Blog

F.A.Q

ANCHOR

How does the JOONE subscription work?

Our subscription has been specially designed to make your life easier! 😉

It is completely flexible, with no hidden costs and no commitment.

The JOONE perks:

We will refund all unopened packages (in case of size change for example).
A dedicated customer area to modify (or stop) your subscription free of charge whenever you want..

Our subscriptions cover nappy and baby care needs for one month. The number of diapers varies depending on the size of the child: the older he gets, the fewer diapers he will use in a month.

T1 = 180 diapers (6 diapers per day)

T2 = 192 diapers (6.4 diapers per day)

T3 = 162 diapers (5 diapers per day)

T4 = 144 diapers (4.8 diapers per day)

T5 = 120 diapers (4 diapers per day)

T6 = 114 diapers (3.8 diapers per day)

How and when can I change my subscription?

To change your subscription, go to your Customer Area.

What you can change, at any time* and at no cost:

- The size and pattern of your nappies

- The subscription bundle (nappies, training pants, with or without wipes)

- The method of payment (for a change of credit card, for example)

- The frequency of delivery

- The date of the next shipment (you can pause, delay, anticipate or skip)

- The delivery address


Changes can be made at any time*. We send an email 3 days before the date of preparation and dispatch of your order to give you time to make your changes. Without modification on your part, your order will be identical to that of the previous month. *And if your changes take place after preparation, they will be applied to the next delivery.

When is my card debited? What if I change my card?

Your card will be charged on the date your order is prepared, so it depends on the shipping frequency you have chosen. By default, shipments / debits are made every 30 days.


If you want to change your card or if your current credit card is no longer valid, you can change it directly from your Customer Area.

I have too many / not enough diapers, what should I do?

Our subscription is completely flexible, you just need to postpone / advance the preparation date of your next order or change your shipping frequency.

My child has changed sizes, what to do with unused packs?

Good news ! You can get a refund for all unopened packages ordered within the last 8 weeks 🗓

To return your package free of charge, simply drop us a message 📧 at love@joone.co.uk and one of our super-agents will assist you to arrange a collection of your products. 😉

We will refund your package of nappies upon receipt at our warehouse if the package is compliant (approximately 1 week (working days) after collection or deposit at the Drop-off Point.

🎉 If you have leaks (it happens!), know that we have developed a tool to give you tips and tricks depending on the situation in which you find yourself, it's here 👈

How do I cancel, suspend or reactivate my subscription?

Our subscription is non-binding! You can cancel it (for a short time or permanently) or reactivate it at any time from your Customer Area, free of charge.

Ps: If you have multiple subscriptions, you will need to do this for each of them.


To permanently delete all your data and subscriptions, send us a little message via email and our super agents will do what is necessary.

Is it possible to have multiple subscriptions?

Congratulations, your family is growing! 🎉

Special offers for Twins and Triplets or Siblings

For parents of two children or more, we are offering a promo code of 30% on your nappy subscription. This reduction is valid for up to 3 active subscriptions.

To qualify, it's easy :

First take out a second or third subscription

Contact us via love@joone.co.uk to receive your code!
Awesome, isn't it? 🤩

These offers are not retroactive and cannot be combined with other offers.

ANCHOR

Delivery, parcel tracking and delivery issues


How to track my parcel?

As soon as your order leaves our warehouse, we will send you an email confirming the shipment of your package with a link to track it 🕵🏻‍♀️.

This tracking is also possible from our site on the “Track my package” page.

Currently we use Parcelforce 🚚  as our main courier in the UK, to have a more detailed view of where your parcel is once it has arrived in the UK 🇬🇧, please visit the "Track my package" page of Parcelforce search for your package by using the same tracking reference that we sent you earlier via email.

For information, our warehouse does not prepare orders on weekends and holidays :)

My package is late, where is it?

Sometimes the deliveries are a little late. Our delivery times are indicated in working days (during weekends and holidays our warehouse is closed and our carriers rest) and are from the date of shipment of the package.

