F.A.Q

Do you have a question about your JIJI Studio purchase or products?

Save time by finding an answer in a few clicks.

 

ORDER

HOW TO PLACE AN ORDER ON THE WEBSITE?

 

To place an order on our site, you must first create an account. Then, simply add items to your cart by clicking the "Add to cart" button. Once in your cart, you can place an order by following the different steps of the ordering process (cart, delivery address, shipping method, payment). By validating your order, you validate and accept the General Terms and Conditions of Sale of our site.

 

HOW TO TRACK YOUR ORDERS?

You can track your order from your customer account in the Order History. You can view the list of your orders and their status. The tracking link is sent by email as soon as the order is shipped. It is also available in the details of your order.

 

I WISH TO CANCEL OR MODIFY MY ORDER

We do not modify orders once they are confirmed, but we can cancel them, if still possible, so you can reorder. 

Cancellation will only be possible if the order is still awaiting preparation. Once preparation has begun, we are no longer able to intervene and the shipment will be made.

 

I HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL

If you have not received a confirmation email, we advise you to check your spam folder. If it is not there, please do not hesitate to contact us via the contact form. We will then verify that your order has been registered and provide you with information related to your order.

 

I HAVE NOT RECEIVED MY ENTIRE ORDER

If one of your items is missing, please contact our customer service via our contact form as soon as possible so that we can take the necessary action.

 

I RECEIVED A DEFECTIVE ITEM

We are sincerely sorry that you received a defective item.

To resolve this issue as quickly as possible, please contact our customer service via the contact form and provide photos of the item concerned, the order number, and the product reference.

After analysis and confirmation, our Customer Service will send you a prepaid return label.

The refund will be processed within a maximum of 15 days after receipt of the defective item at our premises.

 

I RECEIVED AN INCORRECT ITEM

We are keen to resolve issues related to incorrect items as quickly as possible.

If this occurs, please contact us via the contact form as soon as possible. We will ask you to return the item to us.

Of course, we will refund the shipping costs, if delivery was paid, once we have received your package.

 

DELIVERY

 

WHAT IS THE DELIVERY TIME? 

Delivery times after dispatch are 2 to 3 working days for standard Colissimo delivery and 3 to 5 days for Mondial Relay. For international deliveries, it's between 3 to 5 days depending on the country, after the parcel has been dispatched.

 

WHAT SHOULD I DO IF MY ORDER HAS NOT BEEN DELIVERED YET?

In case of a delivery problem due to:

• the loss of your package,
• non-delivery of your order despite a tracking number indicating that the order has been delivered,

Please contact us so that a claim can be filed with the carrier.

Once the carrier has completed the investigation following the claim, an email will be sent to you to inform you that:

your order will be compensated because it has been acknowledged that a problem occurred during delivery,

or that the investigation proves that your order was indeed delivered to the specified address.

In both cases, a solution will be provided.

 

SHOULD I EXPECT TO PAY TAXES AND DUTIES IF I ORDER FROM THE UK?

Yes, UK customers may be subject to import taxes and duties on their orders. Due to recent changes in post-Brexit customs regulations, additional fees may be applied to your package upon arrival in your country. These fees vary depending on the value of the goods and the tax laws in force.

 

HOW CAN I FIND OUT HOW MUCH I WILL HAVE TO PAY IN TAXES AND DUTIES?

Import taxes and duties are determined by the customs authorities of your country. We recommend that you consult your local customs services or contact your customs office for specific information on current tariffs.

 

ARE TAXES AND DUTIES INCLUDED IN THE TOTAL AMOUNT OF MY ORDER?

No, import taxes and duties are not included in the total amount of your order. These additional fees will be the responsibility of the customer and must be paid directly to the customs authorities of your country.

 

CAN I CANCEL MY ORDER AFTER SHIPMENT IF I DO NOT WISH TO PAY THE TAXES AND DUTIES?

Unfortunately, we cannot cancel orders due to import taxes or duties. By placing an order on our site, you accept responsibility for these potential additional costs. We encourage you to fully understand local customs regulations before finalizing your purchase.

