JOY
Delivery information
Standard Delivery – FREE
Express Delivery – Coming soon
Can you deliver to a different address than my billing address?
Yes, you can specify your preferred delivery address when you place your order.
Where do you deliver?
We deliver to most postal areas in the UK. We reserve the right not to deliver orders if we believe the address is not secure; for example, to a communal postal address or PO Box. If this affects your order, we will notify you as soon as possible.
In the event that we cannot deliver to you within the time specified when placing your order, or an item is out of stock, we will let you know and try to resolve the problem as quickly as possible. All new orders are taken as separate and are therefore treated individually.
How long does Standard Delivery to the UK take?
Please allow up to 5 working days for free Standard Delivery.
Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale.
What if I'm not in when you deliver?
Your order will be delivered anytime between 8am and 3pm and a signature will be required on receipt. All standard delivery parcels are shipped by UK Mail. These must be signed for, as parcels will not be left outside or with neighbours.
A calling card will be left if the recipient is not available to collect the parcel.Unfortunately you cannot change the delivery address for a redelivery.
How can I track my order?
If you wish to track your parcel, then please contact one of our customer care representatives from 10am to 5.30pm Monday to Friday (excluding UK public holidays) on
customercare@intudigital.co.uk or call +44 (0) 207 960 1360.
Refunds and Returns
Refund policy
What should I do if I no longer want the goods I ordered?
If you decide that you do not wish to keep the product, you have 28 days to return full price items and 14 days for sale items, to return it and receive a full refund. Please notify us by e-mail on customercare@intudigital.co.uk with your order number, the item(s) that you would like to return and your reason for returning the item(s).
At JOY we aim to delight our customers by providing the highest standards in quality, service and the JOY experience. In the unlikely event that the item just isn’t quite right and you are not fully satisfied with the purchase, please send it back to us within 28 days with the delivery note enclosed. If you still have your confirmation emails, you can use those as your delivery note. Otherwise, please enclose with the parcel your full name, address telephone number and if you still have it your order id number. That way we will be able to identify your customer details.
Please note that our sale items have a 14 day return policy. This is to enable us to process the return item and put it back into sale online before the sale ends.
We are happy to refund you within the 28 days (14 days for sale items) providing the items are returned in perfect condition and where possible in their original packaging with tags attached. We will refund you the amount through the original payment method.
The only exception is pierced jewellery, tights and swimwear, which we cannot offer refunds for, unless faulty, due to hygiene reasons.
If you are still eager to be as fashionable as ever, then why not exchange the item for something that might suit you that little bit better. We are happy to exchange goods for our customers if they are unworn, unwashed and tags are still intact. Also, if the item you were sent is faulty, or if there is any other reason you are unhappy with your purchase, we are happy for you to return this to be exchanged. Please simply send a copy of your original invoice and we will have your new items sent out to you all wrapped up and delivered within 7 days.
Please send your returned items to:
Joy Returns,
11 Beadman Street, West Norwood, London, SE27 0DN
We recommend that you send the parcel via recorded delivery and to keep the proof of postage, as all items are your responsibility until they have reached our Returns department. Refunds and exchanges cannot be provided on goods that have been lost in the post. For items that have been sent incorrectly or are damaged, we will refund all costs incurred.
On receipt of the returned item, and in accordance with our refund policy, we will notify intu.co.uk to refund the payment card the price paid for the item. You will receive an email confirming that the refund has been actioned and your card credited.
What should I do if I have received the wrong item, or the item is faulty?
In either event, please return the relevant item to us, as above, for an exchange or full refund. For items that have been sent incorrectly or are damaged, we will refund all costs incurred.
On receipt of the returned item, we will notify intu.co.uk to refund the payment card the price paid for the item.
What should I do if you have not sent me one of the items I ordered?
In this event, please email our customer service team from 10am to 5.30pm Monday to Friday (excluding UK public holidays) customercare@intudigital.co.uk.
Paypal returns
Please note, orders paid for using Paypal cannot be returned to stores.
Returns to store (UK only)
Can I return an item to an JOY store?
Unfortunately this service is not currently available when you purchase with intu.co.uk.
