Refund policy

Exchanges and returns

At Joanna Store, we want you to be happy with your purchase. If an item is not what you expected, you have 14 days from receipt of your order to request an exchange or return, in accordance with applicable law.

Items must be returned in the same condition in which they were received, without signs of use, washing or damage, and with the original tags attached.

How to request a return

To start the process, contact us via:

Email: geral@joannastore.pt
Phone: +351 916 933 648

Please provide your order number and the items you wish to return or exchange.

Items must be sent to:

Joanna Store
Rua Lúcia Lousada, n.º 267
4620-030 Lousada
Portugal

We recommend sending the parcel by registered mail, so that the shipment can be tracked. Joanna Store is not responsible for items sent without proof of postage that do not reach our address.

Exchanges

Exchanges are subject to the availability of the requested item or size.

The shipping costs associated with an exchange are the customer's responsibility.

Exchanges can also be made in person at our store in Lousada, at no additional shipping cost.

Items purchased on sale are not eligible for exchange. For online purchases, statutory rights regarding returns and the right of withdrawal remain applicable where provided by law.

Returns

For online purchases, you may exercise your right of withdrawal within 14 days of receiving your order, without having to provide a reason.

The shipping cost of returned items is the customer's responsibility, in accordance with applicable law.

Refunds

Once we receive and inspect the returned items, the refund will be processed within a maximum of 7 days, using the same payment method used for the purchase.

For returns covered by the statutory right of withdrawal, the amounts legally due will be refunded, including the cost of the standard delivery option. Additional costs resulting from choosing a more expensive delivery method than the standard option available will not be refunded.

The refund may be made after we receive the returned items or after proof of shipment has been provided, whichever occurs first.

Order cancellations

If you wish to cancel an order before it is shipped, please contact us as soon as possible.

If the order has not yet been shipped, we will cancel it and process the corresponding refund.

Excluded items

For hygiene reasons, we do not accept returns of bodysuits if they have been used or if the hygiene protection has been removed, where such exclusion is permitted by law.

Mystery Bags are not eligible for exchange or return, without prejudice to any statutory rights that may apply.