Frequently Asked Questions (FAQ)

Orders & Shipping

Where do you ship, and how long does it take?

We proudly ship worldwide! Standard international shipping typically takes anywhere from 5 to 15 business days after your order leaves our studio, depending on your destination. For full details on processing times and transit, please visit our Shipping & Delivery page.

How do I track my order?

Once your order is dispatched, you will receive an automatic shipping confirmation email containing a direct tracking link. Please allow up to 48 hours for the carrier's system to update after the initial scan.

Do you offer pre-orders?

Occasionally, highly anticipated pieces or limited batch restocks are offered via pre-order to secure yours before they sell out. Estimated shipping windows for pre-order items are always noted directly on the product page before you complete your purchase.

Returns & Exchanges

What is your return policy?

Because we want you to love your JOÈM piece, we accept returns on eligible items within 30 days of delivery. Items must be unused, in their original condition, and in their original packaging. To initiate a return, reach out to our support team at support@shopjoem.com.

Are shipping costs refundable?

Original shipping fees are non-refundable, and customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

Materials & Product Care

What materials are used in JOÈM bags and accessories?

Our pieces are crafted from premium vegan leather paired with a soft cotton lining for a durable, high-quality feel, strength, and everyday comfort. They are completed with reliable zipper closures designed for smooth operation and security during transit.

How do I care for your pieces?

• Vegan Leather & Lining: Keep your piece away from prolonged direct sunlight, high heat, and excess moisture. To clean the exterior vegan leather, simply wipe gently with a soft, dry or slightly damp cloth as needed, then allow it to air dry completely. Avoid using harsh chemical cleaners or heavy soaking.

• Hardware & Zippers: To maintain the pristine finish and smooth performance of your hardware and zippers, avoid direct contact with harsh chemicals, perfumes, or lotions, and wipe clean with a soft cloth as needed.