Refund policy for StockingJoy
Gifts do not always land as planned. This page explains what you can send back, by when, and how you are refunded. It sits on top of your statutory rights, which it never reduces.
1. Your statutory right to cancel — 14 days
You may cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The details, and the items this right does not cover, are on our Right to cancel page.
2. Our 30-day returns policy
We go further than the law: you have 30 days from delivery to return an item you have changed your mind about, provided it is unused, in the condition you received it and in its original packaging. This is a commercial policy, in addition to your statutory rights.
If an item that cannot be returned for hygiene reasons once opened (see section 4) has genuinely disappointed you, write to us within the same 30 days and explain what is wrong. We look at every request individually and, where it is justified, offer an exchange or a refund. Opened items that come back to us are never resold. This does not cover an item deliberately damaged, nor an order placed with the intention of returning it.
3. Faulty, damaged or wrong items
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If an item is faulty, damaged in transit or not what you ordered — including a mistake we made in a personalisation — you have 30 days from delivery to reject it for a full refund, and up to 6 months to ask for a repair or replacement. We pay the return postage, or we may not ask for the item back at all. Please email us a photo with your order number.
4. What cannot be returned
Unless it is faulty or not as described, the following cannot be returned:
- Personalised items — anything printed, embroidered or engraved with a name, a date, a message or any other detail you chose, and anything made to your specification. These are made for you alone and cannot be resold (regulation 28(1)(b) of the Consumer Contracts Regulations 2013).
- Hygiene items, once unsealed — sealed items which cannot be returned for health-protection or hygiene reasons once their seal or protective packaging has been opened after delivery (regulation 28(1)(c) of the Consumer Contracts Regulations 2013). This applies to items such as cosmetics, bath and beauty products, lip products, nail products, socks, and earrings for pierced ears, when they are delivered in sealed or hygiene packaging and that packaging has been opened. These exclusions do not apply if the item is faulty, not as described or damaged in transit.
- Gift cards.
5. Returning a gift
If you received an item as a gift, you can return it under the same conditions using the order number, which the buyer can give you. The refund is always made to the original payment method, so it goes back to the buyer; if you would rather not involve them, ask us for an exchange instead.
6. How to return an item
- Email us first at help@stockingjoy.com with your order number and the items concerned. We reply with the return address and instructions. Please do not send a parcel without contacting us: we cannot trace a return we were not expecting.
- Send the item back within 14 days of telling us you want to return it.
- Pack it carefully, with proof of purchase. For items worth more than £50, we recommend a tracked or insured service.
7. Return postage
If you are returning an item because you changed your mind, you pay the return postage, and it is not refunded. If the item is faulty, damaged or wrong, we pay it.
8. Your refund
Once we have received your return, we email you to confirm. We refund you within 14 days of receiving the goods back — or, when you cancel under your statutory right, of receiving your proof of postage if that comes first. The refund goes to your original payment method and costs you nothing.
- When you cancel within the statutory 14 days, we also refund the standard delivery charge you paid (but not the extra cost of a faster delivery option if you chose one).
- We may reduce the refund if the item has lost value because it was handled more than needed to examine it, as you would in a shop.
- Items bought in a sale or with a discount code are refunded at the price you actually paid.
9. If your refund is late
Banks can take a few working days to show a refund. Check your statement, then your card provider. If it still has not arrived, email help@stockingjoy.com and we will look into it.
10. Exchanges
To exchange an item for another colour, size or design, email us first. The item must be unused and in its original packaging. If the new item costs more, we ask you to pay the difference; if it costs less, we refund it.
Our details
Bfp Swiss Sàrl, trading as StockingJoy
Rue du Puits du Géant 1a
1950 Sion
Switzerland
help@stockingjoy.com
Last updated: 18 October 2026.