 

RETURN

 

HOW TO RETURN MY PACKAGE?

1. Go to our return platform. Enter your order number (without spaces, including the #) and your order email. 
2. Select the items to return and indicate the reason for the return.
3. Prepare your package with the items to be returned and include your invoice (available in your customer area). This will allow us to identify and process your return more quickly.
4. Print your return label, attach it to your sealed package, and drop it off at the nearest post office.

 

WHAT ARE THE RETURN CONDITIONS?

You have 30 days  from your order date to request a return.

Return fees are charged and automatically deducted from the refunded amount:

• France : €3
• Europe : €5
• Rest of the world : €10

Any return request resulting in a refund must include any gifts offered during our commercial operations. If they are not returned, we reserve the right to refuse the refund or deduct their corresponding value.

Any returned item will be inspected upon arrival. We ask you to respect a certain number of guidelines so that the product can be restocked: leave the tags on, return original packaging, replace all accessories such as a belt.

If our quality control team determines that the return conditions are not met or signs of wear appear (stains, damaged fabric, ...), the return will not be accepted and it will be sent back to you at your expense.

 

WHAT IS THE REFUND PERIOD FOLLOWING MY RETURN?

The refund will be processed within 14 days of receiving your items and automatically to the account associated with the credit card used for payment or to the Paypal account used for payment. You will receive a confirmation email upon successful receipt of your returned products, as well as the refund.

 

HAVE YOU RECEIVED THE ITEMS I RETURNED TO YOU?

Once your return package has been dropped off at a post office, allow a maximum of 2 weeks for the package to be delivered to us, inspected, and the refund initiated.

You will receive an automatic email as soon as the refund or credit has been confirmed.

If you don't hear anything after this time, contact us!

 

PAYMENT

 

WHAT PAYMENT METHODS CAN I USE TO PAY FOR MY ORDER?

You can pay for your order by:

• Credit card (VISA, MasterCard, Carte Bleue)
• Bancontact
• Paypal 
• Apple Pay
• Alma - Pay in 3 installments
• With a JIJI Studio gift card

 

IS MY PAYMENT SECURE?

Your payment is secured by Shopify Payments.

 

I CANNOT VALIDATE MY CART?

If you encounter difficulties during the payment of your order, do not hesitate to try again with another payment method. We also advise you to change your browser or switch to private browsing.

If the problem persists, you can contact our customer service via our contact page.

 

MY PAYMENT WAS REFUSED, WHAT SHOULD I DO?

If your payment was refused on our site, we invite you to:

Check your payment details. Make sure you have correctly entered all required information, such as the card number, expiration date, and security code (CVV). Also, check that you have sufficient funds in your bank account.

Contact your bank or card issuer. Your payment may have been refused due to a restriction or security issue with your card. You will need to contact them to obtain information about the payment refusal and to verify if additional measures are necessary to authorize the transaction.

If the problem persists, we invite you to contact our customer service via the contact form and use another payment method, such as Paypal for example, to see if that resolves the issue.

 

I WISH TO PAY FOR MY ORDER WITH A DISCOUNT VOUCHER OR A JIJI STUDIO GIFT CARD

If you wish to use a discount voucher to pay for all or part of your order, you must enter your voucher number in the "Discount code or gift card" section of your cart.

You can also use a gift card purchased from our online store to pay for all or part of your order. Enter the card number you received by email in the "Discount code or gift card" section of your cart.

 

 

MY ACCOUNT

 

I WISH TO CREATE MY JIJI STUDIO ACCOUNT

To create your JIJI Studio account, simply click on "Login" on the homepage of the website, then on "Don't have an account? Create an account" and then follow the registration steps to sign up.

 

I WISH TO DELETE MY ACCOUNT

To delete your JIJI Studio account, you can send us an email via the contact form. 

We kindly ask you to explain the reason for your request so that we can improve. Our customer service will contact you to confirm the deletion of your account.