Please see below, our Frequently Asked Questions! Can't see your question? Feel free to get in touch at email@example.com or give us a call on +44 (0) 116 296 4896
What is Jojoe?
JOJOE is an eco-forward contemporary lifestyle brand, we encourage you to rethink and recycle. Create a smaller impact on our resources, conserve the world around us.
And the products?
Everything we create is made to the highest ethical and eco-friendly standards. All components and all packaging are made from recycled materials. Our factories are fully accredited to the highest ethical standards and are regularly inspected for conformity.
What materials are used to make Jojoe?
We use a recycled microfibre and our packaging is made from recycled plastics.
How is Jojoe made?
Jojoe is made using bonded seams and we have removed the sewn-in care labels – all of Jojoe’s care instructions are printed directly into the garments. Another process removed helps towards our aim.
Is Jojoe a fast fashion brand?
Fast fashion alludes to constant change and we have designed contemporary pieces with a long life – “buy and keep” as opposed to “trend then forget”
How is Jojoe packaged?
In re-usable zip lock bags that are made from 100% recycled and 100% recyclable materials – No single use plastics. 1001 uses – we would love to hear yours!
How is Jojoe eco-friendly?
Using only recycled and recyclable materials - reducing waste, utilising bonded seams and printed care labels – Jojoe lives for quality products that last, rather than less considerate garments that have a negative effect on our environment.
What makes Jojoe different to other eco-friendly brands?
Contemporary yet timeless designs, with a fit that is synonymous with Starkers group brands. Comfort, style and fit in a range of underwear that cares about tomorrow. We follow others and others will follow us – making more care, being more considerate and collectively making a difference.
How long will it take for my parcel to arrive?
We aim to get all orders out as quickly as possible. If you are a UK customer, we offer a tracked service of approx. 3-5 working days delivery for all orders. Delivery for anywhere else in Europe can take 2 – 7 working days and finally the rest of the world (ROW) is 3-10 days.
What shipping company do you use?
Here at JoJoe, we use Royal mail.
Is tracking available?
All Orders are sent tracked* so your package is fully tracked from source to destination.
*we are not able to send parcels tracked to South Africa, Mexico and chile at this current time.
Will I get charged at customs?
Depending on where you are in the world, there is a possibility. If you are unsure, please feel free to contact us and we are more than happy to advise.
My delivery is very late, what should I do?
We are very sorry to hear this, please contact us immediately by email firstname.lastname@example.org. If you really are in a hurry, you can always use live chat on our website running from Monday to Friday, 9am to 5pm GMT.
Can I change the delivery address?
Of course you can, provided we haven’t already shipped your parcel! If its super use live chat on the website running from Monday to Friday, 9am to 5pm GMT. You can also drop us an email at email@example.com, and we shall try our absolute best to get this changed for you in time.
Lost/ Stolen packages?
Lost/ Stolen packages? Don’t panic! If this rare occurrence does happen, please contact us ASAP.
What if I’m not in when you try to deliver the parcel?
Royal Mail will leave a missed delivery card, if it is not able to be delivered through your letter box, or left in a safe place.
How quickly can you get a parcel to an address outside of the UK?
If you are based in the EU we currently offer the speediest service going which is 2-7 working days.
Anywhere else outside the EU can take 3 – 10 working days.
Can I get my order faster?
We are just as excited as you are when it comes to you receiving your order, so we offer the speediest delivery service possible to all UK/EU customers! If you are anywhere else in the world just drop us a line and we can always see if there is anything we can do for you.
RETURNS, REFUNDS & EXCHANGES
How do I return an item?
We are sorry to hear the items are unsuitable for you. If you do wish to return an item simply fill in the returns form that is enclosed in your order stating if you would like a refund or an exchange. Package the items up and head down to your local post office to send it back to us. We will notify you as soon as we receive your return and will have this processed in 5 working days at the very latest.
I’ve received a faulty item, what should I do?
Here are JoJoe we have stringent quality control checks in place to avoid this happening. If you do come across a fault, you must contact us immediately so we can get this resolved for you as soon as possible on firstname.lastname@example.org and we will replace the garment.
How long does it take to process a return?
We try to process all orders and returns as quickly as possible and always notify our customers as soon we receive a return this often happens same day. Please allow up to 5 working days at the very most for us to process your return and refund.
So how long will it take for my refund to be processed?
As soon as you have been notified your return has been processed and the money returned this can take 2 – 3 working days to show on your statement and in your account.
Are there any items that are non-returnable?
The good news is, ALL our items are returnable. They must be returned in the condition you received them in of course. This includes all swing-tags and hygiene stickers intact and no signs of wear.
Do I have to pay for the postage for my return?
Yes, you do have to pay for postage on your return and it is also your responsibility to make sure they are delivered back to us safely. We send tracked, so we advise you to send tracked too just to be on the safe side!
If you payed for your order with PayPal, they do offer a free return service for 12 returns per year, and up to £15 per item.
Learn how to do this by following the below link:
What’s the refund policy on sale items?
See sales and Promotion Category
What if my return is past the 28 days?
Unfortunately, we do not accept orders that are returned past the 28-day period. If you do find yourself in this predicament, please contact us – email@example.com
Will my postage be refunded if I cancel my order?
Cancel your order? And why would you want to do that?! If you do unfortunately find you need to cancel your order before it is dispatched, you are entitled to a full refund on the order and all delivery costs.
How do I exchange an item?
