Placing an Order

When you place an order through our website, you'll receive an email acknowledging that we've received it. This acknowledgement does not mean that we've accepted your order.

Your order is accepted when we send you a dispatch and tracking confirmation. The contract between you and Joypots is formed at that point.

Until your order is accepted, we reserve the right to decline or cancel it, for example if a product is unavailable, there's an obvious pricing or product-description error, or we're unable to fulfil the order.

If we've already taken payment and cannot fulfil your order, we'll arrange a full refund.

Please check your order details carefully before completing checkout, including your delivery address, product selection and any gift messages. If you notice an error after ordering, please contact us as soon as possible. We may not be able to make changes once your order has entered processing.

[INTERNAL REVIEW REQUIRED: Confirm how dispatch and tracking confirmations will be generated where fulfilment takes place outside Shopify. The point at which an order is formally accepted must align with the actual operational process.]

Products, Availability and Food Information

We do our best to ensure all product descriptions, images, prices and availability information are accurate and up to date.

Occasionally, packaging, presentation or other minor details may vary slightly from the images shown. We won't substitute a different product without your agreement.

All products are subject to availability. If an item becomes unavailable after you've ordered, we'll contact you to discuss your options, including waiting for stock, choosing an alternative or receiving a refund.

Please refer to the product packaging for full ingredients, allergens, nutritional information, storage instructions and best-before or use-by dates, as applicable.

Some products may contain allergens or be prepared in environments where allergens are handled. If you have a food allergy or dietary requirement, please check the information carefully before consumption. If you need further information before ordering, contact us at joy@joypots.com.

Please store and handle products in accordance with the instructions provided on their packaging.

Nothing in these terms affects our legal obligations relating to food safety, product descriptions or the quality of goods.

Prices and Payment

All prices are displayed in pounds sterling (£) and include VAT where applicable.

Delivery charges, if any, will be shown at checkout before you confirm your purchase.

Payment must be made in full at checkout using one of our accepted payment methods. Payments may be processed by a third-party payment provider.

We reserve the right to change our prices, but any changes will not affect orders already accepted.

If we discover an obvious pricing or product-information error before accepting your order, we'll contact you to explain the issue and give you the option to proceed at the correct price or cancel for a full refund.

If an error is discovered after your order has been accepted, we'll contact you to agree a fair way forward. We won't require you to pay an increased price without your agreement.

Delivery

We aim to deliver orders within 2–3 working days for orders placed before 12 noon, Monday to Friday, subject to stock availability and successful payment.

Orders placed after 12 noon, or on weekends or bank holidays, will normally begin processing on the next working day.

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

Delivery times are estimates rather than guaranteed dates, unless we've expressly agreed a guaranteed delivery date with you. While we do our best to get your Joypots treats to you promptly, delays can occasionally occur due to courier services, adverse weather or circumstances outside our control.

Delivery is currently available to UK Mainland only. The areas included in our delivery service may change and will be confirmed at checkout.

Please ensure the delivery address you provide is accurate and complete. If you notice an error, contact us as soon as possible. We may not be able to change the address once your order has been dispatched.

If delivery cannot be completed because an address is incorrect or incomplete, or because the recipient is unavailable, please contact us so we can discuss the next steps. Any additional delivery or redelivery charges will be explained and agreed with you beforehand.

If your order is delayed, appears to be lost or hasn't arrived within the expected timeframe, please contact us at joy@joypots.com and we'll investigate.

Where we arrange delivery through a courier or delivery provider, Joypots remains responsible for the order until it has been delivered to you or someone you've nominated to receive it, unless you've independently arranged a carrier that we didn't offer.

Nothing in this section affects your statutory rights relating to delivery.

Gifts and Personal Messages

Some Joypots products may include the option to add a personal gift message.

Please check the wording of your message before submitting your order. We'll reproduce the message as provided, subject to reasonable formatting and character limitations shown at checkout.

We reserve the right not to print messages containing unlawful, threatening, discriminatory, abusive or otherwise inappropriate content.

Once your order has entered processing, we may not be able to change your gift message, delivery details or product selection. Please contact us as soon as possible if you need to request a change.

Where a product is made to your specifications or is clearly personalised, it may be exempt from the statutory 14-day cancellation right. This does not affect your rights if the product is faulty, damaged or not as described.

