Frequently Asked Questions

Our most frequently asked questions should give you a quick solution to most queries

Does adding an item to my bag reserve it?

No, we’re afraid not, nothing in your basket is reserved. If there is only one item left and it sells out before you begin the checkout process then an ‘out of stock’ message will be shown on the checkout page and you’ll have to remove the item from your basket before being able to proceed through the checkout. If more stock is expected an estimated despatch date will be shown on the checkout page.

I’ve placed more than one JoJo order; can you combine them?

We’re so sorry but that’s not possible due to the system we use. As long as an order is not being processed yet we can cancel it for you or add items though.

There is something missing from my parcel. Why?

If everything is in stock at the time your order is placed all the items will be despatched in one parcel.

If an item is due back in shortly we will ship everything else to you and send that one item later, to prevent you having to wait for all your lovely JoJo items. Your invoice will tell you what is to follow.

If an item is out of stock and only available to pre-order, a blue speech bubble will appear on the product page indicating when the item will be back in our warehouse. We will also remind you before you check out.

Can I track my order?

Yes, we send all our parcels via a tracked service in the UK. You will find the tracking number for either My Hermes or DPD in your Despatch Confirmation Email.

You can also follow the progress of your order and access your delivery tracking link from your JoJo account or our track my order page using your order number and the email you have used to place your order.

Can I add to, upgrade delivery or cancel my order once it has been placed?

If you log into your account and check your order status we may be able to amend it for you if it is showing as ‘Released’. Contact Us, ideally by phone during working hours, and we will amend it for you, or cancel your order and place a new one. We recommend you do this promptly because once the order status is ‘PickCreated’ we regret that it is too late to make any changes.

Can I have a gift receipt?

If you would like a gift receipt, please Contact Us and place your order over the telephone.

Can I collect my online order from my local JoJo store?

Yes, you can order online and collect from one of our JoJo stores.

Can I pre-order an item?

Once the item is on its way to us from our factory it will show as available to ‘pre-order’ on our website with an estimated delivery date. Please be aware that this date may change for reasons beyond our control, such as delays in shipping, customs or quality control inspections. If you do pre-order you will be notified by email should the estimated despatch date change. You will be able to cancel the pre-ordered item at any time before it is in a ‘PickCreated’ status.


How do I apply a promotional code?

If you have a promotional code it may be used on the ‘My Bag’ page, at checkout. Please note, we are unable to add a promotional code to an order after it has been placed.

Do you have a promotional code I can use?

Sadly no, these are offered from time to time to customers who have ‘Opted In’ to receiving our news. Should you wish to sign up to our promotional mailings and emails please sign into your account and amend your ‘Communication Preferences’.

How do I get my 10% off for signing up to the JoJo newsletter?

When you subscribe to our newsletter you will receive an email containing your discount code. You may receive an initial email to confirm that you have subscribed; in order to receive your discount you will need to click to confirm your subscription. Once you are ready to place your order, enter your code at the checkout where it says ‘Got a promotional code?’ and click ‘Apply’. If you do not receive an email upon signing up, be sure to check your junk mail and add us to your safe sender list. Please note that if you are already subscribed you will not receive a welcome email as this is only for new subscribers.

Can I use a promotional code when purchasing items on a multibuy offer?

No, only one promotional discount is permitted per order. Once you add a promotional code it will override any other offer, including multibuy offers. Please check which option is best for you - the multibuy or the discount code - then amend your order to suit. Please be mindful that discount codes will not work on sale items.

Do you have a refer a friend scheme?

Yes, and this is how it works… If you would like to recommend JoJo to your friends or family:
• Sign up to our refer-a-friend scheme via the pop-up box that appears after you make an online purchase. If you miss that you can visit here.
• Share us with your friends by link, email, on Facebook, Twitter or simply by using your name.
• When they place an order for more than £30 via YOU will then get 15% off YOUR next order as a thank you for telling others about JoJo. Your friend will get a reward too. Please note, it must be your friend’s first online order.
• You’ll get an email from Mention Me - who manage our referral scheme - when someone is successfully referred, they have placed their first order, it's been despatched and the full returns period has passed.
• You have 3 months from the date you are given the code to use it to get 15% off your next order via
• You can refer up to 5 others within 24 hours (or up to 25 within 12 months) and you will get 15% off an order for each friend that orders with us.

