RETURNS POLICY

(Paperless only)

We are more than happy to accept returns, we fully understand that sometimes things don’t always work out or you have just simply changed your mind.
We also understand that you may want to try multiple items to ensure you get the correct fit.

We would expect you to message us within 7 days of receiving your order with any issues.
This does not affect your statutory rights.

Refunds will only be accepted if a return request is made within 14 days of receipt of goods. However we do understand there are exceptional circumstances and will issue a credit note for returns initiated from 15-21 days of receipt of goods. In extreme circumstances we will consider credit notes returns made from 22-28 days or receipt of goods. After 28 days we can no longer accept any returns.

All our items are vintage so have been previously worn.

Item’s will only be refunded if an item is still in its original condition, no recent marks and the tags/security tags are still remaining on the item and remain untampered with.

Under no circumstances will we accept an item back that the tags/security tags have been removed. All items are thoroughly inspected on return.
Once your return is accepted by our team then you will be refunded by us within 14 days of us having received the item back at the warehouse.

Once we have issued your refund through your original payment & depending on your card issuer, your refund can take anything up to a further 10 days to appear back into your account.

All items despatched/returned are packaged/opened under CCTV to avoid any fraudulent cases.

We reserve the right to either deny a refund or retain up to 50% of the original purchase price for any items found to have been damaged by the customer. Any items that have been deliberately damaged ( sliced / cut etc ) we will consider prosecution for criminal behaviour.

ANTI LOANING
Please note all our items arrive tagged & therefore items can not be used/worn unless the tags are removed. We will not accept items back if the tags have been removed or tampered with in any way.

WHAT TO DO IF YOU NEED TO RETURN AN ITEM

To initiate a return you would need to contact us via email only, we will not accept return requests through any of our social media (our returns email contact link is on our website at the bottom of the page).

You must quote your order number when contacting us.
Please note for example- if you have purchased items on separate orders and need to return items from both orders, then you will need to send us both order numbers.
We will not accept return requests without an order number provided.

After you’ve initiated a refund request you will then be sent an email with our returns address on which will also including your unique returns code.

We sell worldwide and we’re based in the UK so please allow up to 24 hours for a reply.

On the very rare occasion that you have not received a reply from us within 24 hours then it is your responsibility to chase it up (we strongly advise you use the contact email links on the website to ensure no mistakes are made regarding contacting us).

Any items arriving at our warehouse without your unique returns code included in the address will be rejected and the item will be returned to you by your courier.

Returned goods are your responsibility until they reach our warehouse. Please ensure you keep hold of any tracking numbers and it is your responsibility to ensure that the returning item is packaged securely and labelled clearly to prevent any damage parcels or losses.

Please ensure that any returning customs forms are filled in correctly.
Customs forms are always supplied through the courier- we do not supply you with these.
Please make sure your return is marked as a ‘RETURNING ITEMS’ or RETUNED GOODS.

JOJO SKI does not under any circumstances pay any import tax for a returning item, as tax is only charged if we purchase something from the outside of the United Kingdom.
Failure to complete the customs forms correctly will only result in the UK custom authorities sending the item back to you. We will not engage with customs officials that believe we have purchased items due to you filling forms in incorrectly. We will only tell them that these are ‘RETUNING GOODS’ and they need to contact you for clarity. WE WILL NOT REFUND ITEMS STUCK IN CUSTOMS. THESE ITEMS WILL EVENTUALLY BE SENT BACK TO YOU.

The courier will supply you with the customs form and advise you further as it is all part of the International postage process.

After you have initiated a return & we have sent you your unique returns code, the Item must arrive back to our warehouse within 14 days.

Failing to do this will invalidate your right to a refund.

If an item has been returned back to us & is outside of the returns period, you will not be refunded for that item and we will hold the the item for 12 weeks for you to arrange a collection. After the 12 weeks your item will be disposed off.

The customer is responsible for the cost of returning and outward bound postage is non refundable.

There is a restocking fee of up to £25 or 5% per item (highest applies) for any returned goods – this will be deducted from your original payment.

Customers who claim an item is faulty will need to return the item to our warehouse for inspection before we can make a decision.

The cost of the return postage will be at the cost of the customer until a decision has been made.
Items that are damaged by customers will not be refunded and in some circumstances, may lead to a prosecution.

