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Returns & Exchanges





HOW TO RETURN OR EXCHANGE

Our ultimate aim is to provide you with high quality, practical and long-lasting products that you love. We hope that you are happy with your order, however we understand that sometimes sizing or styles might not be quite right and if you do need to return an item we will offer an exchange or refund.

We ask that all items are returned to us with proof of purchase within 30 days of receipt in perfect saleable condition with tags attached. Items purchased during the Sale must be returned within 14 days. Please note, for hygiene reasons certain items (as listed in the product information under ‘Things to Note’) may not be returned.

Store purchases must be returned to a store for refund or exchange. We’re sorry but we cannot accept these items back at our warehouse.

The quickest way to return or exchange most items bought online or via mail order is also by visiting one of our stores. We regret that we cannot accept large or high value products (including flat packed furniture, boxed toys, stairgates, cribs, maternity cushions, beanbags, smart devices etc) though due to our tiny stockrooms. They need to be returned at your own expense to our warehouse. If you are in any doubt as to whether or not you can return a product back to store, please check the ‘Things to Note’ section on the product page on our website or contact your local store or our customer service team on info@jojomamanbebe.co.uk or 0333 240 0700.

If you fall outside our standard returns policy, we believe the best way to find a resolution that works for both of us is on a case by case basis. We will always take your personal circumstances into consideration. Part of our long-standing values is to treat everyone as an individual with honesty and respect, and in doing so we believe you will do the same. We may not always provide the resolution you were hoping for, but we will always take our values into consideration to make what can be difficult decisions.

Special Conditions: To protect all our customers and make sure we handle every return or exchange with fairness, we will not accept a return or exchange in or outside our standard returns policy in some situations, these include:

• Failure to follow care instructions
• Damage caused by accident, neglect, misuse or improper care
• Items showing obvious excessive wear and tear
• Items damaged by external factors such as flooding or fire
• Personalised items, unless a manufacturing fault
• On occasion when we feel there has been an abuse of our returns policy in the past.





RETURN TO A JOJO STORE

You can exchange or refund your online, mail order and store purchases at any of our JoJo stores.

Please bring with you

• The product you wish to return or exchange
• The payment card you used
• Your delivery note or receipt as proof of purchase:

If you are returning an online or mail order purchase to a store please leave the parcel bag unsealed, ready to be scanned. We will refund the amount you paid using your original payment method but please be aware that it can take up to 5 working days for refunds to show on your account.

Exchanges are completed straightaway in store. If your local store does not have the size required for an online order exchange we will deliver it to you FREE of charge.

Please note, if you were eligible for a discount on your purchase because you’re a member of a specific group or organisation you will need to present your membership card in store to obtain a further discount on exchanged items.

We do not have the space in store to accept returns for some of our large or high value items that were purchased online or via mail order. These include flat packed furniture, boxed toys, stairgates, cribs, maternity cushions, beanbags, smart devices, Oh Mumma boxes etc. They need to be returned at your own expense to our warehouse. If you are in any doubt as to whether or not you can return a product back to store, please check the ‘Things to Note’ section on the product page on our website or contact your local store or our customer service team on info@jojomamanbebe.co.uk or 0333 240 0700.

Find a store





RETURN BY POST, HERMES OR DPD

You will find a returns form included on the delivery note enclosed with your order. Please complete the form with the details of the products you are returning. It is helpful, for future product design and development, if you give a reason for your return by using one of the codes we have listed.

Hermes Returns Service for £2.80
We suggest that you consider our Hermes Returns Service to return an item to us via this cost effective, secure method. With thousands of collection points across the UK, your parcel will be accepted and for a small fee returned to us promptly via a secure, tracked service.

You can quickly and easily purchase a label to return your item to us by using Hermes, following the steps below.

1. Complete the returns section on the despatch note you received with your order, and pop it into your parcel.
2. Visit https://new.myhermes.co.uk/return.html#/direct?clientId=447&childClientId=0 and follow the simple instructions to return your parcel.
3. Parcels can be returned via the below methods:

Parcelshop drop off
- Print your label in store or online
- For this service, parcels must have a maximum weight of 15kg, maximum length of 120cm and a maximum combined length & circumference of 225cm.

Locker drop off
- You'll need a printer
- For this service, parcels must have a maximum weight of 15kg, maximum size of 66cm x 41cm x 38cm.

Courier collection
- You'll need a printer
- For this service, parcels must have a maximum weight of 15kg, maximum length of 120cm and a maximum combined length & circumference of 225cm.


DPD Returns Service for £3.96
We suggest that you consider our DPD Returns Service to return an item to us via this cost effective, secure method. With thousands of collection points across the UK, your parcel will be accepted and for a small fee returned to us promptly via a secure, tracked service.

You can quickly and easily purchase a label to return your item to us by using DPD, following the steps below.

