Frequently Asked Questions
Our most frequently asked questions should give you a quick solution to most queries
Will I have to pay import duties or taxes on orders delivered to Ireland?
Orders delivered to Ireland will not incur any import duties or taxes.
If I place an order from an EU country for delivery outside of Ireland will I have to pay import duty and taxes?
Orders from the UK and EU countries being delivered to EU countries will not be subject to import duty and taxes. JoJo Maman Bébé will pay these on your behalf.
If I add gift wrap to my order, which takes the total to over €45, will I not have to pay the standard delivery charge?
We’re sorry but gift wrap is a service not a product, so the €8.50 we charge will not go towards your order total. Therefore if the items in your bag total less than €45 before you add gift wrap, you will still have to pay the €5 standard delivery charge.
Will I be asked to pay any additional charges as a result of Brexit?
There are no additional charges to pay other than any applicable delivery charges shown during the checkout process.
Does adding an item to my bag reserve it?
No, we’re afraid not, nothing in your basket is reserved. If there is only one item left and it sells out before you begin the checkout process then an ‘out of stock’ message will be shown on the checkout page and you’ll have to remove the item from your basket before being able to proceed through the checkout. If more stock is expected an estimated despatch date will be shown on the checkout page.
I’ve placed more than one JoJo order; can you combine them?
We’re so sorry but that’s not possible due to the system we use. As long as an order is not being processed yet we can cancel it for you or add items though.
There is something missing from my parcel. Why?
If everything is in stock at the time your order is placed all the items will be despatched in one parcel.
If an item is due back in shortly we will ship everything else to you and send that one item later, to prevent you having to wait for all your lovely JoJo items. Your invoice will tell you what is to follow.
If an item is out of stock and only available to pre-order, a blue speech bubble will appear on the product page indicating when the item will be back in our warehouse. We will also remind you before you check out.
Can I track my order?
Yes, please follow the link in your Despatch Confirmation email.
You can also follow the progress of your order and access your delivery tracking link from your JoJo account or our track my order page using your order number and the email you have used to place your order.
Can I add to, upgrade delivery or cancel my order once it has been placed?
We’re sorry but once an order has been placed it’s too late to make any changes. Our system is fully automated which means your order goes straight to the warehouse or store for processing so we are unable to amend or cancel it.
Can I have a gift receipt?
If you would like a gift receipt, please Contact Us and place your order over the telephone.
Can I have my order gift wrapped?
If you would like your order gift wrapped please Contact Us and place your order over the telephone.
We will carefully wrap your gift in tissue and pop it in a gift box, handwrite a card with a message up to 100 characters and post it either to you or directly to the recipient.
Please note, items which cannot fit in our gift boxes may still be sent via this service but cannot be wrapped. We will attach ribbon and the handwritten gift message and despatch in a bag.
Can I collect my online order from my local JoJo store?
Yes, you can order online and collect from one of our JoJo stores.
Can I pre-order an item?
Once the item is on its way to us from our factory it will show as available to ‘pre-order’ on our website with an estimated delivery date. Please be aware that this date may change for reasons beyond our control, such as delays in shipping, customs or quality control inspections. If you do pre-order you will be notified by email should the estimated despatch date change. You will be able to cancel the pre-ordered item at any time before it is in a ‘Preparing Order' status.
PROMOTIONS AND DISCOUNTS
Can you tell me more about your multibuy offers?
If you buy more than one of some of our products you can benefit from a multibuy discount.
On our website, any style or product which is part of a multibuy is highlighted with a green logo. They won’t all be included in the same multibuy though – you cannot just mix and match any products that have a green logo. For example, our striped baby leggings are part of one multibuy offer and our extra thick leggings are part of another. You cannot buy one of each and get the €7 off.
To find out which items are included in a multibuy you will need to look at the green banner on the product page.
If it simply says ‘Buy 2 Save €7’ or ‘3 for 2’ then only the product on that page (including all colour options) is included.
