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frequently asked Questions
Order and gift card
delivery and shipping
I can't add an item to my basket, is this 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 as "sold out".
When can I order an item if it is sold out?
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 eshop nor our Flagship Stores will have it in stock.
What is the correct procedure to complete an order and make payment?
Once your basket is filled, you just have to click on "place order". A new page is displayed, on which you can enter your details and choose your delivery address. It only remains to make your payment to finalize your order.
I want to modify or cancel my order, how can I do it?
For technical and logistical reasons, an order cannot be modified or cancelled. You can contact our customer service to find a solution.
I received a voucher, how do I use it?
Visit our eshop https://www.jandjoy.com and fill your basket with your favorite items. Then click on "place order" and insert your code in the "gift card or promo code" field below the summary of items. The amount will be automatically deducted from your order.
Your voucher is not working? In this case, please let us know the code obtained and the error message that is displayed and send it by email to firstname.lastname@example.org.
How to contact customer service?
If you have not found the answer to your questions in this FAQ, you can contact our customer service directly by email at email@example.com or by phone at 019/30.25.82.
When can customer service be reached?
Customer service can be reached Monday through Friday from 10:00 a.m. to 6:00 p.m.
How do I know which point of sale is closest to me?
You can discover our different shops this way and find the one closest to you.
I returned my order, when will I be refunded?
It takes 2 to 3 working days after receipt of your return for you to receive your refund in your bank account.
Can I return my order?
We make every effort to guarantee the satisfaction of our customers. However, if an item does not please you, or it is not the right size, you can of course return it.
How can I return my order?
I log into "My Account"
- Go to your account to register your return.
- Enter your order number and tick the items you wish to return, indicating the reason for the return.
Preparation of the package
- Place the item in its original condition in a parcel.
- Print the confirmation email and insert it in the parcel.
- Print the return label and put it on the parcel.
I return my package
- Go to a post office or post point to drop off your package.
- Ask for proof of deposit and keep it safe.
- Once your return is processed by us, we will process your refund. You will receive a confirmation email once the refund has been made..
What size should I choose?
In each product sheet, you will find a link above the size selector "Which size to choose?", you will enter your age, height and weight. The most suitable size will be recommended to you automatically.