Refund policy

JOIUSS Returns Policy

We want you to love your eyewear, but if something isn’t right, we’re here to help. Please read our returns policy below to understand your rights and responsibilities.

1. Return Window

You have 30 days from the date of delivery to return your item. Returns requested after 30 days cannot be refunded.

2. Return Conditions

To be eligible for a return:

  • Items must be unused, in their original condition, and in original packaging.

  • A receipt or proof of purchase is required.

We cannot accept returns for:

  • Items damaged or altered by the customer

  • Returns submitted without contacting us by phone or email within the 30-day period

3. Custom & Glazed Items

  • Prescription lenses and custom sunglasses are non-refundable once glazing has begun. If returned, a partial refund may be granted for the frame only.

  • All sunglasses are custom-made to order. Once lenses are fitted, only the frame portion may be refundable.

  • Frame-only orders glazed by third parties are returned at your own risk. We do not refund for damage caused by outside glazing services.

4. Refund Process

Once we receive and inspect your return:

  • We’ll notify you by email if your return is approved or rejected

  • Approved refunds will be issued to your original payment method

5. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account

  2. Contact your credit card company (it may take time to post)

  3. Contact your bank

If it’s still missing, email us at sales@joiuss.com with your name and order number in the subject line.

6. Clearance & Discounted Items

  • Clearance/sale items are non-refundable

  • Discounted items (e.g. promo codes used at checkout) may still be eligible for refunds

7. Exchanges

We only replace items if they are defective or damaged. To request an exchange, email sales@joiuss.com and return the item to: JOIUSS Ltd, 30–34 George Street, Halifax House, Hull, HU1 3AJ, United Kingdom

8. Gifts

  • If the item was marked as a gift and shipped directly to you, you’ll receive store credit once the return is received.

  • If not marked as a gift, the refund will go to the original purchaser.

9. Return Shipping

  • Return shipping is the customer’s responsibility

  • Shipping costs are non-refundable

  • If you receive a refund, return shipping may be deducted

  • For returns over £50, use a trackable service or shipping insurance

We are not responsible for lost returns.

For any questions or to start a return, please contact us at sales@joiuss.com