Only complaints about or defects of items purchased directly in our online shop at jollein.com will be dealt with through our customer service. After you have reported it, we will contact you for a solution within five working days.
Report complaint or defect
Is your item broken upon delivery or not working properly? Please report an item complaint* to our customer service. Please send an e-mail to firstname.lastname@example.org. To be able to assess the complaint properly, we would like to receive some photos of your complaint or defect. Please indicate which item it concerns and try to describe the complaint as clearly as possible. Please also state your order number and the item number in your complaint e-mail. These can be found in the order confirmation you received from us by e-mail.
*Please send us a photo of the broken article and the batch number. This can be found on the care label, often starting with PO or 54.
In case of a complaint or defect of an item you were gifted, ask the person from whom you received the gift where the item was bought. If it was bought through the official jollein.com shop, you can report the complaint or defect with the order number and article number. These can be found in the order confirmation that the gift giver received from us by email.
If the item with a complaint or defect was bought from one of our retailers, you should report the complaint there. They will work with you to find a suitable solution. If your gift was bought elsewhere, you must also report this to the seller concerned.