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Frequently Asked Question

How long does delivery take?
  • For orders within the UK & Northen Ireland:

DPD Two-Day Delivery (delivery within 2-3 working days)-  4.50 GBP.

Free Shipping for orders over 100.00 GBP

Unfortunately, we cannot provide next day delivery, however,
you should normally receive your order within 48 hours provided the order is placed at 1 PM on the same day.

  • International Shipping:

We offer Standard and Express shipping options (via DHL).

Shipping costs/ options will depends on the destination
country.

Please check out our shipping fees at the end of this link: https://www.jovonnalondon.com/blogs/news/international-shipping-fees

What is the shipping cost?
  • For orders within UK & Nothern Ireland:

DPD Two-Day Delivery (delivery within 2-3 working days)
-  4.50 GBP.

Free Shipping for orders over 100.00 GBP

  • International Shipping:

We offer Standard and Express shipping options (via DHL).

Shipping costs/ options will depends on the destination country.

Please check out our shipping fees at the end of this link: https://www.jovonnalondon.com/blogs/news/international-shipping-fees

Can I track my order?
  • You can track your order with the tracking information provided in your shipment notification e-mail. Please check your spam/junk mailbox if you have not received the notification.
  • For order within UK & Northen Ireland, we use DHL & DPD shipping service.
  • For international delivery, we use various couriers, depend on the shipping destination.
What is your return policy?
  • For UK & Northen Ireland Returns

you can use our online returns portal by entering your order number and your email address in
this link https://www.jovonnalondon.com/a/returns

Not a perfect match?

You have 14 days to return your order starting from the day you receive the order to the day you dispatch your return.

The product must be in perfect condition, with all labels
and tags on.

Please note orginial shipping charges are non-refundable and you will be responsible for the charges of the return shipping - this will be deducted from your return refund (£5.50) 

Items marked Final Sale cannot be refunded.  Items marked Final Sale cannot be refunded but can be credited
  • For International Returns

you can use our online returns
portal by entering your order number and your email address in this link

https://web.global-e.com/Returns/Portal/oQCs

How do I initiate a return or exchange?
  • For UK & Northen Ireland Returns

You can use our online returns portal by entering your order number and your email address in
this link  https://www.jovonnalondon.com/a/returns

  • For International Returns

You can use our online returns portal by entering your order number and your email address in this link 

https://web.global-e.com/Returns/Portal/oQCs

Are there any return shipping fees?
  • For UK & Northern Ireland Returns: You are responsible
    for the charges of the return shipping that will be deducted from your return (£5.50) 

  • Pre-paid Express Returns: A pre-paid returns label will be
    emailed to you. Pre-paid returns are subject to a return shipping fee which
    will be deducted from your refund.

  • Self-postage Returns: Visit our international returns portal
    to initiate a return. A returns slip will be emailed to you. Please include this slip in the return package. Send back the returned goods with the shipper
    of your choice. Please note that return shipping and any reverse duties are the
    responsibility of the customer when choosing this method. We recommend ensuring
    your package and contacting our Customer Service: enquiry@jovonnalondon.com
    with the tracking number once shipped.

  • All returns must be postmarked within 14 days of your
    delivery date. Once your return is received back at our warehouse and
    inspected, your refund will be issued. Please allow up to 7-10 business days
    for the refund to be processed back to your original form of payment.
What is your refund process?

All returns must be postmarked within 14 days of your delivery date. Once your return is received back at our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.

Can I return or exchange a sale item?

Yes, you can return if it doesn't fit you , defected or you change your mind. You have 14 days to return your order, starting from the day you receive the order to the day you dispatch your return.

The product must be in perfect condition, with all labels and tags on

Please note that original shipping charges are non-refundable

Unfortunately we do not exchange items. Please return your order and make a new purchase of your correct size.

Items marked Final Sale cannot be refunded but can be credited.

What if my item is damaged or defective?

Please contact us with the capture of evidence via email and we will guide you return process to send it back to us. You have 14 days to return your order.

 The product must be with all labels and tags on.

Do you offer international shipping?

International customers can browse and shop our website in their local currency by selecting their country from the dropdown menu in the main navigation. We offer Standard and Express (via DHL) shipping options depending on the destination country.

What payment methods are accepted?

We accept Mastercards, VISA, American Express, Apple Pay,
Google Pay, , Paypal, Union Pay, and many more. Please select your desired payment method at checkout section.

What is your shipping policy? 
  • For orders within UK & Nothern Ireland:

DPD Two-Day Delivery (delivery within 2-3 working days)
-  4.50 GBP.

Free Shipping for orders over 100.00 GBP

  • International Shipping:

We offer Standard and Express shipping options (via DHL).

