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FAQ
Customer Service / Website help
Product information
Delivery service
After-sales service
  • Customer Service / Website help
  • Product information
  • Delivery service
  • After-sales service

Customer Service / Website help

Can i pay by cheque?

Dear Sir/Madam,

In order to ensure optimal security for all transactions, our website only accepts online payments via credit or debit card. This means that you cannot pay by cheque.

Yours faithfully,

Customer Service Team

Can i pay in instalments?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

Jonak has teamed up with Alma to offer you the option of paying in 2 or 3 instalments, free of charge, for purchases over €150. 

For more information, visit our "Split payment" page.

Subscribe to our Newsletter if you want to be the first to know about any new developments in our payment methods.

Yours faithfully,

Customer Service Team

Can i collect my order at one of your warehouses?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

At the present time, we do not yet have package collection points at our warehouses for logistical reasons.

If you would like to be kept informed of developments concerning our services, you can subscribe to our newsletter.

Yours faithfully,

Customer Service Team

How much are the shipping costs?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

A detailed breakdown of our shipping costs by destination and transporter can be found on our GTC page.

Our invoicing process is as transparent as possible, since we invoice proportionally based on the weight of your order.

Yours faithfully,

Customer Service Team

Do you deliver outside of France?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

For a detailed overview of the countries to which we deliver as well as our shipping rates, please see the General Terms and Conditions page on our website.

Subscribe to our newsletter if you would like to be notified in advance of any developments with regard to the countries to which we deliver.

Yours faithfully,

Customer Service Team

How do i use my promo code?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

Promotional codes are linked with specific special offers. They can only be used once and may not be combined with any other promo codes or sponsorship codes.

Using a promo code:

Enter the promotional code into the field provided when adding the related product to your basket. We strongly recommend that you finalise your order immediately once you have entered your code to avoid any malfunctions that might mean you are unable to benefit from the offer.

We cannot refund the sum saved through the use of a code at any point after you have placed the order. Therefore, we cannot accept any claims concerning the incorrect use of or failure to use a code.

Yours faithfully,

Customer Service Team

I cannot log in to my account/i have forgotten my password

Dear Sir/Madam,

First of all, thank you for your interest in our website.

If you are already registered as a customer I on our website, you will need to log in with your email address and password to place an order after filling your basket.

If you have forgotten your password, you can obtain a copy of it by email by going to the page and clicking the link “Forgotten your password?”.

If you have not registered as a customer on our website, you will first need to create an account. In order to do so, you will need to provide certain details, the most important being your email address.

Please be sure to pay attention to the upper- and lower-case letters in the new password we send you. We would also like to remind you to check your “spam” folder in your email software/service, since certain web services may inadvertently filter the automatically generated email we send you as spam.

If you wish to change your password, log into “My Account”, then go to “My personal details” and enter your new password in the 2 fields provided.

Should you still experience difficulties logging in, please feel free to contact our Customer Service Team by telephone. The team will be pleased to guide you through the various steps and/or access your account directly to assist you.

Yours faithfully,

Customer Service Team

Why are you asking me for supporting documents?

Dear Sir/Madam,

The purpose of this verification process is to protect you.

Fraudulent orders are sometimes placed as a result of identity theft or using stolen credit or debit cards.

By asking for these supporting documents, we are trying to limit the risks to honest customers.

We will wait for you to send the documents and thank you for your understanding.

Yours faithfully,

Customer Service Team

My email address is being rejected when i try to create account. Why?

Dear Sir/Madam,

In order to ensure you will receive the confirmation and shipping emails associated with your account, we systematically verify the validity of your email address when you create your customer account.

We therefore recommend that you be careful to enter a valid email address when registering. An address may be considered “invalid” if the domain name (the part of your email address that comes after the “@”) is not recognised, not trusted or is incorrect.
It is also possible that the part after the @ is prohibited because it is considered as being associated with a risk that the email will be forwarded to a spam folder.

Please contact our Customer Service Team for further information.

Yours faithfully,

Customer Service Team

How can i create a wishlist?

