TOYSTORY SWEATER

Q. How can I track the status of my order?

A. We usually ship out all the orders that we receive within 24-48 hours. You will receive all communication via your registered email id and contact number from us with the details of the shipping partner and tracking ID. You will also receive communication from our shipping partner as soon as the product is shipped.

Q. Are there any shipping charges applicable to my order?

A. No, we provide Free Shipping for all orders.

Q. When will I receive my order?

A. The shipping time is usually 2-7 working days. However, it may vary according to the servicability of the delivery pincode.

Q. Why is the 'Cash on Delivery payment mode not available at my location?

A. Availability of the Cash on Delivery option depends on the servicability of the courier provider in your area. Courier service providers also have a pre-set limit on the amount you can pay through cash on delivery based on the destination. Your order could have exceeded this limit therefore the option is unavailable to you.

Q. How can I cancel an order?

A. Unfortunately, that option is currently not available. However, if you wish to exchange your product, you can email us at care@joehazel.com with all your credentials and your Order ID mentioned in the email.

Q. My order status says 'RTO' - what does this mean?

A. 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

Q. How to place a return/exchange request?

A. 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.

Q. Can I exchange the purchased product against a higher/lower value product

A. 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.

Q. What if my order arrives damaged?

A. 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.

Q. What happens if I want to return/exchange the product after the return window is closed?

A. We are very sorry but we do not accept any return/exchange requests after 7 days of purchase.

Q. What if the item I ordered doesn’t fit?

A. If the item doesn’t fit, you can exchange it within 7 days of the purchase. Please ensure that the item is unused and in original packaging with tags.

You can email us at care@joehazel.com for initiating your exchange request.

Payments

Q. What payment methods do you accept?

A. Netbanking, Debit/Credit Cards, UPI, all wallets and Cash on Delivery.

Q. What happens if my payment fails while making a purchase?

A. In most cases, the payment gets automatically credited back to your account within 2-3 business days. In case it does not, mail us the details of your transaction at care@joehazel.com. We will verify and assist you further as soon as we can.

Sizing 

Q. How do I know my size?

A. We follow standard Indian Sizes for all our garments. You can refer to the size chart for a clearer understanding of the product dimensions that are availabe on the product page under 'Find your size'. However, if you find yourself in between sizes, we recommend going for the larger size for a comfortable fit.