If the banner says ‘Buy 2 Save €7 – View All’ or ‘Buy 2 for €20 – View All’ for example, then click on it and a new page will appear with all the items included in that offer. The multibuy saving will be automatically applied at the checkout.
Please note, if you add a discount code to your order at checkout it will override the multibuy offer. Please check which option is best for you – the multibuy or the discount code – then amend your order to suit.
My promotional code has taken the order total below €45 – will I have to pay the standard delivery charge now?
Unfortunately yes, our system will automatically add on the delivery charge of €5 if the order total drops below €45 once the promotional code is added.
How do I apply a promotional code?
If you have a promotional code it may be used on the ‘My Bag’ page, at checkout. Please note, we are unable to add a promotional code to an order after it has been placed.
Do you have a promotional code I can use?
Sadly no, these are offered from time to time to customers who have ‘Opted In’ to receiving our news. Should you wish to sign up to our promotional mailings and emails please sign into your account and amend your ‘Communication Preferences’.
I recently placed an order but have just had a promotional code emailed to me. Could you apply the discount to my order now?
We regret that we cannot apply promotional codes retrospectively so your only option is to return your order for refund and place a new one. However, please be mindful that stock sells through quickly when we have a discount offer live.
How do I get my 10% off for signing up to the JoJo newsletter?
When you subscribe to our newsletter you will receive an email containing your discount code. You may receive an initial email to confirm that you have subscribed; in order to receive your discount you will need to click to confirm your subscription. Once you are ready to place your order, enter your code at the checkout where it says ‘Got a promotional code?’ and click ‘Apply’. If you do not receive an email upon signing up, be sure to check your junk mail and add us to your safe sender list. Please note that if you are already subscribed you will not receive a welcome email as this is only for new subscribers.
Can I use a promotional code when purchasing items on a multibuy offer?
No, only one promotional discount is permitted per order. Once you add a promotional code it will override any other offer, including multibuy offers. Please check which option is best for you - the multibuy or the discount code - then amend your order to suit. Please be mindful that discount codes will not work on sale items.
Do you have a refer a friend scheme?
Yes, and this is how it works… If you would like to recommend JoJo to your friends or family:
• Sign up to our refer-a-friend scheme via the pop-up box that appears after you make an online purchase. If you miss that you can visit here.
• Share us with your friends by link, email, on Facebook, Twitter or simply by using your name.
• When they place an order for more than €45 via www.jojomamanbebe.ie, YOU will then get 15% off YOUR next order as a thank you for telling others about JoJo. Your friend will get a reward too. Please note, it must be your friend’s first online order.
• You’ll get an email from Mention Me - who manage our referral scheme - when someone is successfully referred, they have placed their first order, it's been despatched and the full returns period has passed.
• You have 3 months from the date you are given the code to use it to get 15% off your next order via www.jojomamanbebe.ie
• You can refer up to 5 others within 24 hours (or up to 25 within 12 months) and you will get 15% off an order for each friend that orders with us.
If your friend has referred you and you have never shopped with JoJo online before:
• Have a look at our website and choose some lovely items worth more than €45.
• In the ‘My Bag’ page click the link on the right-hand side that says, ‘Been referred by a friend’.
• Type their name into the box, and if there are multiple people with the same name it will ask you to enter your friend’s email address to differentiate between them.
• Your code will appear on the screen and it will also be emailed to you. You have 10 days to use the code which entitles you to a free gift or money off your order (depending on the current promotion.) You will need to spend at least €45.
• Before completing your order, enter this code in the ‘Got a promotional code?’ box, also on the right-hand side of the ‘My Bag’ page.
• You will see the free gift or the discount appear in your basket.
• Once your order has been despatched, the person who referred you will then get their own reward too!
I just bought some items from you and they have now gone into the Sale – can you refund me the price difference?
We’re sorry but we’re unable to process a refund for the price difference now the item(s) have gone into our Sale.
If you would like to return the item(s) for a refund and then re-buy them to benefit from the reduced Sale price, you have 30 days from receipt to send the original items back via post (online orders only) or to take them to a store.
