Return Policy

At Jola Collection, we are committed to your satisfaction and stand behind the quality and integrity of our products. If you are not entirely happy with your purchase, we’re here to help.

1. Eligibility for Returns

• Timeframe: Items may be returned within 14 days of delivery.

• Condition: Products must be unused, in original packaging, and in resalable condition.

• Exclusions: Custom orders, consulting services, and digital products are non-returnable.

2. Exchanges

• We offer exchanges for eligible items if you prefer a different product or variant.

• Exchange requests must be made within the 14-day return window.

3. Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection.

• Approved refunds will be processed to your original payment method within 7 business days.

4.Return Shipping

• Customers are responsible for return shipping costs unless the item was defective or incorrect.

• We recommend using a trackable shipping service.

5.How to Initiate a Return

1. Email us at joey@jolatrade.co.za with your order number and reason for return.

2. We’ll provide return instructions and a shipping address.

3. Package your item securely and send it back within 5 days of receiving instructions.

6.Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with photos and details. We’ll prioritize a replacement or refund.

Shipping Policy

1. Delivery Areas

Jola Collection ships nationwide across South Africa. We deliver to all major cities, towns, and rural areas through trusted courier partners.

If you are unsure whether your area is covered, please contact us and we will confirm delivery availability.

2. Production & Lead Times

All Jola Collection items are custom‑made and handcrafted. This means production times may vary depending on the item and the complexity of your order.

Standard lead times:

• Custom Curtains & Soft Furnishings: 10–21 working days

• Table Linen & Smaller Items: 5–10 working days

• Large or Specialised Orders: Lead time will be confirmed individually

We will keep you updated throughout the production process.

3. Shipping & Courier Timeframes

Once your order is completed, it will be dispatched via our courier partners.

Courier delivery times:

• Major cities: 2–4 working days

• Towns & regional areas: 3–5 working days

• Outlying / rural areas: 5–7 working days

Delivery times may vary due to courier schedules, weather, or seasonal demand.

4. Shipping Fees

Shipping fees are calculated at checkout based on:

• Your delivery address

• The size and weight of your order

We aim to keep courier costs as affordable as possible. Free delivery promotions may apply from time to time.

5. Order Tracking

Once your order has been dispatched, you will receive:

• A tracking number

• A courier link to follow your parcel’s progress

If you need assistance tracking your order, our team is always available to help.

6. Delivery Address Requirements

Please ensure your delivery address is:

• Accurate and complete

• Accessible to courier drivers

• Includes a contact number for delivery coordination

Jola Collection is not responsible for delays caused by incorrect or incomplete addresses.

7. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please notify us within 48 hours with:

• Your order number

• Photos of the item and packaging

• A brief description of the issue

We will resolve the matter promptly through repair, replacement, or refund depending on the situation.

8. Lost or Delayed Parcels

If your parcel is delayed or appears lost:

• We will contact the courier on your behalf

• We will provide updates until the issue is resolved

• If a parcel is confirmed lost, we will remake and resend your order at no cost to you

9. International Shipping

International shipping is available on request. Please contact us directly for a custom quotation.