FAQ's

Have a question? You may find your answer here

When will my order be shipped?

Please visit our Terms of Service page for details on delivery times.

You will receive a Shipping Confirmation email containing your tracking number once your parcel has been shipped. You can visit your account on johannaortiz.com to check the most up-to-date status of your order.

There will be no extra costs upon delivery (all orders placed on johannaortiz.com ship delivered-duty-paid). Shipments will be sent using FedEx.

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.

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

Note: Pre-order items may have extended shipping times. Please check the product page for specific delivery estimates.

 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 and Bogotá will be happy to help.

Boutique in Cali: Calle 16 #103-00 Local 12 Centro Comercial Casa del Rio Sur

Boutique in Bogotá: Calle 82 #11-75 Centro Comercial El Retiro Local 157

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 now available online. The delivery window for each collection is detailed on each product page.

We offer two types of preorders

Trunkshow: Get the latest trends before they are produced by buying directly from the runway.

Normal Preorder: Order your favorite styles before the collection items start shipping so you won't miss out.

I want to return or exchange my purchase! What do I do?

To submit a return request, kindly log in to your account on johannaortiz.com. *No need to have an account, a one-time code will be sent to your email.

After submitting your return request, you can pack and ship the items using the return shipping label found in the box. If you do not find a return shipping label in the box, we will send you one within 48 business hours.

Please visit our Returns, Exchanges and Cancellations page for more details.

Can I cancel my order?

Your order can be cancelled if it has not been shipped yet, otherwise, you may return it via our returns center here.

Please contact our customer care team here to cancel your order.

I received a damaged item! What should I do?

Please log in to your johannaortiz.com account and request a return for the damaged items, kindly include images. If you need assistance, our customer care team can help.

Can you match the price of other retailers?

As part of our price match policy, we will be glad to match a third party vendor's price reduction of up to 50% off the original retail price. It is important to note that the item(s) must be available in the same size and color at both locations in order for the offer to be eligible. If you wish to obtain a price match on your original purchase, you must do so within seven business days of the original purchase date and this does not apply to temporary promotions on partner websites.

What currency is used in JO's website?

The prices are shown in US Dollars.

How much are shipping costs?

We offer complimentary worldwide shipping and returns on all orders. The location of the shipment will determine the import duties and taxes to be charged.

Please visit our Terms of Service page for more details.

Where can I buy Johanna Ortiz around the world?

Please use our stockists locator to find the nearest retailers to you if you wish to purchase in stores. Unfortunately, due to several local regulations our online store doesn’t ship within Colombia. If you’re located in this country, our stores in Cali and Bogotá will be happy to help.

Boutique in Cali: Calle 16 #103-00 Local 12 Centro Comercial Casa del Rio Sur

Boutique in Bogotá: Calle 82 #11-75 Centro Comercial El Retiro Local 157

Is this item from a past collection available? 

Our merchandising team curates the selection for our online store from all of our yearly collections, all items that are not available on the web page are out of stock but sometimes some of our best sellers are restocked. Subscribe to our newsletter to keep up with these news or receive notifications about new product entries.

How do I know my size? 

Click on the "Find your size" button on the products page for a precise suggestion based on your measurments. You can also check out our Size Chart.

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.

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