If your friend has referred you and you have never shopped with JoJo online before:
• Have a look at our website and choose some lovely items worth more than £30.
• In the ‘My Bag’ page click the link on the right-hand side that says, ‘Been referred by a friend’.
• Type their name into the box, and if there are multiple people with the same name it will ask you to enter your friend’s email address to differentiate between them.
• Your code will appear on the screen and it will also be emailed to you. You have 10 days to use the code which entitles you to a free gift or money off your order (depending on the current promotion.) You will need to spend at least £30.
• Before completing your order, enter this code in the ‘Got a promotional code?’ box, also on the right-hand side of the ‘My Bag’ page.
• You will see the free gift or the discount appear in your basket.
• Once your order has been despatched, the person who referred you will then get their own reward too!

What are your delivery timescales?

Please look at the Delivery section of the website to get the full details, but in brief:
Standard delivery is approximately 5 working days for UK mainland. During busy periods or adverse weather this may take longer, in which case we will highlight the delay online whenever possible.

Next Working Day delivery is available for UK mainland deliveries placed by 5pm weekdays. Please note Saturday, Sunday and Bank Holidays are not working days. During exceptionally busy periods or adverse weather this service may be suspended without notice.

Can I have an order delivered to the Highlands and Overseas via Next Working Day delivery?

Please check our Delivery section to get the full information, but in brief our Next Working Day delivery is not available outside mainland UK.

How do I know if my order has been despatched?

First, you should have received an Order Confirmation email within minutes of placing your order. If you did not, please check your spam or junk folder.

You will receive a Despatch Confirmation email once your parcel is on its way to you. If there is a delay you will hear from us via email. If you have not received any emails from us, please Contact Us, since it looks like something has gone wrong.

What happens to my parcel if I’m not home?

Please check which courier is delivering your parcel – this will be on your despatch email.

If My Hermes weren’t able to successfully deliver your parcel, they can request a neighbour sign for it, or they may have authorisation to leave the parcel in a safe place. If they took it back to the depot instead, they will attempt to deliver it to you three times. If you missed the delivery, please follow the instructions on the card left by the driver.

If your parcel was being delivered by DPD and we have your email address and mobile telephone number, you will have received a text or email with a 1-hour time slot. If you are not available, reply to the message authorising delivery to a neighbour, leaving in a safe place or redelivery another day. If you missed the delivery, please follow the instructions on the card left by the driver.

UPS and DHL will also send you a 1-hour delivery window if you have given us your email address and mobile telephone number. If you aren’t in, please follow the instructions on the calling card left by the driver.

If you did not receive a card please Contact Us.

Do you offer a Click & Collect service

Yes, you can order online and collect from one of our JoJo stores. When your order arrives at the store, we’ll send you an email to let you know it’s ready to collect and we’ll hold your items for 7 days. For full details please go to the Delivery section of our website.

Do you offer an express service for international deliveries?

We are able to offer a one-day express service to a number of European countries and a next-day service to the USA via DHL. Please select the country you require on the Delivery section for full details.

Do you offer an express service for international deliveries?

We are able to offer a one-day express service to a number of European countries and a next-day service to the USA via DHL. Please select the country you require on the Delivery section for full details.

Can I exchange an item without proof of purchase?

You may exchange a JoJo branded item in store without proof of purchase providing it is in a saleable condition preferably with tags attached. You will be offered an exchange to the value of the current in store selling price.

Any products from other brands which have been purchased at JoJo may not be exchanged without a proof of purchase.

How long do I have to return an item?

Full priced items should be returned within 30 days of receipt for a refund. Sale items should be returned within 14 days of receipt for a refund. They must be in a saleable condition with tags attached.

Can I return items purchased in your Outlet Stores?

Yes, however please note that discounted outlet store purchases are ‘sold as seen’ and may be exchanged within 14 days at an Outlet Store only, you cannot return for a refund and you cannot return to a regular JoJo store.

Anything purchased full price from an Outlet Store comes under our standard returns policy and can be returned to any JoJo store for exchange or refund. NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

How do I return an order placed online or via mail order?

You may return items to a JoJo Store, by ‘DPD Return to Shop’ or by post or courier, making sure you use a tracked service. Your return will be processed for refund or exchange providing it is in saleable condition, preferably in its original packaging and has the tags attached. Please note that all returns remain your responsibility until such time that we have receipted the parcel back into our warehouse.

NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

How do I return an item purchased from a JoJo Store?

Items purchased from our stores need to be returned to a store for a refund or exchange. Full priced items should be returned within 30 days of purchase with proof of purchase. Sale items should be returned within 14 days. NB: For hygiene reasons certain items (as listed in the product information) may not be returned.

How long does your guarantee last for?

With regular levels of wear and tear JoJo clothing and products should last. How long they last is subjective and will naturally depend on how they are used. Should you consider an item faulty please return it within 90 days and any concerns will be considered on a case by case basis. Third party branded items may come with a manufacturer’s warranty, please check the packaging for the relevant information. This does not affect your statutory rights.

Do you offer free returns as standard?

