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HOW WILL I KNOW WHEN MY ORDER ARRIVES?
When your order ships, the carrier will send you an email to inform you about the tracking number and about the link to its website so that you can track your order.
WHEN DOES DELIVERY TAKE PLACE?
The carrier delivers from Monday to Friday to the delivery address you provided when you placed your order.
We endeavour to deliver orders in a period of 2-3 days* of you placing your order (4-5 days during free shipping days).
* Note that shipments to Russia may take between 15-20 business days as they are sent with EMS. It is necessary to provide the passport number to send packages to Russia.
* Shipments to Andorra may take between 4 – 5 business days to be delivered as they are sent with certified postal mail.
* Shipments to Canary Islands may take a little bit longer to be delivered as they are sent with EMS.
COUNTRIES EXCLUDED FROM FREE SHIPPING PROMOTIONS:
COUNTRIES WE DELIVER TO
We ship to all over the world, except for the regions listed in the next section
REGIONS WE DON'T DELIVER TO For logistical reasons, we cannot deliver outside the country from where the order was placed.
Nor can we deliver in the following countries/regions:
• Ceuta and Melilla
• Channel Islands (Jersey, Guernsey, Alderney, Sark and Herm)
• Isle of Man
• San Marino
SHIPPING RATES In order to keep shipping charges to a minimum, for each order they are calculated automatically according to weight, volume and destination. We will inform you of the exact amount before the purchasing process is completed.
Deliveries outside the EU may include tariffs or import duties for which the receiver must take full order. Joidart has no authority over these amounts established by the different customs authorities and, therefore, it can not anticipate the price. If your order is affected by thesetariffs you will have to pay directly to the carrier or relevant authorities.
DO YOU DELIVER TO POST OFFICE BOXES?
Unfortunately, for security reasons, we do not deliver to post office boxes.
MY ORDER HASN'T ARRIVED
If your order does not arrive within the stated period (4–6 days from the order date), fill in the Service for online purchases (with the subject: "My order has not arrived"), and we will contact you to solve the problem as soon as possible.
THE ITEM I RECEIVED IS DEFECTIVE
At Joidart we make every effort to ensure that our customers receive goods in perfect condition. However, if you consider an item you receive to be defective, please fill in the Service for online purchases, detailing the fault and stating whether you require a refund or a replacement (subject to availability). We will contact you to solve the problem as soon as possible.
I HAVE RECEIVED AN ITEM I DIDN'T ORDER
First of all, we apologise for this error. We recommend you fill in the Service for online purchases (with the subject: "Related to order") including the reference number of the item you received in error. Please state whether you would like a refund or a replacement.
For any other incident, please use the Service for online purchases (with the subject: "Other").
THE DELIVERY COULD NOT BE MADE
If the courier has problems with the delivery, they will contact you by phone or by email. If they do not receive a response, they will send the incidence to Joidart and we will contact you as many times as necessary.
Exceeded the time limit that the courier can keep the package in its warehouse without obtaining any response from the recipient, the package may be returned to Joidart, thereby generating additional costs to be assumed by the recipient. These expenses will be discounted from the refundt of the order amount that will be made for the return of the package.
DO YOU DELIVER TO ADDRESSES OTHER THAN THE BILLING ADDRESS?
Yes, we do. When you place your order you can specify whether the billing address and delivery address are the same or different.
EXCHANGES AND RETURNS
If you are not completely satisfied with an article you have purchased you should manage it through "My account" .You should return it within 30 days* of reception, to the Joid'art Returns Service (Centre de Serveis de Devolucions). Please note that postage is paid by the purchaser. Items should be returned in their original packaging, along with the original proof of purchase/invoice received with the order.
Centre de Serveis de Devolucions
C. Doctor Robert, 3, baixos
17430 - Santa Coloma de Farners – Girona
The refund can take 15 days after receiving the package.
* Christmas returns till 15th of January.
IF I EXCHANGE AN ITEM DO I HAVE TO PLACE A NEW ORDER?
At the moment, it is not possible to exchange an item purchased from joidart.com for a new or different one in a single transaction. First, you must return the unwanted item and then place a new order for the desired item or items. Once the item has been returned, we will process a refund. If the item was a gift, the refund will be made to the purchaser.