Customer Care



How do I place an order online?
Ordering is easy and convenient! Simply select your favourite items and add them to your shopping cart. You will be asked to choose your preferable payment option. 'Standard Checkout' allows you to create an account with JL, and PayPal Express Checkout will take you through the payment process within a few seconds without creating an account. 

Can I place orders by phone?

We do not accept payments over the phone, however you can reserve your items at +44 208 123 3776 or +44 7939 008 838 Monday through Saturday 1pm to 9pm GMT and later complete the payment online or by posting a cheque/postal order.



What are my payment options?

Payment is due with order. Orders can be placed online either by PayPal or credit card (all major cards accepted: Visa, MasterCard, 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 Joanna Lark Ltd) to:

Joanna Lark Ltd
89 C, Streatham Hill
London UK

Please note that all orders by cheque 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. Sometimes it's worth checking your spam box if nothing appears after a while, emails from JL get filtered quite often due to the adult content of our website.


Delivery and Shipping

How is the shipping calculated?

We offer our customers free worldwide shipping, no matter the size of your order. Free shipping applies for regular Royal Mail postage. If you require a special courier; ie DHL, UPS etc, or express delivery, costs will be calculated and applied.

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 from ordering, unless placed at weekend or between Xmas and New Year. Regular orders will normally be completed within 3-4 weeks, as we need to order the goods and deliver it from Poland, Netherlands and Spain. 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 2nd Class Recorded.
Shipping abroad is completed via Royal Mail - Airmail Small Parcel or International Signed For.

You can request faster method when it is possible, but these shipping fees will be added to your bill.


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 +44 208 123 3776 or email as soon as possible with changes or cancellations so we can accommodate your request. 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.


Returns and Refunds

What is your return and exchange policy?

We offer our customers a 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 +44 208 123 3776 or email 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
London UK

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

If you are shipping your item from outside the EU, the package must be clearly marked with the following statement:


Please take note: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and non-returnable 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 can not be responsible for damaged or lost return packages. Please DON'T USE FEDEX to ship the goods back to us.

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 your item(s) is damaged, please call us on +44 208 123 3776 / 07939008838 or email to 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.


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). The same applies to our Cardstream Payment Gateway.

What is your privacy policy?
Our privacy policy is very simple. Joanna Lark does not collect financial 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 do not store the information. We record the sale, but we do not record banking information about the buyer. We have no data to steal…or subpoena.


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

We're here Monday through Saturday, 1pm to 9pm GMT to help you. Call us on: +44 208 123 3776 or +44 7939 008838.

Email: Contact us at Most emails are answered within 24 hours. Please note that weekend email responses may be delayed.

Joanna Lark Ltd
89 C, Streatham Hill
London UK


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