Global Order and Shipping
How do I shop the website when I am shipping to a country outside of the U.S.?
Select the country where you will be shipping your order from the dropdown on the top left corner. On your mobile device or desktop, select your country. Once you are at checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes, and other customs fees. You will also have the option to change the language for valuable information at checkout.
What currency do you use for your prices?
Currency is displayed based on the country you select, and we collect payments in the local currency when you select your shipping country. You will be charged in the currency listed at checkout.
What payment methods do you offer?
We offer more than 35 different payment methods. Major payment methods like Visa, Mastercard, American Express, PayPal, and Diners are offered in over 100 countries along with many other popular local payment options specific to the region. There are additional local payment methods available and viewable upon checkout.
Can I purchase a gift card if I am outside the U.S.?
At this time, we do not accept purchases for gift cards for customers outside of the U.S.
What is your return policy?
For all U.S. online orders, full price items may be returned or exchanged within 30 days of placing your order. Items must be unopened, unused and unaltered, with all original packaging and/or tags.
To make a Return or Exchange, please email firstname.lastname@example.org with your original order number and request for return or exchange.
At this time, customers are responsible for all shipping costs associated with their Return or Exchange unless the product is damaged or missing. Please reach out to email@example.com or call (214) 812-9023 for any questions regarding your order.
How much does international shipping cost?
We offer free express international service shipping on orders $500 and above, and for orders less than U.S. $500, orders ship for a flat $15 express service fee.
- >$500 U.S. dollars ship free express service
- <$500 U.S. dollars ship $15 flat fee express service
How do I track my international order?
How fast is your international shipping?
Most orders are shipped within 2 business days* of purchase from our Dallas, Texas warehouse, pending availability and credit verification. Once your order is shipped, the transit time varies by country and the delivery time will be clearly stated at checkout along with the shipping method. You can track your international orders.
*Please note, we do not ship on weekends or U.S. holidays.
Can I get my international order faster?
We are unable to offer expedited international shipping. However, we ship all international orders via express service, and you should receive your order within 3-8 business days. You can track your order here.
Can I ship to an international PO box?
Unfortunately, DHL does not ship to international PO boxes. You need to use a physical address in order for us to ship internationally.
How do I return an order from outside the U.S.?
We offer a $20 flat fee for returns for our international customers.
You can use the Joanna Czech online returns portal. You can print out a prepaid label and return your items back at no additional cost. Please note that pick-ups are not included in this service.
For your online return please:
- Print all documents.
- Place the Return Note (page 1) inside the mailer along with the items you are returning.
- Stick the Shipping Label (page 2) on the outside of the mailer. Make sure no other labels are showing.
- Drop off your return and the rest of the documents to the courier on the label. In some countries, you will receive a commercial invoice in your printout. In this case, you will need to place 2 commercial invoices (pages 4 & 5) in a sealed, transparent envelope. Your courier should have one available for you. Then, hand the courier the waybill (page 3) and 1 commercial invoice (page 6). In some countries, there will not be a commercial invoice in your printout*. In that case, skip this step; it will be sent electronically. Hand your courier the waybill (page 3) as the last step.
*Some countries have moved to paperless commercial invoices. If you do not receive a commercial invoice in your printout, it will be sent electronically, and you do not need one to make a return. For any additional support, please contact firstname.lastname@example.org.
How much do international online returns cost?
International return shipping is a $20 flat fee, Pick-ups are not included in this service.
If duties & taxes are included in the product price, you will receive a full refund of those as well. Duties and taxes that are paid separately at checkout are nonrefundable, except for orders shipping to Canada.
What do I do if I receive an incorrect, damaged, or defective item?
Please contact email@example.com for support regarding a damaged or defective item.
Can I exchange an item online from outside the U.S.?
We are sorry, but we do not offer automatic exchanges on orders outside the U.S. currently. If you would like a different item, please return the original item, and place another order for the desired item.
For any additional support, please contact: firstname.lastname@example.org.