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 email@example.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 firstname.lastname@example.org 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.
How do I place an order for in-store pick up?
You can select the option at check out to pick your order up in-store. Please note, you cannot have anyone else pick up your order for you. The person who picks up an order must match the same name as on the order receipt. You will be required to show a valid form of ID upon arrival for identity confirmation purposes.
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 email@example.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.
Joanshepp.com will accept returns and exchanges within 7 calendar days of receiving your order. Tags must remain on and garments must be unworn. Please email firstname.lastname@example.org ASAP with your request to return your item with the order number. We will then issue a UPS label to return your item and deduct the shipping cost from your order. 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):
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 at email@example.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.
A pre-paid, pre-addressed UPS return label will be sent upon request. 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:
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.
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 firstname.lastname@example.org!
Who can I contact about press inquiries?
Please email email@example.com with any press inquiries.