FAQs

 

Need Some Help?

 

 

Take a look at our most frequently-asked questions below and find an answer to your query.

 

What size should I order?

 

If you’re unsure of which size to get, our Size Guide should help you choose. If you still need help, don’t hesitate to contact us for advice.

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When will I receive my order?

 

We aim to despatch any orders placed before 3pm the same working day. Orders placed after 3pm or on weekends or Bank Holidays will be despatched the next working day. As soon as your order is packed and ready at our warehouse, we’ll send you an email to let you know that it is on its way.

If you select UK Standard Delivery, your parcel will be delivered by Royal Mail within 3-5 full working days from the date you place your order.

Orders placed on UK Next Day Delivery will be delivered on the next working day by DPD, provided that you have placed your order on a working day before 3pm.

Please note that a ‘working day’ is Monday-Friday and excludes weekends and public holidays.

Please see our delivery page for further details and information on international delivery.

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Can I make a change to my order?

 

Once your order is placed, our warehouse team work very quickly to process and despatch your parcel. It is not often possible to make an amendment after the order is placed; however, if you do need to make a change, please contact our team as soon as you can to see if there is anything we can do.

If it’s too late to cancel or amend your order, you can return any unwanted items for a refund when your parcel reaches you. You can view full details of our Returns Policy on our Delivery & Returns page.

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What if my item isn’t suitable?

 

If your item is unsuitable, we’ll be happy to issue a refund. Simply mark on your returns note which item you would like to return and enclose the note in the parcel. To make a return, you’ll need to log in to our Returns Portal, here. All you’ll need is your order number and either your email address or delivery postcode.


UK returns are FREE using our Returns Portal. For US and International returns, you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage with your preferred courier. Please use a trackable service and keep your proof of postage receipt until after your refund is processed. You can view full details of our Returns Policy, here.

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What if there’s a problem with my item(s)?

 

If there is a problem, we hope to resolve it as quickly as we can. Please contact our customer care team with your order number and any other relevant details so we can look into it for you. We’ll get back to you with a response as soon as we can.

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Where is my order?

 

We ask that you allow the specified time estimate to pass before getting in touch. If your order is shipped on a tracked delivery service, you will be able to track your order with the details emailed to you. If the delivery has passed its time estimate, please get in touch with our customer care team so we can look into this for you.

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What if I’m not home when my parcel is delivered?

 

If you placed your order with UK Standard Delivery, your parcel will be delivered by Royal Mail. If you are out when Royal Mail attempts delivery, they will sometimes try to leave your parcel with a neighbour. Alternatively, they may post a ‘something for you’ card through your letterbox to let you know how and when you can collect the parcel from your local depot. Royal Mail offer ‘Safeplace Without Instruction’ as a way to ensure your parcels reach you safely the first time delivery is attempted. Posties will leave parcels in a safeplace based on their local knowledge and discretion, taking into account the security and accessibility of the parcel. A ‘something for you’ card will always be left identifying the safeplace. Safeplace based on customer request or requested formally as part of inflight options will continue as normal.

If your order was placed on UK Next Day Delivery, your parcel will be delivered by DPD. DPD have options for your parcel to be left in a safe place or with a neighbour; you can provide the courier with those details by following the tracking link sent via email. You can also select to collect your parcel at one of DPD’s Pick-up Shop facilities. All you need to do is type in your postcode and chose the Pick-up Shop that is most convenient to you. You can search for a shop which is convenient to you, here: http://www.dpd.co.uk/apps/shopfinder/index.jsp

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Do you deliver to my country?

 

We ship worldwide! Some UK postcodes may be exempt from Next Day delivery however can still receive deliveries with our Standard option. For further details, see our delivery page or contact us.

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How much does delivery cost?

