Frequently Asked Questions (FAQ)
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1. Shipping Information
Q: What shipping methods do you offer?
A: We offer standard shipping within the United Kingdom. All orders are processed and shipped via trusted courier services to ensure timely delivery.
For more details on our shipping policy, please visit Shipping Policy.
Q: How long will it take to receive my order?
A: Orders take 1 to 2 days to be processed, plus the delivery days (3 to 5 business days). Please note that orders are processed only from Monday to Friday and will not be processed or shipped on Weekends or any holidays.
For more details on shipping, you can visit Shipping Policy.
Q: Can I track my order?
A: Yes, you will receive a tracking number via email once your order has been shipped. You can also track your order through our Order Tracking Page on our website here: Track My Order.
Q: Do you offer international shipping?
A: Currently, we only ship within the United Kingdom. We hope to expand our shipping options in the future, so please stay tuned for updates.
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2. Return and Refund Policy
Q: What is your return policy?
A: We accept returns for unworn, unused, and undamaged items within 30 days of receiving your order. The returned items must be in their original packaging with all tags still attached.
Q: How do I return an item?
A: To return an item, please contact our customer service team to start the return process. We will provide you with return instructions and a return label.
Q: Do I need to pay for return shipping?
A: Yes, customers are responsible for return shipping unless the item is defective or incorrect. In such cases, we will cover the return shipping costs.
Q: How long will it take to get a refund?
A: Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method.
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3. Product Information
Q: Are the shoes made from real leather?
A: All of our shoes are made from synthetic leather or polyester, ensuring comfort and sustainability.
Q: Are the handbags made from real leather?
A: All of our handbags are made from synthetic leather. We ensure that all products are of high quality and durability.
Q: Can I find matching shoes and handbags?
A: Yes! We offer curated sets and recommendations on our website, where you can find shoes and handbags that pair well together. Feel free to browse our collection to find stylish combinations.
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4. Contact Us
Q: How can I contact customer service?
A: You can reach our customer service team via email at contact@jouva.store. We aim to respond to all inquiries within 24 hours.
Customers can also contact us via phone at +44 74 04 81 59 95 if they have an urgent question or need immediate assistance.
Q: Can I call customer service?
A: Yes, we also support phone communication. You can reach us at +44 74 04 81 59 95, or email us at contact@jouva.store
Q: What should I do if I have an issue with my order?
A: If you encounter any issues with your order, such as receiving the wrong item or a damaged product, please contact us immediately. We will resolve the issue by either processing a return, exchange, or refund as needed.
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Contact & Company Information
For any questions or support regarding your orders, feel free to reach out to us. We’re here to help you and ensure the best shopping experience.
Customer Service:
• Email: contact@jouva.store
• Phone: +44 74 04 81 59 95
• Contact Page: Available for more ways to get in touch
• Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT)
Company Details:
• Company Name: THE LASH GIRL SHOP LTD
• Company Registration Number: 15482035
• Registered Address: Unit 1, Cross Crown Street, Cleckheaton, BD19 3HW, United Kingdom.