Customer Service and FAQ's

 

Copyright

Joots controls all rights, including copyright, regarding this website.

Third parties are not permitted under any circumstance to: copy or alter any of the content of this website without the written consent of Joots.

Delivery Questions

 

Please ensure you note the different delivery charges set out in our website and for clarity they are restated below:-

UK Orders under £30
UK Standard Delivery - UK Royal Mail Tracked 24  - (1-2 working days - £2.95)
UK Free Signed For Delivery (2-5 Working Days)


UK Orders over £30  
UK Special Delivery - ( P&P is £4.00. For Guaranteed delivery next working day by 1pm)
UK Free Signed For Delivery (2-5 Working Days)

All International Orders  
Europe - Royal Mail International signed for 3-5 days - £7.95
Rest of the World - Royal Mail International signed for 4-10 days - £9.95

 

 If your item is in stock we aim to have it packaged and despatched within 1 working day. We are open Monday to Friday (9am -5.30pm GMT). Orders placed before 4pm (Monday - Friday) will be dispatched the same day. Orders placed after 4pm on Friday will be dispatched on the next working day.
As most of our products contain semi-precious gemstones all orders will require a signature on receipt. For orders over £30 we apply Royal Mail Special Delivery, which will protect you in the event of the item being lost in the post. Orders under £30 are eligible for Royal Mail First Class recorded delivery.

If your order is placed after 4pm and is urgently required please contact us before 4.30pm (Monday – Friday) and we will endeavour to despatch it that very day, otherwise it will be despatched the following day.

Gift Boxes and Packaging

We ensure that all jewllery is packaged with the utmost care either in the Designer’s own packaging or the signature Joots black box with emerald green ribbon and luxurious ivory organza presentation pouch.

Terms and Conditions

1. Contractual Obligations between you (‘customer’) and us (JOOTS)
The purchase or merchandise through JOOTS is strictly limited to parties who can lawfully enter into and form contracts on the website in accordance with English Law.

To make purchases through the website, you will be required to register and provide your personal details. You must provide your real name, telephone number, e-mail address and other requested information as required. When ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide are both valid and correct and that you are the person referred to in the payment details requested. Any order sent by you to us shall be accepted entirely at the discretion of us, and if so accepted will only be accepted on these conditions (subject to amendment) and by means of our standard order acknowledgment confirming that you have read these terms and conditions.

Each order which is so accepted shall constitute an individual legally binding contract between you and us.
1.1 For your order to be placed, we must receive full payment for the price of the good(s) that you have ordered.
1.2 On receipt of payment, we will send you a confirmation confirming your order to the email address that you provided. Such email is not an acceptance of your order placed. Unless you cancel your order [in accordance with our cancellation/ returns policy], acceptance of your order and completion of the contract between you and us will be perfected when we dispatch the goods to you. We reserve the right to not accept your order in the event for example, we are unable to obtain authorisation for payment of your order, that the item/items ordered are out of stock or do not comply with our quality standards or are withdrawn or if, in our sole discretion, you do not meet our eligibility criteria as set out in these terms and conditions.
We may refuse to process an order for any reason or refuse service to anyone in our sole discretion at any time and without liability to you or any third party.
1.3 Accepting your order will create a legally binding contract between you and us.
Please note only adults (person aged 18 and over) are entitled to enter into legally binding contracts and as a result are the only people entitled to order products through the Joots website.
1.4 Upon dispatch of goods to the delivery address designated by you, you shall become owner of the goods which have been ordered through this website.
Any time or date given for delivery is an estimate only.

We shall have no liability for any failure to perform your order due to force majeure.

2. Pricing Policy
2.1 All prices are correct and clearly set out in our website and are displayed in UK pounds.
2.2 If you purchase goods from outside the UK, you will be billed in UK pounds.
2.3 Voucher and Coupon codes are issued in good faith. The misuse of these codes warrants Joots.co.uk to withdraw them at our discretion or not to honour any subsequent order placed via Joots.co.uk.
2.4 Voucher or Coupon codes that entitle a customer to discounts on future purchases, can only be redeemed upon acceptance of any related previous purchase.

3. Delivery Policy
3.1 Delivery delays or lost packages
3.1.1 If your item is not in stock we will email you to advise you of an expected delivery date.
3.1.2 If a package is delayed in the post we will endeavour to help you trace it by providing you with the delivery tracking number which will allow you to contact your local post office to determine the location of your parcel.
3.1.3 Joots will not under any circumstances be held responsible for any late or lost package.
3.2 Where your order is returned to us because the delivery could not be completed for whatever reason, then you will incur the repeat delivery costs.

