FAQ's

Have a question? You may find your answer here

When will my order be shipped?

Normal orders are processed within 2-5 business days and should arrive within 3-7 business days after shipping. Delivery times can vary depending on the shipping destination. We do not deliver on Saturdays. If an order is placed on Friday, Saturday, or Sunday, it will be processed the following business day, excluding holidays.

Preorder orders ship according to the delivery window listed on each product page.

 Which countries does Johanna Ortiz ship to?

We ship to all countries, except 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

Can I change my order contents?

You can change items in your order if:

1. It has not yet been fully fielded.

2. Items are not discounted.

If you would like to change the contents of an order, please contact our customer care team here.

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 my purchase! What do I do?

To request a return, visit our returns center here.

Complimentary shipping and returns on all orders. The 30-day return period begins from the date of shipment, and we are happy to accept returns as long as the clothing is unworn, with all internal tags intact, and not personalized by the customer.

Please keep in mind that the product may take approximately 10-15 business days to reach our facilities in Colombia. To ensure a smooth and timely return process, we highly recommend filling in the return form and dispatching it at your earliest convenience. This proactive approach will help expedite the process and minimize any potential delays.

We kindly request that you initiate the return within the 30-day period. Regrettably, if the deadline passes, we will be unable to proceed with your return request. We look forward to facilitating your return in a timely manner.

Discounted items are not eligible for returns.

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.

Do you offer exchanges?

We offer exchanges on our website. Contact our customer care team here to arrange your exchange after processing your return through our returns center here.

I received a damaged item! What should I do?

Please return damaged items to our returns center with images attached. 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?

All our prices are in US Dollars.

How much are shipping costs?

Since January 27, 2023, we offer complimentary worldwide shipping and returns on all orders. The location of the shipment will determine the import duties to be charged. 

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 Size chart tab on each product page to access size guides

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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