frequently asked Questions

Customer account

What is my customer account for?

Your customer account is a secure space containing all of your information. However, it is not essential to have a customer account to place an order on JILU. You can place an order as a guest.

To create an account click on “Create an account” and complete all the information. During your next order, you just have to log in to find all the information already entered.

I forgot my username / password

Your username is your email address. If you forget your password, access your customer account, log in with your username, and click on “Forgot Password”. You will receive a new password at your email address which you can then customize.

My personal information

You can modify your personal information (email, address, password, etc.) by accessing your customer account, then click on “Modify my personal information”. The information collected on the JILU site is used to process your order. This information is intended for the exclusive use of JILU.

The processing of this personal information has been declared to the CNIL under No. 1309937 of July 31, 2008. Pursuant to Article 34 of the “Informatique et Libertés” law of January 6, 1978 , you have the right to access, modify, rectify and delete data concerning you.

Command

How to place an order?

Click on the product you are interested in to get all the information and advice about it. Then select any options (quantity, color, etc.). Then click “Add to Cart”. You can then continue shopping or finalize your order. Once your selection is complete, go to your basket, check the contents of your order and click on “Finalize my order”. As soon as your order is validated, you will receive an e-mail from JILU, confirming that it has been taken care of.

How do I pay for my order?

Your order on JILU can be paid for by credit card or PayPal. Payments are 100% secure.

Credit and debit cards accepted: Visa, MasterCard, American Express, Carte Bancaire and Carte Bleue. All credit and debit cards presented must have a valid security code.

You can also choose to pay by check or by bank transfer, if you are a healthcare professional. This method of payment does not reserve the products ordered on the Website during the waiting period for payment.

How do I change or cancel my order?

If the order is already in the “Preparing” status, modification is no longer possible. In other cases, please contact Customer Service.

How can I check that my order has been taken into account?

After placing an order and after acceptance of your payment, you will receive an order confirmation email. Your customer references and order number(s) are sent to you with your order confirmation. Remember to check your email regularly.

Delivery

What is the delivery area?

We deliver in mainland France, Belgium, Luxembourg, Netherlands, Germany and Switzerland.

What are the delivery costs?

In mainland France, free Relais® Points delivery from €79 of purchases. For a basket less than 79€, the shipping costs are 4.90€.Free home delivery from €150 of purchases For a basket of less than €150, the shipping costs are €7.90.

In Belgium and Luxembourg, free delivery to Points Relais® from purchases of €80. For a basket less than 80€, the shipping costs are 4.90€. The shipping costs for home delivery are fixed and €9.90.

In Switzerland, Germany and the Netherlands, home delivery costs start at €12.90 and are determined by the weight of the item.

What are the delivery times?

For a complete and validated order, the average processing time is 24 to 48 hours.

After validation of the order, in standard delivery, packages generally arrive between 5 and 15 working days.

After validation of the order, products available immediately are generally delivered:
- Within 3 working days, Colissimo delivery
- Within 5 working days, Point Relais delivery.
Products in stock, availability 15 to 20 working days, are available on order and processed by our partner Calberson Europe.

Know that we are doing everything we can to ensure that your order is delivered as quickly as possible.

My package has been shipped but I still haven't received it, what should I do?

First check the tracking of your package. If this is indicated during delivery, we invite you to wait until the expected delivery date. We also ask you to check on your order tracking that the delivery address indicated on your order is correct.

You can also contact our customer service by email or chat by indicating the number of your order communicated by email when placing it.

There is an item missing from my order

If your order contains several products, it is likely that you will receive your entire order in several packages. Products available immediately being sent as soon as possible.

What precautions should be taken upon delivery?

Upon receipt of your order, it is important to check that your package has not been damaged during transport and that the product is in perfect condition. We recommend that you keep the packaging, these are necessary in the event of a return of the product.

My product is damaged or defective, what should I do?

We're sorry about that. If your product is damaged or defective, please take a picture of it and contact our Customer Service by clicking here. You will have the choice between receiving a new product or being reimbursed.

I received an item that does not match my order

We invite you first of all to check on your order confirmation that the product ordered is very different from the one you received. If the product is indeed different from the item represented on the product detail page (not as described), contact our Customer Service by clicking here. You will have the choice between receiving a new product or a refund .

Back

What is the money-back guarantee?

The return of your order is accepted, provided that your request for withdrawal is made within 14 days from the date of delivery. Return costs will be your responsibility.

In order for the return and refund to take place under the best conditions, please follow the procedure to follow:

Write to us at hello@jilu.fr with your order number, to inform us of your request for withdrawal (or send us a withdrawal form by email). From this date, you have 14 days to return the products to us (shipping date).

Any returned product must be protected, in its original packaging, undamaged or soiled, and in perfect condition for resale, accompanied by any documents and instructions for use

Please enclose in your package with the product(s) in question, the number of the order concerned as well as your first and last name.

Return the package to the following address:

SARL ASAR GEMMALOG / JILU
After-sales service
1 craft street ZA des Boulays
49130 Sainte Gemmes sur Loire


For better traceability, the mode of transport with tracking number is recommended. The refund will be made no later than 14 days after receipt of your withdrawal decision. Reimbursement may however be deferred until the product is recovered, or until receipt of the proof of shipment.

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