Refund policy

Return and Exchange Policy

As a micro-business of one person handling all aspects of the shop, unfortunately I cannot accept returns or exchanges. All sales are final.

Refunds or exchanges are only offered within 14 days of delivery, if your item is defective, damaged or if you receive the wrong item. If your order meets these requirements, you can request a return by signing in with the email you ordered from here.

I will reach out to ask about the reason for the return and relevant photos of the error/damage. Please note: shipping costs are non-refundable.

 

Cancellation Policy

You can cancel your order up to 24 hours after placing it, by signing into your account here.

 

Dispatch and Postage Time

Orders dispatch within 3-5 business days for items in stock. For preorder items or commissions, dispatch time will vary and depends on the item. I create, manage, pack and ship all my orders, so I appreciate your patience!

Charges are calculated automatically when you check out. Postage times vary based on the service you select. If you have any questions about shipping, please email me.

 

Missed or Lost Deliveries

The shop is not liable for missed or lost deliveries if the postal service has tried to deliver to the shipping address but cannot access the location, or if the receiver has failed to pick up the item from a postal location and the order is returned.

If your order is returned from the postal service, I'll reach out to you to sort out whether you'd like me to send it again, or return your order. Resending the order will incur new shipping costs, while returns will deduct any postage fees that were incurred when the order was shipped back.

 

Local Pickup

Local pickup is available from Industry City in Brooklyn on Tuesdays & Thursdays only. I will reach out via the email you place your order to arrange a date and time. Please note NYS sales tax will still be applied to some local pickup orders.

 

International Shipping & Duties

I ship worldwide. Shipping costs are calculated automatically during check out. Before making an order, please research import tax and duties that might apply to items that ship from the U.S. and into your country.

As a micro-business of one, it's not viable for me to ship with duties included, so unfortunately the shop is not responsible for any import taxes and duties.

Canadian customers, you can estimate your duties via the Canada Border Services Agency's Duty and Taxes Estimator before ordering.

If you don't see shipping available to your country, please reach out.

 

European Union 14 day cooling off period

Notwithstanding the above, if your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Refunds exclude postage costs and does not apply to custom-made items.

I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since I’ve approved your return, please contact me at shop@joycenho.com.