Delivery
When will my item be delivered?
Shipment delivery typically takes place within 1-2 business days after order receipt for shipping to Germany.
In the shipping confirmation email you received from us, you will find a tracking number with which you can track your shipment.
Which shipping service providers does JO&LU work with?
We ship our packages to Germany with DHL.
Further information can be found on our shipping costs page.
Where can I track the delivery status of my order?
After placing your order, you will receive a shipping confirmation by email with tracking information.
My item arrived damaged, what now?
Please send an email with the order number and photos of the defect to: info@joandlu-urban.com
We will find a solution for you as soon as possible.
Return
What are the costs for returning an item?
Your return is completely free of charge if you use the label from our returns portal.
To give you enough time to make your decision, we offer a generous return period of 100 days. Please note that after this period, it will no longer be possible to create a return label or to return the goods.
You can easily create your personal label here: Returns Portal.
How do I get a return label?
Would you like to return one or more products from your order to us? Here you can initiate a return for individual products in your order.
You can find our returns portal here: CLICK.
Please note: Only use the return label provided by us and send your package to the address specified on it. As we have two return addresses, your return can be assigned correctly, and we avoid problems or additional costs.
How can I exchange an item I ordered?
Unfortunately, we do not offer exchanges. However, if a product is not satisfactory or similar, it can of course be returned. Upon receipt of the return, we will refund the purchase amount. In the meantime, the correct product can be reordered. This avoids any waiting time until the return has been processed by us. Unfortunately, it is not possible to offset amounts from different orders.
You can find our returns portal here: CLICK
Can I return items from one and the same order, which were split into multiple deliveries, in a single parcel?
Very gladly. In this case, please fill out all return forms for the respective order number and enclose them 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?
We will refund your money within 14 business days of receiving your return. Should there be delays in individual cases, we ask for your understanding. To expedite this process, please always ensure that your details on the return slip are correct and complete.
The refund will be issued via the payment method you selected when placing the order.
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?
Please report any complaint to customer support and send us pictures of the defect. The case will be reviewed and usually a repair by JO&LU will be proposed. The costs for this will be borne by JO&LU. If the purchase was made more than 6 months ago or if there is a defect due to improper handling of the product, a service fee may be charged.
Please note that outlet items cannot be claimed. We do not offer repairs for outlet items.
The return of the complaint must be made within one month.
My item arrived damaged. What now?
Would you still like to keep the item? Then please send us an email to info@joandlu-urban.com so we can arrange a discount with you. If not, we can gladly exchange it for you.
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?
You can enter your voucher code in the "Enter voucher code" field when you check out to activate it.
If that didn't work, please contact us with 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, it is not possible to redeem vouchers retroactively.
Does the correct entry of the voucher code (e.g. upper and lower case letters) play a role?
Yes! Adopt the code as 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 delete your personal data and addresses at any time in your customer account.
How can I delete my customer data?
Please send us an email to info@joandlu-urban.com with the reason for your request. We will then delete your customer data immediately.
What do I do if I forget my password?
To do this, click on the "Forgot password" button. You will then receive an email in which you can create a new password.