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The Journal Shop Help Centre

Welcome to the TJS self-service Help Centre. Here you will be able to get answers to some of the most commonly asked questions we are asked. If you need further help we are only a chat message away.

The Journal Shop Customer Help Centre

All you need to do, is log in to your 'Account' and select the order you wish to track. If your order does not have a tracking number, please contact one of our agents who will be able to help you.

<div style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; transition: height 0.3s ease 0s; overflow: hidden; caret-color: rgb(25, 25, 25); color: rgb(25, 25, 25);"><div style="box-sizing: inherit; margin: 0px; padding: 0px 0px 20px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgba(25, 25, 25, 0.75); transform: translateY(0px); transition: transform 0.3s ease-out 0s, opacity 0s ease 0s; opacity: 1;"><p style="box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;"><strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">Track your order All you need to do, is log in to your &apos;<a href="https://the-journal-shop-uk.myshopify.com/account/login" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px 0px 1px; border-bottom-style: solid; border-bottom-color: currentcolor; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgb(25, 25, 25); transition: color 0.1s ease 0s, border-color 0.1s ease 0s, opacity 0.1s ease 0s; -webkit-tap-highlight-color: transparent;" target="_blank" title="https://the-journal-shop-uk.myshopify.com/account/login">Account</a>&apos; and select the order you wish to track. If your order does not have a tracking number, please contact one of our agents who will be able to help you. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">Estimated delivery date Depending on the method of shipping you selected at checkout, your order might still be within its &apos;expected delivery window&apos;. Remember, unless you have selected an overnight service, delivery dates are an estimate so your order may arrive slightly before, on, or slightly after your estimated delivery date. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">I&apos;m still waiting for my order If your estimated delivery date has not elapsed, please allow a few extra days for your order to be delivered. This is especially important during busier periods like Christmas and seasonal sales. Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.<p style="box-sizing: inherit; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">If your order doesn&#x2019;t arrive, please let us know within 30 days of the date by which your order should have been delivered and we&#x2019;ll do our best to help you.</div></div>

Where’s my order?

How do I return a product I've changed my mind about?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

<p id="isPasted" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);"><strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">How do I return a product I&apos;ve changed my mind about? Please <a href="https://the-journal-shop-uk.myshopify.com/pages/contact-us" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px 0px 1px; border-bottom-style: solid; border-bottom-color: currentcolor; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgb(25, 25, 25); transition: color 0.1s ease 0s, border-color 0.1s ease 0s, opacity 0.1s ease 0s; -webkit-tap-highlight-color: transparent;" title="https://the-journal-shop-uk.myshopify.com/pages/contact-us">contact us</a> and we&apos;ll issue you with a <span style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: italic; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">return number&#xA0;and a <span style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: italic; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">return address. You&apos;ll need to include this number with your order. It is your responsibility to ensure that the parcel reaches our warehouse, so it&apos;s important that you use a tracked method wherever possible. If a parcel doesn&apos;t arrive at our warehouse, we regret that we won&apos;t be able to process a refund. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">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&apos;s fault or has arrived damaged. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;"> How long do I have to return? You have<strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">&#xA0;30 days from the date your order was delivered to return it for a refund. *All returns are subject to our original condition and fair use policies set out in our <a href="https://the-journal-shop-uk.myshopify.com/policies/refund-policy" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px 0px 1px; border-bottom-style: solid; border-bottom-color: currentcolor; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgb(25, 25, 25); transition: color 0.1s ease 0s, border-color 0.1s ease 0s, opacity 0.1s ease 0s; -webkit-tap-highlight-color: transparent;" title="https://the-journal-shop-uk.myshopify.com/policies/refund-policy">Returns Policy</a>. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">Packaging your return If you have items from more than one order that you&apos;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&apos;t fit into one parcel, you&apos;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&apos;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.<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);"><strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">Have you received my return? If you&apos;re returning items from the UK, it can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 days (excluding public holidays)&#xA0;for your order to reach the warehouse and be processed. We&apos;ll send you an email as soon as we&apos;ve completed your return.<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);"><strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">How long does a refund take? Refunds can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 working days to show on your account, depending on your payment provider. We will automatically issue your refund to the payment method you used to purchase your original order.

