Benachrichtigungen

Help Centre

We are here to help you with the most frequently asked questions!

How do I contact joonlo.com?

The quickest and easiest contact method is our online/email form. Online Form Click on "Contact us" and follow the drop-down to send us your enquiry. You can send us email to help@joonlo.com.


Our working hours are:

·       Monday – Friday 9am – 9pm Cyprus time.

·       Saturday - Sunday 9am – 5pm Cyprus time.

 

Excludes Christmas day, New Year’s Day, Good Friday, Easter Sunday.

Our support team is here to help whenever you need us!

 

Tracking my order and status

Cyprus Post and our freight partners are experiencing some delays due to higher than normal volumes of online orders, however orders are still being fulfilled and are arriving to customers and on the whole postage and courier services are generally operating as normal.

 

To get a better idea as to where your parcel is via your joonlo.com account, follow the instructions further below:

  1. Login to your joonlo.com account and click on My Orders under My Account:

  2. Search for the order you require and click on "Show Order Details".

  3. Your order status bar will advise as to where your order is currently at in terms of delivery. The green bar covers the steps until dispatch (item leaving warehouse).  By clicking on the TRACKING link, you will see the progress as the carrier takes the order from the warehouse to the destination.

 

Please note, we are unable to provide refunds for orders that are in transit. In line with our Terms and Conditions customers may be required to allow up to 30 days for orders to arrive before a resolution is provided. 

 

Cancel my Joonlo Membership

If you would like to cancel your membership you can easily do this through your My Account section under Joonlo. Click on Cancel subscription.

You can always contact our customer support team for further assistance.

 

Please note that Joonlo Memberships are non refundable or transferable, you will however still enjoy the remaining days or months (monthly or yearly member) benefits until your end date.

What do I do if my item is faulty or damaged?

We're here to help and apologise if you have received an item that is damaged or faulty.

Note: Our freight partners including Cyprus Post are experiencing delivery delays and service impacts due to Coronavirus.

This may result in delays in us receiving and processing your return.

We apologise for any inconvenience that this may cause, however be assured that we will complete your return as soon as it reaches us!

Return Policy

The first step is to arrange a Return Request. All returns sent to Joonlo must have a Return Authorisation Number (RMA). Without this, your return will not be accepted. 

 

To obtain a Return Authorisation Number:

 

  1. Sign in to Joonlo and go to "My Account"

  2. Click on "My Orders" to see your purchase history

  3. Find the relevant order number and click on the "Request Return" button

  4. Fill in the returns form and attach a photo

  5. Click "Submit Request"

Our Returns and Warranty Team will review your claim within 5 business days and respond with further instructions. Please keep an eye on your inbox and/or junk inbox.

Once your request for return is approved, you can send your item to us for assessment.

 

How to pack your items

 

  1. Prepare the item by placing it in the original Joonlo box. If your product arrived wrapped and without a box, you can wrap with bubble wrap or paper for padding. Please ensure that all parts, accessories, documentation and/or software originally included with your item/s are returned (unless otherwise advised), otherwise, fees may be charged or your request declined for incomplete returns.

  2. Print and affix the return label to the outside of the shipping box or wrapping. NOTE: Do not adhere the label directly to the product packaging or deface the original packaging.

  3. Ship it by taking the parcel to your nearest post office.
    Unfortunately, we do not accept return drop off at our warehouse.

Once your item is received at our warehouse, it will be inspected by our Returns and Warranty Team and they will be in contact to advise you of the outcome.

We ask that you allow 48 hours from the date that we receive your return parcel from Cyprus Post, for the inspection to be completed.

 

If your item is damaged or faulty, it will be checked and tested. If your item works or it is undamaged, it may be sent back to you with no refund provided.

If your item is deemed damaged or faulty, you will be entitled to a replacement or refund if the issue is considered a major failure. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you will be entitled to have the goods repaired or replaced.

Please note the following:

  • If you are returning multiple items in one parcel, please clearly include all RMA numbers on the outer box or wrapping

  • Returns without an RMA number will not be accepted

  • The Return Authorisation number is valid for 30 days

  • Your return must be received by us within this time or your claim may require reassessment.

  • Damage during shipping or items lost in transit is at the customer’s risk. We recommend paying for tracking or product insurance.

  • We cannot accept change of mind returns for items that come in sealed packages or boxes where seals are damaged or broken. Any products returned without proper sealed packaging will be rejected under our change of mind policy.

What happens to my parcel if no one is at the delivery address to receive it?

Cyprus Post will make every attempt to deliver your parcel. If a parcel is too big to be left in a mailbox, and no one's at the address when they attempt to deliver it:

  • check for special delivery instructions if provided

  • look for a Suitable Safe Drop Location (if a signature isn't required)

Missing Item/Product

If you haven't received an item/s in your order we're here to help.

Marketplace orders: Items in the same order can also be sold and delivered by one of our marketplace sellers. This means that you will receive multiple parcels from Joonlo and the Seller for items purchased in the same order.

You can easily find out if this applies to your order by checking your dispatch email or visiting your My Account > My Orders.

If you require assistance, please let us know and our staff will be happy to investigate with the courier company to track down your parcel. 

Please note: The investigation process can take up to 14 days to resolve. Once our team receives an outcome from the courier company we'll be in contact with you immediately with a resolution. 

Can I cancel, update or edit my order?

Unfortunately, once an order is placed, we can not cancel, update or amend it. 

In the event you have made a mistake, the order will be dispatched and delivered to the address indicated on the order confirmation. Please note, if your order is in transit, Joonlo will be unable to provide any refunds or credit until the product has been returned.  Once you have received your order you may lodge a return request via your Joonlo account. Additional shipping fees may apply.