Frequently Asked Questions
Where can I find product details?
Review the product page for the fragrance name, concentration, size, condition and available options before ordering. Contact support@thejomashop.co if you need help with a product or an existing order.
Where do you ship?
Our primary shipping area is the United States. International orders are accepted only when approved before purchase or when checkout expressly offers delivery to the destination. Fragrance transport restrictions may limit destinations and available services. See our Shipping Policy.
How long does processing take?
Standard processing normally takes 3 to 5 business days after payment verification. Express processing, when offered and selected, normally takes 1 to 2 business days after payment verification. Weekends and public holidays are not business days. Carrier transit time begins after dispatch and is separate from processing time. Delivery estimates are not guarantees.
How can I track my order?
When tracking is available, it will be sent to the email address used at checkout. Tracking scans may take 24 to 72 hours to appear after a label is created. Label creation does not always mean that the carrier has completed its first physical scan.
Can I change an address or cancel an order?
Contact us immediately if an address is wrong or you wish to request cancellation. Address changes cannot be guaranteed after fulfillment begins. Products marked sale, clearance, discounted, promotional or final sale are not eligible for voluntary cancellation, without removing any remedy required by law. If we cannot ship within the promised period, we will provide the applicable delay notice and required cancellation or refund option; cancellation caused by our inability to ship within that period is not subject to the $20 cancellation deduction. Please contact support for the conditions applicable to your specific order and review our Shipping Policy and Return and Refund Policy.
What is your return policy?
Request a return by emailing support@thejomashop.co within 15 calendar days after recorded delivery. A return is not approved until written authorization and return instructions are issued. A voluntary return may be accepted only when the product is unopened, unused and unsprayed, with its original seals, packaging and accompanying items intact, and meets all other conditions in our Return and Refund Policy. Sale and final-sale restrictions apply. Mandatory legal rights remain unaffected.
What should I do if an item arrives damaged, leaking, broken or incorrect?
Contact us within 24 hours after delivery and retain the product, packaging, shipping carton and label. Include the order number, a description of the problem, clear photographs or video, and relevant batch or identifying information. The 24-hour notice helps preserve evidence and does not limit non-waivable legal rights. The standard remedy for a verified claim is replacement. If replacement is unavailable or another remedy is required by law, a refund or another lawful remedy may be provided.
Who pays return shipping, and where should I send an approved return?
For an approved voluntary return, the customer is responsible for return postage and carrier-compliant packaging. Original shipping charges are non-refundable unless required by law or the return resulted from our error. Do not ship a return until written instructions are provided. The business address is not automatically an authorized return address.
When is an approved refund issued?
A refund is considered only after the returned product has been physically received and inspected. If approved, it is issued to the original payment method within 3 to 5 business days after inspection. The bank, card issuer or payment provider may need additional time to post the credit.
How should I store fragrance?
Keep bottles upright in a cool, dry place away from direct sunlight and extreme temperature changes. Follow the manufacturer's labeling and keep fragrance away from heat, sparks and flame.