FAQs


Where is my order? 

When your order is shipped, you will have a tracking number to see the latest updates, sometimes the courier will mark as "delivered" few days before they actually delivered the packages. if that's the case, please contact us support@joeybabynyc.com we will assist you with your package and we also  recommend contacting the courier first to see if the package has been left at a nearby courier office.

In some cases, the parcel will be left with a local carrier's office if the recipient is not available for delivery. In most cases, however, the parcel may be misdelivered to a neighbor or nearby address and just needs a little extra time to find its way into the right hands.

If they've confirmed that the parcel was delivered, please send us an email with your order details, we will try our best to assist you with your package

If your package goes missing, we will contact the shipping carrier for additional delivery information and try our best to help locate your package. We are not responsible for packages once proof of delivery is confirmed.

How can I track my orders? 

Once the order been shipped, you will have a confirmation email from us with the USPS tracking number, tracking updates normally take 24 hours for domestic orders, please also note that you won't see any updates during the weekend and up to 48 hours for international orders. If the carrier has not updated the tracking number within this time, please contact us support@joeybabynyc.com with your order details.

Can I refuse my shipment?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to our shop. Please let us know if you need to change your address before your order is shipped.


Can I cancel my order?

We are so sad that you have to cancel your order, but please email us at suport@joeybabynyc.com within 24 hours with your order details. After 24 hours, the order is considered processed and we will not be able to issue a refund.

Please note for personalization pieces, once the order is placed, we are unable to cancel the order.

I ordered no personalization, can I return it and get personalization again?

If you ordered a "no personalization" item, once the order is shipped, we are unable to have them returned and personalize them for you

If you have questions about the personalization, please email us support@joeybabynyc.com

 

How can I repair my jewelry ?
The necklace is too long/short, can you resize it from me?

A re-shipping fee and a small resizing/repairing fee are required. Please email us suppor@joeybabynyc.com with your order details and pictures.

Please note that we customize everything and you can always email us about the size/length that you are looking for before our production. 

If your piece is defective during transit, we are so sorry about it. Please contact us within 1 week (7 days) after delivery. We cannot issue any refund/return/exchange after you have worn and damage after 1 week (7 days) of delivery. Defective is not included broken chain. 

Can I exchange/return the item?

Due to our handmade-to-order approach, all items are specially made for you, we do not accept returns, all items are final sale. If you have any questions before placing your order, please email us support@joeybabynyc.com 

Note: Items purchased through a third-party vendor (outside of joeybabynyc.com) must be returned through the company that it was purchased from

Can I update my shipping address?

YES - In most cases, if we haven't shipped your package yet, We can help you update your shipping address. Please email us support@joeybabynyc.com within 24 hours.

If we have shipped your package already, a re-shipping fee will apply and we will ship the item to you once we have it back

I haven't received my shipping confirmation

As soon as your order has been dispatched you will receive an email from us with a link to a tracking page so that you can follow your order

Remember that this can sometimes end up in your spam folder so have a look there too! If you still cannot find it, please contact us and we will help you!

How do I apply discount code?

Enter your promo code on the checkout page in the text box that asks "Have a promotion code?"

What are the discount code terms and conditions?

Offer valid on purchases made through joeybabynyc.com only. To redeem an offer, enter discount code at checkout. Discount is combinable with sale and already discounted items. Mask chains are excluded from discounts. Cannot be used for gift card purchases or shipping. No adjustments on prior purchases. May not be redeemed for cash or cash equivalent and is not transferable. Offer subject to change or expire without notice. Cannot be combined with any other discount or offer. 

May be subject to printing errors, changes, price changes, delivery delays, and limited availability of stock. 

I forgot to apply my discount code

Unfortunately, a promo code cannot be applied to an order after 1 hour the order has been placed. You can always use the discount code for your next purchase. 

Where do you ship to AND how long does it take?

WE SHIP EVERYWHERE! Always FREE Shipping in the US 

Due to COVID 19, all international order's delivery time is up to 30 days.

We ship to the following countries:

Europe
3-4 weeks
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Slovakia, Spain, Sweden, United Kingdom

North America
Canada, 8-12 business days
Puerto Rico, United States of America

Oceania
3-4 weeks
Australia, New Zealand

Asia
3-4 weeks
Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand

Middle East
3-4 weeks
Qatar, Saudi Arabia, United Arab Emirates

 

More Questions?

support@joeybabynyc.com

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