Returns and refunds

We’re no longer offering exchanges to our customers. All returned items will be refunded once they've been inspected by our warehouse team. If you need a different product, size or colour of an item, then you'll need to return the item received and p

<p id="isPasted" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">We&#x2019;re no longer offering exchanges to our customers. All returned items will be refunded once they&apos;ve been inspected by our warehouse team. If you need a different product, size or colour of an item, then you&apos;ll need to return the item received and place a new order.&#xA0;<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">&#x2022; You have <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">30 days from the date you receive your order to return it for a refund.<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">&#x2022; It can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 days&#xA0;for your order to reach the warehouse and be processed.<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">&#x2022; Refunds can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 working days to show on your account

Can I exchange an item for something else?

I've received a faulty itemWe're really sorry if you've received a faulty item and we'd like to sort this out for you. Please get in touch with our customer support team who will be happy to help you further. Please note that we are unable to send re

<p id="isPasted" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);"><strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">I&apos;ve received a faulty item We&apos;re really sorry if you&apos;ve received a faulty item and we&apos;d like to sort this out for you. Please <a href="https://the-journal-shop-uk.myshopify.com/pages/contact-us" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px 0px 1px; border-bottom-style: solid; border-bottom-color: currentcolor; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgb(25, 25, 25); transition: color 0.1s ease 0s, border-color 0.1s ease 0s, opacity 0.1s ease 0s; -webkit-tap-highlight-color: transparent;" title="https://the-journal-shop-uk.myshopify.com/pages/contact-us">get in touch</a> with our customer support team who will be happy to help you further.&#xA0;<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">Please note that we are unable to send replacements for faulty items. All items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">I&apos;m missing a product from my order. What do I do? We&apos;re very sorry that you&apos;re missing an item from your order and we&apos;d like to help you.&#xA0;<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">Before you contact us, it&apos;s worth checking the following: &#x2022; The item(s) you ordered may be out of stock. Please check your email to see if we&apos;ve sent you a message about this. It&apos;s worth checking your junk / spam folder too! &#x2022; If you&apos;ve placed multiple orders within a few days of each other and they&apos;re all being shipped to the same address, it might be that these orders have been split into separate deliveries and will be arriving on different days. Please check your account to see if your orders have different tracking numbers.&#xA0;<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">If you&apos;ve checked all of the above and you&apos;re still sure you have an item missing from your order, please let us know within 30 days of your order being delivered and we&apos;ll try our best to help you. <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">I&apos;ve received an incorrect item, what do I do? We&apos;re very sorry that this has happened and we&apos;d like to make sure this is resolved quickly.&#xA0;<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 1em; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">Please <a href="https://the-journal-shop-uk.myshopify.com/pages/contact-us" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px 0px 1px; border-bottom-style: solid; border-bottom-color: currentcolor; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline; color: rgb(25, 25, 25); transition: color 0.1s ease 0s, border-color 0.1s ease 0s, opacity 0.1s ease 0s; -webkit-tap-highlight-color: transparent;" target="_blank" title="https://the-journal-shop-uk.myshopify.com/pages/contact-us">reach out</a> to our customer support team and we will arrange for the incorrect item to be returned back to us. A refund will be processed back to your account and if you still want the order and your desired items are still in stock, please order them through our website as normal. &#x2022; It can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 days&#xA0;for your incorrect order to reach the warehouse and be processed.<p style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.3); box-sizing: inherit; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; padding: 0px; border: 0px; font-family: &quot;Avenir Next&quot;, sans-serif; font-size: 15px; font-stretch: inherit; line-height: inherit; vertical-align: baseline; caret-color: rgba(25, 25, 25, 0.75); color: rgba(25, 25, 25, 0.75);">&#x2022; Refunds can take <strong style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-family: inherit; font-size: inherit; font-style: inherit; font-variant-caps: inherit; font-stretch: inherit; line-height: inherit; vertical-align: baseline;">up to 10 working days to show on your account.

Get more information

Where’s my order?

Returns and refunds

Can I exchange an item for something else?

There’s an issue with my order

Get support