WHAT IS YOUR RETURNS POLICY?
-If you would like to arrange a return please contact firstname.lastname@example.org
-You have 14 days from the date that you receive your goods in which to request a return or exchange. Items must be returned unworn, with all of the original tags attached.
-Returns received outside of 14 days are not eligible for a refund and store credit will be issued instead.
-If for any reason your return is received back in non-salable condition a cleaning fee will be deducted from your refund.
-Exchange items will be returned to you free of charge.
-Online orders in the UK, EU and US can be returned using our pre-paid returned service. However, in some remote locations this option may not be available. This service is optional and you may still choose to return your order using an alternative courier. We strongly suggest using a trackable service as State of Joy cannot accept liability for any goods lost in transit.
-Returns and exchanges will be processed upon being received back at our warehouse. Please allow 2-3 days processing time.
-Refunds will be issued within 14 days of your order being received back at our warehouse. Your refund will be credited to the original purchaser’s credit card or PayPal account. A refund notification email will be issued once the transaction has been completed. Please note it can take 3-5 working days for a refund to appear on your account statement once issued.
-We do not refund the shipping fee applied to the original order.
-We do not cover the cost of return shipping outside of the UK, EU and US. Please send any return goods to the following address: Add returns address for Rest of World customers. Make sure that the items included in the parcel are described accurately on the shipment manifest and state that they are ‘returned goods’ on any customs documents required. I would discourage including a returns form in with the customers order and request that they email to receive a printable label.
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 email@example.com for assistance.
CAN I CHANGE OR CANCEL MY ORDER?
Yes. You can cancel or amend your order providing it has not been dispatched.
DO YOU SHIP INTERNATIONALLY?
We ship globally with DPD International Priority Service. Please see our shipping rates and some more information below:
London - Zone 1
Rest of World
Same day courier service
1-2 working days
1-2 working days
1-3 working days
1-4 working days
1-3 working days
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.
In the unfortunate event that a part of your order has suffered a manufacturing issue please contact firstname.lastname@example.org 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.
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.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, PayPal, Shopify Pay, Google pay and Apple pay. Please note that you may incur additional conversion fees when ordering from overseas, these will be charged be your credit/debit card company.
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.
Brexit & Orders to the European Union
From January 1st, all orders shipped to the EU will be shipped on a DDP (delivery duties paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.
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 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 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.
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).
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.
Except in relation to liability for death or personal injury www.soj.space liability for negligence shall be limited to the total value of the transaction. State of Joy shall not be liable for any indirect, consequential, or special losses even if www.soj.space has previously been advised of the likelihood of such losses.