How long do I have to return an order?
You have 30 days from the date your order was delivered to return it for a refund.
To be eligible for a return, your item must be in the same condition that you received it, unused, with labels / tags, and in its original packaging. You’ll also need your order number or proof of purchase.
How do I initiate a return?
Please contact us and we'll issue you with a return number and a return address. You'll need to include this number with your order. It is your responsibility to ensure that the parcel reaches our warehouse, so it's important that you use a tracked method wherever possible. If a parcel doesn't arrive at our warehouse, we regret that we won't be able to process a refund.
Do I have to pay for my return?
At present, we regret that we are unable to offer free returns unless a product has a manufacturer's fault or has arrived damaged.
If your product has arrived damaged or has a manufacturer's fault, please send details of the damage along with an image. We will investigate and initiate a refund.
Will my shipping fee be refunded?
Unless your item was faulty, all refunds will be initiated less the cost of (initial) postage. We will also not refund shipping costs associated with the return.
Refunds can take up to 14 calendar days to show on your account, depending on your bank. We will automatically issue your refund (less the cost of postage) to the payment method you used to purchase your original order.
How long does a refund take?
Refunds can take up to 14 calendar days to show on your account, depending on your bank. We will automatically issue your refund to the payment method you used to purchase your original order.
Klarna
Did you pay with Klarna? Klarna handles the refund process. This should take up to 12 business days once we’ve processed your return at the warehouse.
If you didn’t pay anything yet, visit the Klarna Portal. Select your The Journal Shop order and indicate what you’ve returned. Klarna will temporarily pause your payment until the return has been processed and will send you a new invoice if you still have an open payment. If you receive a payment reminder while the return is in progress, please contact Klarna directly.
How should I send my return?
Packaging your return
If you have items from more than one order that you'd like to return, you can send them back in the same parcel. Just make sure to let us know when you are requesting a return and we will issue you with the appropriate return number.
Please make sure that all items you have selected to return fit in one parcel. If all of the items don't fit into one parcel, you'll need to request a separate return and return your items in more than one parcel.
Please remember to package your order securely so that it is not damaged in transit. It's important to use the correct packaging for different products, for example, heavier notebooks must be sent back in a box while pens can be returned in a padded envelope.
Tracked Delivery
It is advisable to return your order using a tracked method of delivery. We regret that we cannot refund lost returns.
Customs has returned my order — what happens next?
Customs will not deliver a parcel if they have attempted to contact you about a customs fee and have not received a response. Customs and import duties are charged as your parcel reaches its destination country — The Journal Shop has no control over these charges and we cannot tell you what the cost will be.
If you do not pay the customs fee or engage with customs, the parcel will be returned back to us. Upon receipt, our warehouse will inspect the goods and we will initiate a refund.
The refund will be processed minus the initial cost of shipping associated with the order.
My order has gone to the wrong address — what happens next?
At the point of checkout, you will need to make sure that your address is correct including the door number, street number and postcode. Our system will not correct or update an address and this must be input manually.
If you opt to use Shop Pay, PayPal or any similar app, please ensure that any old addresses are not saved as a default address and if they are, please manually amend the address before you checkout.
We will not be able to re-send, replace or refund any orders which fail to arrive owing to an incomplete, incorrect or a different address to your intended address.
If you wish to receive the order again, you must place a new order to the correct address.
Royal Mail / Courier has sent it to the wrong address
If your order has arrived at the wrong address despite your address being correct and complete, please reach out to us.
Can I exchange an order?
We’re do not offer exchanges on any products. All returned items will be refunded once they've been inspected by our warehouse. If you need a different product, size or colour of an item, then you'll need to place a new order.
Can I return a gift card?
Gift Cards
Unfortunately, we cannot accept returns (or exchanges) on gift cards.
Can I return an inked fountain pen?
If you have inked a fountain pen and you would like to return it, we request that you reach out and discuss this with us first. The general policy is that if a pen has been inked, we cannot accept it back for a refund or an exchange. However, we recognise that there are exceptions and we are always open to considering each request on a case by case basis.
I have a question that hasn't been answered here
Please contact us and we'll do our very best to help.
