Shipping policy

JOVELLE & CO.

SHIPPING POLICY

Last updated: 7 September 2026

This Shipping Policy explains how JOVELLE & CO. processes, dispatches and delivers orders placed through www.jovelleandco.co.uk.

This policy forms part of our Terms of Service and should be read together with our Returns, Cancellation & Refund Policy.

Nothing in this policy excludes, restricts or replaces any statutory consumer right or remedy that cannot lawfully be excluded under UK law.

1. ABOUT US

JOVELLE & CO. is a trading name used by:

  • Legal trader: Jephin Mathew Jose
  • Legal status: Sole trader
  • Trading and complaints address: 3 Warren Bank, Oakworth Street, Manchester, M9 6FE
  • Email: hello@jovelleandco.co.uk
  • Calls and WhatsApp: +44 7879 246610
  • Website: www.jovelleandco.co.uk

2. WHERE WE DELIVER

We currently offer delivery throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland, subject to carrier availability and any restrictions displayed before purchase.

Available destinations will be shown at checkout. If your destination cannot be selected, we do not currently offer ordinary website delivery to that destination.

Delivery restrictions may apply to certain postcodes, islands, remote areas, PO boxes or parcel-forwarding services. Any applicable restriction known to us will be disclosed before you place your order.

Please contact us before ordering if you are unsure whether we can deliver to your location.

3. ORDER PROCESSING TIME

In-stock orders are normally processed within three working days OR any delay will be notified.

Working days are Monday to Friday, excluding UK bank holidays.

Processing time is separate from delivery time and includes payment verification, stock allocation, quality inspection, packing and preparation for dispatch.

Orders placed after 12:00 p.m. UK time, at weekends or on UK bank holidays will normally begin processing on the next working day.

Processing may take longer during launches, promotions, holiday periods or unusually busy periods. We will communicate material delays where reasonably possible.

Pre-order, made-to-order and special-order products may have different processing times, as explained below.

4. PRE-ORDERS, MADE-TO-ORDER AND SPECIAL-ORDER PRODUCTS

Products offered on a pre-order, made-to-order or special-order basis will have a separate estimated dispatch or delivery timeframe disclosed before purchase.

Where an order contains both in-stock and pre-order or special-order products, we may dispatch everything together when the complete order is ready or arrange separate deliveries.

We will provide updates if an estimated timeframe changes materially. Your statutory rights concerning cancellation and late delivery remain unaffected.

A standard product does not become legally personalised or custom-made simply because it is specially ordered from a supplier. Any cancellation exception applies only where its legal requirements are satisfied.

5. DELIVERY OPTIONS AND ESTIMATES

We currently offer UK standard delivery.

Available delivery services, charges and estimated delivery timeframes will be displayed at checkout before you submit your order.

Unless stated otherwise, delivery estimates begin from dispatch, rather than from the date the order is placed. Please allow for processing time as well as delivery time.

Delivery dates are estimates unless we expressly agree to a guaranteed or essential delivery date.

We will deliver within the period agreed with you. If no delivery period has been agreed, we will deliver without undue delay and no later than 30 days after the contract is formed, as required by applicable consumer law.

6. DELIVERY CHARGES AND FREE SHIPPING

We currently offer free standard UK shipping on orders of £50 or more.

The £50 minimum spend is calculated using the total price of the products after discounts or promotional codes have been applied, excluding delivery charges.

For orders below £50, the applicable delivery charge will be displayed at checkout before you submit your order.

Free shipping applies to standard delivery to the UK destinations we currently serve. Any separately offered premium delivery service will be subject to the charges displayed before purchase.

JOVELLE & CO. reserves the right to change, suspend or withdraw the free-shipping offer, including its minimum spend and eligibility conditions, at any time without advance notice.

Any change will apply only to future orders. We will not retrospectively remove free shipping or add delivery charges to an order already placed on the agreed terms.

The applicable delivery charge and any free-shipping eligibility will be shown before you confirm and pay for your order.

7. ADDRESS ACCURACY

You are responsible for providing a complete and accurate delivery address and contact details, including:

  • Recipient’s full name
  • House or building number and street name
  • Flat, apartment or unit number, where applicable
  • City or town
  • Postcode
  • Country
  • Email address and telephone number

Please check these details carefully before submitting your order.

