RETURNS

 

ONLINE RETURN POLICY

 

You are eligible to request a return on full-priced items purchased on JOAEN within 14 days of receiving your order.

 

Returned items must be unworn, unused and in perfect condition with all original tags and packaging intact. Items that are returned otherwise, may be rejected and returned to the customer. 

 

JOAEN does not provide return labels, and it is the responsibility of the customer to return the order using a shipping method of their choice.

 

 

FULL PRICED ITEMS

 

For the return of full-priced items, customers are eligible for either an exchange, refund or credit voucher. 

 

Items must be returned within 14 days of receiving and unworn, unused and in perfect condition with all original tags attached.

 

 

TEMPORARY PROMOTION

 

Full-price items included in a temporary promotion are non-refundable, unless in the event of the item being faulty. An exchange or store credit will be issued if you choose to return any purchases made during a promotional period or using a code.

 

 

FINAL SALE ITEMS

 

Final sale refers to items that are marked to clear. These items are marked with 'Final Sale' in the product description. Final sale items are not eligible for return, unless in the event of the item being faulty. We recommend choosing carefully to avoid disappointment and reaching out to our online team for assistance prior to purchasing for size and style advice. By purchasing a final sale item, you agree to these terms.

RETURNS

 

ONLINE RETURN POLICY

 

You are eligible to request a return on full-priced items purchased on JOAEN within 14 days of receiving your order.

 

Returned items must be unworn, unused and in perfect condition with all original tags and packaging intact. Items that are returned otherwise, may be rejected and returned to the customer. 

 

JOAEN does not provide return labels, and it is the responsibility of the customer to return the order using a shipping method of their choice.

 

 

FULL PRICED ITEMS

 

For the return of full-priced items, customers are eligible for either an exchange, refund or credit voucher. 

 

Items must be returned within 14 days of receiving and unworn, unused and in perfect condition with all original tags attached.

 

 

TEMPORARY PROMOTION

 

Full-price items included in a temporary promotion are non-refundable, unless in the event of the item being faulty. An exchange or store credit will be issued if you choose to return any purchases made during a promotional period or using a code.

 

 

FINAL SALE ITEMS

 

Final sale refers to items that are marked to clear. These items are marked with 'Final Sale' in the product description. Final sale items are not eligible for return, unless in the event of the item being faulty. We recommend choosing carefully to avoid disappointment and reaching out to our online team for assistance prior to purchasing for size and style advice. By purchasing a final sale item, you agree to these terms.

REFUNDS

If your order qualifies for a refund, you will be credited back on the original payment method less the cost of postage on your initial order.

Please allow 5 business days once the refund has been issued for this amount to appear in the relevant account. If you made your purchase using an online gift card or credit voucher, you will be issued a new credit voucher to spend online.

STORE CREDITS

Store credits will be issued at the full amount of the purchase price minus shipping. All credit vouchers will be emailed to the recipient with a unique code to use online. Valid for 3 years.

EXCHANGES

We offer size and style exchanges for full price items. To request an exchange, please email customercare@joaen.com.au. We will ship your new item as soon as your return is recieved. 

Please note, your new size or style is not reserved until we receive the tracking number for your return. To avoid disappointment we recommending dropping off your return as quickly as possible. 

SUBMITTING A RETURN

For DOMESTIC AND INTERNATIONAL returns, please email customercare@joaen.com.au. In this email, please indicate if you are electing for a store credit, refund or an exchange.

You will be required to send your return back through a shipping method of your choice. 

We recommend using a traceable service with signature required upon delivery as JOAEN cannot be held responsible for lost return parcels. 

FAULTY ITEMS

All garments and items sent are quality checked before dispatch. In the unlikely occurrence that you receive an item that is less than perfect, please contact our online team at customercare@joaen.com.au with images and a description of the fault.

INCORRECT ITEMS

If you have received your online order and the contents don’t match what you ordered, please contact our online customer care team immediately at customercare@joaen.com.au.

BUY-NOW-PAY-LATER PURCHASES

If you have purchased using either Afterpay or ZipPay and your return qualifies for a refund, you will be credited back through your chosen platform. If your return requires a credit voucher you will continue to make payments until the item is paid for and we will issue you a credit voucher as usual when we receive the return.