FREQUENTLY ASKED QUESTIONS.
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What does "discreet shipping" mean?
We will ship your order discreetly and neutrally. There is no indication on the shipping package that you ordered from JOY24.
My shipment could not be delivered. What happens now?
The shipment could not be delivered and will be taken to the branch/pack station/collection point for collection.
You may not have been present when the parcel delivery person attempted to deliver.
The package can be picked up from a branch/pack station/collection point from the next working day. The address can be found on the notification card or in the online shipment tracking.
Please bring your ID card and, if applicable, the notification card with you when you pick up your order.
The shipping partner says my package has been delivered, but I have not received it.
We will be happy to check the delivery for you and, if necessary, commission an investigation with the shipping partner. Please contact us using our contact form, stating your order and shipment number.
How long does it take for my order to arrive?
Your order will reach you within 1-5 working days, assuming there are no unforeseen delays with the shipping service provider.
The estimated delivery time is always displayed directly in the shopping cart.
As soon as your order has been handed over to the shipping service provider, you will receive a shipping confirmation including shipment tracking from us, also by email.
I don't see any updates in the shipment tracking.
We will be happy to arrange an investigation with delivery service for you.
However, since unforeseen delays with the shipping service provider can occur in rare cases, this is only possible if the last shipment status has not changed for more than 10 working days.
In order to help you quickly, please contact us using our contact form, stating your order and shipment number.
My order seems to be delayed - where is my package and what can I do?
As soon as your order has been handed over to the shipping service provider, you will receive a shipping confirmation from us by email.
Simply click on the linked tracking link in the shipping confirmation and you will then automatically be redirected to the shipment tracking.
Please note that it may take up to 24 hours for shipment tracking to become active.
If the final delivery status of your order does not change within 10 working days , please check your stored shipping address again and contact our customer service .
Where can I check the status of my order?
If you have a customer account with us, you can check the status of your order after logging in via the "Order overview" tab.
Please note that as soon as your order is ready for dispatch, you will receive a shipping confirmation with tracking information via email. Please also check your spam folder, sometimes our emails are filtered.
Below you will find an explanation of the different statuses of your order:
- Waiting to process - Your order has been received but your payment has not been confirmed (no verification takes place on weekends and between 10pm and 5am).
- In Process - Your order is currently being prepared for shipping in the warehouse.
- Order not in stock - Unfortunately, your order is not completely in stock. The delivery time is approximately 3-5 working days.
- Waiting to Ship - You have specified a future delivery date. Your order will be held until your requested delivery date.
- Shipped - A tracking number has been created for your order. Your order has been handed over to the shipping partner. The order can no longer be changed.
- On hold - Your order is temporarily on hold. There can be various reasons for this.
Once your order has been dispatched, a tracking number will be created. This may take a few hours, so if your order has a status of 'shipped' but does not have a tracking number, please check again in an hour.
Can I cancel my online order?
Any order can be cancelled without giving any reason, but only if the order has not yet been shipped.
How can I check if my order has already been shipped?
As soon as your order has been shipped, you will receive a shipping confirmation by email. Do you have an Amorelie customer account?
You can also view the status of your order in your customer account.
Has your order not been shipped yet?
Please contact us as soon as possible.
Please have your order number ready.
Can I change my delivery address?
If the payment method PayPal or Klarna was chosen, it is unfortunately no longer possible to change the address.
If another payment method has been chosen and the package has not yet been shipped , in some cases it is possible to change the delivery address of the order.
How can I check if my order has already been shipped?
As soon as your order has been dispatched, you will receive a shipping confirmation by email. Do you have an Amorelie customer account? You can also view the status of your order there.
Has your order not been shipped yet?
Please contact us as soon as possible with the following information:
- order number
- email address used to place the order
- Your full name
- New delivery address
Unfortunately, we cannot guarantee that we can change the address as the order is often shipped the same day.
How can I change the item in my order?
Unfortunately, we are not allowed to make any changes to existing orders. This means we cannot exchange, remove or add items.
We ask for your understanding.
Where can I change my billing or delivery address in my customer account?
To change your billing or shipping address, please log in first.
Then click on the icon in the top left corner to go to your customer account.
Find the option "Profile".
Change your data accordingly and then click on "Edit" to save the changes.
Please note, however, that this change is not retroactive and only affects orders placed after the change.
How can I request an invoice for my order?
Do you have a registered customer account?
Then please log in to your customer account .
Did you order as a guest?
Then please contact us from the email address you used to place the order and tell us the order number so that we can send you the invoice for your order.
Can I exchange an item for a different color or size?
Good question!
Unfortunately, we are not allowed to make changes to existing orders, so an exchange for a different size or color than the one you originally ordered is not possible. We ask for your understanding.
Of course, you can try on lingerie/underwear. If the ordered size does not fit, you can return the item.
How can I return my order?
We really hope that your purchase at JOY24 meets your expectations, but we are also happy to accept returns. Would you like to return an item? Then follow the steps below.
Step 1: Check if your return complies with our return policy
- Please make sure that any hygiene products you wish to return are undamaged, unopened and, if possible, in their original packaging.