When you sell an item in more than one colour or design – will all of the options be in the Sale?
Not necessarily. For some products it may be that one or two colours or designs remain at full price.
To find out if your preferred colour/design is reduced, please click on the relevant option below the product code and the correct price for that colour/design will be shown.
Could my Sale order be shipped in more than one parcel?
We always try to pack and despatch all the items in your order in one parcel. However, during Sale it may be that some items are only found in one of our stores which means the order will split and you will have one or more parcels delivered to you.
All parcels will be fully tracked and you will only pay one delivery fee if applicable.
Will my discount code work against Sale items?
No, discount codes will not work on Sale items.
Is there a Sale in your stores too?
Yes, there is! You will find some great deals in our JoJo stores during Sale.
What is your returns policy during Sale?
Sale items must be returned within 14 days of receipt for a refund or exchange. Online orders can be returned via post to our warehouse or taken to one of our stores. Store purchases need to be returned to a JoJo store.
Will my sale order arrive before Christmas?
Our last order dates for Christmas have passed. Any orders that are placed during the sale will arrive after Christmas.
What are your delivery timescales?
Please look at the Delivery section of the website to get the full details, but in brief:
Standard delivery is approximately 5-7 working days. During busy periods or adverse weather this may take longer, in which case we will highlight the delay online whenever possible.
How do I know if my order has been despatched?
First, you should have received an Order Confirmation email within minutes of placing your order. If you did not, please check your spam or junk folder.
You will receive a Despatch Confirmation email once your parcel is on its way to you. If there is a delay you will hear from us via email. If you have not received any emails from us, please Contact Us, since it looks like something has gone wrong.
What happens to my parcel if I’m not home?
GLS operate a safe place policy which means if you aren’t home, the courier will endeavour to leave the parcel in a safe place or with a neighbour, which will then be noted on the tracking information.
If they are unable to leave it in a safe place or with a neighbour they will try to deliver it again, typically on the next working day.
Do you offer a Click & Collect service
Yes, you can order online and collect from one of our JoJo stores. When your order arrives at the store, we’ll send you an email to let you know it’s ready to collect and we’ll hold your items for 7 days. For full details please go to the Delivery section of our website.
Do you offer an express service for international deliveries?
We are able to offer a one-day express service to a number of European countries and a next-day service to the USA via DHL. Please select the country you require on the Delivery section for full details.
Can I exchange an item without proof of purchase?
You may exchange a JoJo branded item in store without proof of purchase providing it is in a saleable condition preferably with tags attached. You will be offered an exchange to the value of the current in store selling price.
Any products from other brands which have been purchased at JoJo may not be exchanged without a proof of purchase.
How long do I have to return an item?
Full priced items should be returned within 30 days of receipt for a refund. Sale items should be returned within 14 days of receipt for a refund. They must be in a saleable condition with tags attached.
How do I return an order placed online or via mail order?
You may return items to a JoJo store or by post or courier making sure you use a tracked service. Please note, large or high value items including furniture, stairgates, cribs and smart devices need to be returned to our warehouse at your own expense, our stores are unable to accept them due to space restrictions (see the individual product pages for details).
Your return will be processed for refund or exchange providing it is in saleable condition, preferably in its original packaging and has the tags attached. All returns remain your responsibility until such time that we have receipted the parcel back into our warehouse.
NB: For hygiene reason certain items (as listed in the product information) may not be returned.
How do I return an item purchased from a JoJo Store?
Items purchased from our stores need to be returned to a store for a refund or exchange. Full priced items should be returned within 30 days of purchase with proof of purchase. Sale items should be returned within 14 days. NB: For hygiene reasons certain items (as listed in the product information) may not be returned.
How long does your guarantee last for?
With regular levels of wear and tear JoJo clothing and products should last. How long they last is subjective and will naturally depend on how they are used. Should you consider an item faulty please return it within 90 days and any concerns will be considered on a case by case basis. Third party branded items may come with a manufacturer’s warranty, please check the packaging for the relevant information. This does not affect your statutory rights.