1. Complete the returns section on the despatch note you received with your order, and pop it into your parcel.
2. Visit https://returns.dpd.co.uk/jojo-maman-bebe-ltd/ and follow the simple instructions to return your parcel.
3. Print the DPD return label and stick it on the parcel, removing or covering old labels.
4. Find your nearest DPD local shop by using the shop finder on the DPD return website and drop off your parcel. You’ll be given a receipt so you can track it.
5. For this service, parcels must not weigh more than 20 kilograms and the 2 longest lengths of your package when added together should not exceed 120 cm.

By Post or Courier:
We ask that all items are packaged safely and securely and are returned to us within 30 days of receipt in perfect saleable condition, ideally in the original packaging. Items purchased during the Sale must be returned within 14 days of receiving your order. Please use the address label on the delivery note. You will need to pay the returns postage, so we recommend you use a tracked service since you are responsible for your parcel until it has been received into our warehouse. We regret we cannot accept liability for items lost in transit.

PLEASE NOTE: Items purchased in store must be returned to a store for refund or exchange. We regret we cannot accept these items back via mail order.

Please send your returns parcel to:
JoJo Maman Bébé
Oxwich Road
Newport
NP19 4PU

We will refund you as quickly as possible and always within 14 days after we receive your return. Your refund will be made using your original payment method. Please be aware that it can take up to 5 days for the refunds to show on your account.

Exchanges
If you would like to exchange an item please complete the exchange form on your delivery note and list the replacement items that are required in exchange for the listed returned items. We will deliver your exchanged items FREE of charge. Please note that a quicker option is to return the item for refund and place a new order via the website, but you may need to pay the postage fee this way.

You will need to pay the return postage, so we recommend you use a tracked service since you are responsible for your parcel until it has been received into our warehouse. We regret we cannot accept liability for items lost in transit.





OUTLET STORE RETURN POLICY

Items purchased in our Outlet stores may only be returned for an exchange in our Outlet stores within 14 days and with a valid proof of purchase. We do not offer refunds on Outlet store purchases.

Our standard returns policy only applies to full price items purchased in an Outlet store.

Please retain your receipt and return non-Outlet items within 30 days for refund, exchange or a gift card.





FAULTY ITEMS

We maintain high standards and strict quality control, but occasionally a faulty item may slip through the process. If you have received a damaged or faulty item, we apologise for the inconvenience caused.

If it was purchased in store, you must return it to a store with your proof of purchase for an exchange or refund. We regret we cannot accept these items back to the warehouse.

You can return or exchange most faulty items bought online or via mail order by visiting one of our stores too. We regret that we cannot accept large or high value products (including flat packed furniture, boxed toys, stairgates, cribs, maternity cushions, beanbags, smart devices etc) though due to our tiny stockrooms.

If you are in any doubt as to whether or not you can return a product back to store, please check the ‘Things to Note’ section on the product page on our website or Contact Us.

If you need to return the faulty item to our warehouse please email our customer service team first at info@jojomamanbebe.co.uk with photos of the fault and any other information regarding your issue.

Please visit or contact us as soon as you notice the fault, or at the latest 90 days after receipt. Ultimately, we hope to find a happy resolution as quickly as possible. We handle faulty returns on an individual basis. If we agree with you that the item is faulty we will replace it like for like or offer you a gift card in exchange. Please note that we always try to be fair and respect our customers, but we ask that you are fair in return. Please do not return items stating they are ‘faulty’ when the concern is down to normal wear and tear, misuse, or accidental damage. We regret that if our care instructions are not followed correctly, we will be unable to replace the item. Third party branded products will be subject to the manufacturers’ guarantees which will vary, please refer to the individual product for details or Contact Us. This does not affect your statutory rights.






PERSONALISED PRODUCTS

Personalised items may not be returned for refund or exchange.






GIFT SETS

We cannot accept returns of individual items from gift sets. If you change your mind, please return the entire set with the original packaging and proof of purchase.





FAQ's
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.


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

You may return items to a JoJo store, by our DPD or Hermes Returns services 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. Also, we regret that due to our tiny stockrooms large and high value products (including flat packed furniture, boxed toys, stairgates, cribs, maternity cushions, beanbags, smart devices etc) may not be returned to our stores. If in doubt, please call the store or our customer service team to avoid making a wasted trip.


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.

May I return items to one of your Outlet Stores?

Yes, you can, however, please note that Outlet store purchases are ‘sold as seen’ and may be exchanged within 14 days at the Outlet store only, we do not accept returns for refund.

Full price mail order purchases may be returned or exchanged in all our stores, including our Outlet stores. NB: For hygiene reasons certain items (as listed in the product information) may not be returned. Also, we regret that due to our tiny stockrooms large and high value products (including flat packed furniture, boxed toys, stairgates, cribs, maternity cushions, beanbags, smart devices etc) may not be returned to our stores. If in doubt, please call the store or our customer service team to avoid making a wasted trip.

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 contact our customer service team or return the item to store within 90 days of receipt 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.