FAQS

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Yes, you do, but the process is simple and painless.
To create your account, simply click on 'Sign in' and then 'Register now' to fill in the form.

I'VE FORGOTTEN MY PASSWORD, WHAT DO I DO?

If you have forgotten your password follow the 'Forgot your password?' instructions on the Login page. For security reasons we are unable to send your password via email.

WHICH SIZE SHOULD I CHOOSE?

Click on the 'size chart' link which you will find on every product page. Most of the items are in stretchable material and thus will be quite accommodating even if you wear one size up or down. 

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless "Sold Out" is displayed. Please note that even if an item is in your shopping cart, it can still be bought by another customer until your order is complete.

If you are interested in an item that is not available, please email us at info@johannaho.com to find out if more stock is coming in. 
 
WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payment via PayPal with your Credit Card (Visa, Mastercard, American Express, Unionpay, Discover) 

TO WHICH COUNTRIES DO YOU SHIP?

We ship to all the countries that SF Express & EMS ship to.  For the most up-to-date information, please refer to their websites. However, we are unable to deliver to Post Office boxes or forwarding addresses. 

WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

There are international import and export regulations we have to adhere to.

As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.

WHAT ABOUT DUTIES AND TAXES?

Taxes and duties are based on shipping destination.

Most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. To view the most accurate price for your shipping destination, you will need to select your country (see previous question).

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. As we are unable to advise the amount this may be, we will always seek your confirmation prior to dispatching a DDU order.

The following countries are shipped to on a DDP (Delivery Duty Paid) basis:

Australia, Austria, Bahrain, Belgium, Brunei, Canada, Chile, China, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Jordan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Puerto Rico, Qatar, San Marino, Saudia Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States, Venezuela

CAN YOU SHIP TO MULTIPLE ADDRESSES?

We can only ship to one address per order.  If the order contains gifts or items that require shipping to multiple locations, these items need to be under separate orders for each address.

HOW MUCH IS SHIPPING AND WHEN WILL I RECEIVE MY ORDER?

Free shipping for net purchase amount of HK$3,000 or above for orders to Hong Kong, China, Taiwan and Macau, and HK$5,000 for orders to the rest of the world. 

For orders with a net purchase amount below the free shipping threshold, we will charge a minimal flat rate for shipping:

HK$40 for Hong Kong

HK$80 for China, Taiwan & Macau

HK$100 for the rest of the world

For orders outside of Hong Kong, the items will be delivered by SF Express or EMS so long as the destination is within their delivery networks.  Shipping is calculated automatically and will show at check out.  Orders are generally sent out within 2 business days upon confirmation of the order and will be delivered in another 3 business days, so you should receive your purchase within a week!

For orders within Hong Kong, your order will be delivered by local courier. The order should in general arrive in 2 to 3 business days.

Please ensure that you provide us with a suitable shipping address and a reachable telephone number when you place your order. We are unable to redirect orders once the items are dispatched.

WILL THERE BE AN ORDER CONFIRMATION?

After you place your order, we will send you an email to confirm that it has been received.
Paypal will debit your account at time of check out. If, however, any of the items you have ordered is unavailable, we will contact you by email and will arrange for a refund for the value of that item. 

CAN I TRACK MY ORDER?

For order destination outside Hong Kong, once your order has been despatched, you will receive email confirmation of your shipping details and a tracking number.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Please email us at info@johannaho.com within 3 days of receipt of your purchase for any return or exchange request.  Request made after the deadline will not be granted. The return item(s) must be sent out within 3 days after making the request. We regret that all discounted items cannot be returned. Items should be returned new, unused and with all garment tags still attached Shoes should be returned in their original, undamaged shoe box with the shoe bag as these are part of the product. Items which are not received in the above conditions will not be exchanged or returned. 

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

All correctly returned products will either be refunded to the purchaser's credit card via Paypal but shipping costs will be deducted.
Please be aware that it can take up to 10 days for the refund to appear in your account.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We will not rent or sell your personal information which is kept confidential at all times.
To register at our site, you will need to provide your name, mailing address, telephone number and email address. When processing your order online, your payment details are required by Paypal. Sender and recipient details are also required by the relevant shipping company.

We would like to contact you to inform you of the latest arrivals and news about our brand. If you prefer not to receive such information, please email info@johannaho.com.

WHAT IS THE TIME ZONE BEING REFERRED TO ON THIS WEBSITE?

All events, promotions and discount periods mentioned herein are based on Hong Kong time.