Orders

Payment

  • What types of payment do you accept?

    We accept payment by Visa credit or debit cards, or Mastercard. Please note that we accept only cards that are registered to UK billing addresses.

  • Why are my attempts at making a payment failing?

    There may be a number of reasons. Please check that you are putting in the details of a card that we accept (Visa credit or debit cards, or Mastercard). Then check that you've entered the card details correctly. If it's still not working, we suggest that you give your bank or card issuer a call to see if there are any problems on their end.

  • Can I get a VAT invoice?

    Yes. You'll find this on your Order Confirmation email.

  • How do I redeem a promotion code?

    Go through the normal steps for placing an order. You will be prompted to enter the promotion code in Step 3/4 of the process.

Returns and refund

  • My order has arrived but I want to return it. How do I do that?
    If you want to return a product, you must contact us within 7 days of delivery. Please email orders@joinedandjointed.com with your order details, and the reason why you wish to make a return. We will then arrange a collection. Please remember we can only issue a refund if both the product and its packaging are in their original and re-sellable condition.
  • What happens if the piece arrives damaged?
    We apply rigorous quality control but inevitably products can sometimes be damaged during the various stages of handling. We are sorry if this is the case with your order. Please email orders@joinedandjointed.com with a photo showing the damage. We will then contact you with the options available to rectify the situation.
  • How will I be refunded?

    For security reasons, a refund will always be made to the same credit or debit card used to place the order. It should appear in your card statement or account within 10 working days.

  • Can I change my existing order?
    We can't usually process changes once an order confirmation has been sent out. However, please email orders@joinedandjointed.com or call us on 020 7371 7766 and we will do our best to help.

Delivery

  • How long will it take for my order to arrive?

    It depends on the product. Each individual product page lists the estimated delivery time for that particular piece. If you have already placed the order, the estimated delivery time will be whatever was stated on the product page at the time of purchase and on your order confirmation.

  • I've order several items. Will they arrive at the same time?

    To keep our delivery charges at a sensible level, if your order consists of multiple items with different estimated delivery times we will wait until ALL the items are ready for despatch before contacting you to make a single delivery of the entire order.

  • How can I change my delivery address?
    If you want your order delivered to a different address from the one stated on your order confirmation, please email orders@joinedandjointed.com with your order details and new address. Please give us reasonable notice before your expected delivery date. Unless it's a last minute request, we will do our best to help.
  • What happens if I miss a scheduled delivery?

    Please contact us to reschedule a delivery time. To cover the cost of the repeat journey, you will be charged again the same delivery fee as originally quoted.

  • Can you leave my delivery with a neighbour?

    For security reasons, we would prefer it if you could take the delivery directly. What's more (and in particular for larger items), your being at home means we can serve you better by placing the item in the room of your choice.

    If you do want to give authorisation for a neighbour to receive your order, please contact us with reasonable notice ahead of the delivery by email or telephone.

  • What if my order is incomplete or the wrong item is delivered?

    Please call us immediately and we'll do our best to get to the bottom of it.

  • What if I've been given a scheduled delivery date but I'm not ready to receive the order?

    Please email or call us to discuss available options. In such situations, we will generally offer to store items for a reasonable period of time, but please understand that we cannot do so indefinitely.

Can't find what you are looking for?

Contact us