FAQs
Shipping, Order Tracking & Delivery
How Can I track the status of my order?
Are there any shipping charges applicable to my order?
When will I receive my order?
Why is the 'Cash on Delivery payment mode not available at my location?
How can I cancel an order?
My order status says 'RTO' - what does this mean?
RTO stands for Return to Origin. For all orders that are shipped from our side, our delivery partners make a maximum of 2 delivery attempts. Your order will be marked as undelivered by our shipping partner only for the below reasons;
- Delivery partners are unable to contact you.
- They are unable to locate your address.
- You have registered an incorrect phone number or provided the wrong delivery address.
- Pincode is incorrect.
Keep in mind, as soon as the first delivery attempt fails, our shipping partners will contact you to reschedule the delivery. However, if in the next attempt, the delivery partner still fails to deliver for the above-mentioned reasons, then the order shall be sent back to us and marked as RTO.
To prevent this from happening, we request that you answer calls from delivery partners and in case the order is undelivered on the first attempt, please respond to the delivery partner's messages to reschedule the delivery.
If it so happens that your order has been RTO’ed without the proper attempts, you can reach out to us on any of the support channel(Email) and we will be glad to help you further to ensure you receive your order.
Return & Exchange
How to place a return/exchange request?
You can Email us at care@joehazel.com within 7 days of the order being delivered.
NOTE: You will have to mention all your credentials and your Order ID in the email, if not, the return will NOT be processed.
Also, for your return/exchange request to go ahead please make sure that the product is unused and in original packaging with tags.
Can I exchange the purchased product against a higher/lower value product
Yes, you can exchange the product for both a higher value product and a lower value product. You will be issued a Gift card of the full amount as soon as your return is processed at our end, you can place the order of the desired product thereafter.
PLEASE NOTE: It takes 5-6 days for the return/exchange to be processed.
What if my order arrives damaged?
We strive to deliver the best quality products however, in case you receive a damaged / defective product, Please notify us within 24 hours of delivery with the images of the package and product to care@joehazel.com. We will take utmost care to resolve the issue.