FAQ

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

Save time by finding an answer in just a few clicks.

ORDER

HOW TO PLACE AN ORDER ON THE SITE?

To place an order on our website, 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 proceed with your order by following the various steps of the ordering process (cart, delivery address, shipping method, payment). By confirming your order, you confirm and accept our website's General Terms and Conditions of Sale.

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 that 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 order will be sent.

I HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL

If you haven't received a confirmation email, we recommend checking your spam folder. If it's not there, please contact us using the contact form. We'll verify that your order has been received and provide you with the information related to your order.

I HAVE NOT RECEIVED MY ENTIRE ORDER

If one of your items is missing, we invite you to contact our customer service via our contact form as soon as possible in order to take the necessary steps.

I RECEIVED A DEFECTIVE ITEM

We are sincerely sorry that you received a defective item.

In order to resolve this issue as quickly as possible, we invite you to contact our customer service via the contact form by sending him 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 made within a maximum of 15 days after receipt of the defective item at our premises.

I RECEIVED AN INCORRECT ITEM

We are committed to resolving issues related to an incorrect item as quickly as possible.

If this is the case, we invite you to 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 has been paid, once we have received your package.

DELIVERY

WHAT ARE THE DELIVERY METHODS?

In France, delivery is made with:

• Mondial Relay (at a relay point) - Free from €100 in France, otherwise €5.90
• Colissimo home delivery - no signature required - €8.50
• Chronopost - express delivery - €15

For other countries, we invite you to consult the page concerning our shipping policy

WHAT IS THE DELIVERY TIME?

Delivery times after shipment of the package are 2 to 3 working days for standard Colissimo delivery and 3 to 5 days for Mondial Relay. For international delivery, between 3 and 5 days depending on the country, after shipment of the package.

WHAT IF MY ORDER IS STILL NOT DELIVERED?

In case of delivery problem due to:

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

We kindly ask you to contact us contact so that a claim can be filed with the carrier.

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

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

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

In both cases, a solution will be provided to you.

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 charges may be applied to your package upon arrival in your country. These charges vary depending on the value of the goods and applicable tax laws.

HOW DO I KNOW HOW MUCH I WILL HAVE TO PAY IN TAXES AND DUTIES?

Import taxes and duties are determined by your country's customs authorities. We recommend consulting your local customs office or contacting your customs office for specific information on current rates.

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

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

CAN I CANCEL MY ORDER AFTER SHIPPING IF I DO NOT WANT TO PAY 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 charges. We encourage you to fully understand your local customs regulations before finalizing your purchase.

BACK

HOW DO I RETURN MY PACKAGE?

1. Go to the page Returns Request To log in to our interface, enter your order number and the email address used to place the order. The order number is indicated in the top right corner of the order confirmation email.

2. Indicate the items to be returned and the reason for the return.

3. Select the return type

4. Click the Download your return label button. You will receive a PDF file containing a carrier label and a return slip. Print these two documents.

5. Prepare your package with the items to be returned and insert the Return Slip inside. This slip will allow us to identify your order and process it (refund).

6. Affix the carrier label to your closed package and drop off your package at the nearest post office.

WHAT ARE THE RETURN CONDITIONS?

You have 15 days to make a return request on our site, then 15 days to drop off the package at a post office.

By declaring your return on our interface, you can choose a refund.

Returns are free in France and Belgium.

Returns are at the expense of customers outside France and Belgium.

All returned items will be inspected upon arrival. We ask that you follow certain guidelines so that the product can be returned to stock: leave the tags, return the original packaging, and replace all accessories such as a belt.

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

WHAT IS THE REFUND TIME FOLLOWING MY RETURN?

Refunds will be issued within 14 days of receipt of your items and will be automatically credited to the account associated with the credit card used for payment or to the PayPal account used for payment. You will receive an email confirming receipt of your returned products and the refund.

DID YOU RECEIVE THE ITEMS I RETURNED TO YOU?

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

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

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

PAYMENT

HOW CAN I PAY FOR MY ORDER?

You can pay for your order by:

• Bank 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 CAN'T VALIDATE MY BASKET?

If you encounter any difficulties when paying for your order, please feel free to try again using another payment method. We also recommend switching to a different browser or switching to private browsing.

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

MY PAYMENT WAS REFUSED, WHAT SHOULD I DO?

If your payment has been declined on our site, we invite you to:

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

Contact your bank or credit card issuer. Your payment may have been declined due to a restriction or security issue with your card. You will need to contact them to obtain information about the payment decline and to verify if additional steps are required 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 check if this resolves the problem.

I WOULD LIKE TO PAY FOR MY ORDER WITH A JIJI STUDIO DISCOUNT VOUCHER OR 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 shopping cart.

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

MY ACCOUNT

I WANT TO CREATE MY JIJI STUDIO ACCOUNT

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

I WANT TO DELETE MY ACCOUNT

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

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