CUSTOMER SERVICE & LEGAL TERMS

FAQs
FAQs

The team at JOUIRA is working very hard to provide you with the optimal shopping experience. Expect additional features to be released constantly.

If you have questions or comments you can always contact us at service@jouira.com.

  1. How do I make a purchase on jouira.com?

Visit our shop by:
– Selecting one of the skincare on the landing page of our homepage
– Selecting a product category in the dropdown menu under the header
– Selecting the collections in the slider in the middle section of our website

After making your choice, add the products you wish to buy to your Shopping Cart and buy or continue shopping. You can return to your selection of products anytime by clicking “My Shopping Cart” on the upper right of your screen.
Once you are ready to purchase and pay, proceed to “Checkout” in the “My Shopping Cart” section of the website.

  1. Do I need to set up an account to place an order?

JOUIRA allows you to make your choice without setting up an account. Upon checkout, we are kindly asking you to register with the website. This allows us to provide you with the following amenities:

– Transaction overview
– Request invoices from past transactions
– Storing your contact details and preferences for future purchases

In order to enhance your experience, JOUIRA will add further functionality and benefits, such as coupons, bulk coupons, and reward programs, over time.

  1. Are my details kept private?

Your privacy and the safety of your data is our top priority. Please read our Privacy Policy for further details.

  1. I forgot my password, what can I do?

To reset your password, select “Forgot your password?” on the login page under My Account.
You will receive an email containing a link to reset your password.

  1. Which payment methods does JOUIRA accept?

JOUIRA accepts payments with Visa, MasterCard, Diners Club, American Express and PayPal as well as Direct Bank Transfers. To ensure the safety of your payment, the shipment address has to match the address of the card- or account holder.

  1. Which currencies are accepted by JOUIRA?

At this stage, JOUIRA accepts payments made in CHF / EU / USD / GBP.

  1. Are the payment methods on JOUIRA safe?

In order to ensure the highest security level, JOUIRA is working with Stripe as payment service provider. Payments are processed in a safe and external environment, which is provided by Stripe.

  1. Which countries does JOUIRA ship to?

JOUIRA ships worldwide. Please read our Shipping Information for more details.

  1. How long does delivery take?

JOUIRA will confirm your order within 2 business days and ship within 2 more business days provided all products are in stock. Please read our Shipping Information for more details. In case of urgent orders please contact us at service@jouira.com.

  1. How high are the shipping costs?

JOUIRA charges a flat rate for shipping, which varies from country to country. Please read our Shipping Information for more details.

  1. Is my order insured?

Your order is insured until the delivery, verified by a signature, has been made.

  1. Do I need to sign for my order?

We want to ensure that your order is delivered in perfect condition to you. Confirmation of receipt with a signature is key for our processes. For security reasons, delivery without signature will not be accepted by JOUIRA.

  1. Do I have to pay duties and taxes?

If you are outside of Switzerland you will not pay the Swiss VAT (7,7%). Customs and other import duties, as well as fees for customs clearance that may apply for shipments outside Switzerland, will have to be borne by you. However, for countries in the EU zone, products are shipped on a DDP (delivery duty paid) basis and all prices shown include the relevant import taxes and duties. For other countries (international – non-EU), all prices shown on product and listing pages exclude duty and/or tax. In such case, the shipping company will contact you by telephone once your items are in customs to let you know the cost.

  1. Why was my order declined?

JOUIRA very much values your business and is committed to executing your orders swiftly. Following reasons could have to lead us to decline your order:

– The products are not in stock.
– JOUIRA does not ship to the destination you have selected.
– Payment was refused by our payment service provider.

In case we were unable to process your order, please contact us by email at service@jouira.com or by phone +41 41 378 0019.

  1. Can I change my order details?

We will do our best to consider changes to your order details as long as they are submitted before shipment has been made. It should generally be possible for us to comply with your request if it pertains changes to product sizes, number of products or cancellations. A change of the shipping address will however only be possible after confirming with our payment service provider.

Please feel free to contact us by email at service@jouira.com or by phone +41 41 378 0019.

  1. How can I track my order?

Upon confirmation of your order, JOUIRA will effectuate shipment within 2 business days. You will receive an email containing the tracking number of your parcel to the email address you registered with JOUIRA.

