FAQ

Can't find your answer? Email info@jouz.studio or use our contact form — we usually reply within 1–2 working days.

Orders & shipping

When will my order ship?

Orders ship within 1–2 working days. You'll get an email with your track & trace code as soon as your order is on its way.

Where can I find shipping costs and delivery times?

Shipping costs are shown at checkout before you pay. All details are in our Shipping Policy.

My package is damaged or didn't arrive. What now?

Your order is our responsibility until it's delivered. Email us with your order number (and photos if it's damaged) and we'll sort it out with a replacement or a refund.

Can I change my order or address after ordering?

Email us as soon as possible. If your order hasn't shipped yet, we'll do our best to change it.

Returns & exchanges

Can I return my order?

Yes. You can withdraw from your purchase within 14 days of receiving it, without giving a reason — this includes sale items and pre-orders. Use the withdrawal form (no account needed) or email us. Full details: Returns & Exchanges.

My size doesn't fit. Can I exchange it?

Yes, for free. Email us your order number and the size you need. We send you a prepaid PostNL return label and ship the new size once we receive your item. If your size is sold out, we refund you instead.

When do I get my money back?

Within 14 days of your withdrawal, including the original standard shipping costs. We may wait until your item is back with us or you've shown proof of shipping. The refund goes to the payment method you used.

Sizing

How do I know what size to order?

Check the size guide on the product page — it shows the measurements of that specific piece. Our pieces are designed with a relaxed streetwear fit. Between two sizes or not sure? Message us and we'll help you pick.

Pre-orders & drops

What is a pre-order?

With a pre-order you buy an item before it's in stock. The expected shipping date is shown on the product page, and we'll email you your track & trace once it ships.

Can I cancel or return a pre-order?

Yes. Before it ships, email us and we'll cancel it and refund you. After you receive it, the same 14-day withdrawal right applies as for any other order.

How do I hear about new drops first?

Sign up for our newsletter at the bottom of the page and follow us on Instagram @jouz.studio. Sold out? Use "Notify me" on the product and we'll email you when it's back.

Payment

Which payment methods do you accept?

All available payment methods are shown at checkout. Your payment is processed securely — we never see or store your card details.

Product care

How should I care for my Jouz piece?

Check the care label and the care info on the product page. In general: wash inside out on 30°C with similar colours, don't tumble dry and don't iron directly on prints. That keeps the fabric and prints looking good for longer.

Still have a question?

Email info@jouz.studio, use our contact form, or see all our details on the Contact Information page.