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How to make a return ?
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frequently asked Questions
Order and gift card
Secure payments
delivery and shipping
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Nous contacterI can't add an item to my cart, is that normal?
It is possible that the desired size of this model is no longer available in stock. If this is the case, it will be indicated with the mention "out of stock."
When can I order an item if it is out of stock?
Once sold out, our models are not restocked. The only exception is the Essentials collection, which is constantly renewed to always be available. If a size is no longer available, neither our e-shop nor our Flagship Stores will have it in stock.
What is the correct procedure to complete an order and make the payment?
Once your cart is filled, simply click on "checkout". A new page will appear, where you can enter your details and choose your delivery address. All that's left is to make your payment to finalize your order.
I wish to modify or cancel my order, how can I do that?
For technical and logistical reasons, an order cannot be modified or canceled. You can contact our customer service to find a solution.
I received a voucher, how do I use it?
Visit our e-shop https://www.jandjoy.com and fill your cart with your favorite items. Then click on "checkout" and enter your code in the "gift card or promo code" field below the order summary. The amount will be automatically deducted from your order.
Your voucher is not working? In that case, please provide us with the code obtained and the error message that appears and send it by email to support@jandjoy.com.
How to contact customer service?
If you did not find the answer to your questions in this FAQ, you can contact our customer service directly by email at support@jandjoy.com or by phone at 019/30.25.82.
When is customer service available?
Customer service is available from Monday to Friday from 10:00 AM to 5:30 PM.
How can I find out which is the nearest point of sale to my location?
You can discover our different stores here and find the one that is closest to you.
I returned my order, when will I be refunded?
It takes 2 to 3 business days after receiving your return for you to receive your refund in your bank account.
Can I return my order?
"We do everything possible to ensure the satisfaction of our customers. However, if an item does not please you, or if it is not the right size, you can of course return it."
How can I return my order?
I open the envelope inside the package
- Use the return label found in the package to send it back to us free of charge.
Preparing the package
- Place the item in its original condition in a package.
-Use the return label and put it on the package.
I am returning my package
- Go to a post office or post point to drop off your package.
- Ask for proof of deposit and keep it safe.
My refund
- Once your return has been processed by us, we will reimburse you by voucher. You will receive a confirmation email once the refund has been made. If you prefer to be reimbursed in euros, simply request it by return email.
What size should I choose?
In each product sheet, you will find a link above the size selector "Which size to choose?", where you will enter your age, height, and weight. The most suitable size will be automatically recommended to you.
Is there a minimum order amount?
There is no minimum order amount.
Can I place an order by phone?
Placing an order by phone is not possible. You can only place an order online, or shop at one of our stores.
Do I need to create an account to place an order?
Some people have difficulty validating their order when they have not created an account. That is why we recommend that you create a J&JOY account. This process will only take you a few minutes.
How can I view my order history?
To do this, simply log in to your J&JOY account at the following address: https://jandjoy.com/account/
I haven't received a confirmation email for my order, what should I do?
If you have not received an order confirmation from our customer service, it may be because we have an incorrect email address. In this case, you can contact customer service to provide us with your correct email address.
"I bought an item with a discount voucher but the size is not right. If I return this item, can I still benefit from my discount voucher?"
If you return an item because it was not the right size, and you had a discount voucher, it is still valid. The fact that you are returning an item does not mean that your voucher is no longer active. On the contrary, it is still valid.
I received other products than those ordered. What can I do?
Our products are packaged by hand. Therefore, an error may occur. If this is the case, please contact J&JOY's customer service at the email address. support@jandjoy.com , by explaining what you received exactly. We will contact you as soon as possible to understand what happened.
Are all the items in the online store in stock?
"Our site combines the stocks of our Flagship Stores as well as our warehouse, so yes, what you see is in stock."
Is the online store's offer the same as in the stores?
The items in our Flagship Stores are always those from the current collection; if an item from the current collection is not there, it will be ordered for you, and we will call you once it is on site.
Are my personal data protected?
We formally commit to ensuring that your data is not used for dishonest purposes. We will not disclose your data to a third party.
What payment methods are offered by J&JOY?
It is possible to pay by credit card (VISA or Master Card), Bancontact/MisterCash, or via a Paypal account.