What is the procedure for returning an item to JOY by post?
If you decide that you do not wish to keep the product, you have 28 days to return full price items and 14 days for sale items, to return it and receive a full refund. Please notify us by e-mail on customercare@intudigital.co.uk with your order number, the item(s) that you would like to return and your reason for returning the item(s).
Post the item back to us within 28 days using registered post or DHL or 14 days for sale items.
Enclose your delivery note or your confirmation emails. Otherwise, please enclose with the parcel your full name, address telephone number and if you still have it your order id number.
Please send your returned items to:
Joy Returns,
11 Beadman Street, West Norwood, London, SE27 0DN
We recommend that you send the parcel via recorded delivery and to keep the proof of postage, as all items are your responsibility until they have reached our Returns department. Refunds and exchanges cannot be provided on goods that have been lost in the post. For items that have been sent incorrectly or are damaged, we will refund all costs incurred.
You must ensure that any items sent back to us are suitably packaged to protect them in transit.
Returning Goods
This Part sets out the terms that govern your right to return any Goods that you do not want to keep.
If you decide that you do not wish to keep the product, you have 28 days to return full price items and 14 days for sale items, to return it and receive a full refund. Please notify us by e-mail on customercare@intudigital.co.uk with your order number, the item(s) that you would like to return and your reason for returning the item(s).
When we deliver your Goods to you we will include a returns slip, and information on how to return Goods to us. If you want to return any items you must complete the returns slip and enclose this with the items you are returning.
You can, at any time within 28 days of receiving Goods from us, cancel your contract and return any Goods to us. Enclose your delivery note or your confirmation emails. Otherwise, please enclose with the parcel your full name, address telephone number and if you still have it your order id number.
You must then, within 28 days of receiving the Goods, return the Goods to us by sending them in a securely wrapped parcel to the Returns address. Once you decide to return the Goods you must not use them and must take reasonable care of them while they remain in your possession. The Goods must be returned to us intact, undamaged as soon as reasonably possible. We will notify intu.co.uk to refund to the payment card the price paid for the Goods returned.
Your rights under this Part are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
Nothing under these terms and conditions affects your statutory rights.
General terms relating to our relationship with you
This Part sets out some general terms that govern our relationship with you and purchases by you.
We will not be responsible for the performance of any obligations under these terms and conditions in the case of an event outside of our reasonable control, including (but not limited to) strikes, lockouts, failures of third party systems or networks, acts of god, fire, earthquake, storm, flood or other natural disaster, civil unrest, acts of terrorism, deliberate sabotage of or malicious damage to equipment or data or for damage to or destruction of premises or equipment.
We warrant to you that any Goods purchased from us on intu.co.uk are of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.
Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Goods you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
This does not include or limit in any way our liability:
(a) For death or personal injury caused by our negligence;
(b) Under section 2(3) of the Consumer Protection Act 1987;
(c) For fraud or fraudulent misrepresentation; or
(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to loss of income or revenue; loss of business; loss of profits or contracts; and loss of anticipated savings.
All notices which we need to give to you under these terms and conditions will be sent by us to your registered e-mail address.
These terms and conditions set out the entire agreement between you and us in respect of the sale, purchase and use of the Goods. They supersede any previous agreement or understanding in relation to the subject matter hereof. They may only be varied where separately agreed in writing between you and us.
If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions (and the remainder of the provision in question) shall be unaffected.
The interpretation, construction, effect and enforceability of these terms and conditions shall be governed by English Law unless as a matter of law you are entitled to rely on the laws of your country of domicile as a consumer.
You and we agree to submit to the exclusive jurisdiction of the English courts for the determination of disputes for customers in England, and the Scottish courts for customers in Scotland. For all other customers unless as a matter of law you are entitled to bring or defend an action as a consumer in your country of domicile, you and we submit to the exclusive jurisdiction of the English Courts.
The intellectual property rights in all software and content made available to you on or through the Website is our property or the property of our licensors and all such rights are reserved by us and our licensors. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Website nor may you use any such content in connection with any business or commercial enterprise.
Joy is a trade mark belonging to us and no licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colourably similar without our written permission.
Find us >>
Follow us >>