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.

Delivery

For deliveries, we focus on three main criteria: speed, convenience and reliability. We have teamed up with DHL, a powerful partner, to achieve these aims and offer you the best in delivery service. This means that delivery and any potential returns are made as easy as possible – for you and for us. 

Delivery costs

We basically send everything by parcel post. This means that the goods are always fully protected against loss or damage on their way to you or, if applicable, on their way back to us – not always the case with cheaper delivery options.

In order to be able to offer you this service, for each order up to a value of €150; we charge delivery costs of €5.95. Orders of over €150 are delivered free of charge. If you need to return an item, of course you can do that free of charge.

Different delivery addresses

JOOP! can also deliver items to a specific delivery address. For example, you can choose to have your order delivered to your office. When placing an order, just enter a different delivery address than your billing address.

Tracking

WithDHL tracking, at all times you know where your highly anticipated JOOP! delivery is. The relevant package number can be found in your order confirmation, which we email to you as soon as your delivery leaves the JOOP! logistics centre. Here you will also find a direct link to DHL tracking.

Please note that the tracking may not always function immediately, as the package number only becomes active once it has been collected and updated by DHL. If this happens, please try again later.

Delivery

DHL delivers directly to the address you have chosen. If you are not in, the package will be left with a neighbour or in a DHL/post office branch in your neighbourhood. A notification card left in your letterbox will tell you where and when the package can be collected. Counting from the day of the attempted delivery, you have 7 working days to collect the package from the post office branch before it is returned to us.

Returns

 Try on your new JOOP! favourites at your leisure at home. Combine them with your favourite garments and in the comfort of your home, find out whether love at first sight can develop into a harmonious relationship. If an item turns out to be the wrong style or size, take advantage of your 30-day right of return  and send it back to us.

Please bear in mind that we are unable to offer a direct exchange service. If you wish to have an item in a different colour or size, please place a new order and send the original delivery back to us.

In the JOOP! Online Shop, we can only accept complaints and returns for items that have also been ordered here. Items bought elsewhere should be returned to the place where they were purchased. Similarly, items bought in the JOOP! Online Shop cannot be returned to retail outlets. In this case, please send the item back to us.

These instructions are aimed primarily at our voluntarily offered right of return. This does not affect your statutory right of cancellation in any way. Details of the legal right of cancellation can be found in Section 6.1 of our GTC.

Returns

When returning an item, please use the returns slip. This can be printed out from our returns portal by visiting:

Damage during shipping are best avoided by packing the goods with care. – Partly for environmental reasons – simply use the original packaging.

Important! The returned items must still have the original labels and protections, and be otherwise in a condition that corresponds to normal checking and trying on of the goods. All returns with a strong smell or make-up/lipstick marks, meaning that they have clearly been worn, cannot be put back on sale. In such cases, we must make a compensation claim for loss of value.

Moreover: garment bags or other accessories are part of the product and must, where applicable, be returned with the item. 

Refunds

We will process your return as quickly as possible. If, once your return has been checked, you are due to receive a credit, we will refund the amount immediately to the bank, credit card or PayPal account used for the order. We will also inform you of your credit by email.

Complaints

The name JOOP! is a mark of good quality. If there are individual cases where this does not occur, we apologise in advance for the inconvenience caused.

Naturally, you can complain to us about defective goods within the context of your legal warranty claims. You can read more about this in our General Terms and Conditions. However, this only applies to goods that you purchased in the JOOP! Online Shop.

Please send the defective goods together with a short explanation and your bank account details to the following address:

JOOP! Online Shop
c/o PVS Logistikzentrum
Werner-Haas-Strasse 5
74172 Neckarsulm

If you have any other questions, please contact our customer service team. They will be happy to help.