At Joline & Flo Ltd, we are committed to ensuring customer satisfaction and offering high-quality products and services. We understand that sometimes a product may not meet expectations, however, to maintain a fair and efficient service, we have established the following guidelines regarding returns and refunds.
Shipping & Returns
Return Policy
- Customers may return products within 14 days of receiving the order for a full refund, as long as the products are in their unused, resaleable condition and in the original packaging
- Returns are accepted for items that are not marked as bespoke, made to order.
- If you simply change your mind about your purchase, you have the right to return the product under the 14-day cooling-off period. However, in this scenario, a £15 return fee will be deducted.
- If a customer returns products three or more times due to dissatisfaction (e.g., change of mind or not liking the product), we reserve the right to decline future orders from that customer. However, depending on the customer's profile and spending behavior, we may reassess this decision on a case-by-case basis.
- This measure is in place to prevent abuse of our return and refund policy and ensure a fair experience for all customers. We understand that people may change their minds, but excessive returns due to dissatisfaction can create an imbalance in our system.
- If the product is faulty or damaged, we will process your return without any charges and offer you a full refund but you need to send us proofs as soon as the product arrives, not later than the first day. We will also cover any associated return shipping costs in line with the UK Consumer Rights Act 2015.
Bespoke, made-to-order, or personalized products are non-returnable.
Please be sure of your purchase before confirming the order for these types of items.
For items marked as pre-order, returns are subject to a £45 transport fee, regardless of the reason for return, unless the product is faulty or damaged.
- While we strive to maintain accurate and up-to-date inventory, there may be instances where products are unavailable due to discrepancies in stock levels. We update our inventory regularly; however, due to the way we collaborate with our suppliers, we may not always have real-time visibility of stock availability.
- In the rare event that an order is canceled because the product is out of stock or unavailable, we will notify you as soon as possible (we aim for 24 hours during working days) and issue a full refund for the transaction.
- The refund will be processed via the same payment method used for the original transaction, and a refund receipt will be provided once the refund has been processed and we can see the transaction ARN (Acquirer Reference Number). This usually takes up to 3 working days.
- In the case of a cancellation, the 1-3 working days for the refund processing primarily accounts for the time it takes for the transfer between our bank and your payment provider.
- To initiate a return, please contact us at customercare@jolineandflo.co.uk with your order number, payment receipt, and the reason for the return, including image proofs upon request.
- If your return is accepted, we will provide instructions for shipping the product. You will be responsible for the return costs unless the product is faulty or damaged.
Refund Process
- All refunds will be processed via the same method used for the original transaction. Please allow up to 1-3 working days for the refund to be reflected in your account, as the processing time may vary depending on your payment provider.
- In rare cases, if there is an error on our side and to avoid delaying the refund process, we may agree to process the refund directly to the customer's bank account. This will only be done upon mutual agreement and proof of the payment receipt, along with the customer's bank account details.
If you have not received your refund after the 3-day processing period, please feel free to contact us. We can provide the transaction ARN (Acquirer Reference Number) number for you to check the status with your bank.
Fraud Prevention and KYC Compliance
In order to ensure the safety of all transactions, we use fraud prevention systems to check all orders and transactions. This is to protect both our business and our customers from fraud or malicious activity.
Additionally, if we suspect any fraudulent activity or abusive return behavior, we may ask for additional verification details as part of our Know Your Customer (KYC) process. This may include:
- The last four digits of the card used for the payment as visible on our platform,
- Your name and address,
- A copy of your payment receipt.
These measures help us protect the integrity of our business and ensure that all transactions are secure.
Shipping Policy
Currently, we only ship within the UK. We do not offer international shipping at this time.
Important Notes
- Please note that this return and refund policy is subject to change at any time. For the most up-to-date information, please refer to this page. However, at the time of a refund, the policy that was in effect at that moment will be applicable. We aim to ensure fairness and transparency in all our transactions.
- We always aim to process returns and refunds as quickly as possible. Please allow up to 24 hours for us to respond to your queries during working days.
- If you have any questions or concerns about this policy, please do not hesitate to contact us. We are here to help!