FAQ's
Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch, then please email: contact@topjoli.com.
Q. When will my order arrive?
A. Most orders are processed within 2–3 working days of ordering, with the exception of orders made on weekends (Saturday–Sunday). Orders made over the weekend will be processed on the next working day (Monday).
An email confirmation will be sent to the email address provided on your order once it has been dispatched, along with your tracking number.
All orders are sent fully tracked from our nearest warehouse based on your location. Once your order is shipped, you will receive an email with your tracking link.
These are estimated times based on current shipping times:
EUROPE: 4–6 business days
Times may vary due to busy shipping periods or national holidays.
Q. Has my order been dispatched yet?
A. Orders are generally dispatched within 2–3 working days, sometimes sooner. You will receive a dispatch email when your order has been sent. Please check your SPAM/Junk folder in case it ends up there.
If you cannot find your dispatch email or think you may have deleted it, contact us at contact@topjoli.com and we can give you real-time information about your order status.
Q. My item arrived broken or damaged. What can I do?
A. If your product is damaged, please take photos and send them to contact@topjoli.com.
We are not responsible for any damages to boxes, cases, or other packaging. We always ensure the product is well-protected, but it is the carrier’s responsibility to handle packages with care.
Q. I ordered 2 or more items. Why did I only receive one?
A. When you order multiple items, they might be shipped separately as they may come from different warehouses that we operate. You may receive one item before the next. Don’t panic, your remaining items are on the way!
Q. I need to cancel or change my order. How do I do this?
A. We always try our best to cancel your order, but if it has already been shipped or processed, we cannot cancel it.
If you’d like to change your order, please contact us ASAP. We will do our best to accommodate changes as long as the order hasn’t already been shipped. Once shipped, changes are not possible, but we do accept returns.
Q. My order is still not here. Please help!
A. Please don’t worry it’s on the way. If your order has taken longer than 4 weeks from dispatch, contact us and we will investigate.
We offer a Money Back Guarantee or will resend your order.
Q. I put the wrong address on my order. Can I change it?
A. If you’ve entered the wrong delivery address, contact us ASAP. If your order hasn’t been shipped or processed, we can update your delivery address without issue. If it has already been shipped, unfortunately there’s nothing we can do.
Q. Why didn’t I receive a confirmation email after placing the order?
A. There's a good chance the email went to your SPAM/JUNK folder. Please check there.
If you still can’t find it and need it resent, just let us know.
Q. I don't have a tracking number. When will I get it?
A. Your tracking number will be included in your dispatch email. If it’s not there or you need an update, email us at contact@topjoli.com.
Please allow 1–3 days for your tracking information to update in the carrier’s system.
Q. What are the payment options available?
A. We accept all major credit and debit cards through the Stripe-powered Shopify Payment system.