General terms & conditions
Shipping & returns
You can call us at 812-550-9022 from 9 am - 3pm CST or e-mail us at firstname.lastname@example.org
DO YOU HAVE A STORE LOCATION?
Yes, we have one store location for JOELLE + CO and another opening in Spring 2020. Please visit our Contact Us page for store locations, phone numbers, and addresses.
WHO DO YOU SHIP THROUGH?
All standard shipping orders are shipped through the USPS and your order can be tracked at www.usps.com. When your order has been shipped, you will receive a Shipping Confirmation e-mail with a tracking number and link for your records. We also offer shipping through UPS.
DO YOU OFFER EXPEDITED SHIPPING?
We offer several other shipping methods via USPS, Fedex, UPS, and DHL. Those rates are calculated at checkout and rates depend on your location and weight.
WHEN WILL MY ORDER SHIP?
Most orders are processed and shipped out within 1-3 business days.
WHEN WILL MY IN-STORE PICK UP BE READY?
Please allow up to 7 days for your order to be ready for pick up in-store.
WHAT IS YOUR RETURN POLICY?
To see our full return policy, please click here.
CAN I CHANGE MY ORDER?
If your item is still "Processing" you may call our Customer Service to attempt to change an item in your order. Based on selection and availability, an exchange may not be possible. Once your order's status is changed to "Complete" we can no longer change it.
THE ORDER I RECEIVED IS INCORRECT.
If you received an incorrect item from your order, please call or e-mail us at email@example.com with your Name, Order #, and a description of the situation. We are happy to help and make this mistake correct.
I RECEIVED A DAMAGED ITEM.
We try to carefully inspect every item before shipment, but if you believe the item you received is damaged, please e-mail us at firstname.lastname@example.org with your Name, Order #, and a photo of the damage along with a photo of the original tags attached within 3 business days of receipt. We will be happy to assist in this situation and correct any mistakes.
HOW DO I RETURN MY ITEMS?
We do not need to be notified of any return(s) prior to you sending them to us. Returns must be received by our shipping department within 14 days of your order shipped date. All items in the return must adhere to our FULL return policy and be received in original, unused condition with all original tags ATTACHED and the original invoice or a copy of the invoice with the return form. If you can't locate the original invoice, please print and include a copy of the order confirmation e-mailed to you. Returns received without the original invoice and return form will be delayed in receiving a refund.
If you are wanting a Return Label provided & deducted from your return, please e-mail us with your return request at email@example.com, and include your Order # and the item/s you are wanting to return. Please allow 24-48 hours for a response with your return request and label.
WHEN WILL I GET MY REFUND?
Once your item/s are received and everything is correctly returned, we will issue a refund within 5 business days. Our website operating hours are Monday - Friday 9 am - 3 pm EST.
WILL I BE NOTIFIED WHEN MY REFUND IS ISSUED?
Of course! We wouldn't leave you hanging like that. Once your refund is issued, you will receive an e-mail notification from us to the e-mail address attached to the original order. Refund's are issued within 5 business days of receiving the item/s and insuring they fall under our Return Policy.
WHY DIDN'T I RECEIVE A REFUND?
Unfortunately, if you sent back item/s that don't adhere to our Return Policy they will not be accepted for a refund. Also, any items noted as FINAL SALE, items without tags, damaged items, accessories & jewelry, and items that are 30% off or more are not eligible for return and will not be accepted for return.
WHY DIDN'T MY SHIPPING GET RETURNED TO MY ORIGINAL PAYMENT METHOD?
Shipping rates are non-refundable and are not included in your refund.
Please see our full RETURN POLICY here.