FAQ
What is Joejo + Nebria?
Joejo+Nebria is a luxury brand created to connect the world through unique scents.
Who started Joejo + Nebria?
John (The Dreamer), Marco (The Candlemaker), and Christine (The Renovator)…
We’re the three beautiful souls that spearheaded the birth of Joejo+Nebria! Read all about us by visiting Our Story.
How do I get in touch with the Joejo + Nebria support team?
If you have any questions or concerns, our team is on hand to assist you. Email help@joejonebria.com for support. Kindly allow 1-2 business days for a response.
Which scent should I choose?
Currently, we offer all product formats in twelve custom-designed scents.
Scent descriptions can be found on the individual product pages. If you would like further guidance, email help@joejonebria.com and someone will assist you.
If you are sensitive to specific scent additives or ingredients, please consult your physician before use.
Are your products and packaging sustainable?
We use sustainable, plant-derived, and upcycled ingredients across our formulas to make products that are as earth-friendly as possible. To reduce our environmental footprint, we only use 100% post-consumer recycled (PCR) materials in the production of our bottles and boxes. Our pumps and trigger sprays are reusable, but they are not recyclable. We hope to offer plastic-free refills soon.
Are your products vegan and cruelty-free?
Yes. Our products are 100% vegan and always cruelty-free.
Are your products safe for children and pets?
We formulate our products to meet strict industry standards and 'clean beauty' guidelines. When used as directed, our products are safe for use in and around the home. If you experience a negative reaction to any of our formulas, please discontinue use and consult your doctor.
Do your products contain allergens?
You can review full ingredient listings on the product pages. If you have further questions or concerns, please email help@joejonebria.com and someone will assist you. If you experience a negative reaction to any of our products, please discontinue use and consult a physician.
Where are your ingredients listings?
Full ingredient listings can be found on the individual product pages. If you have a question about an ingredient, email help@joejonebria.com and a member from our support team will be happy to assist you.
Do you offer minis or fragrance samplers?
Yes, feel free to contact us at info@joejonebria.com for samples.
Which payment forms do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, and Discover), ShopPay, and GooglePay.
How many days will it take for me to receive my order?
Order processing takes 5-7 business days. Orders placed after 12PM Eastern Standard Time (EST) will begin processing the following business day. Depending on the shipping option you select at checkout, it can take anywhere from 5-10 days once your order has been processed for you to receive your items. You will receive an email with a link to tracking information when your package leaves our shipping center.
Where is my order?
To view the status of your order, sign in to your account. Please note: it can take some carriers up to 2 business days after an order has been shipped to show updates in tracking.
Can I change or cancel my order?
At this time, we do not have the ability to change, update, or modify orders once placed. To cancel your order, please email help@joejonebria.com with your order number as soon as possible. A team member will assist you.
Can I change my shipping address?
Once you have placed your order, we cannot change or modify it. Please email help@joejonebria.com as soon as possible, and we will try to assist you.
What if a product is damaged, defective, or incorrect?
Please email help@joejonebria.com with your order number and attach a photo of the item(s) in question. We will do our best to fix the issue.
Will my items come with a return slip or invoice?
To reduce packaging waste, we do not include return slips or invoices with shipments. Our fulfillment center is unable to include custom gift notes at this time. If you would like a copy of your invoice, please email help@joejonebria.com with your order number and our team can provide you with an order receipt.
When and where do I enter my promo code?
You can enter your promo code during any point of checkout. On the top of the checkout page select 'click here to enter your code', then enter your coupon code, then click “Apply Coupon”.
Can I use multiple promo codes at once?
Only one promo code can be applied to your order.
How long does it take to ship my order?
We ship all US domestic orders via UPS Ground with an estimated 5-7 business days from the date of shipment for free.
You will receive an email with a link to tracking information when your package ships.
Do you offer free shipping?
We offer free shipping for US domestic orders.
Where can I find my tracking information?
To find your tracking information, sign in to your account. You can also view your tracking information in your shipping confirmation email.
I believe my order was lost in the mail or stolen. What should I do?
If you believe your order has been lost in transit, please contact help@joejonebria.com, and one of our team members will be happy to assist you. It can take 1-2 business days for tracking information to update in our system, and sometimes an order will be marked as delivered the day before it is actually received. Please wait 48 hours after receiving a delivery confirmation email to contact the concierge about lost packages. Note: we are not responsible lost or stolen packages that have been marked as delivered by our shipping partners.
Do you ship internationally?
Yes, we are now shipping to the United Kingdom and Australia.
What shipping options are available?
Orders will be shipped to the United Kingdom and Australia via GlobalPost Plus with an estimated shipped time of 7 Days for $10.00.
How are shipping rates determined?
International shipping rates are a flat rate of $10.
What is the expected transit time?
For US domestic deliveries, please allow an estimated 5-7 business days from the date of shipment. For international orders, please note that transit times may vary depending on customs clearance. However, you can expect your package to arrive within an estimated 7 business days from the date of shipment for France, Germany, Spain, United Kingdom (UK), and Australia.
Where can I find my tracking information?
Once shipped, a tracking email will be sent along with a link to customer service should you have any questions or concerns regarding your delivery.
What are Joejo + Nebria’s return and refund policies?
We want you to love your Joejo + Nebria products. In the event that you are unhappy or unsatisfied with your order, please email help@joejonebria.com within 30 days of delivery and include your order number as well as images of any defective items. Our team will be happy to assist you with returns and refunds.
Refunds will be credited to your original form of payment within 5-10 business days of processing. Note: only charges for the products will be refunded. Shipping charges will not be refunded.
I have opened the product. Can I still return it?
We can only accept returns for a full refund within 30 days of delivery for unopened product.
I want to return an item but I don’t have a return slip. What do I do?
We do not include return slips in our packages. To return a product, please email help@joejonebria.com with your order number (from your original confirmation email) and a member from our team will be happy to assist you.
What are the benefits of subscribing to Joejo + Nebria?
Subscription members receive exclusive discounts on all full-price products. When you subscribe, your products will automatically be delivered to your house per the schedule you select. You can change, modify, or cancel your subscription by emailing help@joejonebria.com.
How do I become a subscription member?
You can subscribe to the Joejo + Nebria newsletter at the bottom of any page on the website. Enter your email address and click the 'Subscribe' button.
How do I manage my subscription?
If you have any subscription questions, email help@joejonebria.com and a member from our team will be happy to assist you. You can also click on the unsubscribe link at the bottom of any communication you receive from us.
Who can I contact about press and media opportunities?
For all media and press inquiries, please email our press team at info@joejonebria.com. Note: we sincerely appreciate the support, but due to the high volume of requests, our team cannot respond to all inquiries.
I would like to partner or collaborate with Joejo + Nebria. How do I get in touch?
For partnership or influencer inquiries, please email info@joejonebria.com. Note: we sincerely appreciate the support, but due to the high volume of requests, our team cannot respond to all inquiries.
Who can I contact about selling Joejo + Nebria in my retail store?
For wholesale inquiries, please reach out to info@joejonebria.com. If the wholesale opportunity is of interest, someone from our team will follow up within five business days.
Do you work with influencers?
If you are an influencer or content creator and would like to work with us, please contact our partnerships team at info@joejonebria.com. Note: due to the high volume of requests, we cannot reply to all inquiries.