MY ACCOUNT
How do I create my customer account?
On the homepage, click on "Account", follow the on-screen steps and create your account.
You will be able to find your order history, change your password and delivery addresses, manage your newsletter subscription, and handle your returns by logging into your customer account.
Do you share my personal information with third-party companies?
The data you provide to JONSEN ISLAND is neither transmitted nor sold to other companies.
How do I change the data on my customer account?
On the homepage, click on "Account" and then on the section corresponding to your choice (Information, Addresses, My Orders, Exchanges and Returns, and Newsletter Subscription).
How do I delete my customer account?
To delete your customer account, contact JONSEN ISLAND customer service here.
What should I do if I have forgotten my password or if I can't log in?
If you cannot log in, use the "Forgot Password?" feature.
A new password will be sent to you. You can then change it in the "Account" / "My Information" / "Change Password" section.
MY ORDER
Select one or more items by searching by product type or via the search tool. Choose the color and size that suit you and then add the items to your cart. Click on the cart to proceed to checkout and follow the steps by logging in.
Do I need to have a customer account to order?
To order on the JONSEN ISLAND website, it is necessary to create a customer account, which will allow you to save your delivery and billing information for a future order and to proceed with a possible return.
Can I modify or cancel my order?
Any finalized order is immediately transmitted to our logistics department for dispatch as soon as possible. It is therefore already on its way and cannot be canceled and/or modified.
In accordance with Article L.221-18 of the Consumer Code, the customer has a period of 14 days from the receipt of the order to exercise their right of withdrawal with Jonsen Island, without having to justify their decision. Beyond this period of fourteen (14) days, the sale is firm and final.
For more details on the procedure to follow for a return request, see the MY RETURNS section.
How do I know if my order has been confirmed?
Your order is confirmed upon receipt of an order confirmation email. You can also check the status of your order in the "My Orders" section after logging into your customer account.
How long does it take to prepare my order?
All orders validated by our services from Monday to Friday before 11 AM (CET) are processed and shipped the same day.
An order placed on a Saturday, Sunday, or public holiday will be validated, processed, and shipped the next business day.
Orders validated by our services after 11 AM (CET) will be processed and shipped the next business day.
How can I check the status of my order?
To check the status of your order, log in by clicking on "My Orders", where you can view all your orders and their progress. The different statuses of your order are:
- "payment accepted": your order has been successfully recorded by JONSEN ISLAND,
- "in preparation": your order is being processed by the logistics department,
- "shipped": your order has been taken over by the carrier.
- "delivered": your order has been delivered to the delivery address you provided,
I can't place my order, what should I do?
We invite you to contact the JONSEN ISLAND customer service by clicking here.
To view your invoices in PDF format, log in to "Account", select the corresponding order in the "History and details of my orders" section, then click on the PDF icon to download your invoice. If you are unable to download it, contact JONSEN ISLAND customer service by clicking here.
MY PAYMENT
At the time of your payment, the padlock symbol appears and indicates that your connection is encrypted and secure. Authorization servers are then consulted to verify this data and prevent abuse and fraud. SSL encryption technology ensures the security of the information you provide during the bank transaction.
What are the payment methods and conditions?
All transactions on the JONSEN ISLAND site are carried out in Euros.
We accept the following credit cards as payment methods: CB, Visa, Mastercard, as well as payments via Paypal.
When confirming an order, a pre-authorization is requested from your bank. If the response is unfavorable, we will refuse your order and will not proceed with processing it.
MY DELIVERY
In which countries do you deliver?
As of now, we only deliver to countries within the European Union.
All our shipments to France include all taxes (TTC) according to the current Value Added Tax (VAT) rate applicable in France.
JONSEN ISLAND offers you three delivery methods:
- Pickup Point Delivery – Mondial Relay
- Home Delivery – Standard (Colissimo)
- Home Delivery – Express (Chronopost)
"Internet" items are shipped the same day if your order is placed from Monday to Friday before 11 AM. An order placed on a Saturday, Sunday, or public holiday will be validated, processed, and shipped the next working day. Orders validated by our services after 11 AM will be processed and shipped the next working day.
The package tracking link will be sent to you by email and will also be available in your customer account, within 24 hours after shipment.
Other countries
JONSEN ISLAND offers two delivery methods:
- Home Delivery – Standard (Colissimo)
- Home Delivery – Express (Chronopost)
How can I track the delivery of my package?
In your account, click on "History and details of my orders". You will be able to check the status of your orders.
When your order is shipped, you will receive an email with the tracking number and a link to the carrier's website.
Can I have my order delivered to one of your resellers?
It is not possible to have your package delivered to one of our retailers.
For security reasons, we are unable to deliver to PO boxes.
Can I have it delivered to a different address than the billing address?
The "Address Book" section in "Account" allows you to save up to 4 different delivery addresses.
Is it possible to change my delivery address after validating my order?
Once your order is confirmed, if you wish to change the delivery address, quickly contact JONSEN ISLAND customer service by clicking here. We cannot guarantee that your request will be considered.
I have not received my package, what should I do?
If you have not received your package within the expected timeframe, we invite you to check the status of your order and the delivery tracking in the "my orders" section after logging in.
If you encounter any problems, contact JONSEN ISLAND's customer service by clicking here.
My package arrived damaged, what should I do?
If you notice that the package is damaged upon delivery, we advise you to note it on the delivery slip and in the form of handwritten reservations accompanied by your signature.
