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    FAQs

    Do you ship worldwide?
    Yes, we ship to most countries around the world.


    How long will my order take to deliver?
    Deliveries should reach within 5-7 working days upon dispatch. (This might be affected by MCO).

    How much do you charge for shipping?
    We provide FREE SHIPPING for orders of 2 bags and above. We charge RM8 for WEST MALAYSIA and RM15 for EAST MALAYSIA for orders below 2 bags.


    What are my payment options?
    We accept payments by credit/debit card & online transfer.


    What are my delivery options?
    Standard shipping will be delivered by trusted local courier once we have forwarded your item from our warehouse.


    How secure is your site?
    Journea processes payments using only trusted payment gateways. We take security very seriously.


    Can I amend my order?
    You may amend your order as much as you like before you click “complete order”. After this point, you will be not be able to make further amendments to your order. If you have entered wrong personal details or ordered the wrong item, please contact us immediately within the first 12 hours from order placement.

    Our Exchanges & Return policy is available to customers prior to checkout page. Should you wish to cancel your order, please note a cancellation fee of $5 will be incurred, deductible from your total refundable amount. Note that you're only allowed to cancel within 24 hours from the time you've placed your order.


    When will I receive my order confirmation email or tracking number?
    An Order Confirmation email will be sent to you upon confirmation of the successful purchase transaction. Shipping Confirmation emails are generally sent out within 24-48 hours after the processing and dispatch of your order from our warehouse.

    If you do not receive an order confirmation or shipping confirmation email for your order, it's likely they could have been marked as spam or there may be a typo within the email address found in your order. Some email providers may mark our emails as spam or completely block them. Do check your spam folder for emails about your order and make sure to add our emails to your safe list.

    You can also send us an email at hello@journea.co.uk with your order number/ details and we will be happy to check for you.


    Can I return or exchange an item?
    Please refer to our policy on Exchanges & Returns.


    What if my parcel is shown to be delivered but I have not received it yet?
    If your tracking information states that your package was delivered and you have not received it, please firstly contact your postal service and lodge an inquiry with them.

    Journea does not hold responsibility for packages that state to be delivered. We do not issue refunds for packages that have been confirmed by the postal services to be delivered. 


    What if I received a faulty item?
    We are terribly sorry if this happened. We would like to sort out any faults immediately. If would like to exchange the faulty item for the same item, send us an email at shopjournea@gmail.com


    How long is your post-purchase warranty?
    We offer a post-purchase warranty for a period of three months from date of purchase. For any related queries, do reach out to us at shopjournea@gmail.com or visit our terms & conditions page for further information.


    Why have I not received my refund (if applicable)?
    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take up to 10 business days before your refund appears on your bank statement.
    If you’ve done all of this and you still have not received your refund yet, please contact us at immediately.


    What should I do if I have provided the incorrect shipping details?

    Please contact us immediately if you noticed that your shipping details are incorrect. 

    Note that we are unable to allow any amendments once your parcel has been dispatched.