Frequently Asked Questions
There are several frequently asked questions, hope it is helpful.
Account & Coupon
What should I do if I Can't Log In?
Please follow the instructions below:
- Please check your login details and make sure your username or email address is used for registration.
- JourneyWestStyle.com system maintenance might cause a problem – Please wait 30 minutes and try again.
- Make sure that cookies from JourneyWestStyle.com are accepted in your browser. For better page performance, We recommend Internet Explorer 9 or high version, safari, Chrome, Opera, etc.
If the above methods do not work, please contact our customer service, they will help you to handle the issue.
TIP: If you’re not certain whether the problem is with us or you, please try to log in with another computer, or try different browsers.
When you registered, you might make a mistake which got you fail in accessing your account, and you can not make any orders. You had better register for a new account in a quickest way.
Note: You no need a account to purchase, as you can create a new account on checkout page.
Why should I create an account?
Account is a user center where you can check your ID level, order history, product reviews, etc. A JourneyWestStyle.com account makes shopping with us much easier. Allows you to:
- Check the status of your current order and keep track of previous orders.
- Contact Customer Service with questions, order update, and general assistance.
- Ask questions and/or write reviews about a product.
What should I do if I forgot my password?
If you’ve forgotten your password, click on “Lost your password”. We’ll ask you to enter your email account or username and then immediately send you a email which include a reset password link. Click the link will forward to the reset password page.
How can I update my shipping or billing address?
To change and/or update a Shipping Address or Billing Address:
- Sign into “My Account” and click “edit” to edit your shipping or billing address.
Note: Change shipping or billing address is active for next orders, not apply for previous order. If you need to change the order shipping or billing address, contact us with your order number please.
How can I write a review?
Writing a review is quite easy. It helps other customers know more about our products, and gives you a chance to win great prizes. You can go directly to the product page to write your review by click “add a review”.
How can I earn coupon code?
Follow our social media account(Facebook, Twitter or Pinterest) and we will publish some coupon code time to time.
How to get a promote coupon with "growing with us"?
What happens to my coupon when I return items for a refund?
The refund just for the payment you have made via payment gateway(Paypal or Amazon payment), not include the coupon. The coupon code still can be used if it is available.
What's payment methods are accepted?
We accept the Paypal , which may easier and safer to pay. For the pending payments, it may will take 3-4 business days to clear. If you do not have a Paypal account, just have a credit card, you also can pay with Paypal .
When using Paypal , payments are traceable. You can check the status of your payment by logging in to your Paypal account. Payment does not require you to provide your credit card number (you can transfer directly from your bank account). If you do use your credit card through Paypal, www.JourneyWestStyle.com will not see your credit card number, minimizing the risk of unauthorized use. You can pay even you have not a Paypal account.
Amazon payment will be supported in future.
Is Paypal free?
Yes. For the buyer, it’s totally free. You can sign up for a Paypal account for free, and there’s no charge to transfer funds from your bank account to your Paypal account.
What is the payment process when using Paypal ?
While on the Shopping checkout page, click Check Out with Paypal after reviewing your order. You will then leave www.JourneyWestStyle.com and enter Paypal ‘s website. Login in to your Paypal account or create an account if you don’t have one yet. Follow the online instructions given by Paypal to complete the process, finally will return to our site and display the order detail.
If I do not have a Paypal account, just have a credit card, how to make payment?
If you do not have a Paypal account, just have a credit card, you also can pay with Paypal . In checkout page, select the Paypal, in Paypal page select pay with a credit card, input your credit card information and you can register a papal account when you make payment.
When will I be charged for my items?
When you finish the payment at Paypal or Amazon payment page, we will capture your payment at once, means your are charged for the order, then forward to our site.
How do you calculate currency rates?
As an international retailer, JourneyWestStyle.com do nothing to for the currency rate of global currencies. As our site price is base on USD, we just charge the USD payment, but Paypal and Amazon payment will help to you convert your currency to USD. We do not control this. For detail, contact Paypal or Amazon payment please.
How do I use a coupon?
In the checkout page, you can input a coupon code to get the discount.
Any Useful Tips before Placing an Order?
- The following are some information you may focus on before placing orders:
JourneyWestStyle.com sends goods to you outside your country. So, you (or the consignee) are importers. In most cases, this means you will be liable for import duties and any other taxes. Therefore, on receipt of the items it’s your responsibility to pay the taxes/charges. Drop shippers: please inform your customers about this in advance.
