Frequently Asked Questions

General

Where do you deliver?

We do Delivery Islandwide except for Cake and flowers which will be delivered only in Colombo and suburbs.

Is there any delivery charge?

No. We don’t charge anything extra for delivery services except for selected items, and it’s varies depending on the delivery city. Purchases on Cakes, Flowers, and all purchases below Rs.5000 will be incurred with a delivery charge start at Rs.250 (LKR) and vary according to the delivered location. Free delivery is applicable for clothing regardless of the value you purchased

Are you open every day?

Yes, we are open 24/7 for your services.

Do you deliver on weekends and public holidays?

Yes, we do deliver on weekends and public holidays. However, delivery time may vary on Sundays to other cities than Colombo.

Before how many days should I place the order?

Order placement before one day is sufficient. But, it may vary on certain products. We request you to place the order before 2 days. However, in case of emergencies, we are ready to deliver on the same day within Colombo and suburbs.

Can I place an order for future delivery?

If you want the gift to be delivered on future dates, please select the date you want the gift to be delivered and place the order.

Do you deliver on time?

Our delivery team ensure our customers get their delivery on time with extra care and a big smile

Can I track the status of my order delivery?

You can easily track and view the status of your order in Track my Order option using the tracking code given that is available in your order confirmation email.

Further questions?

Just contact us at [email protected] or call us +94706666002 , +94777185951 or +94 113619797

PAYMENT

Having problems with your payment?

Debit and credit card payments can be unsuccessful for several reasons. It is advisable to know that you have not been charged any amount if an error message appears on your screen after you try to pay or if we authorise your payment is failed. Troubleshooting Failed Payments: 1. Payment Decline - By Your Bank The most common reason is that your bank has rejected it. Possible causes would be debit card is not authorized to do online transactions, or debit card is blocked. Give a quick call to your bank and enquire about the issue. Also, another possible reason for payment decline by your bank is using Blocked or Restricted card for certain transactions- (usually in foreign transactions). It’s normal for them to stop a payment that they might perceive as a new and unknown recipient. It is recommended to give your bank a quick call and let them know it is you making this payment and that Joanna’s is a trusted recipient. After the confirmation, your next attempt should be successful. 2. 3D Secure Verification Issue When you purchase, 3D secure pin (One Time Password) is required to enter at the OTP page. Aborting the OTP page without entering the OTP code may result in unsuccessful. For order confirmation, you will be asked to generate an OTP code to validate the purchaser. According to your confirmation, you will get an SMS to your mobile number with the OTP code. Enter your OTP code at the OTP page, choose to submit, and you’re done. 3. Insufficient Funds: If there isn’t enough money in your account or if you have a per-transaction limit. Your bank might stop your card payment. Give your bank a quick call and adjust your transaction limit if necessary. 4. Browser Issues: firewall or anti-virus software can fail your card payment procedure. Using anti-virus software, please add Joanna’s to the list of “safe merchants” and make sure to allows pop-ups.

Alternate payment methods

If the issue continues, use any of the below alternate payment method for your order: · Make a direct deposit. · Use a different card to make the payment. cash on delivery method If you’re having trouble making payments with the above methods, give us a call on +94706666002 or use our live chat support or contact us at [email protected] Click on the “Try Again” button at the top and go to the payment page, to submit an alternate payment method for your order. If you have any questions that aren’t covered here contact us at [email protected]
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