Our Return Policy

Return Eligibility

Items must be unused and in their original condition, with all packaging and tags intact.

Items fitted with an anti-return label must be returned with the label fully intact.

If the anti-return label is broken, removed, or tampered with, the item will be considered a final sale and will not be eligible for a return or refund.

To ensure eligibility, please keep the anti-return label in place and undamaged until you are certain you wish to keep the item.

If your item arrives damaged or defective, please contact our Customer Services team immediately so we can advise you on the next steps.

Pre-Orders

Items purchased as Pre-Orders are made specifically for you and cannot be returned or exchanged. By placing a pre-order, you acknowledge that the item is produced to order and all sales are final, except in the case of a confirmed manufacturing fault or damage during delivery.

How to Request a Return

You have 28 days from the date you receive your order to request a return.

To start a return, please email: customerservice@joh-jo.com

Please include your order number, the item(s) you wish to return, and the reason for the return. Once your request has been reviewed, we will send you a return slip to include with your parcel.

The sender is responsible for return postage costs and any associated fees. These will not be reimbursed by JÓHJO (this does not affect your statutory rights).We recommend using a tracked delivery service, as we cannot offer refunds for items that fail to reach us.

Return Processing Time

Returns usually take up to 7 -14 days (excluding UK bank holidays) from the day after posting to arrive at our warehouse and be processed. All returned items are inspected by our Quality Control team. If signs of wear are detected or the item cannot be restocked, the return may be rejected and sent back to you.

Refunds

Once your return has been approved and processed, the refund will be issued immediately to your original payment method.

 

Please allow 1–5 working days for the refund to appear in your account depending on your bank’s processing times. If the refund does not appear after this time, please contact your bank directly.

If you require confirmation of the refund, please contact our Customer Services team at customerservice@joh-jo.com.

Repeated Returns

We aim to offer a flexible returns policy to improve your shopping experience. However, we monitor return activity. If we identify excessive or unusual return patterns, we reserve the right to refuse future orders or suspend accounts at our discretion.

Faulty Items

Please inspect your items carefully upon delivery before disposing of any original packaging.

If you believe an item is faulty, contact us as soon as possible.

Once the item is inspected and confirmed as faulty, we will issue a full refund including the original delivery cost and return postage.

Items damaged due to normal wear and tear, accidents, or misuse will not be considered faulty and will not qualify for a refund. Your statutory rights remain unaffected.

 

Updated March 2026