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> Ordering > Payment > Delivery and Shipping > Cancellation of Orders > Returns and Refunds > Privacy and Security Policy > Contact Us

> Ordering

How do I place an order online?
Ordering is easy and convenient! Simply select your favorite items, add them to your shopping cart and click "check out" for your order total. Within seconds you will be asked to chose your preferable payment option.

Can I place orders by phone?
We accept phone orders at +44 20 7193 6267. Our customer-care consultants are available Monday through Friday 9am to 8pm GMT to answer your questions.

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> Payment

What are my payment options?
Payment is due with order. Orders can be placed online either by Pay Pal or credit card (all major cards accepted: Visa, MasterCard, American Express, Maestro, Switch or Solo). If you'd like to pay by cheque, your order must be placed by phone. After your order is placed, please send your cheque (payable to Stone House Europe Ltd) to:

Stone House Europe Ltd trading as Joanna Lark
89 C, Streatham Hill
SW2 4UD
London UK

Please note that all orders by check or money order will be shipped upon receipt of payment.

Do you charge VAT?
The price of the goods shall be that stipulated on the website. The price is inclusive of VAT.

Will I get an email confirmation after I place my order?
Yes, you will immediately receive an email confirmation of your order.

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> Delivery and Shipping

How is the shipping calculated?
We offer our customers free worldwide shipping, no matter the size of your order.

How long will it take for the goods to be delivered?
All items in stock (See our Next Day Dispatch section) will be dispatched from London within 24 hours ordering. Regular orders will normally be completed within 3-4 weeks, as we need to order the goods and deliver it from Poland. During busy periods, orders may take up to 6 weeks to dispatch.

What are the shipping options?
All the items to be delivered within UK will be shipped via Royal Mail 1st Class Recorded.
Shipping abroad is completed via Royal Mail - Airmail Small Parcel. Upon special request we could also arrange a pick up from one of the monthly fetish markets we attend.

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> Cancellation of Orders

How do I make changes or cancel my order?
Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing. We strongly suggest you speak with a customer care representative at +44 20 7193 6267 or email joanna@joannalark.com as soon as possible with changes or cancellations so we can accommodate your request without any additional charges. If an order is in processing, no changes can be made. If you wish to cancel an order you must do so within 3 days of placing it.

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> Returns and Refunds

What is your return and exchange policy?
We offer our customers 100% Satisfaction Guarantee, as we are pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please follow these easy steps:

1 . Contact our customer-care consultants on +44 20 7193 6267 or email joanna@joannalark.com and describe the reason you want to issue a refund/exchange.

2. Pack the item and post it to the address below:
Joanna Lark Ltd
89 C, Streatham Hill
SW2 4UD
London UK

3. Make sure items are in their original packaging, and are appropriately secured within the shipping box.

Please take note: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.


How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.


What if I received my order, but some items are damaged?
Please inspect all items carefully when you receive your order. If there are any damage, please call our customer-care department at +44 20 7193 6267 or email to joanna@joannalark.com at your earliest convenience, but no later than 7 days after the package was delivered. A customer-care specialist will help you file a claim with Royal Mail if needed.

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> Privacy and Security Policy

How secure is this store?
This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

What is your privacy policy?
Our privacy policy is very simple. Joanna Lark does not collect information about visitors to our site. When a customer buys one of our products, the transaction is handled by Paypal. We only receive the shipping information that the customer provides through Paypal. We use this information only to print shipping labels. We do not store the information. We record the sale, but we do not record information about the buyer. We have no data to steal…or subpoena.


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> Contact Us

If you have any questions and would like to speak with a customer-care representative, you can
contact us by:

Phone: We're here Monday through Friday 9am to 8pm GMT to serve you. Call us anytime during normal business hours, at +44 20 7193 6267 or +44 7939 008838.

Email: Contact us at joanna@joannalark.com or click here to ask a question, make a suggestion or get any assistance you may need. Most emails are answered within 24 hours. Please note that weekend email responses may be delayed.

Live Chat: Chat with us live by clicking on the "Live Chat" button in the top right corner of this page. Live chat is also available Monday through Friday 9am to 8pm GMT.

Mail:
Attn: Customer Service Manager
Joanna Lark Ltd
89 C, Streatham Hill
SW2 4UD
London UK


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