4. Returns, Exchanges and Cancellation Policy

 

 

If customers wish to return or exchange products they should contact Joots Jewellery 'within 7 days of receipt.'  Please also refer below for our standard terms and conditions.  

 

Our standard terms and conditions will apply as stated below:

- You may only return products that have not been worn or damaged.
- Products should be returned in ‘as sold’ condition, inclusive of all original packaging;
- Due to hygiene reasons we are unable to accept the return of earrings;
- Items that have been ‘made to order’ specifically for you are not eligible for a refund.
This does not affect your statutory rights.


4.1 Prior to returning you order, please contact Joots for a Returns Reference Number (email address - myreturns@joots.co.uk or telephone us on +44 (0)1252 416 443), which is necessary for the effective processing of your return. When returning items, you are responsible for return postage costs and we recommend that you obtain proof of postage as we will not be held liable for any items that have been lost in transit.

4.2 Joots checks all items prior to dispatch. Where an item is faulty, please contact us within 7 days of receipt to arrange for an exchange, replacement, credit or refund.

4.3 Exchanging products. When a customer decides to exchange a product for a similar or different product. The cost of postage will be borne by the customer in line with our standard P&P rates.

4.4 Cancelling Orders. You have the right to cancel your Order once it is placed.
4.4.1 In order to cancel your order, please contact Joots via email address - myreturns@joots.co.uk or telephone us on +44 (0)1252 416 443). You must contact Joots by 4pm on the day you processed your order for successful cancellation before items are dispatched.
4.4.2 If your order was placed after office hours then you must inform Joots by 4pm the following working day for cancellation.
4.4.3 In the event that we do not hear from you within the above time guidelines then you still have the right to return your item for a full refund (excluding P&P costs) as detailed in the Joots ‘Return’ section.
4.4.4 We will make every endeavour to cancel your Order within the above timescales.

5. When placing an order with us you are accepting and consenting to adhere to the Terms and Conditions set out here.
Should you have any questions please contact us for any further clarification.

Privacy Policy

Joots respects your privacy and under no circumstance will we divulge, share or sell your information with any parties external to Joots. It is necessary to collect some information from users of the Joots website in order to access the full functionality of the website or to use the website for transactions. Below we will detail how the site collects information and how you can (if you choose to) disable the collation of any information.
6.1 Server Side Collection: The servers on which this website is hosted record the IP address, platform and browser used to access the site.
6.2 Client side Collection: In order to use some functionality on the site (such as using the shopping bag), our website uses ‘cookies’ to track your session information. You can disable ‘cookie’ in your browser if you wish. This will however limit some of the functionality of the website.
6.3 Customer Specific Information: In the course of using this site, you have the opportunity to enter various pieces of information. Here we detail how they will be used:
6.3.1 Email Addresses:- Newsletters: You have the opportunity to subscribe for e-newsletters. Should you wish to be removed from our e-newsletter distribution list, you should email newsletters@joots.co.uk or select the unsubscribe option with the e-newsletter. Order Related: When given during the product ordering process your email will only be used for communications regarding orders. ‘Share your Wishlist’ and ‘Send to Friend’ Process: Addresses entered here are not stored or used by Joots.
6.3.2 Telephone Details:- We will only use telephone details for matters relating to your orders.
6.3.3 Address & Personal Details:- We do store your details as entered by you at checkout or in ‘your Joots account’. This is used during the ordering process or when contacting Customer Service with any queries. Only you (via ‘my account’) and the customer service department at Joots (upon request) can amend any personal details held on Joots.co.uk
6.3.4 Credit Card & Financial Information:- Joots does not store or have access to your financial details entered at checkout. Any details entered during the checkout process are securely processed by our payment processor (please refer to our ‘security policy’ for further information). If you have any questions about our privacy policies please contact our Customer Service department.

Security Policy

Joots takes security seriously. Here we detail the measures implemented to ensure that joots.co.uk is a secure and safe place to shop.
7.1 Server Side Security: Our site is hosted on UK based servers which have implemented industry standard measures to ensure the integrity of the servers.
7.2 Intra-site Security: The site uses a dedicated SSL (Secure Sockets Layer) protocol when communicating with our payment processor. This ensures that your information is secure when ordering products from us. You can see this in action when you see the ‘https’ at the beginning of the URL when you are entering in credit card details for example. You will also see a padlock displayed in the bottom right of your browser.
7.3 Your personal information in ‘your account’ is protected by means of a unique login and password combination that you decide within our site. Information can only be changed by you or by Joots customer services (upon request). All 'My account' pages use secure SSL communications.

Update to Statements

To reflect changes in our business, from time to time we will update these statements. Hence, before making a purchase please ensure you always familiarise yourself with our Terms and Conditions. Our current Statement was last updated 19 January 2015.