Joy Osula World Returns & Refunds Policy
Last updated: June 2026
At Joy Osula World, every garment is thoughtfully designed and produced in limited quantities. Many of our pieces are handmade, made-to-order or created using reclaimed and artisan textiles, meaning each order receives individual attention and care.
Please read the policy below before placing your order.
Ready-to-Wear
If you are not completely satisfied with your ready-to-wear purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unworn and unused.
- Be in its original condition.
- Have all original tags attached.
- Be free from perfume, makeup, deodorant, pet hair or other marks.
- Be returned in its original packaging where possible.
Items that do not meet these conditions may be returned to the sender.
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method within 5–10 working days, depending on your payment provider.
Original shipping costs are non-refundable unless the item is faulty or we have made an error with your order.
Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
Bespoke & Custom Orders
All bespoke, made-to-measure and custom orders are final sale.
Due to the personalised nature of these garments, we are unable to offer refunds or exchanges once work has commenced.
Before production begins, you will receive confirmation of your design, measurements and agreed details. It is the customer's responsibility to ensure all information is correct.
If adjustments are required due to measurement changes after approval, additional alteration charges may apply.
Made-to-Order Pieces
Made-to-order garments are produced specifically for you after your order is placed.
Unless the item arrives faulty or incorrect, made-to-order purchases cannot be cancelled, refunded or exchanged once production has begun.
Sample Sale & Archive Pieces
All sample sale, archive and one-of-one pieces are sold as seen and are final sale.
Minor signs of sampling, photoshoots or garment development may be present and will be reflected in the product description where applicable.
Faulty or Incorrect Items
If your order arrives damaged, faulty or you have received the wrong item, please contact us within 48 hours of delivery.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the item.
Where a fault is confirmed, we will arrange an appropriate resolution, which may include a repair, replacement, exchange or refund.
This policy does not cover normal wear and tear, accidental damage, improper washing or misuse.
Exchanges
Exchanges are subject to stock availability.
If your requested size or item is unavailable, we will process a refund where applicable.
International Orders
Customers are responsible for any customs duties, taxes or import charges applied by their country.
These charges are not refundable by Joy Osula World.
Cryptocurrency Payments
Orders paid using cryptocurrency are accepted at the GBP value displayed at checkout.
Where a refund is legally required and approved under this policy, the refund amount will be calculated using the original GBP purchase value and returned using the payment method determined by Joy Osula World. Any applicable blockchain network or transaction fees may be deducted where permitted.
How to Request a Return
Please email:
hello@joyosula.world
Include:
- Your order number.
- Your full name.
- The reason for your return.
- Photographs if the item is faulty.
Returns sent without prior approval may not be accepted.
Contact
If you have any questions regarding this policy, please contact us at:
hello@joyosula.world
We aim to respond within 2–3 working days.