 

Our delivery options and prices are;

UK Standard (3-5 working days): £3.95 or FREE on orders over £75
UK Premium Next Day (1 working day – order before 3pm): £6.95
USA (2-5 working days): £9.95
Republic of Ireland (2-4 working days): £8.95
Europe (3-10 working days): £9.95
Rest of World (4-12 working days): £12.95

For further details about our delivery services, please see our Delivery & Returns page.

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How do I return my order?

 

If you’re in the UK, you can return your items free of charge using our Returns Portal.

Just mark on your returns note which items you would like to return, enclose this in the parcel and then follow this link to select your preferred returns method and create your label.

Be sure to keep hold of your Proof of Postage (receipt) as it will contain your tracking details. We cannot be held responsible for missing returns where a receipt has not been obtained or is missing so please ensure it is kept safe until your return is finalised. You must return your unwanted items within 28 days of receiving your order.

If you are an International customer, you are also able to make a return but must cover the cost of shipping goods back to us. We’ve simplified our Returns Process for our US and International customers, just follow this link to create a returns label. 

You may use any courier you wish; however, you are entirely responsible for the returned goods until they are signed for at our warehouse. Any international returns made must reach our warehouse within 28 days of receipt of your order.

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Have you received my return?

 

We aim to process all returns within 14 working days of arriving at our warehouse. You should be able to see if we have received your parcel by tracking it using the number on your postal receipt. Our free UK returns service is trackable and we recommend that international customers send their parcels with a tracked service too.

If you haven’t heard from us or received your refund after this timeframe, please get in touch with your order number and any tracking details of your return so we can look into this for you.

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When will I receive my refund?

 

When your parcel arrives at our warehouse, we’ll process your return within 14 working days and send you an email to let you know that it’s been processed. Refunds will usually clear into your account within 5 working days however this can vary between banks and can take longer if you are an international customer.

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Can I exchange my item?

 

Unfortunately, we are not able to offer exchanges at this time. However, you can return your item for a full refund, and then place a new order for your preferred replacement item. You can view details of how to return your order on our Delivery & Returns page.

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How can I pay for my order?

 

We accept all major payment cards, including Visa, Visa Debit, MasterCard, Solo, Maestro and American Express. Our card payments are globally secured by Braintree – you can also choose to pay via a PayPal account.

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I’m having trouble using the website, what should I do?

 

We would suggest that you use the latest version of your operating system provider when browsing online (Windows or OSX) so it’s worth checking if there are any available updates.

You may also need to delete your browser’s cookies and/or cache. On most internet browsers you can do this using the ‘History’ or ‘Tools’ area in the settings and then follow the on-screen instructions. Once you’ve done this, close your browser and reopen it to visit our website again. You may also wish to try accessing the site with a different device.

If you’re still having trouble with our website, please get in touch with the name of the web browser you’re using (e.g. Internet Explorer, Safari, Chrome), the type of device and details of any error messages so that we can look into this further for you.

If you’re experiencing technical difficulties at checkout, we would advise firstly checking with your card issuing bank that a payment has not already been taken or that a temporary hold has been placed on your card before trying to submit payment again. Once you have confirmed this, you can refresh your browser to resubmit your payment information and complete your order. Alternatively, you may wish to try a different payment method.

If you continue to experience difficulty with this, please don’t hesitate to contact us with the payment method you are trying to use (e.g. card, PayPal) and the details of any error messages so that we can investigate this further for you.

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I’m an international customer, where should I send my return?

 

International customers must cover postage costs for any returns made. You are free to use any courier that obtains proof of delivery. Please send your return to:

 

Joanie Clothing Returns
c/o Torque
Standbridge Lane
Kettlethorpe
Wakefield
WF2 7YY
UK

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How do I receive 10% off my first order?

 

We know you’ll be hooked on our products – but to sweeten the deal, we’re currently offering first time customers a 10% discount on their first orders.

Simply sign-up to our newsletter via the field in the footer of our website and you will be sent a code to use at the checkout in order to redeem the 10% off. The email is sent automatically once you sign up but this can take a few minutes. The code does have an expiry, which will be noted in the email you receive.

