I’M NOT SURE WHAT SIZE I AM, CAN YOU HELP?
We know shopping online can be tricky so we are here to help! You can check our sizing guide here. If you still aren’t sure about fit or sizing, we will go the extra mile to offer advice, measurements or photos, just email us at customercare@joaen.com.au
WHERE DO YOU SHIP?
We ship to any country that accepts DHL Express, AUSPost or Fedex shipments. Check your country's requirements at any of these courier services.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We offer a range of delivery services.
For orders within Australia:
- Standard shipping $12.00 | 3-5 business days
- Express shipping $15.00 | 1-3 business days
- Free Express Shipping for orders +$350.00
New Zealand shipping $35.00 | 3-7 business days
International shipping $55.00 | 4-10 business days
For any further questions, please email our team at customercare@joaen.com.au
CAN I RETURN SOMETHING FOR A REFUND?
We will do our utmost to ensure that you are happy with your purchase. If we can assist you prior to you making a purchase, please get in contact with our customer team at customercare@joaen.com.au
If you are unhappy with your purchase, you are welcome to return your items for a store credit as we do not refund for change of mind or incorrect sizing. If you purchased your items using a discount code, your store credit will be the final amount you paid for that item (minus the discount). Store credits expire within 12 months and can be used on any item/s on our website.
For further details on our returns policy, please read more here
I CAN’T SEE THE ITEM I’M LOOKING FOR. DO YOU HAVE IT IN STOCK?
We are always happy to help you find a JOAEN piece you’re searching for! Contact us on general@joaen.com.au
CAN I COME IN TO TRY THINGS ON?
At the moment we are just a small label and online! But we are working to find some beautiful boutiques to stock us. Sometimes we will also host trunkshows all over AUS and NZ. Make sure to sign up to our emailing list to stay up to date on all fun JOAEN announcements.
I HAVE ANOTHER QUESTION...
We'd love to hear it! Send us an mail at general@joaen.com.au and will get back to you as soon as we can!
WHAT IS YOUR ONLINE RETURNS POLICY?
Items must be sent back to us within 30 days of purchase in order to be eligible for a return/exchange.
You will need to cover the cost of postage to return the item to us if electing for a store credit or exchange. Once your return is received, processing time can take 3-4 business days. If electing for an exchange, we will cover the cost of postage to send the exchanged item back to you.
If you have requested an exchange and the item that you want to exchange for is in stock, we will use best endeavours to ensure that the relevant item is put on hold until the return is received. If the item being returned for an exchange is not in stock, Joaen will issue a credit note.
If you have purchased your item through Afterpay, once we receive your return, you will be issued with a store credit for the final price of the item/s. The Afterpay instalments will continue to be captured until the order has been paid in full.
ARRANGE A RETURN
To submit a return for a store credit or an exchange, please email returns@joaen.com.au
Please indicate if you are electing for a store credit or an exchange. All returns are issued with a store credit or an exchange (as applicable) provided that the items are in line with our Returns Policy.
GIFT CARDS POLICY
Gift Cards are valid for 36 months and any remaining balance cannot be used after the expiry date. Gift cards cannot be used to purchase further gift cards
HOW DO I REDEEM MY GIFT CARD?
Simply type or copy/paste the code into the discount box when you reach the checkout.
WHAT PAYMENT OPTIONS DO YOU HAVE?
We accept payments from Afterpay, Klarna, ZIP & PayPal.
We also accept Visa, Mastercard, Amex, Eftpos, as well as Apple Pay, and JOAEN Gift Cards.
We take payments in a range of currencies. See the Currencies tab at the bottom of our webpage.