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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 only offer UPS Ground shipping for U.S. orders. Flat-rate prices are determined by region. Stay tuned for additional shipping options!

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

In order to return items we must receive a notification of return and a request for a Return Authorization number within 72 hours of delivery of package. You may notify us either by phone at 215 735 2666 or e-mail at customerservice@joanshepp.com

  • 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. 
  • Returned items must be received by the store no later fourteen (14) days of customer receipt of package.
  • Hosiery and jewelry cannot be returned.
  • International Purchases are Final Sale. 
  • All Sale Items are Final Sale. 

Your return authorization number must be clearly written on your return form in order for it to be accepted for a refund or exchange. Please include your original receipt in the returned package. We will not accept any returned items without an RA number.  

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.

Refunds: Once your return has been received and complies with our return policy, we will refund you by your original payment method. 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.  

Return shipments may be made to: 

Joan Shepp
ATTN: 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. You must inform us of the return within 72 hours of receipt of your order by calling 215-735-2666 or emailing customerservice@joanshepp.com. 

 

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.

 

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