FREQUENTLY ASKED QUESTIONS
WHAT IS A PRE-ORDER?
A pre-order is the reservation of an item that is yet to be made available for sale. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page. In pre-orders, purchases are debited at the moment the order is placed. Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases: available merchandise will be shipped with standard shipping methods. Pre-orderable items will be shipped right after items are available in stock. A pre-order may only be cancelled prior to the shipment confirmation date, which will be notified at checkout.
WHAT IS YOUR RETURNS AND EXCHANGE POLICY?
Our full returns policy can be found here
WHERE CAN I FIND SIZE AND FIT INFORMATION? All size and fit information is available on the specific product page. Click on ‘Size Guide’ on each item to view the size guide. We have also provided model measurements. All garment fits are gender-neutral; please refer to the size guide available on each product page.
WHAT CURRENCIES CAN I SHOP IN? Payment and refunds for all purchases and shipments are invoiced in Pounds (GBP).
WHAT PAYMENT METHODS DO YOU ACCEPT? We accept the following payment methods: Debit and Credit Cards (Visa, Mastercard, American Express, Maestro), Apple Pay, PayPal, Google Pay
IS IT SAFE TO USE MY CREDIT CARD? All online transactions performed on this site are through secured payment gateways provided by Shopify. For more information, please visit our Terms and Conditions.
MY ORDER HASN’T ARRIVED? Please first check the tracking information provided in your dispatch email to confirm the status of your parcel. If something doesn’t look right and you are concerned about the whereabouts of your parcel please contact firstname.lastname@example.org for assistance.
HOW CAN I CHANGE OR CANCEL MY ORDER Yes. You can cancel or amend your order providing it has not been dispatched.
DAMANGED GOODS In the unfortunate event that a part of your order has suffered a manufacturing issue please contact email@example.com at the earliest opportunity. You will be asked to provide valid proof of purchase and a photograph of the issue. We will exchange or refund items that do not meet our production standards (within 180 days).
HOW DOES YOUR GENDER NEUTRAL SIZING WORK? For more information regarding our gender neutral measurements please refer to the size guide provided on each product page.
DO YOU SHIP INTERNATIONALLY? We ship globally with DPD International Priority Service. Orders are dispatched within 1-2 working days. However, in busy periods processing may take a little longer. UK mainland delivery takes 1-2 working days after dispatch. For customers in London orders made by 2pm can be sent with our same day courier service. Your garment will arrive in custom State of Joy packaging with the invoice included in the parcel.
HOW DO I CONTACT CUSTOMER SERVICES? Please use the above contact form to send a mail to our dedicated customer service team. Customer service is available Monday to Friday 9am to 6pm GMT. Phone: ____________ We aim to reply to all enquiries within 48 hours however, during busy periods it may take us a little while longer.
WILL I BE CHARGED TAXES AND DUTIES ON MY ORDER? Orders shipped to countries outside of the United Kingdom and European Union may be subject to additional taxes and duties imposed when the goods arrive at the destination. State of Joy is not liable for any additional fees that may be implemented by your local customs authority. We cannot calculate the exact amount of duties and taxes your shipment will incur, as these charges are imposed directly by your local customs authority.
CAN I CHANGE MY SHIPPING ADDRESS? If you would like to amend your shipping information please contact customer service at the earliest opportunity. We cannot alter your address once the parcel has been dispatched.
CREDIT Credit issued for your order can be used within 12 months of receipt. You will receive an email containing a unique code. Credit can be redeemed online by entering the code into the gift card field at the checkout. Goods purchased with credit and later returned to us cannot be exchanged for a monetary refund.
DISCOUNT CODES Discount codes are only eligible when used by the intended recipient. Codes cannot be used with any other offers or discounts. State of Joy retains the right to withdraw or extend offers and promotions at any time. Discounts must be applied at the checkout and cannot be applied retrospectively.
AVAILABILITY AND PRICING OF GOODS State of Joy will do it’s best to ensure that all items available for sale are in stock. However, it cannot guarantee that there might not be occasions when items are oversold due to human error. You will be contacted within 48 hours if there has been a problem processing your order. The website is carefully monitored to ensure that all prices shown are accurate at the time you make your purchase. If for any reason, you have been charged incorrectly, State of Joy will contact you within 14 days to reconfirm your order at the correct price, or cancel your purchase.
PRODUCT INFORMATION There may be instances where items on our site contain errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to amend any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).
QUALITY GUARANTEE If an item that you have received contains a manufacturing fault you must contact us within 30 days of receipt. Within this period you are eligible for a refund for any damaged goods. within 180 days you will be entitled to a free exchange or repair of the item. Your payment will only be refunded if neither of these solutions are possible.This will not affect your statutory rights.