You can find the details and status of the delivery at any time using the parcel tracking link. “Track my package” or in your Customer Area> My orders> Track the package.

Currently we use Parcelforce 🚚  as our main courier in the UK, to have a more detailed view of where your parcel is once it has arrived in the UK 🇬🇧, please visit the "Track my package" page of Parcelforce search for your package by using the same tracking reference that we sent you earlier via email.

If your package has been on the move more than 3 working days (excluding weekends / holidays), contact our customer service & we will find a solution together

I live in a building. Can the package be delivered right outside my door?

Unfortunately, the vast majority of delivery services do not have a legal obligation to go upstairs. This is at the discretion of the delivery man, depending on the time he has left to deliver his other packages.

Can my package be received by someone other than me?

If you want your package to be left with another person as a first delivery option (caretaker / neighbour), you must specify this to the delivery person at each delivery.

As a standard practice, Parcelforce will try to find a safe-place or a neighbour to sign for the reception parcel on your behalf whenever you're not available.

I did not receive the product I ordered (pattern, size), what should I do?

If there is the slightest mistake in your package (this is very rare, but we apologize in advance if this has happened to you 💚 ), contact our customer service via email at love@joone.co.uk or our live chat when available (bottom right corner of your screen)

My order is missing a product, what should I do?

Oops, we are very sorry for this inconvenience! 😔

For us to fix this error, contact our customer service via email at love@joone.co.uk or our live chat when available (bottom right corner of your screen)

I am a subscriber, how can I change my delivery information?

To change your address or your delivery method, go to your Customer Area> My account> Addresses>

⚠️ Be sure to change your main address so that the change is taken into account for your next orders and that you set it as default

Our couriers, delivery times and prices on the website


What are the main delivery options and costs of delivery within UK mainland?

We deliver in mainland UK within 3-5 working days of your order being dispatched (excluding weekends and holidays) directly to your home (we use Colissimo as the main courier originating in France 🇫🇷 but once your order arrives to the UK, we handle it to Parcelforce).

All general order status and updates will come from Colissimo via automatic emails, but once your product arrives in the UK, you can also track your order from the Parcelfoce page.

Delivery in mainland UK

Basket value (before discounts) over £49 below £49

Home Delivery via Parcelforce (3 days after dispatch)

Free
£3.90

Do prices included VAT and all due taxes when shipping to the UK?

Yes 👍

Custom fees and VAT are already included to the value of your order at the time of purchase for orders which value (before discounts) is a maximum of £135 or below.

Orders that are valued (before discounts) over £135 might be taxed differently and additional charges could be demanded by the customs office in the country of destination - these extra costs will be minimised from our side by providing with the right information to the custom office and will be refunded to you in case of incurring in them.

How do we choose our carriers?

We compensate and minimize the ecological impact of our shipments in mainland UK by favoring partners offering green and sustainable transport solutions. Most of our carriers aim for carbon neutrality by offsetting the emissions associated with their shipments.

Our returns and refunds policy


I am a subscriber and I have unopened nappy bags, can I get them refunded?

Nappy subscriptions

You are a subscriber (lucky you! 🥳 ) and your child is changing sizes or getting potty-trained (yeah!). We will reimburse unopened and undamaged nappy packages with undamaged packaging (no holes, no opening or tape ...):

  • For orders no older than 3 months, Joone covers the cost of returns:
    1. Go to the menu of your Customer Area> My orders> Manage your returns
    2. Generate a return slip yourself.
    3. Simply stick this voucher on your package
    4. Drop it off at a Collection Point 😉

We will reimburse you, excluding delivery costs, for your package of nappies upon receipt at our warehouse if the package is compliant (approximately a week after deposit at the Collection Point or Collection from your home).

  • For orders after 3 months, the return costs are your responsibility:

Complete the Contact Form> “Return and Refund” provided by our super-agents, and they will get back to you as soon as possible with additional information!

