FAQ's

Have a question? You may find your answer here

When will my order be shipped?

Please visit our Shipping Policy page for full details on delivery times.

You will receive a Shipping Confirmation email with your tracking number once your order has been dispatched. You can also check the status of your order anytime by visiting your account on johannaortiz.com.

Domestic Shipping (U.S.)
We offer several shipping options within the continental U.S. Orders with expedited shipping must be placed by 12:00 PM ET to ship the same business day. A signature is required for all deliveries, and we are unable to ship to PO Boxes.

International Shipping
We offer DHL Express worldwide shipping. Delivery duties and taxes are calculated based on the destination country and its applicable regulations.

All orders are processed automatically and we are unable to expedite or delay shipment.

Please note: All preorders ship according to the estimated dates listed on the product page. Once an order is placed, it cannot be modified. Preorder items may have extended shipping times. Please check the product page for specific delivery estimates or contact us at customerservice@johannaortiz.com.

Our shipping services will be suspended due to warehouse closures on certain U.S. holidays. Please plan accordingly as orders placed on these days will not be processed until the following business day.

How much are shipping costs?

Domestic Shipping (U.S.)

Our shipping fees are as follows:

Standard Shipping: Complimentary on all U.S. orders
2-Day Shipping: $20
Overnight Shipping: $40

International Shipping

The shipping fee for international orders is $35 USD, with delivery duties and taxes determined by the destination country and its applicable import regulations.

Please visit our Shipping Policy page for more details.

Which countries does Johanna Ortiz ship to?

Please visit our Terms of Service page for information on the exact countries we ship to.

If you’re located in Colombia, our stores in Cali, Bogotá, and Cartagena will be happy to help.

Boutique in Cali: Calle 16 #103-00 Local 12 Centro Comercial Casa del Rio Sur, +57 317 300 5650

Boutique in Bogotá: Calle 82 #11-75 Centro Comercial El Retiro Local 157, +57 316 271 2763

Boutique in Cartagena: Centro, Plaza Santo Domingo, Calle 35, Local 3-16, ‪+57 315 392 8861‬

Can I change my order contents?

We unfortunately can not change the items in your order after it's been placed.

How can I check my order status?

When you place an order, you will receive an order confirmation with your order number. You can track the status of all your orders if you have a customer account with us. You will receive a tracking number when your order ships out. If you need assistance, please contact our customer care team here.

Can I preorder through JO's website?

Preorders are sometimes available online. The products that are on preorder will be marked acoordingly. The delivery window is detailed on the product's page. All preorders are paid for upfront.

I want to place a return or exchange. What do I do?

To submit a return or exchange request, enter our Return Portal (if in the US) or International Return Portal links found on our footer, add your order number, (including the #) and submit no later than 15 days after receiving your order.

After submitting your request, follow the instructions on the portal, select the reason for the return, and if you would like a refund, exchange, or store credit. A prepaid return label will be sent to your email. *Please note no exchanges or store credits are available for international orders.

We accept returns as long as the clothing is unworn, with all internal tags intact, and not purchased during Final Sale markdowns.

Please remember the return must be requested before the 15-day return period, which begins from the date of delivery.

UK & EU Customers: In compliance with applicable regulations, customers in the UK and EU may request returns within 14 days of receiving their order, including items marked as “final sale.”

Can I cancel my order?

Your order can be cancelled if it has not been processed yet. If you need assistance, please contact our customer care team here.

I received a damaged item! What should I do?

Please submit a return request on our Return Portal or international Return Portal found in the footer. Kindly include images. If you need assistance, our customer care team will be happy to help.

What currency is used in JO's website?

Prices are displayed in the currency based on your location. You can change your location at the footer by clicking on the "Ship to:" country. Unfortunately, if you can't find your country it means we do not ship to your location.

Is an item from a past collection available?

Our merchandising team carefully curates the selection for our online store from each year’s collections. Items not shown on the website are currently out of stock, though some of our best sellers may be restocked. Subscribe to our newsletter to stay informed about restocks and be the first to know when new products arrive.

How do I know my size?

Click the ‘Find Your Size’ button on the product page for a personalized fit recommendation based on your measurements. If you need assistance, please contact our customer care team here.

Is johannaortiz.com the official website?

Yes, johannaortiz.com is our official website. Please note that we are not responsible for purchases made on other websites claiming to sell our products. For a secure and authentic shopping experience, we recommend purchasing exclusively through johannaortiz.com. Your safety and satisfaction are our priorities. Exercise caution when considering other sources.