- Generally, most of the couriers cannot deliver to PO box(depends on carrier and delivery country). So we suggest you offer a street address.
- A valid phone number in your account is needed. Drop shippers: please provide your customer’s phone number for couriers.
Samples orders are highly recommended before proceeding with large wholesale orders.
What is JourneyWestStyle purchase flow?
- Buyer searches for products and place an order at JourneyWestStyle.com: search for and evaluate an item, communicate with Seller, and then add to cart.
- Buyer makes payment, which JourneyWestStyle will hold until Buyer authorizes its release to Seller. payment is captured by seller.
- Seller delivers package. When the payment is confirmed, Buyer will get tracking information.
- Buyer receives package and checks quality and quantity of item(s).
- Buyer completes order and gives feedback and product review.
How to change the order information?
As a rule, once the order has been made, the detailed information (the size, the color, the material, etc.) of the item is not allowed to change anymore on our system. But you can contact us to change the item detail before we ship out the item. we will try best to help you, but consider to the stock, we maybe can not change the item detail for you(Even successes to change the shipping item, the detail display on our site will not change).
Second way, we recommend you contact us to canceling your order before shipping out, then you proceed to place a new order.
Please note that while most of our products can be cancelled up until they are shipped, certain products cannot be cancelled for restocking/processing fees may apply.
How can I check order status?
You should sign in first with the correct email address and password that is the same you use when you made the order. Then go to “My Account“, and then you can see your order status, click your order and you can view the order status whether your items have been shipped or not, even the tracking information.
What is processing time?
Generally speaking, it will take 4-15 working days delivery to your hand.
For Wholesale & custom-made service need 15-25 days to process, not include the shipping process. Shipping processing also usually in 4-15 working days.
How do I check my order status?
JourneyWestStyle.com makes it easy for everyone to keep track of his/her account.
Sign into “My Account” . You will be able to view all your orders and current status of each ordered item. and click on your order to check the detail status, such as shipping status.
How can I cancel my order?
Most of our products can be cancelled up until they are shipped for refund. If your order status is still not payment, you can easily cancel your order by yourself. If your order status is “Processing”, you can to contact us to cancel your order. Unfortunately, once an order has been shipped, it can no longer be cancelled.
When will I receive my order?
All of our items require processing time before they ship. Shipping time varies based on the shipping method you chose at checkout. See the chart below for our different shipping options:
You can go to “My account” and click on the order you need help with to check the your order.
Once your items have shipped, we’ll send you an email confirming shipment and include all relevant tracking information we can provide.
How do I contact Customer Service about my order?
What if I have a question before placing an order?
What should I do if the package is not received?
How can I track my package?
There are two ways to track your order.
The first way, Tracking the order with the tracking number in the email on the carrier website.
When your order ships, you will receive an email confirming shipment to the same email address you used when placing your order. This email will contain instructions on how to track your order.
The second way, login your account in our website via My Account page, then find your order. Click your order and there is a tracking button, click this button and it will open a new page to show you the tracking status.
Note that it may take up to 1-3 business day for your information to be posted on the carrier’s website, if you can’t get the shipping information from the carrier website operated in the ways as our advised, you could track it again in the next working day.
The tracking status on the carrier website must be admitted by customer.
What's shipping methods are available?
Currently, The majority of our orders are processed and shipped by US Amazon(Only for US), DHL, EMS, Royal mail and USPS within 2 days.
Normally, if you pay for the DHL fast delivery fee, we use DHL as shipping method. But for some counties which the DHL is not reach, we will use EMS. For the fee shipping order, if customer is locate in US, then we will select the USPS to delivery, for UK will select the Royal mail, other countries will use EMS.
For US customer, if the item have stock in US Amazon, then will shipping with Amazon preferred than DHL depends on the stock condition, we reserve this selection right.
How long will it take to deliver the products?
What countries or regions do you ship to?
We ships worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more. We employ the services of major, trusted international carriers to ensure your package arrives to your destination safely and securely.
Do you ship to APO/FPO military addresses?
Yes, we will ship the item to APO/FPO military addresses depend the carrier and delivery country, contact your local delivery carrier to get detail then order the item. If your address is a APO/FPO military addresses means you have confirm with your carrier, and you are response for this. you could just purchase the item, we will arrange the shipment for you soon. But we still recommend you select a street address to delivery.
My tracking number is not working, what should I do?
Once your package has left www.JourneyWestStyle.com, This does happens sometime for delivery carrier side and no update until the item delivered. Please wait a few days to see whether it can be update. If any questions, please leave us a message by contact us.
