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Free delivery from 150€ of purchase with Mondial Relay (in France)

Frequently asked questions

What shipping methods and charges can i select for the delivery of my Jonak order?

Delivery costs depend on the amount of your order and the destination country.

Depending on the products ordered and as indicated on each product description, the order preparation time may vary between 1 and 2 days, to which a further 3 to 5 days must be added for delivery.

For all orders in France, the delivery is free of charge by Colissimo or in collect point (from 120€ of purchase during summer and 200€ of purchase in winter).

For all orders in Europe and international, delivery costs depend on the destination country.

Details concerning delivery costs and conditions can be found in our General Terms and Conditions of Sale.

I made a mistake when placing my order and wish to change or cancel it:

It is not possible to cancel or change an order after you have confirmed and paid for it. Since orders are transmitted via an automatic IT workflow, your order will arrive directly at our warehouse so that it can be processed as quickly as possible.
It is also not possible for us to change the delivery address once the order has been confirmed, which is why it is very important to double-check the information and content included in your order before confirming it.[03]. MY CARD HAS BEEN DEBITED BUT I HAVE NOT YET RECEIVED MY ORDER – WHY?
Payment is debited automatically within 24 hours after you place an order. Therefore, it is completely normal for your card to be debited before you receive your shipment. You will also receive an email confirming receipt of payment once you have finalized and paid for your order.

My card has been debited but i have not yet received my order – why?

Payment is debited automatically within 24 hours after you place an order. Therefore, it is completely normal for your card to be debited before you receive your shipment. You will also receive an email confirming receipt of payment once you have finalized and paid for your order.

How can i track the delivery of my Jonak order?

Once your order has been dispatched by our warehouse, you will be sent an email to conform that your package has been dispatched. This email will include a summary of your order as well as your tracking number.
You can also track your package at any time by logging into your Jonak account. Click on “My orders” on the dashboard or in the “My orders” section. You will automatically be redirected to the website of the shipping company you selected for your order.

How long will it take your warehouse to dispatch my order?

Generally, all orders placed before 12 noon (UTC/GMT +1 hour) will be prepared and dispatched the same day. This preparation time may be extended for logistical reasons or based on the number of sales, but it will usually not exceed 48 working hours. Orders placed at the weekend will be processed on the following Monday. Orders placed on public holidays will be processed the next working day.
Once you have received the email confirming that your order has been dispatched, you can take into account the delivery times of your selected shipping company to calculate when your package should arrive.

How can i arrange to return an item ordered from the Jonak website?

Please be aware that, for every return, you must first notify us via:
- the contact form on our website
- or by clicking on Help center
Don’t forget to include your order number and specify the pair(s) of shoes you wish to return!

You can then return your item in its original, intact packaging, attaching the delivery note you received and circling the items you are returning.

You should post your package to the following address (free returns for France, Luxembourg, Belgium):
Dépôt Bingo
JONAK Return Service

Upon receipt of your package, our Quality service will examine the condition of the goods returned. No return shall be accepted and therefore no refund offered if the product returned has been worn, is dirty or damaged or has been rendered unfit for sale. All items returned must have all of their original labels (barcodes, composition) and must be returned in perfect condition and in their original packaging.
If your return is rejected, you will be informed via email.
If your return is accepted, the bank account linked with the card you used to pay for the order will be refunded automatically within 30 days of receipt of the return by our logistics centre.
You must pay the return costs; we will only refund the cost of the items invoiced.
Please be sure to obtain proof of posting when sending your package by post. No refund shall be made without proof of posting.

Can i return an internet order at a Jonak store?

It is not possible to return goods ordered from the Jonak website to one of our stores because the two are not affiliated at the moment. However, please be assured that this will soon change!

Have you received my return? when will i receive a refund?

When you post your package, you should receive proof of posting from the post office, which should also include a tracking number. This tracking number can be used to track the arrival of your package at our warehouse. Unfortunately, our warehouse staff are unable to inform you that your return has arrived, which is why it is very important to retain proof of posting.
We will refund you within 30 days of the day on which your parcel reaches our warehouse. Once this has taken place, you will receive an email confirming that the refund has been applied.
For orders paid for by credit or debit card, the refund will reach your bank account 1-10 days after you receive the email confirming your refund.
For orders paid for via Paypal, the refund will be applied to your Paypal account and you will receive an email from Paypal directly to your email account confirming the refund.
Please do not hesitate to contact our after-sales service team if you have not received anything by this time.

I am having a problem with my jonak order or with one of your products.

Have you received a faulty or ill-fitting item? We are sorry to hear that! Our after-sales service team will be delighted to assist you as quickly as possible, by clicking on Help center. You will need to send us the faulty pair and we will then offer you a replacement pair or a refund. Naturally, we will cover the return costs for the faulty pair.
If you ever receive a damaged or defective pair of shoes, please send some photos to Help center so that we can investigate and we will do our very best to resolve the issue as quickly as possible.

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