We hope that the following helps answer your questions, but if it doesn't please drop us an email at hello@joannaemily.com and we will get back to you as soon as possible.
How do I place my order?
Once you have found what you are looking for you can add the item to your basket by clicking the green "add to cart" button located below the item price & quantity. A drop down will appear asking you whether you would like to checkout or continue shopping. If you are ready to checkout you can follow the link to your cart or click the cart button on the top right hand side of your browser. You will be directed to your cart and asked to fill in your details and delivery address. You can then select from the available postage options and pay using a debit or credit card. If you have a paypal account you can checkout quickly using your paypal account.
How can I remove an item from my basket?
To remove an item from your basket simply click into the field where it says "1" and change this to 0. When you then press the green "update basket" button on the right hand side you will then see that the item has been removed from your basket.
How do I add my personalisation?
If you have selected a personalised item you will be asked to add your personalisation at checkout before entering your delivery details etc.
Can I change my personalisation after I have placed my order?
If you would like to change your personalisation please email us within 1 hour of placing your order. After this time we may have begun work on your order and will then not be able to change your personalisation. If we notice what we think to be a spelling mistake we will get in touch to check this with you before proceeding to make your order.
How quickly can I expect to receive my order?
We make and send all orders within 1-2 working days. You then have a choice of three postage methods, 1st class or Express. More information about delivery can be found here.
Can I track my order?
Tracking is available on express and international tracked/signed delivery only. If your item has a tracking number we will email this to you once your order has been sent.
How much is postage?
We offer free UK delivery on all orders. You may upgrade your postage to express next day for £9. Information about international postage can be found here.
How do I use a discount code?
If you have a discount code you can use this at the checkout. After you have filled in your delivery details and before you proceed to pay you will see a box titled "using a coupon?" here you can enter your voucher code.
Will my items arrive gift wrapped?
All of our items arrive individually boxed ready for gift giving (or to keep for yourself!) If you would like us to include a gift note or blank gift tag please let us know by emailing us at hello@joannaemily.com
What if there is a problem with my order?
We do our very best to ensure that all of our products are beautifully made and that they arrive to you in perfect condition, if you feel that there is a problem with your order please let us know by emailing us at hello@joannaemily.com and we will work to resolve the problem as quickly as possible.
What if I change my mind?
We are happy to process refunds for non-personalised items which are returned to us with 28 days in perfect unworn condition. We will process refunds within 3 working days of receiving the unwanted item back. Unfortunately we are unable to refund personalised items, the exception to this being love letter necklaces (mini, gold & silver) and envelope cufflinks where we would be happy to refund your order minus £10 for envelope necklaces and cufflinks. Please get in touch with us at hello@joannaemily.com before returning your order so that we can confirm the amount we will be able to refund you before you commit to sending it back. Please note that it is your responsibility to cover the returns postage cost for unwanted items.
Somethings gone wrong with my order, how should I return it to you?
If there is a fault with your item please return it to us to the address below. We would be happy to refund you for your postage up to the value of 1st class signed for. Please don't send returns to us by special next day delivery.
Returns address:
Joanna Emily
18 Snapdragon Lane
Worthing
West Sussex
BN13 3GJ
Do you do bespoke designs?
Yes! We love designing bespoke pieces for customers, we are happy to create bespoke designs over our range of products, i.e. our cufflinks in your bespoke design. If you supply us with the image you would like to use (remember that you need to own the copyright for the image or it needs to be an out of copyright image) we charge an additional £5.00 artworking fee on top of the standard product prices. If you would like us to source the image for you the additional artworking fee is £10. Please do get in touch if you would like to discuss bespoke designs by emailing us at hello@joannaemily.com