Delivery
When will my item be delivered?
Shipping to Germany usually takes 1 to 2 business days once we've received your order.
You'll receive a shipping confirmation from us with a tracking number that you can use to track your order.
Which shipping service providers does JO&LU work with?
We ship our packages to Germany with DHL.
You can find more information on our shipping costs page.
Where can I track the delivery status of my order?
Once you've placed your order, you'll receive a shipping confirmation from us with a tracking number that you can use to track your order.
My item arrived damaged, what now?
Please send an email with your order number and photos of the defect to: info@joandlu-urban.com
We will find a solution for you as quickly as possible.
Returns
What are the costs for returning an item?
You do not need to pay anything extra at the post office for your return if you use the prepaid label from our returns portal. The cost of the provided return shipping label will subsequently be transparently deducted from your refund amount. For a full return within the statutory 14-day cancellation window, we will naturally refund your original standard delivery charges.
You'll find our returns portal here.
How do I get a return label?
Would you like to return one or more items from your order? You can easily create your return shipping label using our returns portal: HERE.
Please note: Please use only the return shipping label provided by us and send your package to the address specified on it. Because we operate with two return addresses, this ensures your return is correctly assigned and helps us avoid delays or additional costs.
How can I exchange an item I ordered?
Unfortunately, we do not offer direct exchanges. If a product is not to your liking, it can be returned. Upon receipt of the return, we will refund the purchase amount (minus the return shipping fee). In the meantime, you can simply place a new order for the desired product. This avoids any waiting time for your return to be processed. Please note that offsetting amounts across different orders is not possible.
Can I return items from one and the same order, which were split into multiple deliveries, in a single parcel?
Of course! In this case, please fill out all return forms for the respective order number and send them back with the return shipment.
Payment Methods
Which payment methods does JO&LU offer?
- PayPal
- Credit Card (Mastercard, Visa, Amex)
- Invoice purchase via Klarna
- Google Pay
- Apple Pay
- Bank Transfer/Prepayment
- Voucher
How do I get my refund for a return?
Your refund will be issued promptly and no later than 14 days after we receive your return. The refund will be processed using the same payment method you selected when placing your order. To ensure quick processing, please make sure to enclose the fully completed return slip with your package.
How do I pay by invoice?
Klarna Bank AB (publ) handles payment processing for JO&LU for all purchases made using the "Pay by Invoice" option. You will receive the invoice along with your items. From the shipping date of your order, you have 14 days to settle the invoice. Pay by invoice via Klarna is available in Germany.
How this payment method works: After you have added your items to the shopping cart and entered your address, you will proceed to the next step of the payment process. Select "Pay by Invoice" and accept the General Terms and Conditions. If this payment method is not available to you, there could be several reasons. When you place an order using "Pay by Invoice," Klarna performs an identity and credit check. Three pieces of information are checked: your previous orders via Klarna, the cost of your current order, and information from credit bureaus. If the results of this check do not align with Klarna's internal standards, you will not be able to use this payment method. This, along with other factors, may prevent you from completing your order.
If you are unable to use this payment method, we recommend choosing an alternative payment method. If you have any questions about payment via Klarna, please contact Klarna's customer service or read their FAQs: Klarna FAQs
Complaint
How do I complain about a faulty item?
All of our products (including discounted items and outlet goods) are covered by the statutory 2-year warranty.
Should your item show a defect, please contact our customer support team at info@joandlu-urban.com with your order number and clear photos of the issue. We will review the case immediately and offer you a repair, replacement, or refund free of charge.
My item arrived damaged. What now?
Would you like to keep the item despite the damage? Please feel free to send us an email at info@joandlu-urban.com so we can agree on a partial discount with you. If you prefer not to keep the item, we will gladly arrange a free replacement or a full refund.
How do I get a replacement part or accessory for my item?
Please contact our customer support with your order number and let us know which item it is and what spare part you need. After a thorough review, we will send you one as quickly as possible.
Voucher
How can I redeem my voucher?
You can enter your voucher code in the "Enter voucher code" field when you go to checkout to activate it.
- Vouchers can only be redeemed online.
- Vouchers can be used for up to 3 years from the date of purchase.
My discount/voucher was not applied, what can I do?
Please first check the spelling and the redemption conditions of the code. If entering the code still does not work, please contact us with the exact details of the error message at info@joandlu-urban.com.
How do I know the voucher has been accepted?
If the voucher has been accepted, you will see the reduced amount in your shopping cart and in your order confirmation.
Can I redeem vouchers retroactively?
Unfortunately, for technical reasons, discount codes cannot be applied retroactively once an order has been completed.
Does the correct entry of the voucher code (e.g. upper and lower case letters) play a role?
Yes! Enter the code exactly as it's given.
Avoid possible confusions (digit 5 with uppercase S; digit 0 with uppercase O, uppercase I with lowercase L).
Customer Data
How do I change data in my customer account?
You can independently edit or update your personal details and shipping addresses at any time in your customer account. Simply log in to your profile to do so.
How can I delete my customer data?
You can informally request the deletion of your customer account and personal data at any time. Simply send us an email at info@joandlu-urban.com.
We will initiate the deletion immediately, provided there are no statutory retention obligations (e.g. tax laws regarding completed orders) to the contrary.
What do I do if I forget my password?
Click on the "Forgot password" button. You will then receive an email in which you can create a new password.