Dear Sir/Madam,

In order to ensure you get the best possible satisfaction from our website, we have implemented an option that allows you to create a selection of products, which you can then find at any time in your customer account. In order to enjoy this feature, you will need to have or create a customer account on the website.

From a product description
All you need to do is view the product in question and then click the “Heart” icon.

From your basket
In your basket, you can click “Save my selection” to add all the products in your basket to your wishlist. You will need to be logged into your account to be able to see this button.
From the list you have selected, you can then easily transfer some or all of the products to the basket or even share them on Facebook or via email.

Please note that creating a wishlist does not reserve products.

Yours faithfully,

Customer Service Team

Product information

Do your photos constitute a contractually binding portrayal of your products?

Dear Sir/Madam,

Thank you for your interest in our website.
All product photos are taken by confirmed professionals so that you will be provided with the most accurate view of the product possible.

If, however, you find that despite our best efforts, there are differences between our product photo and the reality, we would be extremely grateful if you would let us know so that we can further improve how our products are presented.

If you feel that you have been misled into buying an item based on its photo, please be aware that for certain products, the product can be returned for a refund (please refer to our returns process for further information).

Yours faithfully,

Customer Service Team

Will you restock a product that is currently not in stock?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

With regard to products listed as out of stock on our website, stock of these products may have sold out over the course of the day.

Please check back regularly on the website over the next few days to check whether we have received new stock of the product in question. Since we restock the products listed on the website every week, it is highly probable that the product will come back into stock very quickly.

Subscribe to our newsletter if you would like to be notified in advance of the arrival of products and make sure you don’t miss out on our great bargains any longer.

Yours faithfully,

Customer Service Team

Which size should i order?

Dear Sir/Madam,

First of all, thank you for your interest in our website.

Our product descriptions include a Size Guide (below the “SIZE" button).

However, some products are larger or smaller fitting due to the width of the shoe, for example. We always try to indicate these details in the product description, and you can also contact our after-sales service staff, who will be pleased to provide you with fitting information for our products.

If there is no warning about the fit, you can simply select your usual size.

Yours faithfully,

Customer Service Team

Delivery service

I still haven't received my order - why not?

Dear Sir/Madam,

Before we investigate what is happening with your order, could you please verify that you have not been asked for supporting documents in connection with our payment control procedures (aimed at combating fraud). If that is the case, the order status in your customer account will be: “Awaiting documents”. This status indicates that a request for supporting documents has been issued.
This request will have been sent to you via email; please check your spam folder if you have not received it.

If there is no pending request for documentation and your order status is still “processing” after 2 working days, please fill in the form so that we can investigate.

Yours faithfully,

Customer Service Team

My delivery address is wrong

Dear Sir/Madam,

First of all, thank you for your order.

An error in your delivery address has been identified in the following cases:

- Your order tracking page mentions that the parcel has been returned to the shipper for reasons such as “Address incomplete" / "Address incorrect" / "Recipient does not live at the address indicated".

- Your order has already been dispatched and you have noticed an error in the address. (The parcel will be returned to us in 10 days to 3 weeks if the address is incorrect or incomplete).

- Your order is currently being processed and you have noticed an error in the address.

Please fill in the form below, providing your correct address or your new delivery address as completely as possible.

If your order is being delivered to a new building, please check with your post office in advance to ensure that the address is well known and/or that there is no other official or provisional address that should be used instead.

Yours faithfully,

Customer Service Team

My order is listed as delivered on the colissimo website, but i have not received it


Dear Sir/Madam,

First of all, thank you for your order.

Before opening a query with Colissimo, please ensure that your parcel has not been accepted by a family member, neighbour or security guard on your behalf. This occurs very frequently.

If you have been away from home for over 10 days, the parcel may also have been returned to us following the expiry of the retention period for undelivered parcels at your post office. In this case, your order tracking status will read “Parcel returned to sender”/” Parcel not claimed”. If this is the case, please fill in the form entitled “My order has been returned to your warehouse”.

If you have already checked and are sure your parcel has not been accepted on your behalf, please fill in the form below so we can open an enquiry with Colissimo.

