FAQs

There is no question too big or too small. Please contact us at support@thejournalcollection.com for any query you might have. We will respond within 24 hours (apart from weekends).

Hours of service: Monday - Friday 9am - 5pm EST.




FAQs

Shipping

Do you ship internationally?

Currently, we only ship products to the US. In the future, we intend to provide international shipping.

 

When will my order ship?

Standard shipping hours are Monday – Friday, 9 am – 5pm EST. Orders in stock are usually shipped within 1–3 business days (depending on the shipping option you choose), unless noted otherwise in the product description. You will receive an order confirmation email immediately upon purchase. Please note, it may arrive in your spam folder. When your order ships you will receive a follow up confirmation email with tracking number (if applicable).

 

Where is my order?

The first thing to do is to check your tracking link, sent along with your shipping confirmation email.

If you have not received your order and are concerned it is lost or misplaced in the post, please contact us at support@thejournalcollection.com with your order number and we will endeavor to track down your order.

Return Policy & Exchanges

 

How do I make a return?

We accept returns for a full refund or exchange 30 days from date of receipt. We offer a 365-day guarantee on items against defects, and will replace any defective item with the same item for no additional cost.

To be eligible for a return, your merchandise must be unused and in the same condition that you received it, in the original packaging. Please send an email to support@thejournalcollection.com with your order number and tell us which item(s) you want to return and why. Our team will reply to you via email within 24 hours and, if you qualify, will provide you with a prepaid shipping label for you to return the item(s) and instructions on how to do so. Once we have received and processed the returned item, we will refund the price of the item(s) to the same method of payment you initially used. Please do not return an item without contacting us first, so we can provide a label and track the return shipping. Promotional items are not returnable.

If you haven’t received a refund 7 business days from the date we confirmed you were eligible for a refund, please email us at support@thejournalcollection.com.

 

My order is damaged, what shall I do?

If your order is damaged in any way, please email us at support@thejournalcollection.com to resolve.

 

My order isn’t correct, what shall I do?

If the order you receive is different from the order you placed, we will ensure that you are sent the correct order. Please email us at support@thejournalcollection.com to resolve, along with your order number and how your order differs from what you purchased. We will request that you return the incorrect order back to us in the original packaging before sending out the correct order. We include free return shipping within your order.

 

How do I amend an order?

Please contact our customer service department on support@thejournalcollection.com as soon as possible. We can only amend orders if they are yet to be shipped.

 

Miscellaneous

 

Do you take custom orders?

Unfortunately, at this time, we do not.

 

Do you have a physical store?

We are an online only store.

 

What shall I do if I’m experiencing technical issues with the website?

If you are having trouble checking out or other website issues please email us at support@thejournalcollection.com. We will respond to you as quickly as possible. Make sure your browser is up to date before contacting us.

 

Press inquiries?

For all press inquiries, please contact rossa@thejournalcollection.com.

 

Why does my packing slip contain a message that the product I purchased contains harmful chemicals?

California Proposition 65 is a California initiative approved by voters in 1986 and enacted into law as the Save Drinking Water and Toxic Enforcement Act of 1986. Because the law requires businesses to notify Californians if a product contains detectable amounts of chemicals that could be associated with certain health issues, the packing slip will contain a special message for any applicable products that are shipped into the State of California.