If you notice an error, contact us immediately. We will try to correct it before dispatch, but changes cannot be guaranteed once processing has begun.

For security or operational reasons, a substantial address change may require cancellation of the original order and placement of a new order.

8. INCORRECT OR INCOMPLETE ADDRESSES

If delivery fails because you supplied an incorrect or incomplete address, please contact us so we can help resolve the issue.

Where a parcel is returned to us, we will contact you where reasonably possible to discuss redelivery or any applicable refund.

You may be responsible for reasonable redelivery costs actually incurred because of incorrect information you supplied, where legally permitted.

We will not impose arbitrary penalties. Any deductions or charges will be subject to applicable law and your statutory rights.

9. DISPATCH CONFIRMATION AND TRACKING

We will normally send a dispatch confirmation to the email address or telephone number supplied with your order.

Where tracking is available, the confirmation will include a tracking number or link. Tracking information may take time to appear after dispatch.

Please check your inbox, spam or junk folder and any delivery messages from the carrier.

Failure to receive or open a dispatch or tracking message does not remove your statutory rights or transfer responsibility for the parcel before risk has legally passed to you.

10. CARRIERS

We may use reputable postal or delivery partners suitable for your order.

The carrier may vary depending on your address, parcel size, service availability and operational requirements. We do not guarantee delivery by a particular carrier unless expressly agreed.

Where tracking is available, carrier details will normally be provided after dispatch.

We may change the carrier where reasonably necessary, provided the replacement service is materially equivalent to the service purchased.

Carrier procedures do not remove our legal responsibilities as the retailer.

11. DELIVERY ATTEMPTS AND MISSED DELIVERY

If nobody is available to receive your parcel, the carrier may:

  • Attempt delivery again
  • Provide instructions for redelivery
  • Deliver to a neighbour or safe place you have authorised
  • Make the parcel available at a collection point or locker
  • Return the parcel to us after the applicable holding period

Please follow reasonable carrier instructions and collect your parcel within the stated period.

If a parcel is returned following unsuccessful delivery attempts or non-collection, we will contact you where reasonably possible. Reasonable redelivery or return costs actually incurred may apply only where legally permitted.

Refusing or failing to collect a parcel does not by itself provide clear notice that you wish to cancel. Please contact us directly to communicate any cancellation.

12. SAFE PLACES, NEIGHBOURS, LOCKERS AND COLLECTION POINTS

If you authorise delivery to a neighbour or safe place, please ensure your instructions are clear and the location is suitable.

The carrier may decline instructions where a location is unsafe or unsuitable.

For lockers and collection points, please follow the carrier’s collection deadline and identification requirements.

Whether delivery is legally complete and risk has passed will depend on your instructions, the circumstances and applicable law. Delivery to a locker or collection point does not automatically mean you have taken physical possession of the goods.

A carrier’s “delivered” scan alone will not automatically determine the outcome of a delivery dispute.

13. RISK OF LOSS OR DAMAGE

Risk of loss or damage remains with JOVELLE & CO. until you, or a person identified by you to receive the goods, takes physical possession, subject to applicable law.

If you independently appoint a carrier that we did not offer, risk may pass when the goods are handed to that carrier, as permitted by law.

Dispatch alone does not transfer risk to you.

14. PARTIAL SHIPMENTS

We may send products from the same order in separate parcels where:

  • Products become available at different times
  • An order includes pre-order or special-order products
  • Different packaging or carriers are required
  • Separate dispatch reasonably reduces delay

We will not charge additional delivery fees solely because we choose to split your order.

Additional charges will apply only if you expressly request and agree to a different paid delivery arrangement.

If part of your order appears to be missing, please check your dispatch messages, as another parcel may still be in transit.

15. DELIVERY DELAYS

Delivery may be affected by carrier disruption, severe weather, public holidays, industrial action, address errors or other circumstances outside our reasonable control.

If your order is delayed, please check the tracking information and contact us for assistance.

We will take reasonable steps to investigate and keep you informed of material developments.

Your statutory rights concerning late delivery remain unaffected. These may include the right to end the contract where we refuse delivery, miss an essential agreed delivery deadline, or fail to deliver within an appropriate additional period where one is required.

Where you are entitled to end the contract for late delivery, we will provide the refund required by law without undue delay.

16. LOST OR MISSING PARCELS

If your parcel has not arrived within the estimated delivery window or tracking has stopped updating for an unusual period, please contact us:

Please include your name, order number and delivery address.