  1. How can I return products?

You can, of course, return your order to JOUIRA within the statutory 14 days after receipt provided for by Swiss law. Please contact us per email at service@jouira.com or by mail to JOUIRA c/o SwissGenesis GmbH, Binsböschenweg 9, 6045 Meggen (LU), Switzerland while stating the concerned order number. You can use our withdrawal form.

Returns have to be made at your expense using a parcel service using tracking numbers.

Please note that our return policy applies to consumers in Switzerland and the European Union only. Sales to customers who are not consumers and sales to customers in third countries are final, except in cases of product faults or mistakes caused by JOUIRA or the shop from which products were ordered.

Please refer to our Terms and Conditions in any case for more details.

  1. Will I be refunded the full value of my order?

Provided that JOUIRA confirms that the returned products are in good order, you will be refunded the full invoice sum including the shipping fee for standard delivery. No additional reimbursement will be made if you opted for a type of delivery other than standard delivery. Refunds will be made to the original payment details used for the purchase. However, please note that it may take up to 10 days for the refund to show on your account.

Expenses incurred in connection with customs duties or taxes are not refundable in case of a returned order.

Please note that JOUIRA may not accept the returned products or only refund a portion of the purchase price in case the merchandise is damaged.

Please refer to our Terms and Conditions in any case for more details.

  1. How do I use coupons, gift cards or vouchers bought or obtain on jouira.com?

JOUIRA can offer coupons, gift cards and vouchers for its products and they can only be used in online purchases from jouira.com, not physical store from our retailers adhere to.

  1. How can I delete my account?

Please write an email to service@jouira.com from the e-mail address that you indicated at registration with the subject “Delete my account”.

CUSTOMER SERVICE
Your satisfaction is our top priority.
How can we help you?
PLEASE SEND US A MESSAGE
Email us to: service@jouira.com
Call us on: +41 41 378 00 19
TERM & CONDITIONS
Your satisfaction is our top priority