EXCHANGES
I’m afraid we do not have an exchange program as it’s much easier for us to refund the returned item so you can repurchased again at your leisure. This way also helps to reset your consumer rights.

Nothing in this section affects your statutory rights

DELIVERY INFORMATION
All our parcels we send out are tracked and will require a signature upon delivery.
Your parcel will not be left without anyone at your given address without a signature.
Since COVID the courier has been signing on your behalf & in some cases a GSP tracker/photo proof is also used at the time of delivery to prove that your item was left with you or someone at the address you supplied.

This means this cannot be changed on the option on the couriers website.

Any interference with trying to change the signature option through the couriers website will only disrupt your delivery & can cause long delays in the delivery of your package. In some cases the item can be returned to sender and then the customer will be charged for the full costs of the parcel being returned – this will be deducted from your original payment.

Trying to redirect a package can also trigger long delays to your delivery. You’re responsible for any changes that you make to your order after dispatch.

If a delivery is attempted and the customer is not present at the times of the delivery, the delivery company will hold the item for a short period of time before returning the item back to our warehouse. The delivery company will do so by emailing you and they will also leave you a card on what to do next.
It is the customers responsibility to check the tracking and ensure good communication between them and the delivery company.

If a delivery attempt has been made by UPS to the address you provided your postage payment is considered fulfilled and will not be refunded. It is not our responsibility to check your parcels whereabouts for you.

Delivery times are estimates and we can not control any delays that may occur once handed over to the courier. If items are delayed it is the customers responsibility to liaise with the courier. There are a number of reasons why parcels may be delayed including adverse weather, misrouting by courier , Customs control clearance and busy periods throughout the year.  

If an item is returned after the final delivery attempt and failure by the customer to rearrange delivery, then the return postage costs of the returning parcel will be charged to the customer – this will be deducted from your original payment.

If a customer simply refuses to accept the parcel on delivery or if a customer fails to communicate with delivery company and the item is abandoned then the customer agrees there will be a charge of £50 to cover the return costs charged to us by the delivery company – this will be deducted from your original payment.

You are agreeing that this charge will be applied in abandonment and refusal cases by ticking the terms and conditions box at checkout saying you have read and agreed to our terms and conditions. Part of these conditions is that you agree not to make a chargeback through your credit card provider to avoid the £50 refusal or abandonment charge. We will prosecute any attempt to defraud our company by using a chargeback through your card provider. 

After refusal / abandonment Item’s can then take anything up to 5 weeks for an item to be returned back to our warehouse. You will not be refunded till the item has been received and processed back in at our warehouse, our processing times can be anything up to 14 days once we have received/accepted the item/s.

Nothing in this section affects your statutory rights.
Your statutory rights mean you have the right to return an item by contacting us via email within 14 days from receiving your item.

CANCELLING AN ORDER / CHANGE OF ADDRESS

After making a purchase you have the following times to cancel or amend any address changes to your order-

*Express shipping – 15 minutes after completing your order

*Standard shipping – 30 minutes after completing your order

A cancellation fee of £15 will occur – this will be deducted from your original payment.

Please note after these times we cannot cancel or amend any details to your order.

Requests to cancel or amend any orders will not be accepted through our social media accounts.

If you do not provide the correct address details we will contact you for clarification. Failure to update us with the correct address for postage will result in us cancelling your order. The cancellation charge will apply to cover our costs.

SHIPPING

METHODPRICEADDITIONAL ITEMSESTIMATED SHIPPING TIMES
UK Standard£6£33-5 Working days
UK Express£13£31-2 Working days
USA Standard$16$75-7 Working days
USA Express$28$82-3 Working days
CANADA StandardCA$ 21CA$95-9 Working days
CANADA ExpressCA$38CA$112-4 Working days
EUROPE EU Standard
(see Duties & Taxes below)		€17€93-7 Working days
Rest of the World£23£16upto 14 working days

PLEASE NOTE
All items require a signature on delivery.

All our International and domestic postage is CO2 offset where possible.

DUTIES & TAXES (EU)

Taxes and duties for the EU are included in the price paid.

CONTACTS

returns@jojoski.com

(To initiate a return you must quote your order no)

info@jojoski.com
wholesale@jojoski.com
PRESS AND MARKETING
Head Office

Church Barn, Front Street, Laxton, East Riding of Yorkshire, UK DN14 7TS

Telephone

+44 7533 134414

For our PRIVACY POLICY click here