Shipping & Returns
JOAN is an independent online store based in London. Showcasing emerging and established brands including By Far Shoes, Alighieri, Shaina Mote, Nanushka and more.
Please allow 1-2 working days* for the processing and shipping of your order. Delivery times are estimates only and start from the date of shipping rather than the date of the order.
Use the delivery times below as a guide and please note orders are subjected to acceptance of your order. In some cases, delivery times can take longer than expected due to customs clearance in certain countries.
UK - Royal Mail, £8.00 - 1-3 working days*
Europe - Royal Mail, £14 3-5 working days*
Europe - DHL, £25.00 - 2-5 working days*
USA - DHL, £28.00 - 2-5 working days*
Rest of World - DHL, £40 - 3-8 working days*
*Orders placed after 2pm on a Friday will be shipped the following Monday.
Availability of items are not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone. Once your order has been dispatched you will receive an email notifying you of your tracking number.
For international orders, you may be charged customs and duties depending on the country the order is being shipped to. As these costs are out of our control we cannot advise prior to shipment how much they will be, Joan is also not liable for these costs. If you decide to refuse your shipment, you are responsible for the original shipping charges, any duties, taxes and/or customs charges that are incurred (on both the original and return shipments), and the cost of returning the package. This amount will be subtracted from your refund.
Please note sale items may only be returned for a store credit.
Please contact firstname.lastname@example.org within 14 days of receiving your order where we will issue you with a returns number and returns address. The buyer is responsible for shipping their return within 7 days of receiving their returns number. Any items shipped after that will be accepted at our discretion. Please note that original shipping charges are non-refundable.
We are happy to refund any full price items which have the “Do Not Remove” tag attached.
Clothing must be returned unworn, unwashed and in a resalable condition with original tags attached.
Shoes must be returned unworn and in their original condition, including the box and shoe bag (if applicable).
Swimwear and lingerie must be returned unworn, unwashed and in a resalable condition with the hygiene strip and original tags attached.
Jewellery and accessories must be returned unworn and in the original packaging.
Vintage items are FINAL SALE ONLY.
Please note sale items with a discount of 30% or higher may only be returned for a store credit.
The buyer is responsible for the cost of shipping the items back. Joan is not responsible for any return shipping costs or customs and duties reimbursement. We recommend you send back any returns using a signed for postal service.
Once we have received your return, it will be processed as quickly as possible. Please allow 7 days from the date of your return being processed for the refund to credit your original method of payment.
Joan reserves the right to refuse any returns which do not meet our return policy requirements. Joan is currently unable to accommodate an exchange requests. Simply place a new order for the new size or item required and send the unsuitable item back for a refund.