We then invite you to contact JONSEN ISLAND customer service by clicking here.
There is an item missing from my package, what should I do?
We invite you to quickly contact the JONSEN ISLAND customer service by clicking here.
I received a defective item, what should I do?
We invite you to quickly contact JONSEN ISLAND customer service by clicking here and wait for the return instructions, otherwise we will not be responsible for the return costs.
RETURN, EXCHANGE AND REFUND
The maximum period to submit your request for an online exchange authorization is 14 days from the date of receipt of the initial order. In accordance with Article L.221-18 of the Consumer Code
You then have 14 days from the date of your exchange request to return the item you wish to exchange.
Items must be returned in new condition, unworn with the original tags attached and in their original packaging.
Log in to https://jonsenisland.com/en/jonsen-island
1. My Account
2. History
3. Select the order
4. Order Details
5. Check the item(s) you wish to return
6. In the comments, indicate what you would like to do:
Refund
Or
Exchange, please specify the desired size. If the item is no longer available, we will proceed with a refund.
7. Click on return the product.
8. Once your request has been validated by our services (processing time from 12 to 48 hours), you will receive a confirmation email. You can then go to your account under the "My Returns" section to download the return slip to print. This document must be placed inside your package.
9. Prepare your package:
- Replace items in their original packaging
- Insert your return slip
10. Send the package to the following address:
PREMIER AIR // JONSEN ISLAND
27 Rue de Berlin
13127 Vitrolles France
Drop off your package at a post office and keep the proof of deposit stamped or issued at the post office within 28 days.
The return shipping costs are your responsibility (see T&Cs).
You will receive a confirmation email as soon as your package has been received by our logistics team and after checking your item we will proceed with the exchange or refund within a maximum of 14 days.
EXCHANGE
Items must be returned in new condition, never worn, with the original tag still attached and in their original packaging.
You must return the items for exchange within 14 days of the validation by our services for it to be processed, otherwise it will be returned to you.
Follow the same instructions as "How to make a return" (above) at step 6 indicate: exchange and the desired size.
• If the item desired for exchange is available at the time of receiving the return, the new item will be shipped to the delivery address provided on the initial order. You will then receive an email informing you of its shipment.
• If the item desired is not available at the time of receiving the return, JONSEN ISLAND will refund the amount of the initial item on the day the returned item is received, provided that it meets the above conditions. You will then receive an email informing you of the refund of the returned item.
What is the time frame for exchanging my item?
The maximum time limit to submit your request for an online exchange authorization is 14 days from the date of receipt of the initial order.
You then have 14 days from the date of your exchange request to return the item you wish to exchange to us.
Are the exchange and reshipping fees my responsibility?
Return shipping costs are your responsibility, reshipping costs are our responsibility.
Your return may have been refused for three reasons:
- Exchange request out of time (beyond the 14 days from the receipt of your initial order, in accordance with Article L.221-18 of the Consumer Code),
- Return of the item to be exchanged out of time (beyond the 14 days from the date of your online exchange request),
- Return of the item to be exchanged not compliant.
Items that have not been returned in their packaging and/or original condition and/or that have been worn, soiled, damaged, and/or washed are not accepted.
If you still decide to return items that are not in a sellable condition, JONSEN ISLAND will not proceed with a refund, and the disputed items will be sent back to the delivery address listed on the original order form.
What is the time limit for returning items?
In accordance with Article L.221-18 of the Consumer Code, the Customer has a period of 14 days from the receipt of the order to exercise their right of withdrawal with Jonsen Island, without having to justify their decision. Beyond this period of fourteen (14) days, the sale is firm and final.
Should I use a specific carrier to return the products?
As the return is at your expense, you may use the carrier of your choice, but you must keep proof of shipment. We recommend using La Poste for Colissimo service.
Are the return costs my responsibility?
Yes, the return costs are your responsibility.
In case of a refund, when will it be made?
If the conditions for returning the Products are met, JONSEN ISLAND will offer a refund of the amount corresponding to the initial purchase using the same payment method that was used for the payment of the order within a maximum period of 14 days.
How can I find out if you have received my package?
You will be informed by email about the receipt of your return and the processing of your request.
Can I return an item purchased online in a store and vice versa?
The stores and the website operate independently, so it is not possible to return an item that was not purchased within the same network.
OUR PRODUCTS
How to obtain more information about a product?
You will find the main information in the product sheet (description, composition, care...)
Where can I find your previous collections?
Our past collections are available on our site in the Archives section.
When confirming an order, a pre-authorization is requested from your bank. If the response is unfavorable, we will refuse your order and will not proceed with processing it.
CUSTOMER SERVICE
By sending your request by email to: sav@jonsenisland.com
How can I submit a complaint to you?
Contact JONSEN ISLAND customer service by email at the following address sav@jonsenisland.com, mentioning all the necessary details so that your request can be processed as quickly as possible.
ABOUT JONSEN ISLAND
How to find the coordinates of a sales outlet?
You will find the contact details of our stores in the "Stores" section of the website.
You can be informed of the latest JONSEN ISLAND news by subscribing to the JONSEN ISLAND newsletter
I would like to find a job at JONSEN ISLAND.
You can send your application, accompanied by a Curriculum Vitae and a cover letter to this address: contact@jonsenisland.com
I am a retailer, I would like to sell the JONSEN ISLAND collection.
We invite you to contact the sales department at sales@jonsenisland.fr