Can I change my order afterwards (address or items)?
Due to automated order processing, it is unfortunately not possible to change an order afterwards. This applies to both delivery to a different address and the addition of extra items. Please check your details carefully before completing your order.
Can I exchange items (different size or color)?
We do not currently offer a direct exchange service. However, you can follow these steps:
- Items that do not fit or are not to your liking can be returned free of charge using the enclosed return slip.
- Once we have received the return, the amount for the returned items will be credited to your original payment method.
- If you would like to receive the same item in a different size or color, you can simply place a new order.
My desired item is sold out. Will it be available again?
If an item is sold out, you can receive an automatic notification as soon as it is available again:
- Open the product page of the desired item.
- Select the desired size.
- Enter your email address in the notification field.
- Click on ‘Submit’.
You will then receive an email as soon as the item is available again.
I cannot log in and am not receiving a new password
There may be several reasons why you are unable to log in to our online shop:
1. No customer account:
You may not yet be registered in the online shop. Please create a customer account: Login.
2. Newsletter subscriber only:
If you subscribe to our newsletter but have not yet created a customer account, you will not have a password. It is therefore not possible to log in. You can create a customer account at any time using the same email address you use for the newsletter.
3. Multiple email addresses:
Check whether you may have used a different email address to register in the shop.
4. Check your entry:
Ensure that both your email address and password have been entered correctly. Pay attention to upper and lower case letters and possible spaces.
5. Reset password:
If you have requested a new password and have not received an email (please also check your spam folder), please contact us via the contact form or our service hotline.
I have forgotten my password
If you have forgotten your password, please proceed as follows:
- Go to the Login area.
- Click on ‘Forgotten password’.
- Enter the email address stored in your customer account and click on ‘Submit’.
- If a customer account exists, you will receive an email with a link that you can use to set a new password. Please also check your spam folder.
How and what data can I change in my customer account?
You can change the following data in your customer account at any time:
- Password
- Billing and delivery address
- Name
- Telephone number
To do this, go to ‘My data’ and ‘My address book’ in your customer account (left-hand side), make the desired changes and save them.
How can I pay? What payment methods are available?
The following secure payment methods are available in the JOOP! online shop:
Accepted cards: Visa and MasterCard. The invoice amount will only be debited when your order is shipped. Refunds for returns will be automatically credited to your credit card account. Please note: American Express is currently not accepted.
Conveniently via bank account or credit card, without us receiving any payment details. Once payment has been completed, your order will be processed immediately.
Secure payment on iPhone, iPad, Mac or Apple Watch. Confirmation is via Face ID, Touch ID or code. Card details remain private.
Mobile payments via smartphone, smartwatch or Fitbit with a stored credit or debit card.
After completing your order, you will receive an email with the bank details for the transfer. Please enter your order number as the reason for payment.
Please pay within 7 days. Once payment has been received, the order will be shipped within 3-5 working days.
Bank details:
Lenox AG
Account number: 049841003
Sort code: 69070032
IBAN: DE53 6907 0032 0049 8410 01
BIC: DEUTDE6F690
Deutsche Bank
If we do not receive your payment within the specified period, your order will unfortunately become void so that we can offer the items reserved for you to other customers.
How does shipping work?
All orders are shipped from our warehouse in Haßfurt, Germany.
Standard shipping: 5,95 EUR per order shipping costs / free shipping from 150 EUR. Delivery time: 3-5 working days (DHL).
You will receive an email notification after your order has been shipped. If you have not received your goods one week after the shipping confirmation, please contact our customer service team.
Return shipping is generally free of charge.
Shipment tracking
After dispatch, you will receive a tracking number by email.
Track your parcel 24 hours after dispatch at: www.dhl.de.
Exchanging items (size, color)
- No direct exchanges possible.
- Items that do not fit or are not to your liking can be returned free of charge.
- Credit will be issued upon receipt of the return.
- New order for different size/color possible.
- Exchanges of online items in a brick-and-mortar store are not possible.
Returns
- Use the return slip included in the parcel or print it by visiting: DHL return portal Belgium
- If the return slip is missing please contact customer service.
- Items must have their original labels and be in a condition that allows them to be inspected.
- Clothing/accessories such as garment bags may need to be returned.
- Use the original packaging for safe transport.
Refunds
Once the return has been received and checked, the refund will be made to the original payment method within 14 days:
Credit card: Credit to your credit card account
PayPal: Credit to your PayPal account
If you redeemed a newsletter coupon, your order must still amount to a minimum of 200 EUR even after items have been returned.
Faulty items
Please submit complaints about damaged or faulty items via the contact form.
Not accepted as complaints:
- Personal fit or comfort
- Slight signs of wear, pilling, color loss, discoloration
- Damage due to improper use or cleaning
- Color loss or discoloration
- Defects resulting from intensive or improper use
Where can I redeem my voucher?
Enter the voucher code in the voucher field during the ordering process and click on ‘Redeem voucher’ to activate the discount.
One-time use: Vouchers that can only be redeemed once can be identified by the redemption conditions in the asterisk text. Other vouchers can be used multiple times.
Retrospective crediting: It is not possible to redeem vouchers retrospectively on orders that have already been completed.
Combining vouchers: Only one voucher can be redeemed per order.
Validity period: Please note the deadlines specified in the asterisk text.
Minimum purchase value: If the minimum order value is not reached due to a return, the voucher will expire.
Product restrictions: Some vouchers are only valid for certain products, categories or brands – see the asterisk text for details.
Why is my voucher code not accepted?
If a voucher code cannot be redeemed, you will receive an error message explaining why. Common causes:
- Minimum order value not reached
- Voucher expired
- Code not entered in upper or lower case correctly
- Voucher only valid for certain brands, categories, items, countries or payment methods
- Voucher has already been used
- Typo or incorrect character in the code
After entering the code, please check the notes and redemption conditions in the asterisk text of your voucher.
How can I unsubscribe from the newsletter?
You will find an unsubscribe link at the end of each newsletter.
After clicking on the link, you will receive confirmation that the unsubscription was successful.
Contacting customer service
Service hotline: 00800 - 30044300
Service hours:
- Monday to Friday: 8:00 a.m. to 8:00 p.m.
- Saturday: 9:00 a.m. to 12:00 p.m.
Email: service.eu@joop.com
Size guide
Under Size & Fit, you will find size charts with all the important measurements to help you determine the right size for clothing and shoes.
Finding items from current campaigns/advertisements
Campaign motifs are usually available online.
Navigation in the shop:
Are sold-out items available again?
Sold-out items will be reordered if possible. Availability depends on stock, delivery times and demand.
Tips for notifications:
- Use the notification function to be automatically informed as soon as the item is available again.
- Contact customer service for an estimate of expected availability.
Applications / Careers
Apply directly via the HOLY FASHION GROUP careers page or register in the talent pool.
Other enquiries: contact@holyfashiongroup.com