Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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’ll also need the receipt or proof of purchase.

To start a return, you can contact us at it@joelle.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at it@joelle.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at it@joelle.com.

DELIVERY

We deliver to WORLDWIDE. Costs, dispatching costs, and expected conveyance will be shown before you submit a request at our site.

RETURN POLICY

Due to the sensitivity of the nature of contact lenses, there are no returns or exchanges for any purchased items. Therefore, we encourage you to double check the details before the decision to purchase is made. All sales are final and we have no-return, no-refund policy.

However, if there are any discrepancies between your order and the lenses delivered to you, these changes will be provided at no charge.

All of our lenses have a warranty for any manufacturer defects for up to one month from the date of purchase, which does not include accidental damage from, for example, dropping or losing your lenses.

SHIPPING

Order Processing times:

Within 2-7 working days depends on the location of the order deliver. Order Processing Duration may also be extended during holidays, launches/re-stocks and promotions.
We will notify our customers by the email provided while confirming the order, as soon as your order ships or if we foresee any issues with fulfilling your order.
You can cancel for a full refund. You can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.

*Working days do not include weekends or Public holidays of UAE or Middle East.

Multiple transactions may result in multiple postings to the cardholder’s monthly statement.
All of our orders are shipped from UAE.

Important notice to Delivery location outside UAE
Country specific customs duties and taxes are not included and would have to be paid separately by the customer. Customers are liable to pay inbound duties and taxes in accordance with the customs laws and regulations of the customer’s country.

These charges are prepaid by our delivery partner and you need to pay them upon delivery.

Customs duties are implied as follows:

Destination Charges

  • UAE
    • 5% VAT  is Inclusive of the Item Sales Price
    • Free Shipping within the UAE.
  • Saudi Arabia
    • 15% Local Tax + Admin Fees will be inclusive of Item Sales Price
    • Customs Duties and If any Local charges will be paid by the customer
    • Free Shipping Charges above SAR 500 Purchase.
  • Other Countries
    • Customs Duties, Local Tax and if any Admin Fees will be paid by the customer
    • Free Shipping Charges above AED 500 Purchase.

Delivery schedule:
Delivery of the orders are within 2 to 7 days.

FREE SHIPPING:
All domestic orders are eligible for free delivery ( inside UAE )
We provide shipping worldwide partnered with UPS courier service.