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Shipping policy

 

All prices listed on JOE CHIA online store are listed in EUR.

Processing time for orders is 3 business days. These times may be extended during holidays, limited edition releases and promotions. Business days do not include weekends or holidays.

Once we have dispatched your order, you will receive a dispatch confirmation e-mail including the tracking details of your parcel. Deliveries within Malaysia will arrive within 3-6 business days after you receive your dispatch confirmation email. We use Aramex for all international deliveries. International deliveries (outside Malaysia) will be delivered within 10 to 21 working days, unless the package is held up in customs. We do not offer expedited shipping at this moment. Every effort is made to have your items delivered within the specified windows.

*We do not ship to Afghanistan, Iraq, Israel, Libya, Syria, Mali, Niger, Sudan, Yemen, Central African Republic, Democratic Republic of Congo, Lebanon, Iran, North Korea and Somalia.

We ship delivery duties unpaid (DDU), therefore in the case of delivery outside of Malaysia, any customs or import duties are charged once the parcel arrives at its destination country. You are obliged to bear the customs duties and further costs incurred. We are not responsible for knowing the customs policies of other countries, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. If you have any questions with regards to the customs regulations in your specific country, please contact your local customs office to determine what these additional costs will be prior to placing your order.

We will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control such as if a package is lost by one of our carriers, or due to natural occurrences, air/ground transportation strikes/delays or transfer from Aramex to international mail carriers.

Every effort is made to protect your products during transit. However, should any damage have occurred during transit, please contact our customer service immediately to arrange a replacement of the damaged item(s). Please note that the risk of loss of or damage to the products passes to you after delivery. You should refuse to receive the products if the package appears to be damaged or ripped open.

If you do not pick up the parcel or take any action regarding the delivery, and the parcel is shipped back to us, we will charge a fee of EUR 50. If the package is not picked up and any kind off fee is added, you are responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, levies, return charges, any additional fees, etc.


RETURNS

Due to the limited nature of our products, all sales are final. We do not offer refunds or exchanges, nor do we allow returns unless they are due to a fault of ours. Please ensure that all information is correct before submitting your order. We do not accept returns for change of mind.


HOW TO RETURN/REFUND

To return a purchase, your item(s) must meet the following criteria:
- You must send us an email within 7 days after receiving your order to inform us the reason of return. Requests received after this time frame are no longer eligible for review.
- Your item(s) must be unused, unworn, unwashed and in the same condition that you received it.
- Your items(s) must be returned with its original tags and packaging.

We require a receipt or proof or purchase to process your return. Email customer service at [email protected] to let us know the reason of return, with photos of any product/order issues, following which to request a return authorization code and return instructions. All items must be returned with a return authorization code. Any item not containing a return authorization code will not be accepted and will be returned to you at your expense. You must return the items directly to JOE CHIA ATELIER SDN BHD, and are not entitled to return items to other vendors of JOE CHIA.

Please note that we do not cover the cost of returns, unless the return is a result of our error. In this case please contact customer service who will provide you with a shipping label, which will cover the costs associated with returning the products to us.

JOE CHIA ATELIER SDN BHD reserves the right to reject returns which do not comply with our return policy. Return that fail to comply with our policy may be sent back to the original shipping address at our discretion.


REFUNDS

We do not refund sale goods, unless deemed faulty. In this case, refunds will include the original shipping costs.

We will notify you via email once we have received the goods. Once your returned item(s) is received, please allow us 5 business days to verify the item(s) condition. These times may be extended during holidays, limited edition releases and promotions. Business days do not include weekends or holidays. We will notify you of the approval of your refund. Please allow a certain number of days for your refund to be reimbursed and reflected on your statement.

To prevent fraud, we are only able to refund the amount to the PayPal account that was used to place the order. We are entitled to retain the refund until we have received the items. We reserve the right to decline unreasonable returns and exchanges.


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