Shipping and Returns
Returns Process
If you need to return an item to VISUALS BY J.O.D. please do so within twenty-eight (28) days following delivery of your goods. The return conditions detailed below must be met for a refund on the garment.
Return Conditions
Whilst you are deciding whether to keep your purchases, you do have a legal duty to take reasonable care of the items. All products must be returned in a re-saleable condition. This means the product and its packaging, labels and tags are undamaged and unused. We will not accept worn, damaged, altered or used goods. We reserve the right to reduce the amount of monies refunded (up to the value of the contract price) where the value of the goods are diminished from your handling of the goods which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. We shall evaluate the condition of the product by considering if your handling goes beyond that which might reasonably be allowed in a shop and the general wear of the product. If we have to contact you or give you notice in writing, we will do so by email or by post to the address you provide to us when ordering the products.
Your Rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Your statutory rights are not affected.
Refunds
Any refund made will be made on the credit card or debit card used at the time of ordering the products or by PayPal or Stripe. Refunds will usually be processed within 14- 19 business days of products being received back. If the product is faulty or not as described, your legal rights are not affected by the above returns policy. Please say if you consider the products are faulty or not as described. See below for faulty products.
PROCESSING
Please allow 1-3 days to process your order, this is the time it takes to create and package your order before shipping. As much of our items are made in our office to reduce waste, we make them when ordered.
Delivery
We will aim to deliver your order by the estimated delivery date set out by Royal Mail unless there is an Event Outside Our Control. If we’re unable to meet the estimated delivery date, then we will inform you of a revised estimated delivery date. Delivery will be completed when we attempt to deliver the products to you or a person identified by you to the address you gave to us or other address or location which is agreed between you and our courier. The products will be your responsibility from the completion of delivery being attempted. You will own the products when we have received payment in full for the products, including any delivery charges.
Please allow 1-3 business days to process your order and include this into your delivery time.
Please note that any order weighing over 4lbs and worth under £500 in total will be sent via ‘Royal Mail special delivery guarenteed by 1pm’. Our website will automatically transfer your shipping option to be shipped by this method instead. However, please note your invoice may say the shipping method you originally selected in checkout for example “1st class signed”, please note however, your package would be shipped via ‘Royal Mail special delivery guarenteed by 1pm’ NOT the shipping method you originally selected. This is to protect the shipped contents and ensure your delivery arrives smoothly and safely.
For UK shipping, we ship with Royal Mail, below is a list of the shipping options we offer and their estimated dates of arrival
Royal Mail Special Delivery Guaranteed by 9pm: Arrives next working day by 9PM, requires a signature. Please note this service will only be available to orders sent in before 1pm Monday to Thursday and before 11am on Saturdays. As the post office is closed on Sundays, if you order using this service on a Sunday it will not be posted until Monday and should arrive to you by Tuesday. If you create an order with this service outside of these hours it will be shipped the next working day and should arrive to you the day after.
Tracked 24 with Signature: Normally arrives next business day, tracked & requires a signature.
Tracked 48 with Signature: Normally arrives in 2-3 business days, tracked & requires a signature.
Tracked 24: Normally arrives next business day, tracked.
Tracked 48: Normally arrives in 2-3 business days, tracked.
Royal Mail Signed For 1st Class: Normally arrives in 1-2 business days, requires a signature.
Royal Mail Signed For 2nd Class: Normally arrives in 2-3 business days, requires a signature.
For USA shipping (mainland), we ship with Royal Mail, below is the shipping option we offer and its estimated date of arrival
Tracked and Signed: Reliable delivery in 6-7 business days, Tracked end-to-end with online confirmation and signature on delivery.
How will COVID-19 affect my delivery?
We are currently still able to ship in the UK and to the USA. However, please allow extra time for your order to arrive with you as there are currently extra procedures in place which may cause delays in your local territory, please add an additional 14 days delivery onto your order. We are monitoring the situation closely and will advise of any changes. If you have any specific questions relating to your order, please email our customer service team on visualsbyjod@gmail.com
RETURNS AND REFUNDS
Can I return a garment if I change my mind? Yes, we do offer returns within 28 days of receiving your order if you change your mind. However, in this case, you are responsible for the cost of returning the item to us. Please return your item to us by contacting us at visualsbyjod@gmail.com , ensuring it is in perfect condition, unworn, with tags still attached and in the original bag. If items are NOT returned in perfect condition with tags, your item will not be refunded.
My garment is faulty - can I return it? We are very happy to refund or replace faulty items within 28 days of the purchase date.
If you are in the UK, please contact us at visualsbyjod@gmail.com to organise your return, we will identify the fault and if returnable we will help begin the return process.
If you are outside of the UK, please do not return your faulty item to us without contacting us at visualsbyjod@gmail.com . Please email our customer service team on visualsbyjod@gmail.com who can advise you on next steps.
How long will my refund take? Once we receive the garment back, the refund can take up to 14 business days, and an additional 5 days for the refund amount to hit your account. The refund will be made on to the same payment method used in your original purchase.
You have received my parcel - when will I receive an email about my refund? We will process your refunds as soon as the garment(s) have gone through full checking at our fulfilment centre.
I want to change or cancel something in my order - can I do this? Please email customer service at visualsbyjod@gmail.com within TWO hours of your purchase with any requests relating to your order. Please note that if your order has already been boxed, we are unable to make any amends, but we will try where possible.
I have been refunded less than my original payment amount - why is this? We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.
Change Of Mind
We print to order for all our prints, so, unfortunately, we are unable to offer a refund or exchange for change of mind or incorrect size choice. We recommend taking your time to select the perfect print for your space - or feel free to ask us for advice if you would like a second opinion.
Similarly, please ensure you measure up carefully. A great trick is to cut a sheet of paper to the exact size of print that you're considering and blue tack it to the wall. This will give you a really good sense of how the print will look in your space.
For shirts please check the sizing before purchase. For our shirts, we do offer returns within 28 days of receiving your order if you change your mind. However, in this case, you are responsible for the cost of returning the item to us. Please return your item to us by contacting us at VisualsByJOD@gmail.com , ensuring it is in perfect condition, unworn, with tags still attached and in the original bag. If items are NOT returned in perfect condition with tags, your item will not be refunded.
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