FAQs

FAQ's

How Do I Reset My Password?

Head here and click ‘Lost your password’

How Can I Access My Wish List?

Make sure you are logged in, then head here.

Do I Need To Set Up An Account To Make An Order?

No, this isn’t a requirement in order to complete the checkout process. However, it does allow you to checkout quicker, access your wish list later and have access to previous orders.

I Never Received A Confirmation Email. What Should I Do?

If you haven’t received an order confirmation email, it is likely the result of one or two things:

– Your order was never actually placed and processed.

– You have entered an incorrect email address with your order

If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email our customer service department at hello@joellepoulos.com

My Order Is Being Delivered Outside The EU, Will I Have To Pay Import Fees?

Potentially, your order may be subject to taxes in this case. As we have no control over these charges, we can’t tell you what the cost might be and customs policies and import duties vary widely from country to country.

Please check this if you’re not sure, as our shipping covers delivery to you, but does not include local duties or taxes at the point of import; these are your responsibility as per our terms of service. We include the necessary documents for customs/ border control with your parcel but beyond that; assessment of these documents, the time it takes and the import duties are out of our control.

Can I Get A Refund For My Return Costs?

Unless your order arrives damaged or defective, returns are unfortunately at your own expense.

Do You Offer Returns? Which Products Can Be Returned?

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

Custom or personalised orders (this includes prints, totes, cushions and any custom made jewellery)
Perishable products (like food or flowers)
Digital downloads
Intimate items (for health/hygiene reasons)

If your order doesn’t fall into the above categories, feel free to email us at hello@joellepoulos.com and we can send a returns address over.

What Do I Do If I Never Received My Order?

Please shoot us an email at hello@joellepoulos.com and we can see what we can do!

How Do I Cancel My Order?

Please get in touch ASAP by emailing us at hello@joellepoulos.com stating your order number and that you would like to cancel your order, if it’s not too late we will be able to cancel your order no problem.

Can I Change My Delivery Address?

My Order Includes ‘Pre-Order’ Products AND ‘In Stock’ Products. Will They Be Shipped Separately?

Indeed they will, your in stock products will be shipped within 5 days. The pre-order items will be shipped later as soon as they become available.

When Will My ‘Pre-Order’ Be Dispatched?

All pre-order items will have an estimated dispatch date on the product page.

Can You Ship To A P.O. Box?

I’m afraid not, as P.O boxes have limited opening hours many couriers cannot deliver to PO boxes.

How Long Does It Take You To Process An Order Before It Is Dispatched?

Custom Jewellery – Up to 2 weeks.
Totes, Prints, Cushions and all other products – Up to 5 days.
Digital Downloads – Instantly available

How Do You Ship?

If your item ships from the UK it will be shipped via Royal Mail. If your item ships from the USA it will be shipped via USPS.

Where Are Your Packages Shipped From?

Our jewellery and other handmade items are shipped from the UK. Prints, totes and pillows are shipped from the USA.

Do You Ship Globally?

We ship worldwide!

How Much Does Shipping Cost?

Shipping is free, no matter where you live!

Payment Isn’t Working For Me! What Can I Do?

Occasionally we have problems with our credit card processor and our WordPress site not working well together, if this is the case please shoot us an email at hello@joellepoulos.com and we will get our developers onto it!

What Payment Methods Do You Accept?

Paypal, and we accept card payment (Visa, Mastercard & American Express) via Stripe.

Can I Use More Than One Discount Code On My Order?

Afraid not! Only one discount code can be used per order.

I Have A Discount Code, Where Do I Enter It?

Once you have started completing checkout, you will find a box beneath your chosen products labelled ‘Coupon Code’. It is here you can enter your promo code.

Do You Do Custom Items/Customisation?

Absolutely! We love to make custom products up! Just shoot us an email at hello@joellepoulos.com letting us know what you are thinking!

Can I Buy Your Products On The High Street/ Via Other Online Stores?

Neap Tides is currently stocked at Sailors Jail in Falmouth, Cornwall.

We also sell a limited range of jewellery on our Etsy store.

Where Are You Located?

We move around quite a bit, but we are currently located in Falmouth, UK.

When Did You Launch?

We have been in business since 2011 when we opened our first Etsy store!