Global FAQs

How do I shop the website when I am shipping to a country outside of the U.S.?

Select the country where you will be shipping your order from the dropdown on the top left corner. On your mobile device or desktop, select your country. Once you are at checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes, and other customs fees. You will also have the option to change the language for valuable information at checkout.

What currency do you use for your prices?

Currency is displayed based on the country you select, and we collect payments in the local currency when you select your shipping country. You will be charged in the currency listed at checkout.

What payment methods do you offer?

We offer more than 35 different payment methods. Major payment methods like Visa, Mastercard, American Express, PayPal, and Diners are offered in over 100 countries along with many other popular local payment options specific to the region. There are additional local payment methods available and viewable upon checkout.

Can I purchase a gift card if I am outside the U.S.?

At this time, we do not accept purchases for gift cards for customers outside of the U.S.

What is your return policy?

For all U.S. online orders, full price items may be returned or exchanged within 30 days of placing your order. Items must be unopened, unused and unaltered, with all original packaging and/or tags.

To make a Return or Exchange, please email concierge@joannaczech.com with your original order number and request for return or exchange.

At this time, customers are responsible for all shipping costs associated with their Return or Exchange unless the product is damaged or missing. Please reach out to concierge@joannaczech.com or call (214) 812-9023 for any questions regarding your order.

How much does international shipping cost?

We offer free express international service shipping on orders $500 and above, and for orders less than U.S. $500, orders ship for a flat $15 express service fee.  

• >$500 U.S. dollars ship free express service
• <$500 U.S. dollars ship $15 flat fee express service

How do I track my international order?

You can track your order by clicking here. If you have any questions, please email us at concierge@joannaczech.com.

How fast is your international shipping?

Most orders are shipped within 2 business days* of purchase from our Dallas, Texas warehouse, pending availability and credit verification. Once your order is shipped, the transit time varies by country and the delivery time will be clearly stated at checkout along with the shipping method. You can track your international orders.

*Please note, we do not ship on weekends or U.S. holidays.

Can I get my international order faster?

We are unable to offer expedited international shipping. However, we ship all international orders via express service, and you should receive your order within 3-8 business days. You can track your order here.

Can I ship to an international PO box?

Unfortunately, DHL does not ship to international PO boxes. You need to use a physical address in order for us to ship internationally.

How do I return an order from outside the U.S.?

We offer a $20 flat fee for returns for our international customers.

You can use the Joanna Czech online returns portal. You can print out a prepaid label and return your items back at no additional cost. Please note that pick-ups are not included in this service.

For your online return please:

1. Print all documents.
2. Place the Return Note (page 1) inside the mailer along with the items you are returning.
3. Stick the Shipping Label (page 2) on the outside of the mailer. Make sure no other labels are showing.
4. Drop off your return and the rest of the documents to the courier on the label. In some countries, you will receive a commercial invoice in your printout. In this case, you will need to place 2 commercial invoices (pages 4 & 5) in a sealed, transparent envelope. Your courier should have one available for you. Then, hand the courier the waybill (page 3) and 1 commercial invoice (page 6). In some countries, there will not be a commercial invoice in your printout*. In that case, skip this step; it will be sent electronically. Hand your courier the waybill (page 3) as the last step.

*Some countries have moved to paperless commercial invoices. If you do not receive a commercial invoice in your printout, it will be sent electronically, and you do not need one to make a return. For any additional support, please contact concierge@joannaczech.com.

How much do international online returns cost? 

International return shipping is a $20 flat fee, Pick-ups are not included in this service.

If duties & taxes are included in the product price, you will receive a full refund of those as well. Duties and taxes that are paid separately at checkout are nonrefundable, except for orders shipping to Canada.

What do I do if I receive an incorrect, damaged, or defective item? 

Please contact concierge@joannaczech.com for support regarding a damaged or defective item. 

Can I exchange an item online from outside the U.S.? 

We are sorry, but we do not offer automatic exchanges on orders outside the U.S. currently. If you would like a different item, please return the original item, and place another order for the desired item.

