If your order was despatched by DPD it is fully trackable, please follow the link on your Despatch Confirmation email. If your order was despatched by Royal Mail we regret we are unable to track it. If it has not arrived within 7 working days, please Contact Us.

If you log into your order and check the status, we may be able to amend it for you if it is showing as ‘In Promise’. Contact Us, ideally by phone during working hours, and we will amend it for you, or cancel your order and place a new one. We recommend you do this promptly because once the order status is ‘In Picking’ we regret that it is too late to make any changes.

If you would like a Gift Receipt, please Contact Us and place your order over the telephone.

No, we regret we do not offer a gift wrapping service at the moment but we do offer some lovely JoJo Gift Boxes for you to use at home. A Gift Wrap service will be launched soon.

No, we regret we cannot offer this service at the moment. A Click & Collect service is being developed and will follow this summer.

Once the item is on its way to us from our factory it will show as available to ‘Pre-Order’ with an estimated delivery date. Please be aware that this date may change for reasons beyond our control, such as delays in shipping, customs or quality control inspections. If you do Pre-Order you will be notified by email should the estimated despatch date change. You will be able to cancel the order at any time before it is ‘In Picking’.

Your Source Code (on the back of a catalogue) does not need to be applied. If you have a Promotional Code it may be used on the ‘Your Basket’ page, at checkout.

No, only one promotional discount is permitted per order. Once you add a promotional code it will override any other offer, including multibuy offers. Please check which option is best for you; the multibuy or the discount code - then amend your order to suit. Please be mindful that discount codes will not work on Sale items.

Sadly no, these are offered from time to time to customers who have ‘Opted In’ to receiving our news. Should you wish to sign up to our promotional mailings and emails please sign into your account and amend your ‘Communication Preferences’.

Please look at our Delivery section of the website to get the full details, but in brief:
Standard delivery is 3-5 working days for UK mainland, but during busy periods or adverse weather this may take longer, in which case we will highlight the delay online whenever possible.

Next working day delivery is available for UK mainland deliveries placed by 1pm weekdays. Please note Saturday, Sunday and Bank Holidays are not working days. During exceptionally busy periods or adverse weather this service may be suspended.

Please look at our Delivery section to get the full information, but in brief our Next Working Day delivery is not available outside mainland UK.

First, you should have received an Order Confirmation email within minutes of placing your order.

You will receive a Despatch Confirmation email once your parcel is on its way to you. If there is a delay you will hear from us via email. If you have not received any emails from us please Contact Us, ideally by phone, since it looks like something has gone wrong.

Please check your Despatch Confirmation email for the delivery method.

If Royal Mail was unable to deliver they will leave a card and your parcel will be held at your local Royal Mail depot for collection or redelivery. Please follow the instructions on the card.

If your parcel was being delivered by DPD you will have received a text or email with a 1-hour time slot if we have your email and mobile phone number. If you are not available, reply to the message authorising delivery to a neighbour, leaving in a safe place or redelivery another day. If you missed the delivery, please follow the instructions on the card left by the driver.

If you did not receive a card please Contact Us.

Yes, but you need a gift receipt or proof of purchase to exchange a gift within 90 days of purchase. We regret we cannot accept gifts back without a proof of purchase since we cannot be sure that they were purchased from us.

You have 30 days from date of receipt for full priced items. All sale items should be returned within 14 days.

Yes, you can, however, please note that Sale Store purchases are ‘sold as seen’ and may be exchanged within 14 days at the Sale Store only, we do not offer returns for refund. Gift Cards will not be given as an alternative.

Full price mail order purchases may be returned or exchanged in all our stores, including the Newport Sale Store. NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

You may return items to a JoJo Store or you may return items by ‘DPD Return to Shop’ or by post or courier, making sure you use a tracked service. Your return will be processed for refund or exchange providing it is in saleable condition, preferably in its original packaging and has the tags attached.

Please note that all returns remain your responsibility until such time that we have receipted the parcel back into our warehouse.

NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

Items purchased from our stores need to be returned to a store for a refund or exchange within 30 days of purchase with proof of purchase. NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

With regular levels of wear and tear JoJo clothing and products should last. How long they last are subjective and will naturally depend on how they are used. Should you consider an item faulty please return it within 90 days and any concerns will be considered on a case by case basis. Third party branded items may come with a manufacturer’s warranty, please check the packaging for the relevant information. This does not affect your statutory rights.

There is plenty of product information on each item on our website. You may need to scroll down the page to see all product information and reviews. However, if you need any further assistance please Contact Us.

We are sorry you feel you need to complain, naturally we want you to be a happy customer. Our Customer Service team are more than capable of listening to your concern and hopefully coming to a mutually agreeable resolution on the spot. Where the matter is more complicated, our teams will seek advice (from the relevant head of department) before responding to you, which may take a few days longer. Should you consider that your complaint has not been resolved our Customer Service team could escalate the matter to the Customer Service Manager, Heads of Department, Directors or our Founder and CEO.

At JoJo we have always been fully inclusive in our choice of baby models generally using friends, family, the children of our teams and our customers. We are looking for little ones who will enjoy the experience due to their outgoing nature, friendly personalities and infectious giggles. We do get a very large number of applications, for more information please keep an eye out for announcements on our Facebook page about photo shoots near you.

Our teams will bend over backwards to help and ensure that your experience is efficient, helpful and successful. If we have offered good service please let us know. The Managers and Board of Directors love to hear about our team who go the extra mile so that we can thank them for doing a great job, sometimes in difficult circumstances. Please do leave us a review:

• Online or general - please leave a comment on Trustpilot
• About a product or design - please leave a review via the emailed link, sent about a week after you received your order, or on social media.