We will reimburse you, excluding delivery costs, for your package of nappies upon receipt at our warehouse if the package is compliant (approximately 1 week after deposit at the Collection Point).

Other products

To make a return, contact our super-agents by filling in the Contact form> “Return and Refund”

We take back and reimburse (excluding delivery costs) the products within 14 days from the date of receipt of your order.

The products must not be used and the packaging intact (failing this, we reserve the right to refuse the refund).

I am not a subscriber, how long do I have to return a product?

To make a return, contact our super-agents by filling in the Contact form> “Return and Refund”

We take back and reimburse (excluding delivery costs) the products within 14 days from the date of receipt of your order.

The products must not be used and the packaging intact (failing this, we reserve the right to refuse the refund).

Promotions and Gifts

Refund requests for products that are part of a promotion o were discounted, will be proportionally refunded based on the final paid price by the customer, unless it is a free product or sample free or charge, which can't be refunded. Under no circumstances we will refund a higher price of what was charged.

If a product comes with a free gift, as a promotional activity, and this is returned, the free gift shall also be returned as they are bonded in a single promotional package, in its original conditions. Failure to return the main product and free gift associated to it , will result in a deduction of the gift's full price from the total monies returned to the customer.

Delivery fees will not be returned unless proof of negligence from our third party courier partners.

Why JOONE?

JOONE was created by Carole in 2017 to meet an essential need for parents: to have confidence in what they are buying for their babies. They wanted products that would share their values: trust, purity, love… Products that could not be found at the time.


It is from this desire for impeccable quality and transparency that JOONE was born. Thus, we hope to reconcile our community with the worlds of manufacturing and distribution.

Where do JOONE products come from and how are they made?

Always in our desire for transparency, we offer you traceable products and we open the doors of our factories to always show you where and how they are manufactured.

To find the origin of our products and our manufacturing videos, go here.

Why are JOONE products not sold in supermarkets?

Quand vous achetez un produit dans un magasin, une grosse partie du prix de vente correspond à la marge que prennent les distributeurs (entre 30 et 50%). Chez JOONE, nous préférons investir dans nos produits plutôt que de donner de la marge aux distributeurs. C’est pour cette raison que nos produits sont en vente exclusivement en ligne et livrés chez vous directement ! 😊

Are animal testing performed by JOONE?

The founder of JOONE has been a staunch animal and vegetarian advocate for over 20 years. It is very important for her and for the rest of the team to respect animal rights. So no, JOONE does NOT do ANY animal testing ... and NEVER will.

Baby


How to properly put on a diaper?

  • Everything needs a first time!


    To help you, we have developed a tool to give you tips and tricks depending on the situation you are in, it's here 😊

    We also wrote these two full articles on the subject:

    How to choose the right size of diapers: https://joornal.fr/2018/04/22/comment-bien-choisir-la-taille-de-couche-de-son-bebe/
    Our 5 tips for properly changing your baby's diaper: https://joornal.fr/2018/04/22/5-astuces-pour-bien-changer-la-couche-de-son-bebe/

I notice leaks with these diapers, what should I do?

The causes of a leak can be quite varied but most often come from a size problem (see our size guide).

We have developed a tool to give you tips and tricks depending on the situation you are in, it's here 😊

If your baby is a newborn (even more if he is breastfed), and the leaks are mainly located in the back: rest assured, at this age, the stools are naturally more liquid and overflowing. It is a normal physiological phenomenon that we explain to you in detail HERE.

If your child's skin is marked by the diaper, it may be either too small / a little too tight.

If your baby's skin is not marked, the diaper may be a little too big, on the contrary. It can also come from clothes / equipment which are likely to move the diapers (bodysuit, baby carrier, etc.).

Our advice to check that the diaper is properly adjusted: you should be able to fit a finger between your child's skin and diaper.


Finally, if the leaks appear mostly at night, it could be because of your baby's position while sleeping or a problem with the amount of absorption (in some cases, taking a larger size for the night may be an option). .

Who manufactures JOONE diapers?

