MERRY XMAS : Order before 20th at midnight and receive your parcel on Saturday December 22nd ! Close

Returns

Please follow the return procedure explained below so that we can manage your return as quickly as possible.

Not satisfied with J&JOY products you ordered? Don't worry, you have 30 days to return them. If the item is defective, please contact our customer service department first so that they can arrange to look at the defect (support@jn-joy.be).

After we receive and examine the items, we will either exchange them or offer a refund. Items must be returned to us in their original packaging, accompanied by the return receipt you will receive by e-mail. Items returned must be labelled and must not be soiled, torn or damaged.

If you wish to exchange your items, we will email you a voucher to the value of the amount of your return as soon as your parcel is received and accepted by our returns service.

Please note that although we are anxious to provide you with quality service, we do not refund the cost of return. Returns will be refunded only if the product is defective. In this case, please first contact customer service via support@jn-joy.be so that we can analyse the problem.

The returned article remains your responsibility until it reaches us. We strongly recommend that you use a transporter with an insurance and tracking number, for example Hytchers.

Return instructions

To make a return via Bpost, you can follow the steps below:

    1. 1. If you placed your order as a guest, please contact us via support@jn-joy.be first so that we can turn your guest account into a customer account. If you have a customer account, please go to https://www.jn-joy.com/en/authentication?back=my-account and sign in to your account.
    1. 2. Click on "HISTORY AND DETAILS OF MY ORDERS". Locate the order for which you want to make a return request and click on the "+" to the left of the order in question.
    1. 3. Scroll down to the bottom of the page titled "MERCHANDISE RETURN". Then check the item (s) to be returned.
    1. 4. Indicate the reason for your return in the blank box provided for this purpose. To confirm your return request, please click on "GENERATE A RETURN".
    1. 5. Now you have made a return request, it will be examined by one of our colleagues. Processing a return can take up to 7 business days. Once your return is approved, an automatic e-mail will be sent to your e-mail address asking you to go back into your customer account under "MY MERCHANDISE RETURNS" and print your return voucher. It is this document that you need to include in your return package. Indicate on the returns document whether you prefer a refund or a voucher valid for 1 year in the e-shop. In the absence of any information from you, we will automatically send you a purchase voucher.
      1. 6. You can use the original packaging to return the item(s). All you have to do is send us the parcel via the carrier of your choice (the costs of return are at your expense) to:
        • J&JOY S.A. – Service e-Shop
        • Au Fonds Race n°19B
        • 4300 Waremme
        • Belgium

Logo Hytchers

You can also send back your package with the Belgian start-up Hytchers, a new ecological solution that collaborates with commuters-deliverers to transport parcels. The shipments are tracked and insured against steal and degradations for a price of 3,95 €. The procedure can be done online on : Hytchers-Returns.

Logo DPD

You can also send back your package through a DPD Parcelshop. The procedure has to be done online : www.dpdwebparcel.be. You can fill in the following information in “Receiver” :

      • Firstname and surname : J&JOY SA
      • E-mail : support@jn-joy.be
      • Telephone number : 019/30.25.82
      • Notificaton type : E-mail
      • Postal code : 4300
      • City : Waremme

For further information, please contact us at : support@jn-joy.com

WHAT DO I HAVE TO DO IF I DON’T LIKE THE PRODUCTS I ORDERED ?

You have 30 days to send us back your order. More info here: https://www.jn-joy.com/en/return-exchange/

HOW DO I SEND BACK AN ITEM ?

It’s simple, the process is described here: https://www.jn-joy.com/en/return-exchange/

WHO ASSUMES THE SHIPPING COSTS ?

We cover shipping costs unless it is a return, then it is the buyer’s responsibility. In case of a defective product or an error on our part, we will refund them. Please, in case of a defect item, contact us first: support@jn-joy.com.

IS IT POSSIBLE TO BRING THE PACKAGE BACK TO THE OFFICE IN WAREMME?

Yes, you just need to send an email to our customer service to make an appointment: support@jn-joy.com.

I RECEIVED AN ORDER NOT INTENDED FOR ME, WHAT SHOULD I DO ?

Easy peasy, you simply send an email to support@jn-joy.com including the reference number that is given in the package.

IS IT POSSIBLE TO RETURN MERCHANDISE IN A J&JOY STORE?

The J&JOY website is an online store that is only located on the internet. Therefore it is not possible to return an online order to one of our boutiques. If you wish to buy from a store, you can find the store nearest you by clicking here: http://webshop.jn-joy.com/en/content/8-stores.

By continuing your visit to this site, you agree to the use of cookies to provide you with personalized offers and information as well as producing statistics on site visits.

More