What credit cards are accepted?
The accepted credit cards are those of Visa and Mastercard.
Paying on the J&JOY site, is it secure?
All payments are secure, encrypted, and no data is provided to anyone.
Can I receive an invoice for my order?
To receive an invoice, you must request it by replying to the confirmation email of your order. It is necessary to make the request as soon as possible, as soon as you receive your confirmation email. We will then send you the invoice by email.
Where to enter my gift card?
Meet us in our eshop https://www.jandjoy.com and fill your cart with your favorite items. Then click on 'checkout' and enter your code in the 'gift card' or 'promo code' field below the order summary. The amount will be automatically deducted from your order.
Your voucher is not working? In that case, please send us the code obtained and the error message displayed by email to the following address: support@jandjoy.com
Can I pay for my order in the online store?
Yes, you can make your payment through our eshop with complete confidence.
Can I view my past and paid orders online?
Yes, for that, you just need to log in to your J&JOY account at the following address: https://jandjoy.com/account/
My payment is declined. What to do?
If when trying to make your payment again, you find that your payment is once again declined, it is best to contact your bank to see where the problem lies. You can also choose another payment method.
Payment with Klarna
Order now
Order today, you will have 30 days to
make your payment to Klarna. No interest. No extra fees. Nothing simpler.
You have received your order and wish to pay earlier? It's possible.
Pay in 30 days
At the checkout of your store in
favorite line, simply fill in your personal information and choose "Pay in 30 days" to place your order. As soon as the product has been shipped, you will receive an email specifying when and how you can settle it.
Everything is under control
With the Klarna app, you are completely free:
receive updates via notifications, pay easily with Bancontact or credit card, and report any issues or potential returns.
All in one place.
We are sending you a timely reminder so that you do not forget to pay. Pay only when you have received and approved your order. With "Pay now" and "Pay in 30 days" you do not pay any interest and no additional fees, as long as you pay on time.
- Fees are only charged in case of late payment.
- You only pay for what you keep
When will you ship my order?
Orders are shipped by the transport companies Bpost and GLS, within a maximum of 48 working hours (between 8 AM and 6 PM) after receipt of payment. Please note that delivery times may be extended by 72 hours during sales and promotions.
Can I have my package delivered to an address other than mine?
It is possible to request the shipment of your package to an address different from yours (at your neighbor's, at your workplace...), provided that it is located in the same country. You can add this new address to your customer account.
Can I have my order shipped to a J&JOY store?
At the moment, we do not yet provide this service through our website, but you can contact our store directly to ask them for the part.
Is it possible to have delivery abroad?
We deliver all over France (mainland), the Netherlands, and Luxembourg. However, it is also possible to order from another country in Europe.
What happens if the order holder is not present at the time of delivery?
If no one is present to receive the package at the time of delivery to the specified address, the transport company will leave a delivery notice and drop off your package at the nearest pickup point to your home or in a safe place of your choice.
Can I track the delivery status of my order?
When you order an item from our service, you receive an order confirmation. On it, there is a tracking number. When you click on it, it redirects you to the delivery service page, which explains exactly where your package is.
Do I have to pay delivery fees?
Delivery fees are free for orders over €50.
What is the cost of the delivery fees?
We offer all our customers free delivery fees starting from €50 in Belgium, France (mainland), the Netherlands, and Luxembourg. The amount is €5 otherwise.
Can there be delivery delays?
"Regardless of our will, there are sometimes delivery delays due to external causes such as strikes, mis-sorted packages, ..."
I did not receive my order. Was there an error?
If you have not received your order, there may be several reasons. First of all, the items you ordered may no longer be available. Next, you may not have been present during the delivery by the postman. In this case, you should find his delivery notice. Finally, your package may have been returned to us because the address provided is incorrect. To find out which of these scenarios is correct, you can always contact customer service.
The received order is incomplete, what can I do?
If your order is incomplete, it may be because you placed two orders close together in time but not on the same day. In this case, don't panic, your order will arrive in the coming days.
I am not satisfied with my order, how can I return it?
Do you want to make a return? No problem, you have 30 days to send your package back to us!
Click here to see the explanatory video.