If all of the parcels in question have been signed for, we will verify that the goods receipt slip has been issued so that we can attempt to identify the recipient of the delivery.

Yours faithfully,

Customer Service Team

My order is listed as having been delivered to the collection point

Dear Sir/Madam,

First of all, thank you for your order.

Before we launch an investigation with regard to the collection point in question, please ensure that you went to the collection point indicated on the online tracking page. Due to the deactivation of some collection points, parcels may sometimes be delivered to a different collection point nearby. Click on the date of your order, shown in red on the top left of the online tracking page to view the details of your delivery.

If your parcel has been left at the collection point unclaimed for over 14 days, it may also have been returned to us following the expiry of the retention period for undelivered parcels at your collection point. Your order tracking page will state “Parcel returned to vendor” if this has happened. If this is the case, please fill in the form entitled “My order has been returned to your warehouse”.

If you have already checked and are sure that you went to the correct collection point to pick up your parcel, please fill in the form below so we can open an enquiry with the collection point.

If all of the parcels in question have been signed for, we will verify that the goods receipt slip has been issued so that we can attempt to identify the recipient of the delivery.

Yours faithfully,

Customer Service Team

I want to add or modify some items to my order - is that possible?

Dear Sir/Madam,

If your order has been finalised, i.e. you have already paid for it online, it can no longer be changed for technical and logistical reasons. Unfortunately, once an order has been validated, we cannot stop it to modify it before it is dispatched, since the supply chain will already have begun making preparations.

Therefore, we would encourage you to place a new order for the other products you need.

Yours faithfully,

Customer Service Team

I would like to exchange one or several items - how can i do that?

Dear Sir/Madam,

It is currently not possible to exchange an item you have purchased online on our website. You will therefore need to return the products for a refund, then place a new order.

Please feel free to place an order as of now for the product you wish to order.

Returning an item

For the other products, in line with the provisions set forth in Article L.121-21 of the French Consumer Code, customers have a period of 14 days within which to exercise their right of withdrawal without the need to cite a reason justifying the return. This period commences upon receipt of the product by customer or by a third party appointed by the customer.
Should the 14-day period expire on a Saturday, a Sunday or a public holiday, it shall be extended to the next working day.

In order to exercise your right of withdrawal, you may therefore return the product(s) affected, in its/their original condition, to the address below within 14 days of receipt of the item based on the postmark.

Entrepôt Logistique NC
Service Retour JONAK
17 rue du Noyer à La Malice
95380 Louvres
France

Please include the return number you have generated via your customer account, then indicate the reference and quantity of items returned plus the reason for the return for each item.

If you are exercising your right of withdrawal within the aforementioned period and provided that the conditions for returns have been respected, JONAK will refund the full price of the product(s) purchased. You must cover the shipping costs for the return.

For further details on our return process, please see our returns procedure at the bottom of our website.

Yours faithfully,

Customer Service Team

After-sales service

I have received my order but one or more of the items it contains are damaged

Dear Sir/Madam,

Thank you for your order. We are very sorry to hear about this incident.
Defective products can be returned to JONAK at the following address:

Entrepot Logistique NC
Service Retour JONAK
17 rue du Noyer à La Malice,
95380 Louvres
France

If you have received a defective product, you will be sent a return label via email once Jonak has verified the defect.

In order to complete this process, please fill in the form below, providing details of the product concerned (reference number) as well as a description of the damage identified.

If applicable, please also let us know if you refused to accept delivery from the shipping company due to obvious damage on the parcel(s).

I have received my order, but one of the items i have received does not correspond to my order.

Dear Sir/Madam,

Thank you for your order. We are very sorry to hear about this incident.

Starting on the day you receive your order, you have 5 working days to inform us of any conformity issues with the products you have received.
In order to do so, please fill in the form below, indicating the product concerned (reference number of the product ordered) as well as the reference numbers of the products you have received instead (reference number indicated on the packaging of the product received).

If applicable, please also let us know if you refused to accept delivery from the shipping company due this non-conformity you have noticed in the delivery.

