Customer Support

1. Sort Before Washing

Always sort garments by color (light/dark) and fabric type before washing to prevent color transfer and protect the structure and quality of the fabric.

2. Hand Washing Recommended

We strongly recommends gentle hand washing for most products. This helps minimize mechanical stress and preserve the shape, fabric, and delicate details of the garment.

3. Choosing Detergents

Use a mild, neutral detergent or fabric softener, preferably products specifically formulated for delicate fabrics.

DO NOT use highly concentrated detergents or bleach.

Always dilute the detergent with clean water before washing. Do not pour concentrated detergent directly onto the fabric, as this may cause discoloration or weaken the fabric fibers at the point of contact.

4. Ironing / Steaming

A garment steamer is recommended for all Joie products to effectively remove wrinkles without applying direct heat and pressure to the surface of the fabric.

Always adjust the temperature according to the fabric type and the care instructions indicated on the product label.

1. SIZE / PRODUCT EXCHANGE & RETURNS

Please note that returns and exchanges cannot currently be processed directly through the Website.

If you wish to return or exchange an order, please contact our Customer Service Team for guidance on the process and confirmation of the applicable return conditions.

2. ELIGIBILITY REQUIREMENTS

– The order must be recorded in Joie’s system with valid order information (phone number/purchase invoice) and must be within the applicable return/exchange period.

– Each order is eligible for one exchange only. Customers are responsible for two-way shipping fees.

– The product must be unused and in original condition (not washed, bleached, stained, torn, or exposed to unusual odors) and must have all original tags attached.

– Exchanges are only accepted for products with an equal or higher value than the original product. No refund will be issued for products of lower value.

– SALE items cannot be exchanged for a different product and are only eligible for size exchanges. If customers wish to exchange a SALE item for a different product, the exchange will be calculated based on the product’s original price, and customers are required to pay any price difference.

– SALE items are non-returnable.

– We strongly recommend that customers provide an UNCUT AND UNEDITED VIDEO OF THE COD PACKAGE UNBOXING so that Joie can process exchange requests as quickly as possible.

– We reserve the right to refuse an exchange or return if the product does not meet the applicable conditions. We strongly recommend that customers check the product immediately upon receipt and contact Joie as soon as possible so that we can provide the best possible support.

NOTES

– Customers can accumulate points using their phone number when placing orders through both Online and Offline channels. Please provide a valid phone number when placing your order. We only accept one phone number per customer and do not support combining points from two different phone numbers.

– If a customer meets the spending requirement to qualify for VIP/VVIP status during Q4 of each year (starting from October), Joie will still support maintaining the corresponding membership tier for the following year.

– The VIP/VVIP membership program does not apply to orders purchased through the e-commerce platform (Shopee, Tiktok,…) and is currently not available on the Website.