Your return in a few clicks
You have 30 days to return your package to us.
How to do it?
I prepare my package
- Place the item in its original condition in the package.
- Use the label you will find in your envelope and attach it to the package for a free return.
I am returning my package
- Go to a Post Office or a Post point to drop off your package.
- Request a deposit receipt and keep it safe.
My refund
- You will receive a confirmation email once the refund has been processed.
For the exchange, you just need to order the desired part again.
The return address is as follows:
TEXARDENT S.A. – Service e-Shop
At the Race Fund No. 19B
4300 Waremme
Belgium
Can I return my orders if they do not suit me?
If an item does not meet your expectations (wrong item, wrong size, damaged item, ...), you have a period of 30 days after delivery to return it.
Can I return my order at one of the J&JOY stores?
Yes, you can drop off your order at one of the J&JOY stores. All you need to do is bring your proof of purchase.
Can I return an item because the size is not right and exchange it?
Yes, of course, you can return an item and exchange it for the right size.
Is it possible to combine several orders into one to return it?
No. The orders are considered separate because they were not placed at the same time. Therefore, you cannot combine them into a single return.
Did you receive the items I returned?
If you have received your refund, it means we have received your return. In this case, we will always send you a confirmation email for the refund.
Can I return sale items?
Yes, any item can be returned.
Can I return items ordered with a gift voucher?
Yes, any item can be returned. Your gift card will be refunded.
What is the return address to send my package back?
The return address is as follows:
J&JOY – Service e-Shop
At the Râce Fund 19B
4300 Waremme
Belgium
Are returns free?
Yes, the return labels for J&JOY are free and in your package.
During promotional periods, in order to raise awareness among our customers and deter abusive returns, we have decided to withhold one euro per item returned when refunding.
Our goal is to encourage you to make more thoughtful choices when shopping. By adopting this approach, we contribute together to reduce our carbon footprint by minimizing waste generated by returns and associated transport.
We understand that this measure may raise some questions, so we have also taken steps to improve your overall shopping experiencefrom ordering to delivery of your package.
We have redesigned our packaging, now 100% recycled and 98% recyclable. Little icing on the cake,the return label is now included in each package, thus making the returns process easier for you.
It is important to emphasize that we always cover 100% of the transport costs for the delivery and return of your order. We want to offer you a hassle-free online shopping experience and we do everything we can to make your returns easier.
We hope you understand our approach and appreciate the improvements we have made to make your customer experience even better. If you have any additional questions, do not hesitate to contact our customer service via email
support@jandjoy.com.
When will I be refunded for my order?
It takes between 2 and 3 working days after processing your return for you to be reimbursed.
How will I be refunded in case of a return?
Once your return has been processed by our services, we will reimburse you by voucher. You will receive a confirmation email once the refund has been made. If you prefer to be reimbursed in euros, simply request it by return email.
During promotional periods, in order to raise awareness among our customers and deter abusive returns, we have decided to withhold one euro per item returned when refunding.
Our goal is to encourage you to make more thoughtful choices when shopping. By adopting this approach, we contribute together to reduce our carbon footprint by minimizing waste generated by returns and associated transport.
We understand that this measure may raise some questions, so we have also taken steps to improve your overall shopping experiencefrom ordering to delivery of your package.
We have redesigned our packaging, now 100% recycled and 98% recyclable. Little icing on the cake,the return label is now included in each package, thus making the returns process easier for you.
It is important to emphasize that we always cover 100% of the transport costs for the delivery and return of your order. We want to offer you a hassle-free online shopping experience and we do everything we can to make your returns easier.
We hope you understand our approach and appreciate the improvements we have made to make your customer experience even better. If you have any additional questions, do not hesitate to contact our customer service via email
support@jandjoy.com.
How to file a complaint?
"We do our best to ensure that our customers are satisfied with our services. However, if you have a complaint to send us, you can contact the store where you made your purchase. For any returns in-store, you must bring your receipt as well as the items you wish to return, and we will find a solution together."
If you purchased the item online, you must write your contact details and those of the item and clearly identify the reason for the return; as well as specify that the item arrived at your home damaged. Please send us this information by email at: support@jandjoy.com.
