FAQ
About Jolie Princess
What is Jolie Princess?
Jolie Princess is an online fashion accessories store offering a selection of products for customers across the United Kingdom.
Where is Jolie Princess based?
Jolie Princess is based at:
66 Falkland Road, Dorking, RH4 3AD, United Kingdom
You can contact us at support@jolieprincess.shop or +44 7956 823314.
Orders
How do I place an order?
Select the product you would like to purchase, add it to your shopping bag, and proceed to checkout. Enter your delivery information and complete payment using one of the payment methods available at checkout.
You will receive an order confirmation after your purchase has been successfully placed.
Can I cancel my order?
You may request cancellation at any time before your order has been dispatched by contacting us as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible, but applicable return or cancellation rights may still apply.
How can I check my order status?
Once your order has been dispatched, we will send you a dispatch confirmation email containing your tracking number.
You can use the tracking information provided in that email to follow your delivery.
Shipping & Delivery
Where do you deliver?
We currently deliver to addresses within the United Kingdom only.
We do not currently offer international delivery.
Is delivery free?
Yes. We currently offer free standard delivery on orders delivered within the United Kingdom.
How long does delivery take?
Orders normally require 1–2 business days for processing.
After dispatch, the estimated transit time is 5–8 business days.
This means the estimated total delivery time is approximately 6–10 business days from the time your order is placed.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
What is your order cut-off time?
Our daily order cut-off time is 5:00 PM UK Time.
Orders placed after the cut-off time may begin processing on the next business day.
Which delivery carrier do you use?
Orders are delivered using DHL.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive an email containing your DHL tracking number.
Please allow some time for tracking information to become active after dispatch.
What happens if my delivery is delayed?
Occasionally, delivery may take longer than the estimated timeframe due to carrier delays, severe weather, natural disasters, public holidays, operational disruptions, or other events outside our reasonable control.
You can check your tracking information for the latest delivery updates or contact our customer service team for assistance.
What if I entered the wrong shipping address?
Please contact us as soon as possible if you notice an error in your shipping address.
We will make reasonable efforts to assist if the order has not yet been dispatched. Once an order has been processed or dispatched, we may not be able to change the delivery address.
Payments
What payment methods do you accept?
We currently accept:
-
Visa
-
Mastercard
-
Apple Pay
-
Google Pay
The payment methods available to you may vary depending on your device, browser, location, and eligibility.
How are payments processed?
Payments are processed securely through Shopify Payments.
Do you accept PayPal or bank transfers?
No. We currently do not accept PayPal, bank transfers, cheques, cash on delivery, or other payment methods that are not displayed as available at checkout.
Do I need to pay in full when placing my order?
Yes. Payment must be completed in full at checkout before an order can be processed.
Returns & Refunds
Can I return my order?
Most eligible items may be returned within 30 days of delivery, subject to the conditions in our Refund & Return Policy.
Returned items should generally be unused, in their original condition, and include original packaging, tags, accessories, and components where applicable.
Can I return an item because I changed my mind?
Yes. Eligible items may be returned within our 30-day return period, subject to the conditions of our Refund & Return Policy.
For standard change-of-mind returns, the customer is responsible for the return shipping cost unless applicable law provides otherwise.
What happens if my item arrives damaged or defective?
Please contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, or incomplete.
We will review the issue and provide an appropriate resolution in accordance with our Refund & Return Policy and applicable UK consumer rights.
Where the return is required because of an error on our part, Jolie Princess will cover the applicable return shipping cost.
How long does a return take to be inspected?
Once a returned item is received, it will normally be inspected within 3–5 business days.
We will confirm the applicable outcome after the inspection has been completed.
How will I receive my refund?
Approved refunds are normally issued to the original payment method used for the purchase.
After we issue a refund, please allow an additional 3–5 business days for your bank or payment provider to process the funds.
Can I exchange an item?
We may accept exchanges for eligible items, subject to product availability.
Please contact us before returning the item so we can provide the appropriate instructions.
Website & Privacy
Does Jolie Princess use cookies?
Yes. Our website uses cookies and similar technologies to support essential website functionality, shopping features, security, and other website services.
For more information, please see our Cookie Policy.
How can I contact Jolie Princess?
Our customer service team can be contacted through:
Email: support@jolieprincess.shop
Phone: +44 7956 823314
Jolie Princess
66 Falkland Road
Dorking, RH4 3AD
United Kingdom