Do I have to pay for customs charges on my orders?

Unfortunately, Jouli Shops is unable to determine what customs charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by Jouli Shops. For more in-depth information, we would suggest contacting your local customs office.

What if I have not received my order?

If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses in. Feel free to contact us at [email protected] for an update on the status of an order.

How can I pay for my order?

Jouli Shops has got your back! We accept the following payment cards: Visa, Visa Debit and MasterCard. We also accept PayPal payments.

Is it safe to order online?

You can rest assured that shopping with Jouli Shops is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.

Can I make changes to my order?

Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receive orders directly and will have already started processing your order.

What should I do if I receive an incorrect or faulty item?

We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at [email protected] with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please see our returns policy and follow this process.

What are my delivery options?

All orders are delivered using our worldwide shipping method. As we stock inventory in various warehouses across the globe, this is the most efficient method of delivery.

What countries do you deliver to?

We currently deliver to all countries except for the following:

• North Korea
• Cuba
• Iran
• Sudan
• Syria
• Iraq
• Crimea

How long does delivery take?

• Delivery typically takes between 15 – 25 business days.

What is your returns policy?

• Items must be returned within 14 days of receipt.
• Items must be undamaged
• Items must have all tags attached and be in original packaging
• Items must be returned to our returns center:-

Returns Centre:

Send our customer service team an email for more details at [email protected]

Do you offer free returns?

Unfortunately, we do not offer free returns. Any returns costs will be at your own expense.

What if my product is faulty?

We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of purchase at [email protected], with images of the faulty product and we will be in touch to resolve the issue.

How long does it take to process my return?

We aim to process your return as soon as possible, but on occasions, it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us at [email protected] with the proof of postage information from your return carrier receipt and we will investigate this further.

How can I track the status of my return?

As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.