Since the beginnings of JOONE, we have been working with a French family business in the Vosges. Manufacturer of diapers for over 10 years, we are delighted to have been able to combine their know-how with our transparency requirements. A true guarantee of quality and control, each JOONE layer represents an absolute requirement: dermatologically tested and composed of PE / PLA for the surface veil.

Working with local craftsmen and SMEs with recognized know-how is essential for JOONE. Indeed, we make it a point of honor to choose a better quality of French or European raw materials which enhances the richness of the terroirs.

Are there any products or lotion in JOONE diapers?

No, there is no cosmetic product in our diaper. This is why there is no INCI list for our diapers. The INCI list is indeed compulsory for all cosmetic products. You can access the complete composition of our diapers by clicking here. 😉

Do JOONE Diapers contain chemicals?

Our diapers contain SAP. It is a synthetic component used in all layers of the world, even in those supposed to be "organic", "biodegradable", "vegetable" or "vegan".

SAP is a synthetic material that has been used for over 20 years and is common to all diapers sold on the market around the world. It is used for its high absorbency, up to 150 times its weight.
SAP is a non-toxic, non-irritant and non-sensitizing product for the skin.
The SAP used in Europe is subject to European Union regulations which makes it of better quality than in the United States or Asia, for example.
The outer envelope on which our patterns are printed (which is therefore never in contact with baby's skin) is a polyethylene with a very light weave to let the skin breathe as much as possible. All the elements of our diapers are regulated, tested under dermatological control and respect all the laws in force, both French and European.

À quoi correspond le label FSC® des couches JOONE ?

Concretely, FSC® stands for "Forest Stewardship Council®". It is an international non-profit organization dedicated to promoting responsible forest management around the world.

Having the FSC® label indicates that the cellulose that goes into our diapers comes from well-managed Finnish FSC® certified forests and other controlled sources. We are FSC® certified under license C153851.

What does the acronym TCF mean?

The cellulose of our diapers is T.C.F. or "Total Chlorine Free". More precisely, and in French, this means that it has been bleached without chlorine or any chlorine agents.

What does JOONE baby care contain?

All of our treatments are manufactured with the same transparency and efficiency requirements as our diapers.

They are all made in France, certified organic by ECOCERT and contain over 98% of ingredients of natural origin.

To find out all about our treatments, their manufacture and their composition, it's here!

Where do JOONE textiles come from?

All our baby textiles are made in France and traceable. They are woven, printed and sewn in our Parisian workshops or near Troyes.

Our diapers and bodysuits are Oeko-tex labeled, certifying that they do not contain any substance harmful to health.

To find out in detail how our textiles are made, click here!

Mum & Pregnancy


What is the composition of JOONE food supplements?

Our range of perfect food supplements was developed in France near Montpellier with healthy and transparent formulas.

They only contain plants, minerals and vitamins.

No dyes, flavors, allergens, preservatives, or GMOs.

 


Our food supplements are therefore compatible with breastfeeding and vegan diets.

Can I take your food supplements if I am pregnant or breastfeeding?

The formulas of our supplements are perfectly healthy, they are completely compatible with breastfeeding.

There is no contraindication to using them during pregnancy, but it is necessary to seek medical advice before starting a program.

What does JOONE Perfect Stretch Mark Oil and Cream contain?

Our women's cosmetics have been designed and developed with our requirements for quality, control and transparency. Entirely made in France, they are composed of over 98% of ingredients of natural origin, certified organic by ECOCERT and rated 100/100 on Yuka 🥕.


They have been designed for all women, with the help of our community, and are therefore perfectly healthy and compatible with pregnancy and breastfeeding.

What means of payment can I pay for my order?

We accept most credit cards (VISA, MASTERCARD, AMEX ...).

On the other hand, we do not accept pre-paid cards (such as VISA Electron), nor bank transfers via RIB, nor Paypal, nor payments by checks or restaurant vouchers. 😬

If I subscribe, when will my card be charged?