  1. Scope
    1.1. These General Terms and Conditions of Business shall apply to all orders placed by customers through the online shop of JOUIRA and to orders received in writing or by telephone, post or fax.
    1.2. Upon confirmation of the order these General Terms and Conditions shall be deemed to have been accepted by the Buyer.
  1. Offer and conclusion of contracts
    2.1. In placing your order a contract of sale shall arise with JOUIRA, unless JOUIRA expressly refuses to accept the order. JOUIRA shall be entitled to refuse to accept an order without any requirement to state reasons.
    2.2. These General Terms and Conditions shall constitute an integral part of the contract of sale. In placing your order you accept these Terms and Conditions in all respects.
  1. Place of performance
    3.1. Unless expressly agreed otherwise in writing, the place of performance for our deliveries of goods along with payments by you of the purchase price shall be that of the registered office of the firm JOUIRA.
  1. Prices and shipping costs
    4.1. The prices specified on the product page are inclusive of statutory value-added tax and other price components (postage and packaging) and are stated in Swiss Francs (CHF). The Customer shall be informed of the precise shipping costs during the order process.
    4.2. No further taxes and costs shall be charged (with the exception of customs duty for deliveries abroad).
    4.3. The Seller reserves the right to alter the prices at any time. Customers shall be charged the prices published on the website on the date of the order.
  1. Delivery terms
    5.1. Delivery may be made to any location worldwide.
    5.2. Unless specified otherwise in the offer, the lead time for delivery of physical goods to Switzerland and Liechtenstein is 2 to 3 working days. For deliveries abroad, the lead time for delivery is between 5 and 10 working days. If a longer period is required for delivery, the Customer shall be informed at the latest upon expiry of the relevant lead time. If no information is provided, the Customer shall be entitled to cancel delivery.
    5.3. If not all products ordered are in stock, JOUIRA shall be entitled to make partial deliveries.
    5.4. If the consignment of the goods is unsuccessful on three occasions owing to the fault of the Customer, JOUIRA may withdraw from the Contract. Any payments already made shall be reimbursed promptly.
  1. Payment terms
    6.1. Payment may be made at the Customer’s choice either by Credit Card, Paypal or advance payment.
    6.2. In the event of payment by invoice, the payment deadline shall be 5 days. If payment is not made, access to the online solutions will be blocked until the fee has been settled. JOUIRA shall be entitled to charge its dunning costs to Customers in default. The foregoing shall be without prejudice to any action under the law of enforcement.
    6.3. In the event of payment by Paypal, the Customer’s account shall be charged at the time of the order.
    6.4. It is not permitted to offset amounts due against counterclaims of the Customer that have not been acknowledged or established in a legally binding manner.
    6.5. The Customer may only exercise a right of retention where the claims are based on the same legal relationship.
  1. Reservation of title
    The goods shall remain the property of JOUIRA until payment has been made in full. Until ownership has transferred, the creation of a pledge or chattel mortgage over or the processing or transformation of the goods is not permitted without the approval of JOUIRA.
  1. Withdrawal
    8.1. In the event that the order placed by the Customer cannot be executed or can only be executed in part for any reason, no entitlement to claim damages shall arise thereby against JOUIRA. In such cases, JOUIRA shall be entitled to withdraw from the Contract. In the event of such withdrawal, we shall immediately inform you and reimburse promptly any consideration already paid by you.
    8.2. Where it has already been paid, the purchase price shall be promptly reimbursed to the Customer upon receipt of the goods. The foregoing shall be subject to a deduction from the purchase price to be reimbursed for any damage or excessive wear of the goods. No deduction shall be made if the loss in value is attributable to any process necessary in order to establish the nature, quality and proper functioning of the goods. JOUIRA may refuse reimbursement until the goods have been received back or until the Customer has furnished proof that he or she has sent back the goods if this occurs at an earlier time.
  1. Warranty and liability
    9.1. JOUIRA shall endeavor at all times to deliver goods to its customers of impeccable quality. If you are nevertheless supplied with defective products, please send them back to us along with the original packaging within 14 days of receipt. The Customer is also required to give written notice of the nature of the defect within the same period. Following the expiry of this period, all guarantee claims against shall be excluded.
    9.2. JOUIRA will replace the defective products for you free of charge.
    9.3. JOUIRA is unable to provide any warranty against further claims relating to defects.
    9.4. No action will be taken under warranty:– if the goods sent back are no longer brand new;– if the original packaging is missing;– if no written description of the defect is provided.
  1. Liability
    JOUIRA shall not be held liable for personal injury or damage to property that may arise through the use of the goods delivered by us. The Customer shall not be entitled to offset claims against JOUIRA against any amounts due by him or her.
  1. Jurisdiction and applicable law
    Contracts concluded with JOUIRA shall be governed by Swiss law. Jurisdiction shall lie under all circumstances at the registered office of the firm in Canton Lucerne.
  1. Data protection
    The personal data of customers shall naturally be treated in confidence. Such data shall not be shared with third parties under any circumstances.
  1. Improvements and amendments
    JOUIRA reserves the right without prior notice to make changes to products that in its view result in a quality improvement, provided that they do not substantially alter the nature of the product.
  1. Copyright
    The use of all content appearing on the homepage and in the online shop and the use of brand names and logos is prohibited without the prior written approval of the firm owner of the brand JOUIRA.
DISCLAIMER
Terms of use:

  1. Applicability of Terms of Use
    This website is operated by JOUIRA, („JOUIRA“) under the URL „jouira.com“ (the „Website“). The Website is provided to the user („You“) for informational purposes and „as is“ only. By using the Website, You agree to be bound by these terms of use (the „Terms of Use“).
  1. No Offer, Applicability of General Terms and Conditions
    Neither the Website nor the products mentioned or advertised thereon constitute legal offers. Should You wish to purchase any of the products mentioned on the Website, You may do so by using the web shop (the „Shop“) provided on the Website.
    All actions relating to the purchase of products using the Shop and all rights and obligations resulting from such actions are solely governed by the general terms and conditions accepted by You during the checkout process of the Shop (the „General Terms and Conditions“). In case of a conflict between the General Terms and Conditions and these Terms of Use, the General Terms and Conditions shall prevail.
  1. Liability for content and availability
    While JOUIRA is doing its best to make sure that the content of the Website (the „Content“) is correct and up to date at all times, errors sometimes do occur. JOUIRA does not make any representations or warranties (whether expressed or implied) with respect to the correctness, completeness and currentness of the Content. JOUIRA retains the right to amend and/or delete any Content at its own discretion at any time.
    Furthermore, no representations or warranties are made with respect to the availability of the Website. JOUIRA shall not be liable for any damages arising from Your use of the Website or Your inability to use the Website.
  1. No responsibility for the linked content
    JOUIRA shall not be responsible for any third party content accessible via a link on the Website. JOUIRA shall furthermore not be liable for any damages arising in connection with third party content that is linked on the Website.
  1. Intellectual Property Rights
    The Content is subject to intellectual property rights owned by JOUIRA and remains the sole property of JOUIRA at all times. The Content may only be reproduced and/or otherwise used in excess of the normal viewing and use of the Website with JOUIRA’s explicit authorization (unless such use is otherwise allowed under applicable intellectual property laws).
  1. Data Protection and Privacy
    6.1. In general
    JOUIRA collects the following data from Your use of the Website: Your browser type and version, general information regarding Your operating system and the current date and time (the „Anonymous Data“). The Anonymous Data is used to anonymously analyze the usage of the Website and for anonymous statistical purposes only.
    JOUIRA may further collect the following information: Your name, Your contact information including email address, demographic information such as zip code, preferences and interests, and other information relevant to customer surveys and/or offers („Personal Data“). Such information is only collected if You enter such information in the respective form fields on the Website. JOUIRA may use Your Personal Data for the following purposes: (i) Internal record keeping; (ii) to improve JOUIRA’s products and services; (iii) to periodically send promotional emails about new products, special offers or other information using the email address which You have provided; (iv) to contact you for market research purposes. JOUIRA may contact you by email, phone, fax or mail. JOUIRA may further use Your Personal Data to customize the Website according to your interests. JOUIRA will not make Your Personal Data available to any third parties unless JOUIRA has Your permission or is required by law to do so.
    6.2. Control over Your Personal Data
    You may opt out of JOUIRA’s use of Your Personal Data for direct marketing purposes by clicking the respective box indicating that You do not wish anybody to use Your Personal Information for direct marketing purposes located next to any form you are asked to fill in.
    You further have the right to request information about what Personal Data JOUIRA has saved with respect to You. You may also request that such Personal Data is corrected or deleted and You may at any point opt out of JOUIRA using Your Personal Data for direct marketing purposes. Please address any such request to: service@jouira.com
    6.3. Cookies
    A cookie is a small file which asks permission to be placed on your computer’s hard drive (hereinafter a „Cookie“). Once you agree, the file is added and the Cookie helps analyze web traffic or lets You know when You visit a particular site. Cookies allow web applications to respond to You as an individual. The web application can tailor its operations to Your needs, likes and dislikes by gathering and remembering information about Your preferences.
    JOUIRA uses traffic log Cookies to identify which pages are being used. This helps JOUIRA analyze data about web page traffic and improve our website in order to tailor it to customer needs. JOUIRA only uses this information for statistical analysis purposes and then the data is removed from the system.
    Overall, Cookies help JOUIRA provide You with a better website, by enabling JOUIRA to monitor which pages You find useful and which You do not. A cookie in no way gives JOUIRA access to Your computer or any information about You, other than the data You choose to share with JOUIRA. You can choose to accept or decline cookies. Most web browsers automatically accept Cookies, but You can usually modify Your browser setting to decline Cookies if You prefer. This may, however, prevent You from taking full advantage of the Website.
    The table below lists the Cookies the Website uses and what information they store:
    Cookie name | Cookie description
    CART | The association with Your shopping cart.
    CATEGORY_INFO | Stores the category info on the page that allows displaying pages more quickly.
    COMPARE | The items that You have in the compare products list.
