How to order on www.jandjoy.com?
You have a question?
frequently asked Questions
Order and gift card
Secure payments
delivery and shipping
Return
Nous contacterI 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 the mention "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 cart is full, simply 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 support@jandjoy.com.
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 e-mail at support@jandjoy.com or by phone at 019/30.25.82.
When can customer service be reached?
Customer service can be reached Monday to Friday from 10:00 a.m. to 5:30 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 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?", you will enter your age, height and weight. The most suitable size will be recommended to you automatically.
Is there a minimum order amount?
There is no minimum order amount.
Can I place an order over the phone?
Placing an order by phone is not possible. You can only order online, or make your purchases in one of our stores.
Do I need to create an account to be able to place an order?
Some people have difficulty confirming their order when they have not created an account. This is why we advise you to create a J&JOY account. This operation will only take you a few minutes.
How can I see my order history?
To do this, simply log in to your J&JOY account at the following address: https://jandjoy.com/account/
I have not received an order confirmation email, what should I do?
If you have not received an order confirmation from our customer service, it may be because we have a wrong email address. In this case, you can contact customer service to give us your correct email address.
I bought an item with a coupon but the size is wrong. If I return this item can I still take advantage of my coupon?
If you return an item because it was not the right size, and you had a coupon, it is still valid. 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 manually packed. So an error may be made. If this is the case, contact J&JOY customer service via the email address support@jandjoy.com , explaining what exactly you received. We will contact you as soon as possible to understand what happened.
Are all 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 offer of the online store the same as in the stores?
The items in our Flagship Stores are always those of the current collection, if an item from the current collection is not there, it will be ordered and we will call you back once it is there.
Are my personal data protected?
We make a formal commitment that your data will not be used for dishonest purposes. We will not disclose your data to third parties.
What are the payment methods 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 credit cards accepted are those of Visa and Mastercard.
Paying on the J&JOY website, is it secure?
All payment is secure, encrypted and no data is provided to anyone.
Can I receive an invoice for my order?
To receive an invoice, you must request one by responding to your order confirmation email. 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 do I enter my gift card?
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 the items. The amount will be automatically deducted from your order.
Your voucher is not working? In this case, please send us the code obtained and the error message that is 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 confidence.
Can I view my past and paid orders online?
Yes, to do this, simply log in to your J&JOY account at the following address: https://jandjoy.com/account/
My payment is declined. What to do?
If when you try to make your payment again, you find that your payment is once again refused, it is best to contact your bank to see where the problem comes from. You can also opt for another method of payment.
Payment with Klarna
Order now
Order today, you will have 30 days to
make your payment to Klarna. Nor interest. No extra. Nothing's easier.
Have you received your order and would like to pay sooner? It's possible.
Pay in 30 days
When going to the checkout of your store in
favorite line, simply fill out your personal information and choose “Pay in 30 days” to place your order. As soon as the product has been sent, you will receive an email specifying when and how you can pay.
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 problems or possible returns.
All in one place.
We send you a reminder in time so that you don't forget to pay. Pay only when you have received and approved your order. With “Pay now” and “Pay in 30 days” you pay no interest and no additional fees, as long as you pay on time.
- Fees are only charged for 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, maximum 48 working hours (between 8 a.m. and 6 p.m.) 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 neighbour's, at your place of work, etc.), provided that it is located in the same country. You can add this new address in your customer account.
Can I have my order shipped to a J&JOY store?
At the moment, we do not yet provide this service via our site but you can contact our store directly to ask them for the part.
Is it possible to have it delivered abroad?
We deliver everywhere in France (metropolitan), the Netherlands and Luxembourg. However, it is possible to order in another European country as well.
What happens if the order holder is not present during delivery?
If no one is present to receive the package at the time of delivery to the address indicated, the transport company will leave a transit advice note and deposit your package at the relay point closest to you or in the safe place of your choice.
Can I track the delivery status of my order?
When you order an item from our service, you will receive an order confirmation. On it is a tracking number. When you click on it, it takes you to the delivery service page, which explains exactly where your package is.
Do I have to pay delivery costs?
We offer you the delivery costs, for the amount of your order, in Belgium, France and Luxembourg.
What is the cost of delivery charges?
We offer all our customers their delivery costs - regardless of the amount of the order - in Belgium, France (metropolitan), the Netherlands and Luxembourg.
Can there be delivery delays?
Independently of our will, it sometimes happens that there are delays in delivery due to foreign causes such as strike, badly sorted parcel, …
I did not receive my order. Was there an error?
If you have not received your order there may be several reasons. First, the items you ordered may no longer be available. Then you were not present when the postman delivered. In this case, you should find his calling card. Finally, your parcel may have returned to us because the address indicated is not the correct one. To find out which of these assumptions is correct, you can always contact customer service.
The order received 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 next few days.
I am not satisfied with my order, how can I make a return?
Do you want to make a return? No problem, you have 30 days to return your package 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 ?
I prepare my package
- Place the item in its original condition in the parcel.
- Use the label you will find in your envelope and affix it to the package for a free return.
I return my package
- Go to a post office or post office to drop off your package.
- Ask for proof of deposit and keep it carefully.
My refund
- You will receive a confirmation email once the refund has been made.
For the exchange, all you have to do is re-order the part you want.
The return address is as follows:
TEXARDENT S.A. – Service e-Shop
Au Fonds Race n°19B
4300 Waremme
Belgium
Can I return my orders if they don't suit me?
If an item does not meet your expectations (item error, wrong size, damaged item, etc.), you have 30 days after delivery to return it.
Can I return my order to one of the J&JOY stores?
Yes, you can place your order in one of the J&JOY stores. All you need is the proof of purchase.
Can I return an item because the size is wrong and exchange it?
Yes of course, you can return an item and exchange it by taking it to the right size.
Is it possible to combine several commands into one to send back?
No. Orders are considered separate because they were not placed at the same time. So you can't group them together to make only one return.
Did you receive the items I returned?
If you have received your refund, we have received your return. In this case, we will always send you a refund confirmation email.
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 certificate will be refunded.
What is the return address to return my package?
The return address is as follows:
J&JOY – e-Shop Service
Au Fonds Râce 19B
4300 Waremme
Belgium
Are returns free?
Yes, return labels for J&JOY are free.
During promotional periods, in order to educate our customers and deter abusive returns, we have decided to retain one euro per returned item when refunding.
Our goal is to encourage you to make more thoughtful choices when shopping. By taking this approach, we contribute together to reduce our carbon footprint by minimizing the waste generated by returns as well as the associated transport.
We understand that this measure may raise some questions, which is why we have also taken steps to improve your overall shopping experience from the order to the delivery of your package.
We redesigned our packaging, now 100% recycled and 98% recyclable. Little icing on the cake, the return label is now included in each package, making the return 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 provide you with a hassle-free online shopping experience and we do everything we can to make your return process easier.
We hope you understand our approach and appreciate the improvements we've 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 reimbursed in the event 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 lodge 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 return 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 details and those of the item and clearly identify the reason for return; as well as specifying that the item arrived at your home damaged. Email us this information at: support@jandjoy.com.