Your card will be charged on the date your order is prepared, so it depends on the shipping frequency you have chosen. By default, shipments / debits are made every 30 days.

What should I do if I change my card during the subscription?

If you want to change your card or if your current credit card is no longer valid even though you have a subscription, you can change it directly from your Customer Area.

JOONE & I
ANCHOR

How do I change my account information?

Want to change your email, password or even first name (yes, it happens!)? Go to your Customer Area> Click on your icon at the top right> Edit customer profile information ... and voila! 😊

I forgot my account password, what should I do?

Don't worry, it happens to everyone! 😉 To reset it, just go HERE then click on “ Forgot your password?

Fill in your email address and we will send you the procedure. Check your emails carefully!

How do I unsubscribe from newsletters?

Oh really ? It breaks our hearts a little ...

At the bottom of each email, you will find a link to unsubscribe from our newsletter. And don't hesitate to get back to us if you change your mind. 😉

How does the "Refer a Friend" programme work?

Our program works for all of our diaper / diaper subscribers. From your second order, you will receive your referral code. It offers £10 on the diaper / diaper subscription, for each referred friend (new JOONE customer). As for you, for each friend referred, that's £10 off your next subscription order.

How do I use my referral code?

- Are you a new customer and have you been given a referral code? The code is valid for any new subscription, it must be entered at the time of payment.

- Are you a subscriber and have a referral code? Share it with your loved ones! For each referred friend, it's £10 off your next order.

Can the code be combined with other offers?

No, you can benefit from only one promo code per order.

I referred a friend, how do I receive my reward?

You will receive an email from our team within 7 days! We will send you your £10 reduction code to be used on your next order. This code must be entered directly from your customer area in the "promotional code" insert.

I lost my referral code, what should I do?

Drop us a line at love@joone.co.uk and we'll give it back to you :)

How to contact us?

A request ? A question ? Or just the urge to write us love notes?

You can send us a small email directly at love@joone.co.uk

Our super-agents will get back to you as soon as possible. 😉


Disclaimer COVID-19 🦠

 

Below you will find the measures implemented with our partners since the start of COVID.

Rest assured: our suppliers and logisticians continue to apply our strict hygiene recommendations to guarantee your safety.
As usual, we are at your disposal to answer all your questions here

For our subscribers: remember to check that your delivery address is up to date, parcel redirections in the process are more and more difficult.

Please note that we do our best to ensure that delivery times are not impacted 💪🏽
All our deliveries are insured, however some delays may be expected, in the UK and abroad.

We thank you in advance for your understanding in case of delay ❤️

Concerning carriers: deliveries continue while respecting barrier gestures to ensure your safety and that of the deliverers. We invite you to leave as much information as possible on your mailbox to best help your delivery person.

COVID-19 - OUR PROTOCOLS

Secure preparation of your orders

The preparers of your orders always take special care of your orders, knowing that they are intended for toddlers. With the current situation, additional measures have been taken: systematic hand washing at the start, middle and end of service is controlled by the section heads. The breaks are divided over the day in order to limit the number of people simultaneously in the social premises. No more external interim staff will be called upon until the end of the epidemic.

Continuity of production 

Since our manufacturing is entirely French based on French or European raw materials, the closure of the various Chinese regions has had no impact on our various hygiene, cosmetic and textile productions.
Since the announcement on Thursday evening, our various partners have put in place the sanitary measures necessary for the good continuity of production. We have enough stock to maintain our activity with confidence over the coming months.

Priority delivery from public health organizations

JOONE is now equipping more than a dozen maternity hospitals which must remain open to accommodate future births. We have therefore placed these orders as a priority in order to ensure flawless continuity of service in order to free up time for the very busy hospital staff.

Strengthening our charitable commitments

In these uncertain times, it is important to maintain our commitments for those most in need. We contacted the various charities with which we work to assure them of our responsiveness and availability to respond quickly to their needs. Today, the various family protection associations, emergency accommodation centers, surgical sponsorship services, and mother-child prison centers are systematically provided on request.