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FAQs

FAQ's

Head here and click ‘Lost your password’

Make sure you are logged in, then head here.

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.

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
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.

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

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.

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

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.

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.

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.

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

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

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

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.

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

We ship worldwide!

Shipping is free, no matter where you live!

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!

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

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

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.

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

We currently have no brick and mortar stores, we also sell a limited range on our Etsy store.

We move around quite a bit, we are mostly based out of the UK (often the south).

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