    CURRENCY | Your preferred currency
    CUSTOMER | An encrypted version of Your customer id with the Shop
    CUSTOMER_AUTH | An indicator if You are currently logged into the Shop
    CUSTOMER_INFO | An encrypted version of the customer group You belong to
    CUSTOMER_SEGMENT_IDS | Stores the customer segment ID
    EXTERNAL_NO_CACHE | A flag which indicates whether caching is disabled or not
    FRONTEND | Your session ID on the server
    GUEST-VIEW | Allows guests to edit their orders
    LAST_CATEGORY | The last category You visited
    LAST_PRODUCT | The most recent product You have viewed
    NEWMESSAGE | Indicates whether a new message has been received
    NO_CACHE | Indicates whether it is allowed to use cache
    PERSISTENT_SHOPPING_CART | A link to information about Your cart and viewing history if you have asked the Website to retain this information
    POLL | The ID of any polls You have recently voted in
    POLLN | Information on what polls You have voted on
    RECENTLYCOMPARED | The items that You have recently compared
    STF | Information on products You have emailed to friends
    STORE | The store view or language You have selected.
    USER_ALLOWED_SAVE_COOKIE | Indicates whether a customer allowed the Website to use cookies
    VIEWED_PRODUCT_IDS | The products that You have recently viewed
    WISHLIST | An encrypted list of products added to Your Wishlist
    WISHLIST_CNT | The number of items in Your Wishlist
    6.4. Google Analytics
    The Website uses Google Analytics, a web analytics service provided by Google, Inc. Google Analytics uses Cookies to help the Website analyze how users use the Website. The information generated by the Cookie about Your use of the Website (including Your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating Your use of the Website, compiling reports on Website activity for JOUIRA and for providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate Your IP address with any other data held by Google. You may refuse the use of Cookies by selecting the appropriate settings on your browser, however, please note that if You do this You may not be able to use the full functionality of the Website. By using this Website, you consent to the processing of data about You by Google in the manner and for the purposes set out above.
    6.5. Social media
    The Website integrates Facebook plugins. When You use the Website, a direct connection is made between Your browser and the Facebook web servers. Facebook thereby receives the information that You are visiting the Website with Your current IP address. By using the „like“ button, you can link the contents of the Website to your Facebook profile. Thereby, Facebook links Your visit of the Website with Your Facebook user account. If you do not wish for Facebook to be able to link Your visit of the Website to Your Facebook user account, please log out of Your Facebook user account on the Facebook website. Please note that JOUIRA has no knowledge of what information is transmitted or in what way Facebook uses such information. The Facebook privacy policy can be reviewed at www.facebook.com/about/privacy/
    The Website integrates Google +1 plugins. When You use the Website, a direct connection is made between Your browser and the Google web servers. Google thereby receives the information that You are visiting the Website with Your current IP address. By using the „+1“ button, you can link the contents of the Website to your Google profile. Thereby, Google links Your visit of the Website with Your Google user account. If you do not wish for Google to be able to link Your visit of the Website to Your Google user account, please log out of Your Google user account on the Google website. Please note that JOUIRA has no knowledge of what information is transmitted or in what way Google uses such information. The Google privacy policy can be reviewed at www.google.com/policies/privacy/
    The Website integrates Twitter plugins. By using the „re-tweet“ button or the „tweet“ functions, Your visit of the Website is linked to Your Twitter user account and published on Twitter. With that, other data is transmitted from Your browser to Twitter. Please note that JOUIRA has no knowledge of what data is transmitted or in what way Twitter uses such data. The Twitter privacy policy can be reviewed at www.twitter.com/privacy/
    The Website integrates Pinterest plugins. When You use the Website, a direct connection is made between Your browser and the Pinterest web servers. Pinterest thereby receives the information that You are visiting the Website with Your current IP address. By using the „Pin it“ button, you can link the contents of the Website to your Pinterest profile. Thereby, Pinterest links Your visit of the Website with Your Pinterest user account. If you do not wish for Pinterest to be able to link Your visit of the Website to Your Pinterest user account, please log out of Your Pinterest user account on the Pinterest website. Please note that JOUIRA has no knowledge of what information is transmitted or in what way Pinterest uses such information. The Pinterest privacy policy can be reviewed at www.pinterest.com/about/privacy/
    6.6. Security
    As a Swiss corporation, we are subject to Swiss data protection law and is as such obligated to safeguard Your Data.
  1. Partial Invalidity
    Should any provision of these Terms of Use be or become invalid, such invalidity shall have no effect on the validity of the other provisions of these Terms of Use. In such case, any invalid provision shall be deemed replaced with a valid provision that represents the economic sense of the invalid provision as closely as possible.
  1. Applicable Law and Jurisdiction
    These Terms of Use are exclusively governed by Swiss law under exclusion of its conflict of laws rules. The courts of Lucerne, Switzerland shall have exclusive jurisdiction with respect to any disputes arising from or in connection with these Terms of Use.
IMPRINT

