Customer Care & Policies

Orders are processed on weekdays, specifically Monday, Tuesday, and Thursday, allowing us to give each order the attention it deserves.

For UK deliveries, most orders arrive within 5–7 business days, excluding weekends and bank holidays, from the date your order is placed.

For international deliveries, please allow approximately 10–20 working days, depending on destination and local handling.

Delivery Details

Orders are delivered to the address provided at checkout. Please ensure all delivery details are accurate and complete, as delivery must be made to a valid address.

Any delivery dates provided by JOIUSS™ are estimates only. While every effort is made to deliver within a reasonable timeframe, delivery may take up to 28 days in exceptional circumstances.

JOIUSS™ cannot be held responsible for delays caused by manufacturers, customs processes, or third-party courier services.

Missed or Refused Deliveries

If delivery cannot be completed due to circumstances beyond our control, including refusal or failure to accept delivery, we reserve the right to recover any reasonable additional costs incurred. This may include redelivery, storage, insurance, or handling fees, along with a £20 handling charge.

Liability

Subject to these terms, JOIUSS™ shall not be liable for any loss, whether direct or indirect, arising from delivery delays. Delays do not entitle the cancellation or termination of an order unless delivery exceeds 120 days.

Shipping & Tracking

All orders are dispatched via UPS. A tracking reference will be provided by email, or upon request.

Shipping charges are non-refundable should items be returned.

Custom-made prescription lenses are supplied specifically for you and are therefore non-refundable.

International Duties & Taxes

All international shipments may be subject to local taxes, duties, or import charges. These are the responsibility of the recipient and are determined by the destination country.

Faster Delivery

If you require expedited delivery, please contact us after placing your order and we will be happy to advise on available options.

+44 (0)1482 363 579

Protecting your personal information is a priority at JOIUSS™.

We take considered measures to safeguard your data both online and offline. Any information provided when registering or placing an order, including payment details, is protected using SSL (Secure Socket Layer) encryption, the industry standard for secure transactions.

To help maintain the security of your account, we recommend keeping your password confidential at all times.

Beyond our online protections, your personal details are handled with care offline as well. Our team is trained in current security and privacy practices, and we work only with trusted partners and merchants who meet our standards.

For your peace of mind, JOIUSS™ does not store credit or debit card information.

Your trust matters to us, and we are committed to protecting it at every step.

We want you to feel confident when ordering from JOIUSS™. If, for any reason, your purchase is not quite right, we offer a 30-day returns period, which begins from the date your order is placed.

Returning Standard Items

Frames purchased without custom prescription lenses may be returned for a full refund, provided they are returned in perfect, unworn condition, with all original packaging and documentation.

All returns should be sent using Royal Mail registered post or a courier service that provides a tracking reference. This helps ensure your return arrives safely.

Please include a copy of your delivery note or invoice and send your return to:

JOIUSS LIMITED

Halifax House

30–34 George Street

Hull

HU1 3AJ

United Kingdom

Prescription & Custom Orders

Where glasses have been supplied with custom-made prescription lenses, these lenses are created specifically for you and cannot be refunded.

If a prescription order is returned, the frame itself may be eligible for a refund, provided it is returned in perfect condition and meets our standard returns criteria. The cost of the custom lenses and associated services will remain non-refundable.

This policy ensures fairness while recognising the personalised nature of prescription eyewear.

Condition & Responsibility

To qualify for a refund, all returned items must arrive in as-new condition, including all packaging supplied.

We are unable to accept responsibility for returns lost in transit, which is why we strongly recommend using a tracked and insured service.

Items that show signs of wear, accidental damage, or deterioration to the product or packaging are not eligible for a refund.

Postage & Faulty Items

Return shipping and insurance costs are non-refundable.

However, in the unlikely event that an item is found to be faulty, any reasonable return postage costs will be refunded.

Once your order is placed, you will receive an email confirmation. We recommend keeping this for your records, as it serves as your receipt.

Prices shown on our website are displayed in GBP (£) for UK customers and include any applicable VAT. For international customers, prices are shown in your local currency and VAT is not applied. Any relevant taxes or import duties are clearly calculated and displayed in the cart via our Tax & Duty Calculator, allowing you to review costs before completing your purchase.

Payment is taken at the time of ordering unless otherwise agreed in writing. From time to time, we may offer promotional pricing, which will always be communicated clearly when available.

You may log into your account at any time to view your order status, order history, or update your personal details.

Account information can be managed via the My Account area at the top of the website. The optional “Remember Me” feature allows quicker access on trusted devices.

Orders are processed and dispatched on working days. If you need to amend or cancel an order, please contact us as soon as possible, ideally before 2pm, by telephone during office hours or by email if outside these times.

For custom prescription orders, we ask that you notify us within 24 hours of placing your order. Once custom lenses have been cut, charges are incurred and cancellation may no longer be possible.

All products are described on our website and in related communications. While every effort is made to ensure accuracy, minor variations in specification or finish may occasionally occur due to updates from our manufacturing partners.

Such variations do not affect the quality or intended performance of the product.

Ownership and responsibility for goods pass to you upon delivery. We kindly ask that you inspect your items carefully on receipt.

If your order arrives damaged, incomplete, or does not match the prescription provided, please contact us immediately and refrain from using the item until we have advised next steps.

Information provided on this website is intended to support general understanding and communication between you and your optician or healthcare professional. It does not replace professional medical advice, diagnosis, or treatment.

JOIUSS™ does not provide medical diagnoses. Any questions relating to eye health, prescriptions, or treatment should be directed to a registered optician or qualified medical professional.

All information and services are provided in good faith and without warranty, whether express or implied.

These terms outline the rights and responsibilities that apply when we supply goods to you. By placing an order, you agree to be bound by them.

We will always aim to meet our obligations within a reasonable timeframe. However, we cannot be held responsible for delays or circumstances beyond our reasonable control, including those caused by suppliers or service partners.

Your contract with JOIUSS™ is personal to you and may not be transferred. We reserve the right to assign or subcontract parts of the contract where appropriate.

Your personal data is handled with care and in accordance with applicable data protection legislation. Full details can be found in our Privacy Policy.