I have a complaint. Who should I contact?

We are sorry to hear that you are not satisfied. At Joeps, good service and satisfied customers are very important to us. That is why we take every complaint seriously and aim to work with you to find a suitable solution.

Do you have a complaint about an order, product or our service? Please contact our customer service team at [email protected].

After receiving your complaint, you will receive a confirmation of receipt by email as soon as possible. We will handle your complaint carefully and aim to provide a substantive response within 14 days. If more time is needed to investigate your complaint, we will inform you in good time.

To help us process your complaint as quickly as possible, please include the following information:

• Name
• Address
• Order number
• A clear description of the complaint
• Any photos or other relevant attachments, if applicable

Do you have any questions or would you like to provide additional information? Please feel free to contact us. We will do our utmost to resolve your complaint to your satisfaction.

If we are unable to resolve the matter together, you as a consumer can submit your dispute via the European Commission’s ODR platform: https://ec.europa.eu/consumers/odr