Shipping costs/ options will depends on the destination country.

Please check out our shipping fees at the end of this link: https://www.jovonnalondon.com/blogs/news/international-shipping-fees

Can I cancel or modify my order after it's been placed?

Shipping addresses and other information cannot be changed once you have placed an order.

How can I contact customer support?

Please send us an email at: enquiry@jovonnalondon.com

What is your privacy and security policy?

Please check out the following link for your information: https://www.jovonnalondon.com/policies/privacy-policy

Can I use gift cards or promotional codes on your website?

Yes, you can use gift cards, promotional code at the checkout section

How can I change my shipping address?

Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.

Is Duties and Taxes included in the price?

For orders going to the United States, European Union, Australia and New Zealand, all prices shown are inclusive of import duties and
taxes.

For all other countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid).

Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.

What happen if I cannot collect my items?

We will charge you for delivery if you do not pick up your goods.

For non-UK customers who refuse delivery of parcels, shipping any TAX/Import duties shall be deducted from your refund. Please note that these fees are out of our control. If you have any concerns, please get in touch with us directly.

How can I find my correct size?

Please visit this link to find the right fit of yours: https://www.jovonnalondon.com/pages/size-charts

What is the size conversion?

Please visit this link to find the right fit of yours: https://www.jovonnalondon.com/pages/size-charts

What if I want to return anything outside 14 days periods?

Please send us an email to: enquiry@jovonnalondon.com

What if my items is defected or missing apart?

Please contact us with the capture of evidence via email: enquiry@jovonnalondon.com  and we will guide you return process to send it back to us.

You will have 14 days to return your order.

Please note that the product must be with all labels and tags on.

What if my items is defected or missing apart after 14 days?

Please contact us with the capture of evidence via email: enquiry@jovonnalondon.com  and we will guide you return process to send it back to us.

Please note that the product must be with all labels and tags on.

What is the opening hours for the boutiques?

You can visit our store from:

Monday           10 am – 6:30 pm

Tuesday           10 am – 6:30 pm

Wednesday     10 am – 6:30 pm

Thursday         10 am – 6:30 pm

Friday  10 am – 6:30 pm

Saturday          10 am – 6:30 pm

Sunday 11 am – 5:30 pm

What are your boutiques addresses?

You can find our boutiques here:

Jovonna London Boutiques

19 George Street Marylebone, London, United Kingdom, W1U 3QN

129 Portobello Rd Notting Hill, London, United Kingdom, W11 2DX

251 Portobello Rd Notting Hill, London, United Kingdom, W11 1LT

42 Brushfield Street Shoreditch, London, United Kingdom, E1 6AG

Can I use online credit note & discount in boutique?

Unfortunately, we do not accept online credit note & discount in our boutique.

Are all the styles available in the boutique?

Unfortunately no, however, we have many exclusive styles in the boutique.

Ordering With Jovonna London

UK & Northern Ireland

For orders from the UK & Northern Ireland, we offer the choice of shipping:

*Please be aware that orders are processed until 1:00 pm BST on the same day, except for weekends and bank holidays.

DPD Two-Day Delivery (delivery within 2-3 working days): 4.50 GBP

Free Shipping for orders over 100.00 GBP

Shipment Tracking

You can track your order with the tracking information provided in your shipment notification e-mail.

Ordering

Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.

 

Most orders placed Monday through Friday will be processed and shipped within 1-2 business days.

 

Orders placed on Friday or over the weekend will start processing on Monday and ship within 2-4 business days.

Pre-Orders

Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service at enquiry@jovonnalondon.com

 

If your order contains pre-order items and available items, please note that your order will be shipped once the pre-order item(s) are received.

 

We are not able to split orders and ship available items first. If you wish to purchase pre-order items and available items together, we recommend placing a separate order for each.

Order Cancellation

We are unable to change or cancel an order after you've placed it.

 

It is possible that your order may be cancelled during high volume periods due to inventory selling out. If your order is cancelled, all charges will be automatically refunded. We recommend trying to place your order again or signing up for notification when available for the sold-out item.

 

To ensure your security, we take additional steps in verifying the details on your order. If you receive a cancellation notification, please contact Customer Service for more information.

Changing Shipping Address

Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.

UK & Northern Ireland Returns

RETURNS

All UK & Northern Ireland Returns Processed through the UK & Northern Ireland Returns Portal.

Not a perfect match? You have 14 days to return your order.

  • The product must be in the same condition in which you received it/them and with all its/their labels and tags on.
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping that will be deducted from your return (£5.50)
  • Items marked Final Sale cannot be refunded.

 

CONTACT NUMBER:

+44 2079 355 275