FAQ

How can I contact Joel&Tino?

You can email us at info@joeltino.com, where our customer service team will be happy to assist you with anything you need!

Do you ship worldwide?

Only to the the united kingdom (UK), United states and Netherlands.

Where do you ship from?

We ship via our suppliers/warehouse in Hong Kong.

Can I change or cancel my order?

Since we process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. All requests after this time will be denied. Your order can be returned for a full refund once it has been received.

What payment methods do you accept?

We accept visa, Mastercard and Paypal

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow extra time for processing your order during holidays and sale periods. We process orders from Monday to Friday. Orders are processed within 1-3 business days after the order date and shipped the day after processing. Please note that we do not ship on weekends.

How long does it take to receive my order?

Due to high demand, it may take 2-4 weeks for your order to arrive.

What if I don’t receive my order?

If you do not receive your order within 30 days after shipping, you are entitled to a full refund.

How do I return an item?

What if the items received are defective/incorrect/damaged?

Please contact us if you received merchandise that is incorrect, missing, and/or defective. Include your order number, attach photos of the items, and any related references upon receipt of your package. We will do our best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid with a credit or debit card, refunds will be sent to the issuing bank within 7-10 business days after receiving the returned item or cancellation request. Contact the bank that issued the card for inquiries about when the credit will be posted to your account. If you have not received a credit for your return yet, please do the following: Contact the bank/credit card company. It may take some time for the refund to be reflected on your account.