You can return items to any of our 90+ JoJo stores for a refund or exchange completely free, but if you choose to return them via post you will need to pay the postage.

We do offer a fully tracked DPD Return to Shop Service for items under 20kg for £3.96. The full details are on the Returns section of our website.

Can I return underwear if it doesn’t fit?

We understand how important it is that your underwear fits you perfectly so as long as the item is in perfect condition, hasn’t been worn and is in its original packaging then yes you can return it to us for exchange or refund.

The only exceptions are the packs of disposable knickers that we sell which cannot be returned once opened.

How can I buy a JoJo gift card?

You can buy a gift card in any of our UK stores, from our website or by calling our Customer Service team on 0333 240 0700.

How much money can I put on a JoJo gift card?

Gift cards can be purchased for any value from a minimum of £10 up to a maximum of £500.

How are JoJo gift cards delivered?

If you choose to have a JoJo gift card posted to an address we will send it out via recorded delivery to ensure it is received safely. If you ordered other items from JoJo, as well as your gift card, these will arrive separately.

How quickly will an email gift card arrive?

An email gift card should be received within a couple of hours of ordering, providing all of the information we have received is correct. If any issues occur with email gift cards our Customer Service team will contact the sender as soon as possible.

Where can I use my JoJo gift card?

You can redeem your gift card in any of our UK stores, online or by calling our Customer Service team on 0333 240 0700.

How do I know if my gift card has been activated?

Your gift card is activated when it is purchased and is ready to use straightaway. If you are not sure of the value of your gift card, your balance can be checked online here. Your balance can also be checked in store or by calling our Customer Service team on 0333 240 0700.

How long is my gift card valid for?

JoJo gift cards will expire 24 months after the date of issue.

How can I check my gift card balance?

Your gift card balance can be viewed online by clicking here. Your balance can also be checked in store or by calling our Customer Service team on 0333 240 0700.

What happens if my gift card balance is less than the value of my order?

If the value of your order is more than the value of your gift card you can choose to pay the balance by credit or debit card or via PayPal if you are ordering online.

What happens if I return something that I have bought with a JoJo gift card?

When we have received your returned item(s) we will refund your original gift card if it is still active. If your card is no longer active we will give you a new gift card to the value of your returned item(s).

What happens if my JoJo gift card is damaged, lost or stolen?

If your card is damaged when you receive it please call our Customer Service team on 0333 240 0700. We are only able to replace gift cards that have been registered and cannot be responsible or accept liability for lost or stolen cards that have not been registered. We will send a replacement card to your registered address for the value of the balance on the card at the time you report the card lost or stolen.

Why is it important to register my JoJo gift card?

JoJo gift cards should be treated as cash. We recommend that you register your gift card online as this will provide protection should your card become lost, stolen or damaged. We can only provide a replacement gift card if it has been registered with us. Cards can be registered by clicking here.

Can I still use my paper JoJo vouchers?

We will no longer issue paper JoJo vouchers but they can still be used online and in store until the expiry date shown on the voucher.

Can I have my order gift wrapped?

Yes, you can. Look out for this icon “ “ to make sure the service is available with your chosen items. Select the gift wrap option at checkout, then choose which items you would like gift wrapped, which wrapping paper you would like – there are four designs – and write your gift message of up to 100 characters.

We will remove any prices, wrap your gift with the matching card and then post it either to you or directly to the recipient.

Please note, some items are unsuitable for our gift wrap service due to their size.

May I gift wrap several items in one order?

The gift wrap service is for one gift wrap per order, however you may add several items into the gift. If you wish to order several different gifts, to be individually wrapped, you will need to place separate orders and each one will be charged the gift wrap fee and (where relevant) a delivery fee.

We regret that we cannot consolidate the individual gifts into one order.

Could my gift wrapped order come in two or more parcels?

We always try to pack and despatch all the items in your order in one parcel. However, on occasion the last item of stock is only found in one of our stores which means the order will split and you will have one or more parcels delivered to you.

Each part of the gift will come gift wrapped and you will only be charged one gift wrap service fee and (where relevant) one delivery fee.

May I add other items to my order along with my gift wrapped items?

Yes, if you wish to take advantage of our gift wrap service and add in some items for yourself which should not be included in the gift wrap, you may do so.

At checkout, just tick the items you wish to have gift wrapped (in one parcel) and leave the items which you do not wish to be gift wrapped unticked. This way we know which ones to wrap.

Can you gift wrap a Click & Collect order for me?

Yes, that’s no problem. We will wrap it and write a card for you before you collect the gift from your chosen store.

Is the gift-wrapping paper recyclable?