The www.JourneyWestStyle.com customer service center will respond within 24 hours.
What could cause an invalid tracking code?
The tracking information normally appears after 2-3 business days. If no tracking information updated for a long time, please contact us as soon as possible, and we will contact the shipping company for you. You may also contact the shipping company by yourself.
How does www.JourneyWestStyle.com get my shipping address?
We’ll get your shipping address when you make a payment by PayPal. Please note, Paypal will be not sharing any of your financial information with us except shipping address and a phone number which you have explicitly agreed to share with us. If there is something unusual about the destination address, our customer service representative will confirm it with you before shipping the package.
Are there any additional fees involved in international shipping?
In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time. We are not response for any tax and delay by this, The customer is responsible for any country specific tariffs and duties added by their respective government.
Return & Refund
What is the fully processing flow of returning an item?
JourneyWestStyle.com hopes you will be satisfied with every purchase you have made, but in some cases a customer may want to return an item. We allows you to track all of your purchases and will allow you to request a return if you have any problems with your order. Our Customer Service representatives determine eligibility for refunds and exchanges once customers have contacted Customer Service and explained their reason for the return. Returning packages without prior approval from Customer Service will halt or delay your return.
You can view the steps in our return process as below:
STEP ONE: SUBMIT A RETURN REQUEST ON MY ORDERS PAGE:
Sign in to My Account and copy the order number send to [email protected] using the email which you using to place order or click Contact Journey West for Return page to send message to us(this way can not with attachment).
Please provide the reason of your return and include as many details as possible, upload photos that clearly demonstrate the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary).
STEP TWO: CUSTOMER SERVICE REVIEWS YOUR REQUEST:
Our Customer Service usually will review your request and respond within 24 hours.
STEP THREE: RETURN THE ITEMS WITH A COMPLETED PRODUCT RETURN FORM:
Once Customer Service has approved your request, we will inform you. Please send the return and the completed Product Return Form back to us within 10 days. After you ship out the return package, remember to send the carrier name and tracking number to us.
STEP FOUR: CUSTOMER SERVICE PROCESSES THE RETURN:
We currently do not provide a return label.
Can I return products without requesting?
Please do not return any products without first requesting authorization. Should you return an item without requesting authorization beforehand, you will be liable to pay the shipping fees no matter if your item meets the return requirements or not. Furthermore, returns made without prior request take an additional week or longer to process. Please comply with our process so that we can provide you with the best service.
What if I changed my PayPal account, can the refund be sent to my new account?
If your PayPal account with which you paid your order is no longer available, please contact the PayPal customer service to reopen it. Then, please contact us with your order number for a refund. Your money will be returned to your order original PayPal account within 3 working days.
How to get refund if An item was lost or damaged during shipping?
If your item was damaged during shipping, you are eligible for a refund. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. Please also provide “Proof of Damage” documentation from your courier. we will offer a refund(need to negotiate with our both sides) or begin processing a new one for you. We will be responsible for all shipping fees incurred.
Inform Customer Service if you did not receive a package by the expected delivery date. Once Customer Service confirms with the courier that your package is lost, you will be offered a refund or your items will be resent.
To report a lost or damaged item, please click contact us our Customer Service with your order number.
How to get refund if An item is missing from my shipment?
If your order is missing an item, please contact Customer Service:
- Sign into your account
- Getting the order number and contact us with order number.
- Our Customer Service team will respond to you within 24 hours. we maybe contact with you, please notice your email or phone on available.
- Once Customer Service confirms an item is incorrect, we will offer a refund(need to negotiate with our both sides) or begin processing a new one for you. We will be responsible for all shipping fees incurred. we will provide information on sending it back to us. Once we receive the incorrect item, we will begin processing the correct item for you.
Have you received my returned items?
When returning an item, we recommend using your local postal service that provides tracking information and a Customs form, instead of a courier agency such as UPS, DHL or FedEx. After you ship out the return package, remember to send the carrier name and tracking number to us.
Once we’ve received your package, we will begin processing your return, which may take up to 3-5 business days. When processing is completed, we will contact you and issue your refund.
Is it necessary to offer a tracking number for returned products?
Yes, it is necessary to track the returned product, which may help us process smoothly. www.JourneyWestStyle.com will not take responsibility for lost or missing return shipments.
I've returned my item, how soon will I receive my refund?
In most cases, we will refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used.
- Credit/Debit Card
It will take 7-45 days for your credit card company to process the refund and credit your account.
If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.
If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.