FAQs and Support

We endeavor to make your transaction easy and effortless, but we are realistic and acknowledge that occasionally problems will occur.

Before contacting our support staff, please check our FAQs: we hope we have already provided the answers to most problems that may arise. Our support staff will endeavor to reply to all questions and queries within 24 hours. 


Where is my order?

You will receive an email, together with a tracking number, notifying you that orders have been shipped. This will enable you to track your order.

What is my tracking number?

Tracking will be available 3-7 days after making your order. If 7 days have passed and you still don't have a tracking code, you can contact support (or just wait until 14 days have passed). Some orders do not have a tracking code. 


Order Amendments/Change of Shipping Address

If you need to edit your order at all, you must contact us within 3 to 6 hours, so we can make changes.

We are able to change:

  • Items in your order
  • Your address
  • Your name/email 

Cancellations
Please contact us immediately (within 3 hours) if you would like to cancel. We are unable to cancel your order if our logistics service has already begun processing your order or if it has already been shipped. 

Your refund for a cancelled order will take 2-9 working days depending on your payment method. Paypal is instant whereas credit card/debit card buyers may have to wait a little longer - we would encourage you to choose something else from our store instead, and let us know.

You can contact us using the information at the bottom of this page. 


Missing Items

We send different items in different packages, this speeds things up. Don’t be alarmed when you have missing items. These items will come in more packages within the usual shipping time frame. 

Item arrived damaged
Around 1 in 1000 items do arrive damaged due to some postage companies not treating our parcels well. If your item has arrived damaged, we would like to apologize.

Please contact us using the email at the bottom of this page and include the following:

  • Your order number
  • A picture of your damaged product

Once we have this information, we will be able to send out a replacement, free of charge.


Contacting us

Thanks for reading our FAQs. We really appreciate it, really!

Now, to contact us, please send an email to:

support@joan-online-store.com