- Of course, you can try on lingerie. If the ordered size does not fit, you can return the item.
- We offer an extended return policy of 14 days, except for seasonal goods and items that meet our return policy above.
Step 2: Register your return via our returns platform
All you need is your order number and your email address from the order.
Make sure that there are no spaces before or after the order, otherwise your order cannot be found.
Step 3: Use the return label
As soon as you have registered your return there, you will receive the return documents including a return label for the free return by email within 24 hours. Please also check your spam folder, as some email providers have strict filters.
Step 4: Hand over your return to the shipping partner
Submit your return according to the instructions in the return paperwork. Keep your proof of postage in a safe place.
As soon as we have received your return correctly, you will receive an email from us.
There is no return label in my package!
No need to worry!
For sustainability reasons, we send all information about your order exclusively by email. This includes not only the order confirmation or the invoice, but also the return documents.
All you need is your order number and your email address from your order.
Make sure that there are no spaces before or after the order, otherwise your order cannot be found.
As soon as you have registered your return there, you will receive the return documents including the return label for the free return from us by email. Please also make sure to check your spam folder, as some email providers filter strictly.
I have not received any return documents by email!
Oops, that's annoying - please excuse me!
If you have already registered your return, please also check your spam folder, as some email providers strictly filter our emails - especially those with attachments.
If you have not received your return documents even in your spam folder, please contact us stating your order number - the easiest way is to use our contact form.
Where is my refund?
We will refund the purchase price of the item (including any shipping costs if you return the entire order) as quickly as possible, but no later than14 daysafter receiving the return shipment. We may refuse to refund until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is earlier.
If it is not clear where your refund is, contact us with the following information:
- order number
- proof of return
- Names and item numbers of returned items
I'm missing an item in my order, what should I do?
We are sorry that you received an incomplete order!
We advise you to first check whether your order was sent in one package or in several packages. It may be that part of your order is still in transit.
If the order was sent in multiple packages, you can see this in the shipping confirmation email. If you have an Amorelie customer account, you can also see this information in your customer account.
Have you received all packages and your order is not yet complete?
In this case, we ask you to contact us with the following information :
- Is the package damaged? If so, please send us pictures of the damaged package.
- order number
- Name, item number and number of missing items.
We will help you as quickly as possible and organize a solution.
What should I do if I received a damaged package?
We are very sorry that you received a damaged package! If you are concerned that your item is damaged, please contact us with the following information.
- Your full name
- order number
- e-mail address
- Photos of the condition in which you received the package
We will contact you as soon as possible to find a solution together.
My item is defective, what should I do now?
We are very sorry about that - we will of course take care of your complaint immediately!
First of all, we ask you to rule out the possibility that your item only has a key lock which may still be active or that changing the battery or the polarity of the batteries could make a complaint unnecessary. Please take another look at the enclosed instructions for use.
Here are some tips:
key lock
Please hold down the plus and/or minus button at the same time for at least 5 seconds.
If the device vibrates and flashes briefly, then the lock has been successfully deactivated. Now you can press the power button to turn on the toy.
You may have to do this twice the first time.
battery compartment
When inserting the batteries, please make sure that they are inserted the right way round. Sometimes the correct direction is only clearly visible on one side. On the other hand, the correct, opposite direction may be faintly printed and more difficult to see. Try inserting the batteries the other way round and then operate the toy. The screw cap on the battery compartment should also be firmly closed and locked.
I have a complaint about a product, what can I do?
Justified Complaint
The warranty is only valid if the complaint is justified. The complaint is justified if it is not due to the following reasons
- Damage caused intentionally or negligently (e.g. water, fall and/or impact damage).
- Improper use or negligent maintenance.
- Normal wear and tear and/or damage due to non-compliance or incorrect observance of the operating instructions.
We ask you to report a defect as soon as possible after discovering it by contacting us .
Can I change my chosen payment method after I have already placed the order?
Unfortunately, it is not possible to change the payment method after you have placed the order.
What can I do if I receive an error message during the payment process?
Error messages during the payment process can be frustrating. To resolve this issue as quickly as possible so that you can place your order, we ask that you try the following as this usually resolves the issue immediately:
- Clear your browser's cookies and cache. You can do this in your browser's settings, usually in the Privacy and Security tab. After clearing cookies and cache, try placing the order again.
- Please use a different browser or device to place your order.
- If possible, choose another payment method.
If none of these measures solve the problem, please contact us . We will do our best to help you complete the payment and place the order.
Please note that we cannot accept or place an order for you. Only you can do this yourself, online.
JOY24 community
Our promise to you
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Neutral packaging
Your order will be shipped in a brown box without the JOY24 logo or sender.
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30-day return policy
You can return goods in their original packaging to us free of charge within 100 days.
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Safe shopping
We ensure complete security for your purchases, giving you peace of mind that your goods are safe and protected.
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Free shipping from 69,00 €
Delivery is free for orders over €69.00.
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Quality & Functionality
In our shop you will only find products that meet our high standards.