FREQUENTLY ASKED QUESTIONS
Are your products ethically made and sustainable?
Yes they are. We pride ourselves to use materials that do not harm the planet. Our suppliers use 100% organic cotton and recycled polyester, and is a proud member of the FairWear Foundation & is Organic Certified (GOTS). Our products are assembled in Bangladesh, respecting the environment & the workers making the products.
The certifications of our suppliers:
- OEKO-TEX 100
- OCS Blended, Organic Blended
- OCS 100, Organic 100
- FairWear Foundation
- GOTS, organic certified
We then design & embroider in France, with a local print factory that has an experience of more than 10 years in the printing method on textile. We work closely with them to make sure that each one of our product is done accordingly to our standards. To make sure that our final products is perfect, we have made prototypes & adjustments before making a product ready to sell.
Are you using biodegradable packaging?
We use 100% conventional plastic-free packaging. Our Packaging are recyclable and biodegradable. The tags & the inside bag and the string are made of 100% paper. The shipping bag is home compostable.
What size should I order?
For information on sizing, please check out our size chart on individual products.
Have additional sizing questions or concerns? Please contact us at firstname.lastname@example.org or directly using the chat function (click on the icon in the bottom right corner).
How do I wash my clothing?
Because we use eco-friendly water-based ink for our designs, it's important to follow the below care instructions:
For embroidered design:
- Always wash in cold water, up to 30°.
- Hand wash if specified on the tag.
- Don't use bleach or any strong detergent products.
- Do not machine dry. Hang or lay flat to air dry.
- Wash similar clothes together.
- Wear your hoodie as many times as possible before washing it. Since you'll probably wear a shirt underneath your hoodie, it won't need washing as frequently as clothes that come into direct contact with your skin.
- Turn your hoodie inside-out before washing.
- Wash in cold water on the gentle cycle with colour-preserving laundry detergent.
- Hang to dry instead of tossing it in the dryer. Not only does this help it last longer, but it can also prevent shrinking.
- Store your hoodie in a cool, dry, dark place during warm weather. Wash and air-dry it before storing it. Use a garment bag for extra protection.
Don't use a detergent that contains bleach.
Don't add bleach to the load when washing your hoodie.
How much stock do you have?
Slow Fashion can be slow 🌍 To reduce our impact on the planet, we produce small batches with limited products and sizes. If your order is not in stock, it will be made as soon as it is placed and the process could take up to 3 weeks (production & shipping included) for it to arrive at your door. We promise it is worth the wait 💜
How quickly are orders processed?
The Shipping time depends on which country you live on. For more information, please click here.
*Please note that weekends & Bank holidays are not included in business days.
I didn't receive an order confirmation email, what should I do?
You should receive an order confirmation email after you place an order. If you didn't receive one, please:
- Check your spam folder
- Verify that the email address you provided with your order is correct
- If the email you provided was incorrect, please send an email to email@example.com with the correct address and your full name, and we’ll have the confirmation resent accordingly.
- If the email address you provided was correct, but you didn't find the order confirmation in your spam folder, please send an email to firstname.lastname@example.org and we'll have it resent to you.
What payment methods do you accept?
We accept the following methods of payment:
- Credit Cards
I want to cancel my order!
Customers need to email email@example.com within 24 hours of placing their order to cancel, as we start embroidering and printing the items as soon as we can. After 24 hours, you will not be able to cancel your order.
Shipping & Duties
Do you ship worldwide?
We ship pretty much everywhere in Europe. For more information, please CLICK HERE.
If you items are not available in your country when doing the Check-out, please contact us by email at firstname.lastname@example.org or use the chat box located on the bottom right corner of your screen.
How much is shipping?
As we believe customer service is important, we have decided to offer FREE Standard shipping to all our customers in Europe (including Switzerland)
CLIK HERE for more information about Shipping.
How long would it take for my order to ship?
Shipping times vary depending on where you’re located. For more information please CLICK HERE.
Does my order come with tracked shipping?
Yes, all Standard & Express shipping come with a tracked number. We will email you a tracking number when your order has shipped. This tracking number may take 3 - 4 days to update.
You can also get the latest updates about your order by creating an account with us.
Will I have to pay any taxes/duties with my order?
You will be liable for any import duties, customs and taxes. These vary per country but are usually very rare with our orders. All custom fees are the receiver of the orders responsibility. Please be aware Jomo Shop does not have any control over any duties, taxes or customs levied by the country your order is being shipped to. These are randomly selected and we cannot predict these nor can we predict the cost.
I think my order got lost – what should I do?
Please first consult your expected order delay by clicking HERE.
If your order has not arrived within the estimated delivery delay, as indicated above, please contact us via email (email@example.com) as soon as possible so we can help you out. Unreceived orders must be reported to us within 30 days after the shipping date. Unfortunately we are unable to replace missing orders if not reported within this time frame.
Returns & Exchanges
I missed my delivery and the shirts are being returned to you. Now What?
If you missed delivery and didn't pick up the package within the designated delivery pickup time or input an incorrect address, the shirts will be returned to us and we will notify you when they arrive. Unfortunately we are unable to cover the reshipping of items so we will send an invoice to you to cover the shipping of your items again.
My order was labelled as "returned to sender". Why is that?
There are a few potential reasons why this happened:
- The address provided was incorrect or information was missing.
- The item is waiting to be collected but wasn't picked up within the allotted time.
- The addressee was not available at the time of delivery.
The shirts will be returned to us and we will notify you when they arrive. Unfortunately we are unable to cover the reshipping of items so we will send an invoice to you to cover the shipping of your items again. To have your order re-shipped, please send us an email at firstname.lastname@example.org
IMPORTANT NOTICE FOR INTERNATIONAL ORDERS
For international orders, if your parcel is in-transit for a long time, please contact customs right away! You may need to pick up your package.
If the package is not picked up within the allotted time, the order will be returned to us. We can reship the order, unfortunately we are unable to cover the reshipping of items so we will send an invoice to you to cover the shipping of your items again
The status of my order is "delivered" but I haven't received it yet. What should I do?
If your order is marked as 'delivered' but you have yet to receive it, please follow the steps below:
- Verify that the address you provided is correct
- Check with your neighbours
- Contact your local post office
- Email us at email@example.com for support
IMPORTANT NOTICE FOR INTERNATIONAL ORDERS
For international orders, if the tracking says your order was delivered but you haven't received it, please contact customs right away! You may need to pick up your package.
If the package is not picked up within three days, the order will be returned to us. We can reship the order, but you will have to pay the postage again.
United Arab Emirates orders must provide a PO box address or the item will not be delivered.
You will pay the postage to ship back.
Do you accept returns/exchanges?
Since we are a small company, at the moment we are not able to process exchanges and returns. So please, make sure that you choose the correct size. We invite you to use our sizing guide to make the best choice and DM us on Instagram or email if you have any questions or doubts.
Do you offer Wholesale?
We are very grateful that you are interested in selling Jomo products, please drop us an email at firstname.lastname@example.org to discuss any wholesale enquiries.