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Returns & Exchanges





HOW TO RETURN OR EXCHANGE

Our ultimate aim is to provide you with high quality, practical and long-lasting products that you love. We hope that you are happy with your order, however we understand that sometimes sizing or styles might not be quite right and if you do need to return an item we will offer an exchange or refund.

We ask that all items are returned to us with proof of purchase within 30 days of receipt in perfect saleable condition with tags attached. Items purchased during the Sale must be returned within 14 days.

Don’t forget the quickest way to return or exchange an item is to visit one of our stores. NB: We regret that due to our tiny stockrooms large products (including flat packed furniture, boxed toys, stair-gates, cribs, maternity cushions, beanbags, etc) may not be returned to our stores. If in doubt please call the store to avoid making a wasted trip.

Items purchased in store must be returned to a store for refund or exchange. We regret we cannot accept these items back via mail order.

If you fall outside our standard returns policy, we believe the best way to find a resolution that works for both of us is on a case by case basis. We will always take your personal circumstances into consideration. Part of our long-standing values is to treat everyone as an individual with honesty and respect, and in doing so we believe you will do the same. We may not always provide the resolution you were hoping for, but we will always take our values into consideration to make what can be difficult decisions.

Special Conditions: To protect all our customers and make sure we handle every return or exchange with fairness, we will not accept a return or exchange in or outside our standard returns policy in some situations, these include:

• Clothing that has been laundered in a manner other than the recommended instructions
• Any item that has been misused through negligence, abuse or improper care
• Items showing obvious excessive wear and tear
• Items damaged by external factors such as flooding or fire
• Personalised items, unless a manufacturing fault
• On occasion when we feel there has been an abuse of our returns policy in the past.





RETURN TO A JOJO STORE

You can exchange or refund your online, mail order and store purchases at our Dublin and Cork stores. Please note we are unable to accept returns of Irish orders back to our BELFAST store.

Please bring with you

• The product you wish to return or exchange
• The payment card you used
• Your delivery note or receipt as proof of purchase:

If you are returning a mail order purchase to a store please leave the parcel bag unsealed, ready to be scanned We will credit your account with the original payment method used but please be aware that it can take up to 5 working days for refunds to show on your account.

Exchanges are completed straightaway in store. If your local store does not have the size required for an exchange we will deliver it to you FREE of charge.

We do not have the space in store to return some of our larger items. If you are in any doubt as to whether or not an item can be returned, please contact your local store or our customer service team [email protected] or 0333 240 0700

Find a store





RETURN BY POST

You will find a returns form included on the delivery note enclosed with your order. Please complete the form with the details of the products you are returning. It is helpful, for future product design and development, if you give a reason for your return by using one of the codes we have listed.

By Post or Courier:
We ask that all items are packaged safely and securely and are returned to us within 30 days of receipt in perfect saleable condition, ideally in the original packaging. Items purchased during the Sale must be returned within 14 days of receiving your order. Please use the address label on the delivery note. You will need to pay the returns postage, so we recommend you use a tracked service since you are responsible for your parcel until it has been received into our warehouse. We regret we cannot accept liability for items lost in transit.

PLEASE NOTE: Items purchased in store must be returned to a store for refund or exchange. We regret we cannot accept these items back via mail order.

Please send your returns parcel to:
JoJo Maman Bébé
Oxwich Road
Newport
NP19 4PU

We will refund you as quickly as possible and always within 14 days after we receive your return. Your refund will be made using your original payment method. Please be aware that it can take up to 5 days for the refunds to show on your account.

Exchanges
If you would like to exchange an item please complete the exchange form on your delivery note and list the replacement items that are required in exchange for the listed returned items. We will deliver your exchanged items FREE of charge. Please note that a quicker option is to return the item for refund and place a new order via the website, but you may need to pay the postage fee this way.

You will need to pay the return postage, so we recommend you use a tracked service since you are responsible for your parcel until it has been received into our warehouse. We regret we cannot accept liability for items lost in transit.





OUTLET STORE RETURN POLICY

• Items purchased in our outlet stores may only be returned for an exchange in our outlet stores within 14 days and with a valid proof of purchase.
• We do not offer refunds on outlet store purchases.
• Our standard returns policy only applies to full price items purchased in an outlet store.
• Please retain your receipt and return non-outlet items within 30 days for refund, exchange or gift card.





FAULTY ITEMS

We maintain high standards and strict quality control, but once in a while a faulty item may slip through the process. If you have received a damaged or faulty item we apologise for the inconvenience caused. Please return it to a store with your proof of purchase, or if you need to return it via post, please contact us first with photographs of the fault and your order details. Please do this as soon as you notice the fault, or at the latest 90 days after receipt. Ultimately, we hope to find a happy resolution as quickly as possible. We handle faulty returns on an individual basis. If we agree with you that the item is faulty we will replace it like for like or offer you a gift card in exchange.

Please note that we always try to be fair and respect our customers, but we ask that you are fair in return. Please do not return items stating they are ‘faulty’ when the concern is down to normal wear and tear, misuse or accidental damage. We regret that if our Care Instructions are not followed correctly we will be unable to replace the item. Third party branded products will be subject to the manufacturers’ guarantees which will vary, please refer to the individual product for details or Contact Us.

This does not affect your statutory rights.

PLEASE NOTE:
Items purchased in store must be returned to a store for refund or exchange. We regret we cannot accept these items back via mail order.





PERSONALISED PRODUCTS

Personalised items may not be returned for refund or exchange.






FAQ's
Can I exchange an item without proof of purchase?

You may exchange a JoJo branded item in store without proof of purchase providing it is in a saleable condition preferably with tags attached. You will be offered an exchange to the value of the current in store selling price. Any products from other brands which have been purchased at JoJo may not be exchanged without a proof of purchase.


How long do I have to return an item?

Full priced items should be returned within 30 days of receipt for a refund.
Sale items should be returned within 14 days of receipt for a refund.
They must be in a saleable condition with tags attached.


How do I return an order placed online or via mail order?

You may return items to a JoJo Store 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.


How do I return an item purchased from a JoJo Store?

Items purchased from our stores need to be returned to a store for a refund or exchange.
Full priced items should be returned within 30 days of purchase with proof of purchase. Sale items should be returned within 14 days.
NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

May I return items to one of your Outlet Stores?

Yes, you can, however, please note that Outlet 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.

Full price mail order purchases may be returned or exchanged in all our stores, including our Outlet Stores. NB: For hygiene reasons certain items (as listed in the product information) may not be returned. Also, we regret that due to our tiny stockrooms large products (including flat packed furniture, boxed toys, stair-gates, cribs, maternity cushions, beanbags, etc) may not be returned to our stores. If in doubt please call the store to avoid making a wasted trip.

How long does your guarantee last for?

With regular levels of wear and tear JoJo clothing and products should last. How long they last is 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.