Please note that this discount is only valid on full price products and will generally not work in conjunction with other codes or offers. The code is one use so only valid on your first order with us.

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What should I do if I no longer have my returns form?

 

If you have lost or not received your returns form, please get in touch with the customer service team who will be able to advise on what to include within your return parcel.

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Do you offer a discount for teachers?

 

We offer an exclusive discount for teachers! To redeem your discount, just log in to your Teacher Perks account and head to the Joanie page to find our current promotion.
If you don’t already have an account, you can register for free via their website here!

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Do you offer a discount for the Emergency Services?

 

As our little way of saying thank you, we offer a 10% discount to Police, Fire Services, Ambulance service and NHS staff through Blue Light Card. To redeem your discount, just log in to your Blue Light account and head to the Joanie discount section to find our current promo code. 
If you don’t already have an account, you can register for a Blue Light Card via their website here - it’s free to join!

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Do you offer a discount for students?

 

Yes! We have partnered with UNiDAYS to offer exclusive deals to students.

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Can I refer a friend?

 

Yes! Refer a friend and we’ll send you both an exclusive discount code! You can learn more and refer a friend here. If you have any questions, please contact us at [email protected] - we’ll be happy to help!

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Do you offer Gift Vouchers?

 

Yes! All you need is an email address to send the voucher to! The voucher will be instantly sent, or you have the option to set a date in the future. Our e-gift vouchers are available in lots of fun designs, in amounts from £10 to £200 and are valid for one year from purchase. You can add a personal message too! Shop the selection here.

If you’re lucky enough to already have an e-gift voucher, head to your Bag for options on using your voucher, where you can apply it to the item(s) you want to buy or check your voucher balance before you check-out.

If you don't spend the whole balance in one order, the remaining balance will stay on your code for you to use next time. If you make a return, the returned item(s) balance will be put back onto your original code. You can also pay part gift voucher, part other payment method if your voucher amount doesn't cover the order value. Please note that where vouchers are used as well as part payment, any returns value will be credited back to the voucher first, followed by your other payment method if due.

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Will you be extending your size range?

 

We’re pleased to announce that we’ve recently started to expand our size range to include a size 24 and 26 on some products, and we’ll continue to roll this out across our entire range in the coming months. This expansion can’t happen overnight - it’s a lengthy process that we’re dedicated to getting right, but we’re so excited that we finally have the resources to make it happen.

Fitting larger sizes isn’t as simple as adding an extra two inches per size; body shapes differ, and to get this right, we recognised the need to invest in our production process further. We’ve taken on new team members to ensure we get this right, and our Production Team now fit all garments on a size 10, 16, and 22 to ensure that the extended size range is as accurate as possible.

We’ve also partnered with The Seam to offer a repairs and alterations service, connecting Joanie customers with local, vetted Makers who can help tailor your purchases to the perfect fit or repair them to make them last even longer. You can find out more about this service here.

We’d love to hear from you, please email us at [email protected] with any feedback (good or bad!) on our sizing.

 

Is Joanie Clothing vegan-friendly?

 

All of the clothing we make is entirely free from animal-derived products and we will never use angora, down, fur, or exotic animal skin in the creation of any of our garments. Our shoe range is made using Leather Working Group (LWG) gold certified leather, which means that the leather we use meets the highest level of certification offered by the LWG. We only use leather that is created as a by-product of the food industry, and all the leather we use can be traced back to the tannery. We consulted with our customers at length through a series of focus groups before making the decision to make our shoes out of leather, and the leather we use is more sustainable, comfortable, and durable than PU alternatives.

 

Do you offer a repairs or alterations service?

 

We’ve partnered with The Seam to offer a repairs and alterations service, connecting Joanie customers with local, vetted Makers who can help tailor your purchases to the perfect fit or repair them to make them last even longer. Visit our dedicated Joanie X The Seam page to learn more!