Do you need any size or style advice on your exchange? Please let us know. Team JoJoe is here to the rescue – If you have already made up your mind, simply fill in the returns form that is enclosed in your order, stating that you would like an exchange and the styles/sizes you want to swap for. Head down to your local post office and post the items back to us. We will notify you by email as soon as we receive them.
Is shipping free on the exchange order?
Absolutely! We pay for the exchange’s postage, because we want you to get the right lingerie as much as you do.
Will you notify me on the arrival of my return?
Yes indeed, we will send you an email to notify you that we have received your return, and it can take up to 5 working days to process this.
Can I return items together from different orders?
If your order falls into the 28 day returns policy, we have no problems with this at all! Just don’t forget to pop all returns forms in so it makes it a little easier for us to process.
The size I need for exchange isn’t available, can I try an alternative colour/style instead?
Yes of course! If everything adds up to the value of your exchange you are more than welcome to try a completely different colour or style.
Can I return Briefs/Thongs/Brazilians?
You can return these if they are returned in the condition you received them. So that would be in the original polythene bag, unworn with swing tags and hygiene stickers all intact.
SIZING & FITTING
What is your size range?
We offer the following size range:
XS – XL (UK 8 - 16)
We also offer a range of gorgeous bralettes and bodies where we advise you to check our size charts to get the best fit for you or you can always drop us a line on live chat if you need any advice.
My bra is too big/small, what can I do?
Oh no! Don’t worry though, we are always on hand to help! You’re best to contact us and let us know the exact problem you are having. Is the cup too small or maybe the band is too tight? Or maybe you aren`t sure! Let us know your symptoms and we can guide you to the correct size or style that will work just for you.
How do I leave a review on the item I ordered?
You can leave a review on our website by finding the item you ordered and leaving a comment in the reviews section at the bottom of page. We encourage leaving reviews, as we love to hear what our customers think and are always striving to keep improving our ranges and products.
I have a problem with my item, how do I get in touch?
Hopefully you won’t have to, but if it does happen, please contact us immediately. You can email us firstname.lastname@example.org, we are more than happy to chat through any problems you may have. We also have live chat available on our website!
How can I contact you?
There are multiple ways to contact us, all of which you can find on the ‘Contact Us’ page on our website. You can catch us by email at email@example.com or if you fancy a chat. Or try giving us a call on +44 (0) 116 296 4896.
You can also contact us on live chat through our website which runs from Monday to Friday, 9am to 5pm GMT
How would you contact me if there was a problem with my order?
We try and make sure everything runs as smoothly as possible, but if a problem does occur, we will inform you of any issues by e mail as soon as possible.
Would holidays affect my order?
Very rarely, but any holidays delays are always announced on the home page of our website.
Is customer service open 24 hours, 7 days a week?
We need to sleep too! We are on hand Monday to Friday 9am – 5pm GMT, excluding Bank Holidays & Public Holidays.
Can you advise me on fit?
Of course, Starkers Group have over 25 years experience in finding the perfect fit! You can talk to us about fit or sizing through live chat on our website or you can contact us via email or phone. We are more than happy to advise you on the best sizes and must have styles!
Can I give my feedback to you personally?
Why thank you, that’s so very kind of you! We pride ourselves on our customer service and love to hear what our customers think. If you really think one of our team members has gone that extra mile then we would of course love to hear all about it! Call, email or drop us a line on live chat through our website.
SALES, DISCOUNT, OFFERS AND PROMOTIONS
What’s your return policy on sale items?
We offer an exchange or refund on all sale items as long as they are returned in the way you received them, In the original bag and with all swing tags and hygiene stickers intact.
My coupon code isn’t working, who do I contact?
It looks like we have a technical error on our hands! Please contact us straight away by email (firstname.lastname@example.org) or live chat on the website. We will get back to you as soon as we can to resolve this.
Where do I apply my coupon/gift voucher?
That’s easy! All coupons are applied at the checkout.
ORDER & PAYMENT QUERIES
What methods of payment do you take?
We take payment by Mastercard, Visa, PayPal, Amazon Pay and Apple Pay.
How do I know my order has processed?
Once you have completed your purchase on the website, you will receive an email confirming your order details. We will then update you again via email that your order has been dispatched and is finally on its way to you!
Can I change my order, once processed?
If your order hasn’t already been processed, we can change your order for you. You must notify us as soon as possible as all orders made before 12pm are processed the same day. If you do wish to change your order, all you have to do is email us email@example.com, telling us what changes you would like to make to your order. You can also always call us or use live chat on our website.
Can I cancel my order?
Yes of course. If you make an order then wish to cancel it, just email in to firstname.lastname@example.org and explain that you want to cancel your order. Do note, we try to get all orders out as soon as possible – so be quick!
Can my delivery address be different to my billing address?
Yes of course. Simply fill in the postage address and billing address, different or the same, and we will send the order out to the delivery address.
My order has processed twice, how can I cancel one of them?
Oops! If you have accidentally ordered the same thing twice please call or email us and we will organise a refund.
I have forgotten my password to my account, what do I do?
If you have forgotten your password to your JoJoe account, do not worry! Click the ‘I forgot my password’ option and you can re-set your password.
How do I create an account with JoJoe?
To create an account head on over to our home page and click ‘Account’ at the top of the page, next to the search bar, then simply enter your registration details!
What benefits come with creating an account?
If you create an account with JoJoe, your payment methods and addresses will be automatically saved making it a much quicker process when you shop with us next time round.