Refund policy

Returns

We aim to provide high quality products and really hope you love your Jo Couch Illustration items, however in the event that you are unhappy with your item(s) please contact us within 14 days of delivery and dispatch returns back to us within 30 days of delivery.

To start a return, simply email us at enquiries@jocouch.com and state your name, order number and the email address that was used to place the order, and we'll be be touch as soon as possible. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be unused and in the same condition that you received it and in its original packaging. 

We will refund the price of the products in full. Unfortunately, we cannot cover the cost of return postage.

If you are shipping any items over £20, we recommend sending your unwanted items back via recorded delivery as we can't refund products damaged or lost in transit.

To return your product please post your item(s) to: Jo Couch Illustration, 6 Acorn Way, Bottesford, North Lincolnshire, DN16 3WA.


Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@jocouch.com.