Do you offer free returns as standard for online or mail order purchases?
You can return the majority of items to a JoJo store for a refund or exchange completely free, but if you return them via post you will need to pay the postage. Please note, large or high value items including furniture, stairgates, cribs and smart devices need to be returned to our warehouse, our stores are unable to accept them due to space restrictions. (see the individual product pages for details).
NB: For hygiene reason certain items (as listed in the product information) may not be returned.
Can I return underwear if it doesn’t fit?
We understand how important it is that your underwear fits you perfectly so as long as the item is in perfect condition, hasn’t been worn and is in its original packaging then yes you can return it to us for exchange or refund.
The only exceptions are the packs of disposable knickers that we sell which cannot be returned once opened.
How can I return my Start-Rite shoes if purchased online?
You can return your Start-Rite shoes to any JoJo store which stocks the Start-Rite collection. The list of stores are: Amersham, Balham, Belfast, Berkhamsted, Beverley, Blackheath, Bournemouth, Brighton, Bristol, Cardiff, Cheltenham, Chester, Chiswick, Crouch End, Didcot, Dorchester, Dublin, Edinburgh 2FarnhamGlasgow, Guildford, Haywards Heath, Hitchin, Horsham, Kingston, Lincoln, Market Harborough, Morpeth, Newbury, Reading, Reigate, Sevenoaks, St Albans, Stamford, Stoke Newington, Taunton, Tunbridge Wells, Wilmslow, Wimbledon, Winchester, Windsor, Witney, York.
Alternatively, they can be returned by post to our warehouse; you will find a returns form included on the delivery note enclosed with your order.
How can I buy a JoJo gift card?
You can buy a gift card in any of our Irish stores, from our website or by calling our Customer Service team on +44 333 240 0700.
How much money can I put on a JoJo gift card?
Gift cards can be purchased for any value from a minimum of €10 up to a maximum of €500.
How are JoJo gift cards delivered?
If you choose to have a JoJo gift card posted to an address we will send it out via recorded delivery to ensure it is received safely. If you ordered other items from JoJo, as well as your gift card, these will arrive separately.
How quickly will an email gift card arrive?
An email gift card should be received within a couple of hours of ordering, providing all the information we have received is correct.
Where can I use my JoJo gift card?
You can redeem your gift card in any of our Irish stores, online or by calling our Customer Service team on +44 333 240 0700.
How do I know if my gift card has been activated?
Your gift card is activated when it is purchased and is ready to use straightaway. If you are not sure of the value of your gift card, your balance can be checked online here. Your balance can also be checked in store or by calling our Customer Service team on +44 333 240 0700.
How long is my gift card valid for?
JoJo Euro gift cards issued after December 2019 will expire 5 years after the date of issue.
How can I check my gift card balance?
Your gift card balance can be viewed online by clicking here. Your balance can also be checked in store or by calling our Customer Service team on +44 333 240 0700.
What happens if my gift card balance is less than the value of my order?
If the value of your order is more than the value of your gift card you can choose to pay the balance by credit or debit card or via PayPal if you are ordering online.
What happens if I return something that I have bought with a JoJo gift card?
When we have received your returned item(s) we will refund your original gift card if it is still active. If your card is no longer active we will give you a new gift card to the value of your returned item(s).
What happens if my JoJo gift card is damaged, lost or stolen?
If your card is damaged when you receive it please call our Customer Service team on +44 333 240 0700. We are only able to replace gift cards that have been registered and cannot be responsible or accept liability for lost or stolen cards that have not been registered. We will send a replacement card to your registered address for the value of the balance on the card at the time you report the card lost or stolen.
Why is it important to register my JoJo gift card?
JoJo gift cards should be treated as cash. We recommend that you register your gift card online as this will provide protection should your card become lost, stolen or damaged. We can only provide a replacement gift card if it has been registered with us. Cards can be registered by clicking here.
