FAQ

 

Online Orders

What if I need to change or cancel my order? 
Once an online order is placed, we’re unable to make any changes. If you do need us to cancel or change your order, please e-mail customerservice@joanshepp.com right away. We process orders quickly, so you can get them fast, but we’ll do our best to catch it before it goes out!

What shipping options do you offer?
Currently, we offer UPS Ground shipping for U.S. and Canada. Flat-rate prices are determined by region. Stay tuned for additional shipping options!

How long does it take to ship?
Our shipping department processes orders Monday-Friday. It can take 1-3 business days for your order to leave our store. You will receive an e-mail stating that your order has shipped and also an e-mail that your order has been delivered.

How can I edit my shipping address? 
If your order is shipping to an incorrect address, please call us at 215-735-2666 or e-mail customerservice@joanshepp.com right away.

Do you ship to P.O. boxes? 
Sorry, we do not ship to P.O. Boxes. If you entered a P.O. box as your delivery address we will reach out to get an alternative address which will delay your delivery.

What does Final Sale mean? 
All sale items as well as hosiery and jewelry are final sale. Sale items marked final sale cannot be returned for a refund, e-gift card or exchange. We want you to love your order, please contact customerservice@joanshepp.com if you have any questions regarding a specific garment before purchasing a final sale item!

Can I return Final Sale items?
Final Sale items cannot be returned for any issues including sizing, fit or fabric. Items purchased as a gift that are marked final sale also cannot be returned.

 

Returns

Joanshepp.com will accept returns and exchanges within 14 days of purchase. A return shipping label is included in the original shipment. Returns for a refund to your original payment method will require a processing fee of $10.00, which will be deducted from the amount refunded to you. Original shipping charges will not be refunded. Joan Shepp will pay to ship an exchanged item. (Domestic customers only. Limited to one exchange per order).

If you are not satisfied with your online purchase, please follow our guidelines for returns (final sale merchandise is not eligible for return or exchange):

  • Returned items must conform our return policy.
  • We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
  • Items must be returned unworn, unwashed, undamaged, and unused with their original tags. Footwear must be returned in the original boxes provided inside a protective shipping box.
  • Returned items will be refunded excluding the cost of shipping. We do not refund shipping charges.
  • All returns must be postmarked within 14 days of receipt. Returns sent after this time will not be accepted.
  • Hosiery and jewelry cannot be returned.
  • International Purchases are Final Sale.
  • All Sale Items are Final Sale.

Exchanges
If you would like to exchange an item, you will need to return the original item for which you will be refunded before placing a new order. If you would like to exchange an item for another color or size, please contact us via email customerservice@joanshepp.com to ensure that the new item is available. We will only accept returns for exchange if they meet all criteria for an acceptable return (see above). Please make sure to note the exchange on the return form. We will ship the exchange to you at our expense.

Refunds:
A pre-paid, pre-addressed UPS return label is included in your order. Returns for a refund to your original payment method will require a processing fee of $10.00, which will be deducted from the amount refunded to you. Original shipping charges will not be refunded.

Affix the UPS label to your package, be careful to remove or cover the original shipping label (NOTE: When returning footwear, do not use the shoe box as your shipping box). Drop your package off at a UPS location. You can also visit UPS.com to arrange for a pick-up. This service is available within the continental US only.

Please allow 5 days from the time we receive your return for it to be processed. You will receive an email once your return has been processed. Please be aware that payments can take up to 14 business days to process depending on your bank or payment provider. Returned items will be refunded excluding shipping costs.

If you choose to use your own postal method, return shipments may be made to: 

Joan Shepp
ATTN: Web Returns
1811 Chestnut Street
Philadelphia, PA 19103 

Can I return my online order in-store?
Yes you can! We are located at 1811 Chestnut St, please specify that it is an online return to ensure that you are refunded through your original payment method.  

 

Contact us

Who do I contact for order inquiries, what's coming for the next season, feedback about my favorite designers?
Let's chat! E-mail us at customerservice@joanshepp.com!

Who can I contact about press inquiries? 
Please email webinfo@joanshepp.com with any press inquiries.