Our service:
- €5.95 delivery costs/Free delivery from €150
- Delivery with DHL within 3-5 working days
- Free return
- 30 days return policy
- Service hotline: 00800-30044300
- Service address: service.eu@joop.com
Frequently Asked Questions
1. HOW CAN I PAY?
- Payment by credit card
- Payment by PayPal
- Prepayment
- Payment by iDeal ( Netherlands only)
Payment by credit card
Paying by Visa or MasterCard is extremely easy. The billing amount will not be deducted from your credit card account until your new Joop garment has been shipped. If you return garments, we will credit the respective amount to your credit card account as soon as possible after the return has been processed at our logistics centre.
Payment by PayPal
Anyone who has a bank account or credit card can pay by PayPal – provided you have signed up with them. If you select PayPal as your payment type, you will be redirected to PayPal’s website after clicking on “BUY NOW”. You will then need to log in using your personal PayPal log-in details to complete your payment – meaning your payment details are not shared with us. Right after this, PayPal will inform us that your payment has gone through and we can then start to process your order for shipping right away.
Payment via iDEAL
iDEAL is an online payment method that allows consumers to pay via their own bank.
Prepayment
After you have placed your order in the Joop online shop, we will send you an order confirmation by e-mail. This will contain all of the information you need to transfer the money for prepayment. Please transfer the full amount within 7 business days to the following account:
Lenox AG
IBAN: DE53 6907 0032 0049 8410 01
BIC: DEUTDE6F690
Deutsche Bank
After your payment has been received, we will ship your new Joop garment(s) within 1–3 business days. If your payment has not been received by us within the specified time frame, it will become invalid and your reserved garment(s) will be offered for general sale again. Please note that not all payment types are available in all countries.
2. WHAT IS THE SHIPPING PROCEDURE?
Shipping for each order costs € 5,95 . Shipping is free for orders over € 150 Regular returns are also free in most cases. Generally, shipping with DHL takes 3–5 business days. . You will receive an e-mail as soon as we have shipped your garment(s). If you have not received the garment(s) one week after receiving the shipping confirmation by e-mail, please contact our Customer Service using the contact form or the service hotline.
3. CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED (E.G. ADDRESS, GARMENTS)?
Unfortunately, due to our automated order processing system, it is not possible to edit your address or add garments to your order after it has been placed.
4. CAN I EXCHANGE GARMENTS (DIFFERENT SIZE, COLOUR)?
Unfortunately, it is not possible to exchange garments at present. Garments which do not fit you or which you do not like can be returned to us free of charge using the included return form. After we have received your return(s), you will be credited the invoiced amount for the returned garments. If you would like the same garment in a different colour or size, simply place a new order.
5. HOW CAN I RETURN GARMENTS?
To return garments, use the return form that is included in your package. If there is no return form, please contact our Customer Service using the contact form or the service hotline.
Important!
All returned garments must have their original tags and be clean, undamaged and in a saleable condition. Any returned garments 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 garment if applicable. Damage during transit can be avoided by packing the goods carefully.
Simply use the original packaging, as this also helps the environment.
6. 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).
Credit card: Your credit card account will be credited the amount of the return(s). The credited amount may already show up on your next credit card bill.
PayPal: Your PayPal account will be credited the amount of the return(s). This amount will not be automatically transferred to your bank account or credit card account.
Prepayment: Your bank account will be credited the amount of the return(s). In this case, please send us your bank details using the contact form.
7. 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.
8. HOW AND WHERE CAN I APPLY FOR A JOB?
Please apply directly through the job vacancies section of the careers page on our website www.holyfashiongroup.com Alternatively, you can register for our Talent Pool on the same page. For any other queries on this topic, please get in touch with us at contact@holyfashiongroup.com.