Refund policy
If something is not right, we will put it right. This page explains exactly how.
The short version
- 30 days from delivery to start a return
- Contact us first — every return begins with an email, not a parcel
- Faulty, damaged or wrong items: we cover the return cost
- Changed your mind: you cover the return postage
- Refunds are issued within 5 working days of your return arriving
Start here: contact us before sending anything
Please do not post anything back to us before getting in touch.
This is not a formality. Every return is logged against your order before it travels, and that is what lets us match your parcel to you the moment it arrives. Parcels that turn up unannounced sit unidentified in the post room, which delays your refund by weeks and sometimes means we cannot trace them to an order at all.
One email saves everybody that.
Email contact@joyfulloom.com with:
- Your order number
- Which item or items you want to return
- The reason — faulty, damaged, wrong item, or changed your mind
- Photographs, if anything arrived damaged or faulty
We reply within one working day. Most of the time we can sort it in that first reply.
What happens next
- You email us. Order number, item, reason.
- We respond within one working day. Sometimes we can resolve it without a return at all — if a comforter arrived with a loose seam, a replacement is often faster for you than posting anything back.
- We send you the return address and a return reference. Write the reference clearly on the outside of the parcel.
- You post it back. Get proof of postage. It costs nothing and it protects you.
- We check it in and refund you. Within 5 working days of the parcel reaching us.
The return address is issued with your return reference rather than published on this page, so that every parcel arriving with us can be matched to an order and refunded quickly.
Your 30 days
You have 30 days from the day your order is delivered to tell us you want to return something. Once we have confirmed your return, please post it back within 14 days.
Under the Consumer Contracts Regulations you also have a statutory 14-day right to cancel from the day you receive your order. Our 30-day window is longer than the law requires, and it sits on top of your legal rights rather than replacing them.
Condition of returned items
To be refunded in full, items need to come back:
- Unused and unwashed
- With tags and labels still attached
- In their original packaging where it formed part of the product
- In a condition we could reasonably sell again
You are welcome to open a parcel and look at what you bought — that is not "use". Handling something the way you would in a shop is fine. A toy that has been played with, washed, or had its tags cut off is not.
If an item comes back in a condition we cannot resell, we will contact you before making any decision, and we will send it back to you at no cost if you would prefer that to a partial refund.
Who pays for return postage
We do, if the fault is ours:
- The item arrived damaged
- The item is faulty
- You received the wrong item
- The item is not as described
Send us photographs and we will either cover your postage or arrange collection.
You do, if you have changed your mind:
- You no longer want it
- You ordered the wrong thing
- It is not what you expected
Standard tracked postage is fine. We recommend a tracked service, because until the parcel reaches us it remains your responsibility and proof of postage is what protects you if it goes astray.
Your original delivery was free, so nothing is deducted for it on a refund.
Damaged or faulty items
Please check your order when it arrives.
If something is damaged in transit, photograph the parcel before opening it where you can, and email us within 48 hours of delivery.
If something develops a fault later, email us with photographs. Under the Consumer Rights Act you have 30 days for a full refund on faulty goods, and up to six months for a repair or replacement. We do not argue about this.
We never ask you to post a faulty item back at your own cost.
Refunds
Once your return arrives and is checked in, we refund within 5 working days to your original payment method.
Your bank may take a further 3–5 working days to show it. That part is out of our hands, but we will send you a confirmation email the moment the refund leaves us, so you have a record.
We refund the full price you paid for the item. Since delivery was free, there is nothing to deduct.
Exchanges
We do not run a formal exchange process, because it is slower for you than the alternative: return the item for a refund and place a new order. That way your replacement ships immediately rather than waiting for your return to arrive.
If you would rather wait and exchange, email us and we will arrange it.
Items we cannot accept back
For hygiene reasons we cannot accept returns on:
- Dummy clips and soothers where the sealed packaging has been opened
- Teething products that have been unwrapped
- Bibs, comforters and any item that has been washed or used
This does not apply if the item is faulty or was damaged on arrival. Your legal rights always come first.
Gift cards are non-returnable.
Returns on gifts
If you received something as a gift and it is not right, email us. We can arrange a refund to the original purchaser, or a credit note to you, whichever is less awkward. We will not contact the gift giver unless you ask us to.
Cancelling an order
If your order has not yet been dispatched, email us and we will cancel it and refund you in full, same day where possible.
If it has already gone, wait for it to arrive and then start a return — a parcel that is refused at the door takes far longer to get back to us than one that is posted back properly.
Talk to us
Every return starts with an email, and a real person reads it.
Email: contact@joyfulloom.com Phone: +44 7537 173821
When we are here
| Day | Hours |
|---|---|
| Monday | 10:00 – 17:00 |
| Tuesday | 10:00 – 19:00 |
| Wednesday | 10:00 – 19:00 |
| Thursday | 10:00 – 19:00 |
| Friday | 10:00 – 21:00 |
| Saturday | 11:00 – 21:00 |
| Sunday | 11:00 – 21:00 |
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.