We hope you will find the answer you require here but if you still cannot find the answer to your question, please contact us.
Can I amend my order once placed?
Once your order has been placed, we usually start processing it immediately so it’s not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you to return your order once you have received it.
Do you ever run out of popular product lines?
Occasionally Yes. In the unlikely event that an item is not in stock, we will contact you within 72 hours of the receipt of your order. You will have the option of canceling or continuing with the remainder of the order. If you would like to be emailed when a particular product comes back into stock, please contact us with the product details.
Where is my order?
When your order is dispatched, you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security
What are your delivery charges?
Please see our Delivery section for full details of Joveen delivery options and rates.
Where do you deliver to?
We deliver to the UK, Europe, and internationally. For a full list of countries please visit our delivery section. If you want to enquire about a specific location, please reach out to our Customer Service Team.
At busy times orders may take 2-3 days to be dispatched. The majority of orders are received within 2-3 business days after dispatch. As we cannot guarantee the speed of the postal service, please allow up to 8 business days for Royal Mail Tracked Delivery, 12 business days for Western Europe, and 20 business days for the Rest of The World.
Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Will I have to sign for my delivery?
Depending on the delivery location and the service used, you may be asked to sign for your order. If you are not present, the courier may attempt the delivery on the next working day. If that’s still not possible, you will be contacted and asked to arrange a re-delivery.
Can someone else sign for my delivery?
Yes, our couriers require that someone at the delivery address signs the order. It doesn’t necessarily have to be the customer addressee.
Can you leave the delivery at an agreed hiding place?
Yes, following your instructions, the courier can deliver your order to a safe place if the order doesn’t have to be signed for.
What payment methods do you accept?
We accept VISA, Mastercard, Amex, Maestro, and PayPal.
What currency do you use?
All our prices are shown in Pound Sterling. When you pay with a card issued by a country not using Pound Sterling, your total will automatically be converted to your local currency by our payments processing bank at the currency exchange on the day of your order.
Please note: We have no control over taxes and fees on orders sent outside of the UK.
Please contact your local customs office for details of any possible charges prior to placing your order.
Returns & Exchanges
Can I return the goods I have received?
Joveen will offer a refund on unopened items returned to us within 28 days of receipt provided they are in their original resalable condition. Simply return the item/s to Joveen in its original condition within 28 days of receipt following our Returns procedure.
NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as mascaras, eyeliners, lip balms, lip glosses, deodorants, and products for intimate use are non-returnable unless they remain sealed or are faulty. contact us for a full list of excluded items.
What if I want to cancel my order?
Under the distance selling regulations, you have the right to cancel your order within 7 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened, and unused condition. For further details of how to cancel your order or return the merchandise please see our Returns section.
How do I return my goods?
The procedure for returning goods to us is straightforward and is clearly explained in our returns policy. Please see our Returns section and our terms and conditions page for full details.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item/s free of charge.
There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect, or missing, please contact the customer service team immediately. Quote your order number, your name and order number, details of the problem, and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.
Can I exchange an item?
Currently, we do not offer product exchanges. Should you wish to return an item, contact us to request your Returns Merchandise Authorization (RMA) number and follow our Returns procedure. A separate order should be placed for the product you wish to purchase.
How long will it take to receive my refund?
Your payment for the goods will be refunded by Joveen as soon as possible by the original or agreed on the payment method, no later than 14 working days after we have received the goods.
I have been refunded the wrong amount.
If you think you have been refunded the wrong amount, please contact us quoting your order number and the required refund amount. Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charge. If a discount or gift voucher was applied to your original order, and the refund of a returned item means that the original discount or gift voucher would no longer apply, the amount refunded will be adjusted to reflect this.
Skin Allergies &Sensitivities
How do I carry out a patch test?
The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness, or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.
What if I have an allergic reaction to a product?
If you have carried out a patch test, as explained in how I carry out a patch test, and have experienced an allergic reaction, please do not use the product under any circumstances and consult your physician immediately.
Can I use Joveen products offered on the website if I am pregnant?
Some of our products contain essential oils which would not be suitable during pregnancy or whilst breastfeeding.
We recommend you consult your physician for specific advice.
I’m having trouble with my basket.
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How can I contact you?
Please contact us for all inquiries. We aim to reply to emails within 24 hours (working days) however this may take longer during busy periods.