Frequently Asked Questions

Payment Methods

PureJojo accepts PayPal for your safe and secure checkout experience.  If you have a PayPal account, you can log in and pay with your balance, or your credit or debit card. If you don’t have an account just click “Pay with a debit or credit card” to pay using Visa, Mastercard, Discover, American Express or Maestro without having to log in.

Shipping details

Items are shipped by Royal Mail with a fully-tracked service.  Items are dispatched same working day if payment is made before 12 noon GMT.  You can expect to receive your order within 2-5 working days.  Shipping cost is £3.90 within the UK for an unlimited amount of items.

Orders usually arrive within the times stated, but delivery time is not guaranteed. Saturday isn’t counted as a working day, however your order may arrive on a Saturday. Most standard and express deliveries are sent via Royal Mail 1st/2nd class post with tracking.

If you have a special requirement for delivery, e.g. if you need your order super urgently, please contact us and we wil do our very best to assist you and arrange a Next Day Special Delivery or courier service.

Receiving your order

If you’re out when your order arrives, the delivery person will either leave it with a neighbour, or post a slip giving you instructions on how to re-arrange delivery (or collect it from your local sorting office for Royal Mail UK deliveries). Other countries may have different procedures for this.

If you don’t want to miss your delivery, we recommend having it sent to an address where someone is always in, such as to a workplace or a relative.

Delivery Addresses

You can have your order delivered to a different address to your billing address, which is handy if you want to have it sent directly to a friend as a gift. Simply adjust your delivery address at the checkout.  Make sure the address you would like to have your order shipped to, matches the one you have selected in the PayPal checkout area as this is the address your order will be shipped to.

Please double check that the delivery address is correct before placing your order, as unfortunately we will need to re-charge for delivery if an order is returned to us by the postal service due to incorrect address details. We will also need to re-charge for delivery if an order is returned because it wasn’t collected from the sorting office.

What happens if my order does not arrive?

If your order hasn’t arrived in the expected time, please wait a couple of days to account for delays, then contact us for details on what to do next. In the majority of cases when an order is delayed it can usually be located at the local sorting office. If a redelivery request does not result in the order arriving and to determine that a parcel is definitely lost, we usually ask that customers allow 10 days (after dispatch) for orders sent via Standard UK delivery, and 4 weeks for Airmail, before we are able to take the next level of action.

Returns

We’re confident you’ll be delighted with every purchase from PureJojo, however we’ll understand if you change your mind and would like a refund or exchange. Please contact us within 10 days of receiving your order. We’ll then advise you how to go about returning the item(s) to us, as long as they are still in their original and unused condition, with all packaging and tags. Please include a note of your order number.

It is the responsibility of the customer to ensure that items are returned safely, so please use a registered service and/or keep all posting receipts to allow you to make a postal claim for damage/loss if necessary.

Once we’ve received the item(s) back in their original condition, we’ll send out your replacement(s) ASAP, or initiate your refund within 48 hours, via the method you used to pay. Delivery costs are non-refundable (except in the rare case of incorrect, faulty or damaged items being received).

If you requested an exchange and the cost of your new item(s) is different from the cost of your original item(s), we’ll refund or charge you the difference appropriately.

Customs Charges for International Orders

International customers should be aware that some countries charge customs fees such as duty and import tax on items that are received into the country from abroad. The customer is responsible for paying any fees and taxes due. PureJojo is not liable for these, so we recommend that you check the rates and limits with your customs office or government website before placing your order.

Security & Privacy Policy

Placing an order online with PureJojo is safe and secure. As you proceed to the payment page, you will be automatically transferred from the PureJojo server onto PayPal’s SSL secured encrypted server. This means your payment details are turned into a long string of data so complex that no-one could decrypt it, and no-one at the other end will have access to your details either. You’ll see the secure padlock symbol in your browser window.

We collect certain basic pieces of information that you give us through the website, to allow us to process your order and provide any necessary aftercare. The details gathered are limited to your name, addresses, email address and telephone number. We do not and can not store credit or debit card details.

PureJojo will never share your personal information with third parties. We do not send spam.