Cancellations and Returns

We want you to love your Joypots order.

Your cancellation and return rights depend on the type of product you've purchased.

Under the Consumer Contracts Regulations 2013, certain products are exempt from the usual 14-day cancellation right. Depending on the product and circumstances, these may include:

• Products that are liable to deteriorate or expire rapidly.
• Products made to your specifications or clearly personalised.
• Sealed products that are unsuitable for return for health protection or hygiene reasons, once they've been unsealed after delivery.

These exemptions only apply where the relevant legal conditions are met. Not all food products are automatically exempt from the 14-day cancellation right.

[INTERNAL REVIEW REQUIRED: Confirm which Joypots products qualify for cancellation exemptions, including individual food products, gift hampers and products with personal gift messages. A standard hamper with an added gift message should not automatically be treated as a personalised product. Legal confirmation is required before publication.]

Where your order qualifies for the statutory right to cancel, you may cancel within 14 days after the day you, or someone you've nominated, receives it. You don't need to give a reason.

You must then return the goods within 14 days of notifying us that you wish to cancel.

To cancel an eligible order, please email joy@joypots.com with your order number and a clear statement that you wish to cancel. Please contact us before returning an item so we can explain the return arrangements.

Unless the goods are faulty, damaged, incorrect or not as described, you may be responsible for the direct cost of returning them, provided we informed you of this before you placed your order.

You may also be responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

Where a statutory cancellation right applies, we'll refund payments in accordance with applicable consumer law. This generally includes the original standard delivery charge, but not any additional amount paid for a more expensive delivery option.

We may withhold a refund until we've received the returned goods or you've provided evidence that you've sent them back, whichever happens first.

These terms do not affect your rights if goods are faulty, damaged, incorrect or not as described.

Damaged, Incorrect or Faulty Orders

If your Joypots order arrives damaged, incorrect or faulty, please get in touch as soon as reasonably possible.

Email us at joy@joypots.com, including your order number, a description of the issue and photographs where possible.

Photographs can help us understand what has happened, but they're not a condition of your statutory rights.

We'll review the problem and arrange an appropriate resolution in line with your statutory rights. Depending on the circumstances, this may include a replacement, repair where appropriate, price reduction or refund.

Under the Consumer Rights Act 2015, you may have a short-term right to reject goods that don't conform to the contract, generally within 30 days of delivery. Other remedies may apply after this period.

Where safe and appropriate, please keep the affected product and its packaging until we've had an opportunity to review the issue. Please don't consume any product you believe may be unsafe.

Refunds

Where a refund is due, we'll normally issue it to the original payment method unless we agree otherwise with you.

We'll process refunds within the time required by applicable consumer law.

For a statutory cancellation, this is generally within 14 days of the relevant event set out in the Consumer Contracts Regulations 2013. For faulty or non-conforming goods, the applicable statutory deadlines and procedures will apply.

The time taken for funds to appear in your account will depend on your bank, card issuer or payment provider.

If we cannot fulfil an order after taking payment, we'll arrange a refund for the amount paid.

Promotions and Discount Codes

From time to time, we may offer promotions, special offers or discount codes.

These may be subject to additional terms, including expiry dates, minimum order values, eligible products or restrictions on use. Any specific conditions will be made clear when the promotion is advertised or at checkout.

Unless otherwise stated, discount codes cannot be combined with other offers, exchanged for cash or applied retrospectively to an order already placed.

We reserve the right to withdraw or amend promotions where permitted by law. Any changes won't affect orders already accepted.

Our Responsibility

We're responsible for losses you suffer that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We're not responsible for losses that aren't foreseeable or aren't caused by our breach, subject to your statutory rights.

We don't exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in these terms excludes or limits your rights under the Consumer Rights Act 2015 or any other applicable consumer protection law.

Complaints and Governing Law

We always want you to have a positive experience with Joypots.

If you have a question, concern or complaint about your order, please contact us at joy@joypots.com or call 0203 935 7350.

Please include your order number where relevant so we can help you as quickly as possible.

We'll do our best to investigate your concern and work towards a fair and reasonable resolution.

These Terms & Conditions of Sale are governed by the laws of England and Wales. If you're a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory consumer protection rights that apply where you live.

Nothing in these terms affects your statutory consumer rights.

Thank you for choosing Joypots!