Refund policy

Returns

We are more than happy to accept returns should you not be entirely satisfied with your order. Please contact hello@joannehawker.co.uk to arrange your return and so that we can provide you with information on sending your order back smoothly.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is damaged, faulty or if you have received the wrong item. Please contact us and In your email please include your name, order number and photos of the item you have received, we will then look into the issue for you.

Return window

We have a 14 day returns policy.
Contact us within: 14 days of delivery
Return items back within: 14 days of delivery
Refunds are issued on the safe receipt of goods.

Please note that all return fees are payable by the customer unless the order has arrived damaged or defective.

To be eligible for a return, your item must be returned in the same condition that you received it, unused and in its original packaging. Please note that products sent without proof of postage that go missing on their return journey will not be eligible for a refund.

What can’t be returned

Due to the personalised nature of some of our products, we cannot accept returns for personalised or custom orders unless they are damaged, faulty or flawed.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed automatically to your original method of payment within 7 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us: hello@joannehawker.co.uk

Still have questions?

No worries! Pop an email to hello@joannehawker.co.uk and we’ll do our best to assist you.