Can I still use my paper JoJo vouchers?
We will no longer issue paper JoJo vouchers but they can still be used online and in store until the expiry date shown on the voucher.
I have purchased one of your sleeping bags and the neckline appears to be very small – is this faulty?
No they aren’t faulty and please be assured they are safe. The UK and EU regulations for sleeping bags were updated so everyone who sells them has had to reduce the size of their necklines to keep in line with these strict legal requirements.
Adhering to this guidance allows our products to ensure the safest sleep environment for your little one.
If you purchase one of our sleeping bags we recommend you try it on your little one before removing the labels. If you feel it is not suitable you can therefore still return it for a full refund in line with our Returns Policy.
Where can I find more product information?
There is plenty of product information on each item on our website. You may need to scroll down the page to see all product information and reviews. However, if you need any further assistance please Contact Us.
Why has my favourite JoJo item shrunk in the wash?
Most shrinkage is unfortunately due to the washing instructions on the care label not being followed correctly or drying knitwear items in the tumble dryer which agitates the fibres.
All of our garments go through rigorous testing to ensure the best quality and durability. If the care labels are followed correctly our clothing will stand the test of time.
Please read our washing and care instructions for more information
My clothing has bobbled, is it faulty?
Contrary to popular belief, pilling (or bobbling) is not due to poor quality clothing. Bobbles appear after washing and are simply caused by friction from a rough washing cycle or abrasion from wear. Almost all knitwear will bobble at some stage, but you can easily remove bobbles with the JoJo Knitwear Comb.
Why don’t you sell age 5-6 clothing in your stores?
If you’re looking for age 5-6 clothing, a small range is available in a selection of our stores. In order to purchase from our complete range, we recommend shopping online though.
Can a store post an item to me?
We’re sorry but our stores are not able to post items at a customer’s request.
Can you transfer an item from one store to another?
Unfortunately this isn’t possible.
Which JoJo stores are stocking Start-Rite shoes?
Start-Rite shoes are currently available in store at the following locations: Dublin.
Will the full range be available to shop in all the above stores?
The full range is currently only available
The in-store range includes: Start Rite Brown Fox Pre Walker Shoes (H2436), Start Rite Pink Bow Pre Walker Shoes (H2437), Start Rite Berry Mouse First Steps Shoes (H2438), Start Rite Navy Tractor Trainer Shoes (H2440), Start Rite Navy Dino Leather Boots (H2441), Start Rite Navy Hedgehog Leather Boots (H2446) and Start Rite Brown Fox Leather Boots (H2442).
How do I book an in-store shoe fitting appointment?
To book an appointment at your local JoJo store, click here. During your appointment, our team will provide an expert measure and fit service for our exclusive Start-Rite range.
Please note, if you would like to have more than one child measured, you will need to book a separate appointment for each child.
Whilst booking is not essential, we recommend you do so we know to expect you.
What size do the Start-Rite x JoJo shoes go up to?
Our Start-Rite shoes and boots go up to size UK 10.5, with two width options available. We recommend booking an in-store Shoe Fitting appointment, where our fully trained team will help you find the perfect size and fit for your child. To book an appointment at your local JoJo store, click here.
Should my child wear socks when getting measured?
We recommend wearing socks when getting measured, as your child will likely be wearing socks with their Pre-Walkers, First Steps Shoes or Boots. Socks are also essential when checking the shoes fit properly in store or at home once your delivery arrives.
Should I go up a size if in between sizes?
With half and whole sizes available, Start-Rite have made it easy to find the perfect fit. Take the measurement from the longest foot when choosing your child’s shoe size, and don’t worry about adding any extra for growing room - Start-Rite has already considered this in the design! Finding the right size from your measurement against the size chart should be simple, but if you are still unsure about being in between sizes, we recommend sizing up.
Should my child wear shoes before they start walking?
Babies who are crawling and in the early stages of learning to walk will benefit from being barefooted - it will help them learn to balance and position their feet. But, when exploring outdoors or in unfamiliar territory, their feet will need protection.
