Refund policy

At Jolie Princess, we want you to feel confident when shopping with us. This Refund & Return Policy explains how returns, cancellations, exchanges, and refunds are handled for orders placed through our online store.

This policy applies to purchases delivered within the United Kingdom and is in addition to any rights you may have under applicable UK consumer law.

1. 30-Day Returns

Most eligible items purchased from Jolie Princess may be returned within 30 days of delivery, provided that the item:

  • Is unused and in its original condition.

  • Is returned with its original packaging, where applicable.

  • Includes all original tags, accessories, components, and manuals, where applicable.

  • Has not been damaged, altered, or used beyond what is reasonably necessary to inspect the item.

The 30-day return period begins on the date the order is delivered.

Certain products may be excluded from return where permitted by applicable law, including personalised items or sealed products that are not suitable for return for health or hygiene reasons once opened.

Nothing in this policy affects your statutory consumer rights.

2. Your Statutory Cancellation Rights

For eligible online purchases, UK consumer law generally gives you the right to cancel your order within 14 days of receiving the goods, without needing to provide a reason.

If you exercise this statutory cancellation right, the goods should normally be returned within 14 days after notifying us of the cancellation.

Certain goods are excluded from the statutory cancellation right under UK law, including some personalised or made-to-order products and certain sealed goods that cannot be returned for health or hygiene reasons once unsealed.

Our 30-day return policy provides an additional return period beyond the statutory cancellation period for eligible items, subject to the conditions stated in this policy.

3. Order Cancellation

You may request cancellation of an order at any time before it has been dispatched by contacting us as soon as possible.

Once an order has been dispatched, we may no longer be able to cancel it before delivery. In that situation, you may use the applicable return or cancellation rights described in this policy.

To request a cancellation, please contact us using the details provided at the end of this policy.

4. Change-of-Mind Returns

If you change your mind about an eligible item, you may return it within 30 days of delivery, provided it meets the return conditions in Section 1.

For change-of-mind returns:

  • The customer is responsible for the cost of return shipping, unless applicable law requires otherwise.

  • The item must be unused and in its original condition.

  • Original packaging, tags, accessories, and components should be included where applicable.

  • We recommend using a reliable and trackable delivery service.

  • Please keep your return tracking number or proof of postage until we confirm that your return has been received.

No restocking fee is charged for eligible returns.

Where you exercise your statutory cancellation rights, different rules may apply to the return of goods and refund of delivery charges as required by applicable UK law.

5. Damaged, Defective, Incorrect, or Incomplete Items

Please contact us as soon as reasonably possible if your order arrives:

  • Damaged;

  • Defective;

  • Different from the item you ordered; or

  • Missing components or accessories that were included with the product description.

We will review the issue and work with you on an appropriate resolution, which may include a replacement, repair, or refund depending on the circumstances and your applicable consumer rights.

When a return is required because the item is damaged, defective, incorrect, incomplete, or otherwise affected by an error on our part, Jolie Princess will cover the applicable return shipping cost.

UK consumer law provides protections for goods that are faulty, not as described, or otherwise fail to meet the required legal standards. Nothing in this policy limits those rights.

6. Return Inspection

Once a returned item is received at our facility, it will normally be inspected within 3–5 business days.

The inspection allows us to confirm that the return meets the applicable conditions before processing the refund or exchange.

We will notify you once the inspection has been completed and the applicable outcome has been confirmed.

7. Refunds

When an eligible return is approved for a refund, we will issue the refund to the original payment method used for the purchase.

For our standard 30-day commercial returns, the refund will be issued after the returned item has passed inspection.

After we issue the refund, please allow an additional 3–5 business days for your bank or card provider to process the funds and make them available in your account.

Processing times can vary depending on your payment provider.

For statutory cancellations, refunds will be handled in accordance with applicable UK consumer law.

8. Exchanges

We may accept exchanges for eligible items, subject to availability.

Please contact us before sending an item back so that we can confirm whether an exchange is available and provide the appropriate return instructions.

If the requested replacement is unavailable, we may offer a refund instead.

9. How to Start a Return

Please contact us before sending any item back.

When contacting us, please provide:

  • Your order number;

  • The name of the item you wish to return;

  • The reason for the return; and

  • Any relevant information or photographs where the item has arrived damaged, defective, incorrect, or incomplete.

Once we have reviewed your request, our customer service team will provide the appropriate return instructions.

Please do not send a return to an address other than the one provided by our customer service team.

Returns sent without prior contact may take longer to identify and process.

10. Return Shipping Costs

For change-of-mind returns under our standard 30-day return policy, the customer is responsible for the cost of returning the item to us.

When a return is required because the item was damaged, defective, incorrect, incomplete, or affected by an error on our part, Jolie Princess will cover the applicable return shipping cost.

Where statutory consumer rights apply, return and refund arrangements will be handled in accordance with applicable UK law.

11. Items That Cannot Be Returned

Some items may not be eligible for return where permitted by applicable law, including:

  • Personalised or made-to-order items;

  • Certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed; and

  • Any other goods excluded from cancellation or return rights under applicable UK law.

These exclusions do not affect your rights regarding faulty, damaged, or incorrectly supplied goods.

12. Contact Us

For questions about returns, refunds, cancellations, or exchanges, please contact us:

Jolie Princess
66 Falkland Road
Dorking, RH4 3AD
United Kingdom

Phone: +44 7956 823314
Email: support@jolieprincess.shop

Please contact us before returning an item so we can provide the correct return instructions and help process your request efficiently.