SHIPPING

All prices listed on JOE CHIA online store are listed in European currency.

Processing time for orders is 3-5 business days. These period 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 email including the tracking details of your parcel. Deliveries within Malaysia will arrive within 3-5 business days after you receive your dispatch confirmation email. We use FedEx for all international deliveries. International deliveries(outside Malaysia) will be delivered within 5-7 business 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 the package is not picked up and any kind of 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.


RETURN & REFUND

Faulty items may be returned to JOE CHIA. To return a purchase, your items must meet the following criteria :

- You must send us an email within 7 days after receiving your order to state the reason of your return. Requests received after this time frame are no longer eligible for review.
- Your items must be unused, unworn, unwashed and in the same condition that you received it.
- Ensure that all tags are attached and all original packaging is present and intact.

Your return will then be processed by our customer service who will share further instructions via email.

We require a proof of purchase to process your return. Email customer service at onlinestore@joechia.com to let us know the reason of return, with photos of any product/order issues, to request a return. 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 - 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. Original shipping costs will not be refunded and inbound costs will not be covered.

JOE CHIA ATELIER SDN BHD reserves the right to reject request for returns and refunds 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.

We will notify you via email once we have received the goods. Once your returned items is received, please allow us to verify the items condition in 3-5 business days. These period 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. JOE CHIA reserves the right for final decision and to amend this policy at any time without prior notice.