For any additional support, please contact: concierge@joannaczech.com. 

Are taxes and duties included in my order total? 

How duties and taxes, and other customs fees are treated depends on what country you are shipping to. Deliveries to some countries are shipped to pay additional duties and/or taxes. This means you will not have to pay these fees separately when your order arrives. In some countries, you can choose to prepay at checkout or pay upon delivery. Check the list below to see which options are available in your country. 

How are duties and taxes calculated? 

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination, and the value of your purchase, and are added to your order total in the shopping cart. Duties and taxes are nonrefundable except for orders shipping to Canada.

This charge is determined by your local customs authority and includes:

1. The Sales Tax applied by your country for purchases from the U.S. and
2. Duties charged for processing by your country.

For any additional support, please contact us at concierge@joannaczech.com.

Are there any additional fees? 

In some cases, you will see “Fees” listed along with duties and taxes when selecting to prepay at checkout. Additional fees, when applicable, may include customs clearance fees, dangerous goods fee, remote area surcharge, high value goods clearance, broker clearance, among others.

You will not be required to pay any additional cost on delivery when you prepay duties and taxes fees at checkout, either by selecting to prepay duties and taxes at checkout or if you are shipping to a country that automatically ships without an additional payment of duties as listed below. 

Are duties and taxes refundable on return orders? 

Any duties and taxes paid separately are nonrefundable, except for orders shipping to Canada. 

How are duties and taxes handled for my country when shopping Joanna Czech website? 

If you are shopping in the following countries, duties and taxes are included, if applicable, and automatically ship with duties prepaid. This means you will not be asked to pay additional duties or taxes at checkout. We guarantee you will not be charged any additional fees at checkout or upon delivery. You can see the countries below where the duties, taxes and fees are included in the price when you checkout. 

Hidden Forced DDP Countries 

The duties, taxes and fees are included in the price when you checkout in the countries below.

Albania, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Slovak Republic, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. 

If you are shopping in the following countries, you have the option to prepay duties, taxes and fees during checkout or to pay for all duties, taxes and fees on delivery. If you select to prepay at checkout, you will not be charged any additional fees upon delivery. However, if you select to pay at delivery, we cannot guarantee the cost of fees upon delivery. Duties and taxes are non-refundable on returns for orders shipped to these destinations.

Optional DDP Countries 

You have the option to pay duties and taxes at checkout or delivery in the countries below.
Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Saint Eustatius and Saba, Bosnia and Herzegovina, Botswana, British Virgin Islands, Brunei Darussalam, Burkina Faso, Cambodia, Cameroon, Cape Verde, Cayman Islands, Chad, Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Cote D Ivoire, Curacao, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Ethiopia, F.Y.R.O.M. (Macedonia), Falkland Islands, Faro Islands, Fiji, French Guiana, French Polynesia, Gabon, Georgia, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guinea-Equat, Guyana, Haiti, Honduras, Iceland, India, Indonesia, Isle of Man, Israel, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea (South), Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liechtenstein, Macau, Madagascar, Malawi, Malaysia, Maldives, Marshall Islands, Martinique, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, Nicaragua, Nigeria, Niue, Northern Mariana Islands, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Reunion, Rwanda, Russia, Saint Kitts and Nevis, Saint Lucia, Samoa, San Marino, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, South Africa, Sri Lanka, St Barthelemy, St Martin, St Vincent, Sudan, Suriname, Swaziland, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Vatican City State (Holy See), Venezuela, Vietnam, Wallis and Futuna Islands, Zambia, Zimbabwe.

What countries require duties and taxes be paid for at checkout?

Forced DDP Countries

Duties and taxes are due at checkout and see the countries below where this is applicable.
Argentina, Brazil.

How are duties and taxes handled for Canada? 

In Canada, duties are included with the price of the product and taxes must be paid at checkout. For returns from Canada, duties are included in the refund, but taxes are non-refundable.

What countries do you not ship internationally?

We are sorry, we currently do not ship to Cuba, Eritrea, French Southern Territories, Iraq, Libya, Tajikistan and the U.S. Virgin Islands.