Delivery Information
Joana Fulana's reliable delivery service comes complete with options to suit you, wherever and whenever you want to receive your order.
Please see below details on delivery options to your area:
STANDARD UK - FREE
- Your order will be delivered within 5 working days (from point of order)*
- Your delivery will be made between Monday and Saturday.
- You will receive an email stating your delivery day.
- If you are out, Joana Fulana’s trusty courier will leave a note to say that your parcel is with a neighbour, or with details on how to arrange a redelivery.
Cost: FREE
*Joana Fulana takes pride in being punctual but throughout December, during Black Friday and mid-sale, you may have to wait a little longer for your order.
INTERNATIONAL DELIVERY
- Please note that the delivery schedule below is an indication only, and is dependent on country delivery exceptions and customs clearance.
- Your delivery will be made between Monday and Friday.
- Delivery will not be made on public or national holidays (bank holidays, Christmas etc.)
- Joana Fulana offers a standard service for regions below, all deliveries are calculated at checkout and are dependent on value and weight. Please also note that some countries have customs clearance charges, and may take further time to deliver. This is out of Joana Fulana’s control but we can track your parcel and advise a plan of action if this is the case.
EU and Europe – STANDARD DELIVERY
Cost: CALCULATED AT CHECKOUT
*Please note the Standard Delivery service applies to all major European cities, with outlying areas taking an additional day. Deliveries to Norway and Switzerland may be subject to customs delays outside of our control.
Outside of Europe – STANDARD DELIVERY
- Joana Fulana currently ship to: Australia, Brazil, Canada, Japan, Saudi Arabia, USA, United Arab Emirates. Delivery may take up to 10 working days from point of dispached.
- If you have a specific delivery request for a location outside our current shipping regions please contact the client services team on +44 1992 631514 or hello@joanafulana.com.
Cost: CALCULATED AT CHECKOUT
Shipping
All orders are delivered by DHL or Royal Mail
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
Please note that your billing address must match the address on your bank account/credit card statement.
When your order is shipped, we will send you a confirmatory email.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched
Delivery times are estimates and start from the date of dispatch. Please note that in some areas of the United Kingdom and Europe there is a limited range of delivery services available. We will endeavor to send your order out as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions.
For security reasons, all joanafulana.com online purchases require a signature upon delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.
If no one is available to sign for the delivery, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, it will be returned to our warehouse.
All orders arrive in discreet packaging with no indication of its contents.
If you have any questions regarding shipping please contact us on shipping@joanafulana.com.
Returns & Exchanges
While we are sure you will love what you have ordered, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, you will need to follow the instructions set out below.
CONDITIONS OF RETURN
Joana Fulana wants you to be happy with your order: if you are happy, we are happy too. To make life as easy as possible, you just need to check the relevant section on this page and follow the instructions. However, please be aware that we can only accept your goods if they are returned in accordance with this policy.
The goods must be returned unworn with all labels and tags left attached. Goods will not be accepted if they are returned in any other condition.
To arrange a return with our Client Services Team, please follow the steps below:
- Fully complete the returns form (click
here) including the order number.
- Print out and enclose the returns form (sent to you by email) with the item(s) you wish to return in the original package.
- Attach the returns label provided to the outside of the parcel.
If you are eligible, we can only process a refund with proof of purchase onto the original card used to pay for the goods. If you paid using a gift card, we will refund the amount onto a gift card. As long as you send the goods back to us in accordance with this Conditions of Return, Joana Fulana will refund your order within 14 days of receiving the goods. Original shipping charges will not be refunded.
Please make sure you return the goods in accordance with this Conditions of Return, we will not be able accept items that are returned in an unsuitable condition.
Goods may be returned by post (click here) or you may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery on returns@joanafulana.com. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send.
YOUR RIGHT TO CANCEL
If you are based in the EU, you have the right to cancel your order with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order, making sure they are returned in accordance with “Conditions of Return”, above. If you are unable to return the goods to us before the 14 day period has expired you need to let us know of your intention to cancel within the 14 day period.
To exercise the right to cancel, please inform us completing the returns form (click
here) and include it with your return so we can process your refund promptly.
Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us and you retain proof of sending, in case of a dispute.
All items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, including standard shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.
For assistance please contact us on returns@joanafulana.com
Click
here for information on how to cancel.
REFUNDS
Refunds will be credited to your original method of payment. Original shipping charges will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. On receipt of return, we shall process the refund as soon as possible, once we estimate that refunds will be made by the provider.
EXCHANGES
You have 14 days from the date of receiving your goods to request an exchange. Upon receiving your goods, we will send you the new exchanged items within 14 working days. Any items sent for exchange must be in accordance with the Conditions of Return and be accompanied by your delivery note. To find out how to exchange your goods click here.
