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FAQs

When will my order be dispatched?

We dispatch orders from our warehouse every Monday, Wednesday and Friday.

For non-personalised orders, if you place your order by 2pm (UK time) Monday, Wednesday or Friday, it'll be posted on the same day. If you place your order after 2pm or on a Tuesday or Thursday, it'll be posted out on the next available dispatch day. We're not able to post on UK bank holidays or weekends so we'll hang onto your order until the first available working day.

Personalised orders need a bit of extra time to prepare for dispatch. Depending on when you place your order, we'll need 1-3 working days to get it ready. Here's a handy guide to help you:

Order Day for our Mug Personalisation Service Dispatch Day
After 2pm Monday through to 2pm Wednesday Friday
After 2pm Wednesday through to 2pm Friday Monday
After 2pm Friday through to 2pm Monday Wednesday

 

When will I receive my order?

If you opt for our free Economy delivery service which is available on all orders being sent within the UK, your order will take around 2-4 working days from dispatch to delivery.

If you choose to upgrade to a tracked postage option, our Economy Tracked usually takes 2-3 working days from dispatch, Standard Tracked takes 1-2 working days from dispatch and our Express Tracked option will arrive the next working day after dispatch. Our Economy Tracked service is also provided free of charge on orders over the value of £39.

Working days officially include Monday to Friday (excluding Bank Holidays) but Royal Mail regularly deliver parcels on Saturdays as well. You can read more information about our delivery options here. 

 

Can I send my order as a gift?

Absolutely! All you need to do is pop your gift recipient's name and address in the delivery details when you check out and we'll post your order directly to them.

We don't include any pricing info in our parcels, just a little finance-free packing slip and if you enter a gift message in the box provided on the basket, we'll hand-write it onto a little card and pop that in the parcel as well.

 

Can I track my order?

If you opt for our free Economy delivery service and your order is under the value of £39.00, the tracking provided will display a confirmation on delivery (or details of how to collect or re-arrange delivery if you weren't available) but will not provide updates as the parcel travels through the postal network.

Our Economy Tracked (free for orders over the value of £39), Standard Tracked and Express Tracked delivery options will have end-to end tracking via the Royal Mail Track & Trace website as well as delivery notifications and in-transit options directly from Royal Mail.

 

What happens if I'm out during delivery?

We send all our UK orders with Royal Mail who will either leave a card or notify you by email if you're not available when they try to deliver or if a safe place cannot be located. You can also use the tracking number on your dispatch confirmation email on the Royal Mail Track & Trace website to check the status of your delivery. Following a delivery attempt, you can either collect your order from the location stated on the card/email/tracking website or re-arrange delivery for a suitable day via the Track & Trace website.

We don't require a signature on orders under the value of £100 so your postman may opt to leave your parcel in a safe place at your address instead.

 

How will you pack my order?

All our ceramic and enamel products are posted in recyclable cardboard boxes and protected using recycled tissue paper, paper wrap and biodegradable and compostable loose-fill made from potato starch from an annually renewable source.

Our tea towels, kitchen textiles and coasters are wrapped in recycled tissue paper and posted in recyclable paper packets.

Our boxes and packets are self-adhesive but if we need to tape a parcel, we use recyclable paper tape.

It's very unusual for items to be damaged in the post and we usually only see a handful of mishaps every year. We will always replace or refund if replacement isn't possible.

 

Can I return my order?

Absolutely! We provide free returns on all UK orders so if you change your mind after purchase, please just let us know by email within 30 days of receipt to hello@joyceandjoan.co.uk and we'll send over a pre-paid returns label. Then simply post it back to us and we'll refund your order as soon as it arrives with us.

Orders delivered outside the UK can also be returned using your own postage label.

If your item is faulty or damaged in any way, please let us know by email at hello@joyceandjoan.co.uk (including pictures if you can), and tell us whether you'd like a refund or an replacement. We don't usually need damaged or faulty items posting back but we'll let you know if we do.

 

Do you post internationally?

Yes we do! 

Delivery options are based on the weight of your order and will be automatically calculated at the checkout. Delivery times vary but generally take 3-5 working days from the day of dispatch to addresses in the EU and 6-7 working days from the day of dispatch to the rest of the world.

Duties and local taxes are not included in the checkout price and may be applied when your order arrives with customs in the destination country. If you are based in the EU and would prefer to pay local taxes at the time of orderingplease place your order through our eBay store.

 

Do you wholesale?

We have a small range of own-brand products available for wholesale. Please feel free to get in touch for more information.

 

Do you provide stock donations for charities?

We donate end of line stock and seconds to Barnardo's in line with the wishes of the real Joyce and Joan.

 

How can I contact you?

The easiest way to contact us is by email - you can reach us at hello@joyceandjoan.co.uk. We can also provide support by phone on 01733 332 634 but please note that we're a small team so you may need to leave a message on our answerphone. We'll always try to get back to you as quickly as possible!