FAQs

Lingerie is such a wonderfully intimate and personal thing that we know questions about it can go way beyond a simple FAQ page. To get the answers you crave, we'd definitely recommending popping into one of our stores if there's one near you. If you don't have a local Journelle (or you just prefer to stay in your PJ's—which we totally understand), we're here for you. Our customer care team of fit-approved lingerie addicts experts is available via email and phone to talk everything from finding the right fit to the difference between French and Italian laces to choosing the perfect gift (even/especially if it's just for yourself). There's pretty much nothing we love more than chatting lingerie and no question is too big or too small.

What are my shipping options/what's your return policy?

We've got all those answers on our shipping and returns pages.

How do I check my Gift Certificate Balance?

If you have a gift certificate with us (lucky you!) and would like to know your available balance, you can check it by entering your code in the shopping cart under the "Enter Gift Certificate" tab. You can also get in touch with us via phone, email, or come visit us in-store and we can let you know the available balance.

Gift Cards & Store Credits

Discount codes & store credits cannot be retro-actively applied to an order once orders are billed. All store credits have a 5 year expiration from the date issued and cannot be renewed after expiration.

How do I check my order status?

You can check the status of your online order at any time by logging into your account and clicking on "My Orders." Here you will find your order number, the amount of the order, the order's status, and, if it has shipped, there will be a link to your tracking information. Your Orders page will also have a complete record of all past orders (which makes it super easy to re-purchase favorites and keep track of sizes). If you have questions about any of your past or present orders, please don't hesitate to get in touch with us via phone, email, or come visit us in-store.

Does Journelle honor price adjustments?

No. Please note our promotional codes exclude the following brands: Chantelle, Commando, Hanky Panky, Lelo, Natori, and Wacoal.

How do I unsubscribe from emails?

Though we'll be sad to see you go, 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.

Taxes & Duties

Since taxes and duties usually depend on where the items are being shipped, prices displayed on the website are exclusive of taxes. When you proceed to complete your order, sales tax (where applicable) will be calculated on the total merchandise value and any shipping charges (where applicable) and the full total will be 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 as per their requirements: 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, releasing your order from customs.

If you have any questions about taxes and duties for your specific location, get in touch with us via phone, email, or come visit us in-store.