We may arrange a carrier investigation. This does not remove your statutory rights or allow us to delay a remedy indefinitely.

If your parcel is lost before risk has passed to you, we will provide the remedy required by law, which may include replacement or refund.

17. PARCEL MARKED DELIVERED BUT NOT RECEIVED

If tracking shows your parcel as delivered but you cannot find it, please:

  1. Check any delivery photograph or location information.
  2. Check with members of your household or building.
  3. Check any authorised safe place, reception or concierge.
  4. Check with neighbours where appropriate.
  5. Contact us promptly if the parcel remains missing.

We may review tracking records, delivery photographs, signatures and other relevant evidence.

A “delivered” status does not automatically defeat a legitimate non-delivery claim. We will consider the circumstances and the applicable rules on delivery and risk.

18. DAMAGED PARCELS OR GOODS

If your parcel or product arrives damaged, please contact us as soon as reasonably possible.

Where available, please provide:

  • Your order number
  • Photographs of the product and damage
  • Photographs of the outer and internal packaging
  • A photograph of the shipping label

Please retain the product and packaging where reasonably possible while we investigate.

Photographs and packaging help us assess the issue, but an inability to provide them does not automatically remove your statutory rights.

Damage occurring before risk passed to you will be handled in accordance with applicable law and our Returns, Cancellation & Refund Policy.

19. INCORRECT OR INCOMPLETE ORDERS

If you receive the wrong product, size, colour or quantity, or if an item or component is missing, please contact us as soon as reasonably possible.

Please avoid wearing, washing, tailoring, cutting, stitching, hemming or otherwise altering an incorrectly supplied product before contacting us.

We may request photographs of the product, labels and packaging to help investigate.

Where we have supplied an incorrect or incomplete order, we will provide the remedy required by law and cover reasonable return costs where applicable.

20. INTERNATIONAL DELIVERY

We currently deliver only within the United Kingdom and do not offer international delivery through our website.

If international delivery becomes available, destinations, delivery charges, estimated timeframes and relevant customs information will be disclosed before purchase.

21. CANCELLING OR CHANGING AN ORDER BEFORE DISPATCH

Contact us immediately if you wish to cancel your order or change delivery details.

We will try to accommodate your request, but operational changes may not be possible once processing or dispatch has begun.

Where you have a statutory cancellation right, our inability to stop dispatch does not remove that right. You may need to receive and return the goods under our Returns, Cancellation & Refund Policy.

Please send us a clear cancellation statement. Do not rely solely on a carrier request, refused delivery or non-collection.

22. RETURNS AND RETURN SHIPPING

Return eligibility, cancellation, return postage and refunds are covered by our Returns, Cancellation & Refund Policy:

https://www.jovelleandco.co.uk/policies/refund-policy

For change-of-mind returns, you are responsible for direct return costs where this was disclosed before purchase and is permitted by law.

Where goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.

Free outbound shipping does not automatically include free return shipping.

Please contact us for return instructions and the applicable return address before sending goods back. This does not limit your statutory cancellation rights.

23. EVENTS OUTSIDE OUR REASONABLE CONTROL

Events outside our reasonable control may affect processing or delivery. These may include severe weather, natural disasters, government restrictions, industrial action or widespread transport disruption.

We will take reasonable steps to minimise disruption, communicate material delays and resume performance as soon as reasonably possible.

This section does not exclude our statutory responsibilities. If delivery cannot be completed or is substantially delayed, your rights to cancellation and refund remain unaffected.

24. CHANGES TO THIS POLICY

We may update this Shipping Policy from time to time without individual advance notice. Changes may include delivery services, delivery areas, charges, free-shipping thresholds and promotional conditions.

The updated policy will be published on our website with a revised “Last updated” date.

Changes apply to future orders and will not retrospectively change the agreed delivery terms or reduce the rights attached to an order already placed.

The policy and delivery terms applicable when you placed your order will continue to govern that order, subject to applicable law.

25. CONTACT US

For shipping, tracking or delivery enquiries, contact:

JOVELLE & CO.

Please include your order number when contacting us about an order.

26. STATUTORY RIGHTS

Nothing in this Shipping Policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded.

If any provision conflicts with a mandatory statutory right, that right will prevail. The remaining provisions will continue to apply to the extent permitted by law.