Yes. It is uncoated paper so can be fully recycled after use. We do hope the recipient will take care to open the gift and re-use the paper and raffia ribbon themselves first too – before it then ends up in the recycling.

Is your gift wrap service available in-store too?

No, our gift wrap service is only for online or mail orders (including store Click & Collect orders). However, our store teams will be happy to sell you one of our stunning gift boxes and wrap your order while you wait (time permitting).

Where can I find more product information?

There is plenty of product information on each item on our website. You may need to scroll down the page to see all product information and reviews. However, if you need any further assistance please Contact Us.

Why has my favourite JoJo item shrunk in the wash?

Most shrinkage is unfortunately due to the washing instructions on the care label not being followed correctly or drying knitwear items in the tumble dryer which agitates the fibres.

All of our garments go through rigorous testing to ensure the best quality and durability. If the care labels are followed correctly our clothing will stand the test of time.

Please read our washing and care instructions for more information

My clothing has bobbled, is it faulty?

Contrary to popular belief, pilling (or bobbling) is not due to poor quality clothing. Bobbles appear after washing and are simply caused by friction from a rough washing cycle or abrasion from wear. Almost all knitwear will bobble at some stage, but you can easily remove bobbles with the JoJo Knitwear Comb.

Why don’t you sell age 5-6 clothing in your stores?

If you’re looking for age 5-6 clothing, a small range is available in a selection of our stores. In order to purchase from our complete range, we recommend shopping online though.

Can a store post an item to me?

We’re sorry but our stores are not able to post items at a customer’s request.

Can you transfer an item from one store to another?

Unfortunately this isn’t possible.

I can see JoJo has started to sell boxes of chocolate brownies – who is making them?

These delicious brownies are made by Gower Cottage Brownies. You can order chocolate or chocolate orange and they do a gluten free one too!

Can I send them as a gift?

Yes, they make the perfect gift! Each pack of brownies is sent in a beautifully designed JoJo cardboard sleeve - and you can have a gift message printed on it too!

If I order some JoJo items and some brownies, will they be despatched in the same parcel?

No, unfortunately they won’t. To make sure that you receive the freshest, tastiest brownies, they will be shipped directly from Gower Cottage Brownies within two working days, so will arrive in a separate parcel from your JoJo one.

If I change my mind about my brownie order, can I return them?

No, as they are food items, they are non-returnable.

If I have any issues with my brownies, do I contact JoJo or Gower Cottage Brownies?

We hope you won’t be disappointed with your delicious treats but if you do have any issues, please contact the JoJo Customer Service team here.

Can I use discount codes when ordering Brownies?

Unfortunately our JoJo discount codes are not valid when ordering Gower Cottage Brownies.

How do I make a complaint?

We are sorry you feel you need to complain, naturally we want you to be a happy customer. Our Customer Service team are more than capable of listening to your concern and hopefully coming to a mutually agreeable resolution on the spot. Where the matter is more complicated, our teams will seek advice (from the relevant Head of Department) before responding to you, which may take a few days longer. Should you consider that your complaint has not been resolved our Customer Service team could escalate the matter to the Customer Services Manager, Heads of Department, Directors or our Founder and CEO.

How do I tell you about great service received in a JoJo store or online?

Our teams will bend over backwards to help and ensure that your experience is efficient, helpful and successful. If we have offered good service, please let us know. The Managers and Board of Directors' love to hear about our teams who go the extra mile so that we can thank them for doing a great job, sometimes in difficult circumstances. Please do leave us a review:

• In store - please leave a comment on the Google Store Page.
• Online or general - please leave a comment on Trustpilot.
• About a product or design - please leave a review via the emailed link, sent about a week after you received your order, or on social media.

Which charities do you support?

NEMA – JoJo works with a charity called Nema to help reduce infant mortality rates in Northern Mozambique. They work with local communities in Cabo Delgado to provide healthcare, clean water and enterprise opportunities as well as funding various educational projects.

JoJo takes care of the UK admin, accounts and much of the fundraising, as well as covering most of the charity overheads, so 100% of our donations go directly where they are needed.

FAMTA – Our From a Mother to Another recycling charity initiative works to reduce the amount of clothing waste going to landfill whilst helping families in need in the UK and Ireland.

The campaign begins a few weeks before Mother’s Day when we ask our customers to bring their good quality outgrown baby and children’s clothes to a JoJo store. All the packages are sent to our warehouse in Newport where we pack them into lovely gift parcels and send them to the charities we are working with to distribute to families in crisis.

Can JoJo support my charity or fundraising event?

As well as our company charities we will always do our best to help local charities, especially those close to our stores supporting parents and families. We are happy to consider requests for tombola or raffle prizes etc, although we are not generally able to give monetary donations.

To be considered, please fill out the Contact Us form on our website.