Start-Rite Pre-Walker Shoes are a great option as they have been expertly designed for this development stage, with soft and flexible material to aid natural development, and a flat base with a little bit of grip to assist with movement. Click here to browse our Start-Rite Pre-Walkers.
How often should I measure my child’s feet?
Children’s feet are constantly developing, so it’s important to have regular fittings from a young age. We recommend having their feet checked every 6-8 weeks once they’re in their first shoes and toddling, then every 2-3 months. Once they are around school age, growth tends to slow down, so checks can be reduced to every 3-4 months.
Are the shoes made from real leather?
Yes, real leather is used in the shoes, as it softens over time and conforms to your child’s feet. Please refer to individual product pages for further details on composition.
Are the shoes waterproof or water resistant?
The only water repellent style in the Start-Rite x JoJo range is the Mustard Suede Leather Boot (H2443). We recommend using a waterproof protector spray on our other leather shoes and boots to prevent any water damage when out and about.
How should I care for my Start-Rite shoes?
There are a wide range of products on the market to help keep your shoes looking in tip top shape! We recommend the Start-Rite Mousse Cleaner for Leather to remove dirt and marks from your suede, leather, fabric or synthetic shoes. Giving your shoes a regular clean will help reduce build-up and keep the colours looking fresh!
My child’s shoes are causing them blisters – what can I do about it?
When properly fitted and correctly fastened, Start-Rite shoes should not rub or cause blisters. There is an increased likelihood of shoes rubbing whilst new if socks are not worn, so we recommend that your child wears socks with their shoes, especially for the first few weeks of wear. Naturally, the more they are worn, the more supple the shoes will become as the leathers soften and conform to the shape of the child’s feet and the style of walking. This is one of the many benefits of choosing leather over man-made materials.
ANY OTHER QUESTIONS
How do I make a complaint?
We are sorry you feel you need to complain, naturally we want you to be a happy customer. Our Customer Service team are more than capable of listening to your concern and hopefully coming to a mutually agreeable resolution on the spot. Where the matter is more complicated, our teams will seek advice (from the relevant Head of Department) before responding to you, which may take a few days longer. Should you consider that your complaint has not been resolved our Customer Service team could escalate the matter to the Customer Services Manager, Heads of Department, Directors or our Founder and CEO.
How do I tell you about great service received in a JoJo store or online?
Our teams will bend over backwards to help and ensure that your experience is efficient, helpful and successful. If we have offered good service, please let us know. The Managers and Board of Directors' love to hear about our team who go the extra mile so that we can thank them for doing a great job, sometimes in difficult circumstances. Please do leave us a review:
• In store - please leave a comment on the Google Store Page.
• Online or general - please leave a comment on Trustpilot.
• About a product or design - please leave a review via the emailed link, sent about a week after you received your order, or on social media.
Which charities do you support?
NEMA – JoJo works with a charity called Nema to help reduce infant mortality rates in Northern Mozambique. They work with local communities in Cabo Delgado to provide healthcare, clean water and enterprise opportunities as well as funding various educational projects.
JoJo takes care of the UK admin, accounts and much of the fundraising, as well as covering most of the charity overheads, so 100% of our donations go directly where they are needed.
FAMTA – Our From a Mother to Another recycling charity initiative works to reduce the amount of clothing waste going to landfill whilst helping families in need in the UK and Ireland.
The campaign begins a few weeks before Mother’s Day when we ask our customers to bring their good quality outgrown baby and children’s clothes to a JoJo store. All the packages are sent to our warehouse in Newport where we pack them into lovely gift parcels and send them to the charities we are working with to distribute to families in crisis
Can JoJo support my charity or fundraising event?
As well as our company charities we will always do our best to help local charities, especially those close to our stores supporting parents and families. We are happy to consider requests for tombola or raffle prizes etc, although we are not generally able to give monetary donations.
To be considered, please fill out the Contact Us form on our website.