Dear Customer,

Thank you for visiting the JOOP! Online Shop. Please note that you will not be able to make full use of our online shop using Internet Explorer.

We recommend that you use Google Chrome, Mozilla Firefox, Safari or another browser.

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FAQ

1. What is the shipping procedure?

Shipping for each order costs 6500 PKR.

The delivery time to Pakistan is 5-7 business days.

All orders are shipped from our warehouse in Germany. You will receive an e-mail as soon as we have shipped your item(s). If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation.

You can track your order here: https://web.global-e.com/Order/Track/mZqW

2. Do you deliver to my country?

We delivery to the countries you can see when you click on the flag icon on our website.

3. What payment methods do you accept?

We accept all major credit cards such as Visa, MasterCard, American Express, PayPal and other local payment methods. During the checkout process, the supported payment methods are displayed on screen.

4. Do I have to pay duties and taxes?

Customs duties and taxes are calculated and displayed in the checkout.

5. Can I change or cancel my order after it has been placed (e.g. address, items)?

Unfortunately, due to our automated order processing system, it is not possible to edit your address, add items to your order or cancel it after it has been placed.

6. Can I exchange items (different size, colour)?

Unfortunately, it is not possible to exchange items at present. Items which do not fit you or which you do not like can be returned to us. After we have received your return(s), you will be credited the invoiced amount for the returned items. If you would like the same item in a different colour or size, simply place a new order.

7. My package is stuck in customs.

Customs clearance is beyond our control, as are any delays resulting from inspections by the customs authorities.

As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.

8. How can I return items?

To return items, please print the return* label here: https://web.global-e.com/Returns/Portal/mZqW

*Please note that a return fee applies of 6500 PKR and shipping charges paid at checkout are non-refundable.

Important! All returned items must have their original tags and be clean, undamaged and in a saleable condition. Any returned items with a strong odour or other signs of wear cannot be made available for resale. In such cases, we reserve the right to claim for compensation. Garment bags or other accompaniments are part of the product and must be returned with the item if applicable.

9. I did not receive my refund.

Please note that returned orders can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:

1- Shipping time to arrive back to our warehouse
2- Processing and inspection for refund approval
3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

10. How do I get my money back?

As soon as we have received and inspected your return(s), we will credit the invoiced amount to you via your original payment method. It can take up to 7 business days for your return(s) to be accepted and inspected. Refunds vary depending on the payment method and are processed within 14 business days after receipt of the return(s).

11. What can I do if I can’t log in or can’t get a new password?

Firstly, please check to ensure that you have registered as a customer in the Joop online shop, and that you are not just a guest customer or a newsletter subscriber.

If, after checking your spam folder, you are sure you have not received an e-mail from us, please contact our Customer Service using the contact form or the service hotline.