Return and Shipping Policy

Cancellation of Orders

We are sorry, but we do not accept cancellations for any reason once you place an order on our website. Please check your details carefully before you proceed with the checkout.

 

Returns

We ensure the best quality of the items and do a final quality check before shipment. But if you are not entirely satisfied with your purchase, we gladly accept a return for a refund or an exchange. You have 7 (seven) days after receiving your item to request a return. We cannot receive a return request after 7 (seven) days of receipt.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt (proof of purchase) and an applicable order number. For Customers (Buyers) who are not in possession of the original packaging, there is a 20% service fee. Any items that are not returned in their original condition (are used / improperly handled / damaged due to improper care) will not be eligible to be returned.

Please note that the Customer (Buyer) is responsible for return shipping and reshipment costs for an exchange order. We are not responsible for the order returned to Sender for any reason. If the order is returned to Sender, we can reship the package with additional shipment cost.

To start a return, you can contact us at support@joyhouseofseratku.com with the order number in the subject line of your email. We will respond with instructions on how to return your order within 1 – 2 business days. We will not provide a return label. Items sent back to us without first requesting a return; will not be accepted. Please write down the shipping number so you can always track your package and email us the shipping number.

 

Exceptions / non-returnable items

We cannot accept returns for:   

1. Personalized or custom item.
2. Sale items.
3. Insignificant differences. Please kindly note that our products are handmade. Thus, every product is unique (it cannot be 100% perfect like a machine-made product). There will be minor differences between one another.
4. Gift cards.

 

Refunds

Once all items are received and returned in good condition. You will receive a refund on your original payment method.

Please note that there will be a full refund minus the original shipping cost paid and up to 25% restocking and handling fees. We reserve the right to determine the fee amount.

Please remember it can take some time for your bank or credit card company to process and post the refund. It can take up to 14 business days for us to process the return. We hope we can process the refund faster.

 

Damages and Issues

If you have received a damaged or defective item, you do not have to return it to us. Except for certain conditions, for example, the item price is much higher than the return shipping cost. Instead, you should send an email to our support at support@joyhouseofseratku.com within 7 (seven) days after receiving your item(s) and explain the problem. We cannot process item replacement due to damages or defects after 7 (seven) days of receipt.

Please attach a few pictures and a short video showing the damage or defective as clearly as possible so it would help to demonstrate the problem for us.

When we have approved your reclamation (to determine whether it is a manufacturing defect or transport damage), we will send you the item replacement. If the item is out of stock, we will offer you to choose another item in the same price range as a replacement.

 

Exchange Orders

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

 

Shipping

Please note that your order will be shipped 2 – 4 business days after placing your order.

For made-to-order products, we need around 7 – 21 business days to produce since all of the product is made by hand with love. We will inform you in advance if the production time is longer due to materials availability and material the pre-production process. Please kindly read the product description for each detailed product information.

We don’t arrange shipments on weekends and public holidays.

The shipment usually takes 3 – 12 days (economy shipment) and 2 – 7 days (express shipment) to arrive to customer. Depending on your location.

Please kindly consider that international shipments may experience delays due to customs.

The international shipments may be subject to additional customs, duties, and fees. The Customer (Buyer) is solely responsible for all charges. These charges may vary from country to country.

For wholesale order, contact us at support@joyhouseofseratku.com. We will manage the best shipment for you.

Please let us know through an email at support@joyhouseofseratku.com if your country is not on the list of economy shipments.