What is your return and exchange policy?
We offer our customers 100% Satisfaction Guarantee, as we are pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please follow these easy steps:
1. Contact our customer-care consultants on +44 20 7193 6267 or email joanna@joannalark.com and describe the reason you want to issue a refund/exchange.
2. Pack the item and post it to the address below:
Stone House Europe Ltd trading as Joanna Lark
89 C, Streatham Hill
SW2 4UD
London UK
3. Make sure items are in their original packaging, and are appropriately secured within the shipping box.
Please take note: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.
How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
What if I received my order, but some items are damaged?
Please inspect all items carefully when you receive your order. If there are any damage, please call our customer-care department at +44 20 7193 6267 or email to joanna@joannalark.com at your earliest convenience, but no later than 7 days after the package was delivered. A customer-care specialist will help you file a claim with Royal Mail if needed.