Returned items must conform to our returns policy:

*All items that are listed as ‘made-to-order’ are non-refundable. Please email if you have any questions before ordering.

We offer a full refund* on ‘stock-item orders’ returned back to us within 14 days of receipt providing they are in the same condition that it was received. After this time we are unable to accept the item for refund.
Once your item return has been received and it complies with our returns policy, we will refund you by your original payment method. We will email you with the address to send your return upon receipt of your request. We will send you an email to inform you that we have received your returned item, and notify you of the approval or rejection of your refund. 

• All items that are returned must be unworn / used and in their original condition, including all packaging and swing tags. Accessories must be returned in the original canvas bags provided. If any item is returned damaged, soiled, altered or does not conform to our returns policy they will not be eligible for a refund and may be sent back to you.
• We recommend that you return items in their original packaging to ensure the necessary protection when in transit.
• We aim to process refunds within 48 hours of being received, although it can take longer during busy periods.
• To complete your return, we require a receipt or proof of purchase, if ordered through the website then your name and date of purchase will enable us to find your proof of purchase.

 
Return Shipping
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs from the original order are non-refundable.
We strongly recommend that a trackable shipping service or shipping insurance is used upon returning any item to guarantee that we receive your item. If you return a product and it fails to arrives with us, then we cannot offer a refund.
*Please note: that refunds can take up to 10 days to credit on your account statement, dependent on the card issuer. Refunds via Paypal take between 5 to 10 working days to arrive into your Paypal account.
If you have any further questions related to your return please contact us by email at info@joannavanderpuije.com

Cancellations
Please note we do not accept cancellation of orders.
Returns are currently accepted providing it conforms to our returns policy stated above.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post