Yours faithfully,

Customer Service Team

I cannot find a return label in my parcel - how can i proceed with the return?

Dear Sir/Madam,

You can download your return label from your account (“My Account”) and fill in in legible handwriting the information required for our returns procedure. Please enter the return number you have generated via your customer account on the top, then indicate the reference and quantity of items returned plus the reason for the return for each item.

If you are unable to print this return label, you can send us the following information in clear, legible handwriting on a piece of plain paper along with the items which you are dissatisfied: initial order number, the return number generated via your customer account plus, for each item, the item reference number, the quantities of items to be returned and the reason for the return.

DOWNLOAD MY RETURN LABEL

Yours faithfully,

Customer Service Team

I would like to return one or several items - how can i do that?

Dear Sir/Madam,

Thank you for your order. We are very sorry to hear that you are not entirely satisfied with the goods you have received.

Returning an item

In line with the provisions set forth in Article L.121-21 of the French Consumer Code, customers have a period of 14 days within which to exercise their right of withdrawal without the need to cite a reason justifying the return. This period commences upon receipt of the product by customer or by a third party appointed by the customer.
Should the 14-day period expire on a Saturday, a Sunday or a public holiday, it shall be extended to the next working day.

In order to exercise your right of withdrawal, you may therefore return the product(s) affected, in its/their original condition, to the address below within 14 days of receipt of the item based on the postmark.

From December 11, 2023, a €1.95 returns fee are charged on returned orders.

Please note that if your return is the result of an error on our part, such as a logistical problem, you will not be asked to pay the return fee.

Entrepot Logistique NC
Service Retour JONAK
17 rue du Noyer à La Malice,
95380 Louvres
France

Please include the return number you have generated via your customer account, then indicate the reference and quantity of items returned plus the reason for the return for each item.

If you are exercising your right of withdrawal within the aforementioned period and provided that the conditions for returns have been respected, Jonak will refund the full price of the product(s) purchased. You must cover the shipping costs for the return.

For further details on our return process, please see our returns procedure at the bottom of our website.

Yours faithfully,

Customer Service Team

I have not received my refund. Can you please help me with this?

Dear Sir/Madam,

When you return a product or if a delivery is incomplete, refunds are generally made to the bank account linked to the credit or debit card you used to purchase the goods.

Please check your credit/debit card statement in advance. We would also like to remind you that time it takes for the refund to go through may vary if a different card was used to pay for the order.

The credit should appear on your account within 1 to 15 working days approximately once the returned product has been received or as soon as the incomplete order is completed.

You will be able to view the amount of the refund very soon in the “My refunds” section of your “My account” area of our website.

If there is still no sign of your refund after all of these verifications have been performed, please fill in the form below so that we may launch an investigation.

Yours faithfully,

Customer Service Team

I would like to contact the after-sales service by telephone.

Dear Sir/Madam,

Thank you for your order.

Our after-sales service can be reached on Help center from 10:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m. Monday to Saturday.

Yours faithfully,

Customer Service Team

I have made an in-store purchase.

Purchase in a JONAK boutique:

For any problem concerning a purchase made in a Jonak boutique, we suggest you visit one of our Jonak boutiques to have it checked and examined by our sales staff. Our store managers and sales staff will be able to provide you with expert advice.

Department store purchases (Galeries Lafayette, BHV, Printemps, etc.):

For any problem concerning a purchase made in Jonak corners in department stores such as Galeries Lafayette, BHV and Printemps, we encourage you to contact their own after-sales departments. As retailers, they have the information you need to help you.

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OUR SELECTION
115,00
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Platform sandals with straps

in brown leather

115,00
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Platform sandals with buckles

in ecru leather

115,00
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Platform sandals with straps

in black leather

115,00
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Sandals with double straps

in cognac glazed leather

125,00
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Platform sandals with monogram

in black leather

115,00
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Platform sandals with straps

in brown leather

125,00
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Sandals with straps and thick soles

in brown glazed leather

125,00
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Platform sandals

in cognac glazed leather

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