Frequently Asked Questions
Quick answers about sizing, shipping, returns, garment care, and payment for the TEAMJOY women’s winter collection.
Sizing & Fit
How should winter layers fit?+
Knitwear and base-layer tops should fit close enough to trap warmth without restricting movement, while wool coats and puffers need a little room to fit over them. Each product page lists bust, waist, length, and sleeve measurements to compare against a garment you already own.
I’m between two sizes — which should I choose?+
Email us your measurements and the style you are considering, and we will advise. If you plan to layer bulky knits under a coat, we generally suggest sizing up; for fitted sweaters and leggings, your usual size is usually correct.
Why do colors look slightly different on screen?+
Screen brightness and color settings can alter shade slightly. If the received piece differs materially from the listing, contact us within 7 days with photos.
Shipping & Delivery
How fast do you dispatch orders?+
Orders are processed and dispatched within 1–2 business days after payment confirmation. Business days exclude weekends and public holidays.
How long does delivery take?+
After dispatch, standard delivery normally takes 3–7 business days. This is an estimate, not a guaranteed delivery date, and may vary with carrier load, weather, or holidays.
How do I track my order?+
Once the package ships, we email a tracking number and carrier link. The first carrier scan may take up to 48 hours to appear.
How can I check my order status?+
After your order ships, the shipping confirmation email includes the tracking number and a link to the carrier. If the tracking has not updated yet, please allow time for the carrier’s first scan before contacting us. You may also email us with your order number and we will check the status for you.
Can I cancel my order?+
Yes, cancellation before dispatch is free — email us with your order number as soon as possible. Once the order has entered fulfillment or been shipped, cancellation is handled through the return process.
Returns & Exchanges
How long is the return window?+
You have 30 days from delivery to return an eligible item. It must be unworn, unwashed, undamaged, with original tags, labels, and packaging intact, and accompanied by your order number or proof of purchase. Returns received after 30 days cannot be accepted.
Who pays for return shipping on a size or change-of-mind return?+
For personal reasons, size changes, or change-of-mind returns, the customer covers return shipping; we do not provide prepaid return labels. Items sent back without prior approval may be refused or delayed.
What if the item arrives damaged, defective, or wrong?+
Contact us within 7 days of delivery with photos of the product, the packaging, and the shipping label or waybill. We offer a free exchange or a full refund including shipping, your choice.
When do I receive my refund?+
After inspection, approved refunds are returned to the original payment method within 7–10 business days. Original shipping charges are non-refundable, and your bank may take additional time to post the refund.
Can I exchange for another size or color?+
Yes, subject to availability. Email your order number and the replacement size or color; if it is out of stock, we issue a refund instead.
Garment Care
How do I care for coats, knits, and leggings?+
Follow the care label sewn inside each garment: many wool coats and knits prefer gentle cold washing or dry cleaning, while leggings and base layers are typically machine washable. Wash outside the label instructions may damage the piece and void return eligibility.
Should I wash an item before returning it?+
No. Returned items must be unwashed. Try the piece on indoors; keep tags attached and packaging intact until you are sure you are keeping it.
Payment & Contact
What payment methods do you accept?+
Payment is processed securely through the checkout provider. We do not store your full card number on our servers.
How fast do you reply to messages?+
We reply within 1–2 business days. Include your order number for a faster answer.