FAQ

Creating an Account

Welcome to Journelle! You can easily create a new account with us just by entering your email and creating a password. Click on the My Account link at the top right hand side of the page and choose "Create Account." If you have been lucky enough to shop in one of our lovely stores (and provided us with your email address), our system will recognize you and prompt you to create a password. You will then not only be able to seamlessly shop online, but you can browse your in-store purchase history, making it easy to re-order any of your absolute favorites.

 

Trouble logging into your account

If you have forgotten your password, just click on the "Forgot Your Password?" link on the login screen and one will be emailed to you shortly. If for some reason you don't receive that email, just contact us here and we can re-set it for you. If you entered a password hint upon creating your account, it will be presented to you if you enter the wrong password, so hopefully, that will help! Please don't hesitate to get in touch and tell us what's wrong, and we'll try our best to help you fix it. We would also be happy to help you place your order over the phone- we know a thing or two about websites, but we know many, many things about lingerie.

 

Changing your password

You can change your password anytime by logging into your account and selecting "Account Information." The Change Password option is on the right side of the page- just enter your current password and confirm your new one.

 

Unsubscribing from emails

You can easily manage your email subscriptions while logged into your account. Simply click on "Email Subscriptions" on the left hand side to add or remove any email options. You can also unsubscribe directly from the emails you get from us by clicking on the "unsubscribe" link at the bottom of the page.

 

Gift Certificate Balance

If you have a gift certificate with us and would like to know your balance, you can check it by entering your code in the shopping cart under the "Enter Giftcard" tab. You can also give us a call and we can let you know the available balance.

 

Applying a Gift Certificate

Have a gift certificate? Lucky lady! Simply enter your code in the gift certificate field at check out. Please keep in mind that the code is case sensitive.

Credit card entry is required on all orders with a gift certificate, even if the remaining balance is zero. This is standard fraud protection. Should your gift certificate code ever be lost, stolen, or used wrongly, our team can trace it back through the card entry -- which should match the issued gift card holder. Please be aware the bank will issue an authorization of the full amount of the order pre-gift certificate to verify the information entered. Don't worry! We won't charge your credit card unless the value of your order is greater than your gift certificate. In this case, we will charge your credit card for the remaining balance once it ships. Authorizations are subject to the issuing bank's policies and can take anywhere from 1-10 business days to be reversed.

 

Order Status

You can check the status of your online order at any time by logging into your account and clicking on "My Orders." It will include the order number, order's status, amount, and if it has shipped, will have a link to your tracking information. Here you will also find a complete list of all past orders (which makes it easier to re-purchase your favorites!) If you have questions about any of your past or present orders, don't hesitate to CONTACT US.

 

Shipping

Most regular orders will ship from our warehouse within 1-3 business days (M-F). When your order ships, you will receive an email confirmation complete with tracking number. Please, check your spam folder if you did not receive this email. Additionally, you can find the tracking number by viewing your My Journelle page. Click on Order History to view status. We ship all orders UPS. UPS does not deliver on Saturdays, even on expedited shipping orders. For additional information on our shipping policies, please visit our Shipping & Handling page.

 

Taxes & Duties

Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on the "My Shopping Bag" page.

If you are shipping within the USA, local sales tax will only be charged on orders shipped to the following jurisdictions: California, District of Columbia, Illinois, Massachusetts, New Jersey, New York, North Carolina, Pennsylvania.

Orders outside of the US are shipped on a DDU (Delivery Duty Unpaid) basis, the product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.