The purpose of this page is to guide you step by step through the order process using our page https://www.joheela-shop.com/a/order_trackinghelping you to stay informed at every stage of your parcel's delivery.

• Go to https://www.joheela-shop.com/a/order_tracking with your tracking number provided in the shipping e-mail or access it directly via the e-mail with your order number (#JHLAXXXXX).

• View tracking information: After entering the tracking number, press the 'Track' button. This will display the current status and location of your package.

• Note tracking number changes: Be aware that once your package is in the possession of the local carrier, the tracking number may change. This is normal, and helps to ensure more accurate, local tracking as your package gets closer to its final destination. If a new tracking number is provided, it will usually be displayed on the site.

• Regular Updates: Keep checking the tracking pages for the most up-to-date information about your parcel. The status will be updated regularly as the parcel gets closer to its destination.

• For Guadeloupe, Martinique, Reunion Island, French Polynesia, French Guiana, Jersey, Bosnia-Herzegovina, Serbia, Montenegro, Ukraine, Armenia, Gibraltar: Orders shipped in 2 stages: you will receive 2 tracking numbers. It is currently not possible to ship directly from our production site to these destinations. Consequently, you will receive a first tracking number concerning the delivery of your parcel from our production site to our premises in Paris, from where your parcel will be relabelled and reshipped to your address. You will then receive a second tracking number for the delivery of your parcel from our offices in the Paris region to your address.

• For certain countries such as Greece, Finland, Estonia, Lithuania, Cyprus etc. and islands, after customs clearance of your parcel (status:"Released From Import Customs - Schiphol International Airport - Netherlands"), the parcel is handed over to another carrier so that it can transit from the Netherlands to your country. These updates do not always appear on the tracking information, as they are neither the carrier of origin nor the final carrier in the destination country. In these cases, you may not see a new update for 10 to 14 days. Given the distance involved, parcels to these countries usually take some time before the tracking system displays new updates, as the parcel must arrive in your country, be processed by local customs and then handed over to the final carrier.

• It can take up to 5 days for the first tracking information to appear.

• If the tracking then gets stuck at a stage and doesn't update after 7 to 10 days, please contact us via the chatbot or by e-mail at [email protected]. We'll do our best to help you quickly.

• Click here to see our delivery times.

• If your tracking indicates "Delivery failed", "Your package could not be delivered", "Unsuccessful Delivery", "Unsuccessful delivery attempt" or any other sign of unsuccessful delivery, please contact us by e-mail at [email protected] as soon as possible so that we can help you receive your parcel.

• If you are absent when your parcel is delivered, or if your address is incomplete, the carrier may need additional information to make a second delivery attempt, or your parcel may be redirected to a relay point.

• Your first and last name must be clearly indicated on your mailbox and doorbell and must also correspond to the delivery address you entered when validating your order.

• Our shipping boxes measure 25*25*10cm for one pair of shoes and 25*25*25cm for 2 or more pairs. If the parcel cannot be deposited in your letterbox, the deliveryman may drop it off at a relay point if possible. If your parcel is indicated as delivered to a neighbor's home, or in front of your door because your letterbox is too small and/or because your name is not indicated on it. We decline all responsibility in the event of loss or theft of the parcel in these circumstances.

• If you have not collected your parcel from the post office within the time limit, or if the delivery status is indicated as "Returned to sender" because you refused the parcel or entered an incorrect or incomplete address (different name, missing street number, etc.), please contact us as soon as possible so that we can arrange a second delivery of your parcel or refund your order. Second deliveries or refunds are not automatic. We will charge you €10.00 for a second delivery. If you wish a refund rather than a second delivery, we will make a partial refund of 50% of the order amount.

• All parcels returned to sender are stored in our international carrier's warehouse for only a few weeks. If we do not hear from you and are unable to arrange a second delivery, in accordance with our international carrier's policy on unclaimed parcels from outside the EU, the parcels will unfortunately be assigned to service providers and can no longer be collected by our store. In this case, we will charge you a fee of 50% of the pair amount for manufacturing and shipping the order to the correct address, or a partial refund of 50% of the order amount.

• Second delivery is possible in most countries, except for Spain, Belgium, the UK, Switzerland, Austria, Ireland and the USA. For these countries, parcels will unfortunately be transferred directly to service providers once they have been returned, and can therefore no longer be collected by our store in accordance with our international carrier's policy. In this case, we will charge you a fee of 50% of the value of the pair for manufacturing and shipping the order to the right address, or a partial refund of 50% of the value of the order.

• If you have entered an incorrect or incomplete address (different name, missing street number, etc.) and the delivery status is indicated as "Delivered", we cannot be held responsible. In this case, we will charge you a fee of 50% of the pair amount for manufacturing and shipping the order to the correct address, or a partial refund of 50% of the order amount.

• If your address is complete and correct and your parcel is marked "Delivered" in your mailbox on your tracking, but you have not received it, you have 48 working hours to make a claim with your local carrier and to contact us to report the non-receipt of your parcel. We can help you find a solution. After this time, we will not be able to guarantee assistance, and we decline all responsibility in the event of theft. In this case, we will charge you a fee of 50% of the value of the pair for manufacturing and shipping the order to the right address, or a partial refund of 50% of the value of the order.