FAQ

Orders and Payments

Q: When is my payment debited?

A: Your card is debited at the time of order confirmation.

Q: How do I cancel or modify my order?

A: If the order is placed during business hours (Monday to Saturday, 9:00 AM to 6:00 PM CET), you can request cancellation within 2 hours. Outside business hours, please email us before 10:00 AM on the next business day, as long as the order has not been processed. Contact us at info@junjuhomespace.com

Q: What payment methods do you accept?

A: Visa and MasterCard.

Q: Is my payment information secure?

A: Yes. Transactions are encrypted via SSL and processed by PCI-DSS compliant providers. We never store your full credit card details.

Shipping and Delivery

Q: What are the shipping costs?

A: Orders equal to or greater than €120 are shipped free of charge. For orders under €120, shipping costs are €15.

Q: How long does delivery take?

A: Preparation takes 1 to 3 business days. Shipping takes 7 to 10 business days after dispatch. The estimated total delivery time is 8 to 13 business days.

Q: Where do you ship?

A: We ship to mainland France.

Q: What happens if my package is lost?

A: If the package does not arrive within 7 business days of the estimated delivery date, we will open an investigation and propose an appropriate solution.

Q: Tracking shows "delivered," but I haven't received the package. What should I do?

A: Contact us within 3 business days. We will launch an investigation with the carrier and propose a solution if the package cannot be located.

Q: Do you offer holiday delivery?

A: During busy periods, delivery times may be longer. We recommend ordering early enough for purchases tied to a specific date.

Returns and Refunds

Q: How long do I have to return an item?

A: You have 14 calendar days from receipt to request a return, when the item is eligible.

Q: Can I return a used or damaged item?

A: No. Items must be unused, undamaged, and returned with their original components.

Q: Can I return a personalized item?

A: Personalized or custom-made products are generally not returnable, except in cases of defect, damage, or preparation error.

Q: Who pays for return shipping?

A: In case of defect, damage, or incorrect item, we cover the return shipping costs once the issue is confirmed. For a change of mind, return shipping costs are at your expense.

Q: How long does it take to receive my refund?

A: We process refunds within 1 to 3 business days after receiving and inspecting the return. Your bank may take a few additional days.

Q: Are promotional items returnable?

A: Yes, provided they meet the return conditions and applicable law allows it.

Customer Service

Q: How quickly do you respond to emails?

A: We generally respond within 1 business day during our service hours (Monday to Saturday, 9:00 AM to 6:00 PM CET). Requests received outside business hours are processed on the next business day.