FAQ

Black Friday – Thinking of placing an order?

Black Friday is one of our busiest times of the year, but we are working around the clock to ship out all orders.

High order volumes can sometimes cause delays at our warehouse. Should your order experience any delays at our warehouse, we will advise you via email.

Our delivery partner may also experience delays during this busy period. Visit their website for latest updates on possible delays in your local area.

Thank you for your patience!

Already placed an order?

If you would like to check or track your order, you can do so online by going to the “Support” menu and selecting “Order Status”.

To access your order menu you will need the following details:

  • Order number (starting with JB-EM)
  • Billing Address Post Code
  • Surname

Once your parcel has been dispatched from our warehouse you will receive a confirmation e-mail with a tracking number, which can be used on the DPD website to get further updates. Please check your spam folder if you are having difficulties locating this e-mail.

For the latest updates on possible service delays in your country, please visit: https://www.dpd.com/nl/en/parcel-alert/

Waiting on a refund?

We are sorry to hear that you had to return your product.

Due to high volumes we are experiencing delays on our return and refund processes. Rest assured that our team is working around the clock to minimize the impact and reduce the delay.

If you already started the return process, to check the status of your request, first please check your tracking number by visiting: https://www.ups.com/track

Once your parcel is marked as delivered to our warehouse, please allow 5-10 working days for our team to process your refund.

If you need to contact our Customer Support team for any reason, rest assured that any delay from our side will be factored in when dealing with time sensitive matters such as warranty or returns.

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