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Shipping & Returns

Shipping

We ship within and from the UK to a large number of international destinations via Royal Mail's standard and express services. Courier shipping can be arranged on request

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. We offer economy and express, tracked services.

Domestic Shipping

We offer Royal Mail 1st and 2nd class post as well as Royal Mail Special Delivery. The shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. Overall weights will be rounded up to the nearest 100g, reflecting the pricing policies of the Royal Mail. Expected delivery times are as follows:

Royal Mail 1st Class: 1-2 working days

Royal Mail 2nd Class: 2-3 working days

Royal Mail Special Delivery: By 1pm following the day of shipment*

*Please note that orders normally ship the day after they have been placed. Any orders received before 8am will usually be shipped the same day. Special Delivery orders will be treated with urgency.

 

International Orders

We offer Royal Mail International Standard and Royal Mail International Tracked & Signed services. Please note that the International tracked is also an express service.

Royal Mail International Standard

This is Royal Mail's standard international service and rates depend on both weight and location. If you select this option, the price will be displayed at checkout. If you have any questions about this, please contact us by email on julia@joopygems.com. Prices start from $3.50 USD

Royal Mail International Tracked & Signed

This services offers full tracking and is faster than international standard. Prices start from $10.50 USD.

Delivery

All orders are dealt with promptly; we make every effort to get your order to you as soon as possible as we know how important it is for you to receive your goods quickly. We do our best to ship all orders within 48 hours; however we do not ship at weekends. Orders received after 8am UK time on Fridays will ship the following Monday. Rarely this may not be possible, and if this is the case we will inform you. Any items that are out of stock are refunded. We regret that it is not possible at this time to place back-orders.

Delivery Times

Orders sent via International Standard normally take around 3-5 days to be delivered, although this is only an estimate and may vary according to your country and to the time of year (ie it may take longer at busy times). Please note that in some rare circumstances, normally due to delays at your own countries customs, it may take up to 35 days to receive your order. Orders via International Tracked and Signed normally take around 3-4 days, again depending on your country and the time of year, but may take up to 10 days. If you have not received your order after these times, please contact us on julia@joopygems.com

Customs and Duty

Occasionally, with international orders, your own country may impose customs and duty on your order. Please note that such fees are your own responsibility and we are not liable for this.

Tracking your order

Orders sent via International Standard

These orders are not trackable

Orders sent via International Tracked and Signed

These orders are fully trackable, and tracking numbers will be automatically sent to you on despatch. You can manually track via Royal Mail Track  & Trace.

Returns Policy

We hope that you are happy with your purchases, and will enjoy creating with them. If you have any queries or a problem with something you have ordered, please send us an email on julia@joopygems.com or phone us on +44 7935360156 – the phonelines are open between the hours of 9am and 6pm UK time

If you are not happy with your purchases, for any reason, you have 30 days to return it to us unused and in its original packaging. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We will refund on receipt of the returned package. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (up to 30 business days), the time it takes me to process your return once I receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

How to Return an Item

  • Login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
  • State whether you would like a refund or exchange, and explain why you are returning the item, so we can maintain the quality of our goods and service to you. Please note, postage charges are only refundable if the item is incorrect or defective.
  • Return all parcels to:
  • Julia Aufenast, Joopy Gems, 17, Maplehurst Road, Chichester, West Sussex, PO19 6QL, UK
  • Make sure you pay the correct return postage to avoid delays.
  • For your peace of mind, you may like to get a proof of postage from the post office; this will provide protection for you should, for any reason, your parcel not reach us.