JOUIRA® Skincare
c/o SwissGenesis GmbH
Binsböschenweg 9
CH-6045 Meggen (LU)
Switzerland

Register and register number: Commercial register of the canton of Lucerne CHE-250.504.261

SHIPPING & TAX INFORMATION

Shipping and Tax Information

Prices for billing and delivery in Switzerland and EU countries displayed in CHF Swiss Francs, € Euro, £ sterling and $ US dollars are inclusive of VAT.
Prices for the USA and the rest of the world do not include any taxes or duties and you may be liable for them when your goods enter your country.

JOUIRA is offering free priority shipping in CH, EU, UK, USA, and some selected countries on selected normal items (not on sale). We offer free worldwide* if you order for a minimum amount of CHF 350,- for a limited time only. Our shipping partners are Swiss Post and international couriers. The regular shipping prices are noted next to the country for purchases below CHF 350.

*Please note that special discounted offers and products on sale are excluded from the free worldwide standard shipping promotion. Please note that free shipping only includes the delivery of the order to the first closed door. Any transport beyond the first closed door and any tasks concerning the opening of the packaging, the set-up of the product as well as the subsequent transport and disposal of packaging are excluded from our free shipping promotion. Please note that orders going to the same address can be pooled into one parcel for shipping.

If your country is not included please choose „Rest of world“ for an order inquiry or contact our dedicated team at service@jouira.com and we will try our best to accommodate your wishes.

JOUIRA will confirm your order within 2 business days and send it within another 2 business days. As soon as your order is on its way to you, you will receive an email with the tracking number.

Shipping within Switzerland usually takes 1-2 business days and to EU countries 3-5 business days after the order has been handed over to the couriers. For countries outside EU,  the products ordered will be delivered to the customer within 5 to 10 days after receipt of the payment.

The shipping times stated on this page cannot be guaranteed.

Please note that shipments outside of Switzerland excludes tax and might incur customs and duties fees, which have to be paid by the receiver as stated in our Terms and Conditions. The exact amount will be decided by the customs officers once the parcel is with them and depends on the regulations of each country/state as well as the classification of the product. For this reason, we would like to apologize that we cannot state the amount of any import fees before purchase. However, for countries in the EU zone, products are shipped on a DDP (Delivery Duty Paid) basis and all prices shown include the relevant import taxes and duties. For other countries (international – non-EU), all prices shown on product and listing pages exclude duty and/or tax. In such case, the shipping company will contact you by telephone once your items are in customs to let you know the cost.

Please note JOUIRA does not collect or use US sales tax at this time. Your purchase may be subject to local use tax unless it is exempt from taxation. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by JOUIRA and pay use tax on those purchases unless exempt under local State law.

You should note that the ordered products are sent from Switzerland. All prices listed in the E-Shop include Swiss VAT but exclude shipping. Should you be domiciled in a country other than Switzerland, the Swiss VAT included in the prices will be deducted from the prices of the ordered products during the checkout process. However, you may be subject to import taxes and/or VAT imposed by your country of residence. For non-EU countries, such taxes and/or local VAT are not included in the prices set out in the E-Shop and paid by You.

SHIPPING ZONES AND PRICES

A shipping zone is a geographic region where a certain set of shipping methods are offered. JOUIRA will match a customer to a single zone using their shipping address and present the shipping methods within that zone to them.

Zone

Region(s)

Shipping method(s)

CH

Switzerland

Free Shipping (all orders not including discounted items or on-sale)

Flat Rate (CHF 10.-)

ZONE 1

Austria, Belgium, Denmark, France, Germany, Guernsey, Isle of Man, Italy, Jersey, Luxembourg, Monaco, Netherlands, United Kingdom (UK) and the Vatican.

Free Shipping (all orders not including discounted items or on-sale)

Flat Rate (CHF 38.-)

Free Shipping (over CHF 350.-)

ZONE 2

Andorra, Czech Republic, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, and Sweden.

Free Shipping (all orders not including discounted items or on-sale)

Flat Rate (CHF 43.-)

Free Shipping (over CHF 350.-)

ZONE 3

Cyprus, Albania, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Faroe Islands, Gibraltar, Greece, Iceland, Macedonia, Malta, Moldova, Montenegro, Romania, Russia, Serbia, Turkey, Ukraine, and Greenland.

Flat Rate (CHF 48.-)

Free Shipping (over CHF 350.-)

ZONE 4

Canada, Puerto Rico, Saint Pierre and Miquelon, United States (US), United States (US) Virgin Islands, Marshall Islands, Northern Mariana Islands, United States (US) Minor Outlying Islands

Free Shipping (all orders not including discounted items or on-sale)

Flat Rate (CHF 53.-)

Free Shipping (over CHF 350.-)

ZONE 5

Algeria, Egypt, Morocco, South Africa, Tunisia, Armenia, Azerbaijan, Bahrain, China, Cocos (Keeling) Islands, Georgia, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kuwait, Lebanon, Malaysia, Oman, Palestinian Territory, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam, Yemen, Mexico, American Samoa, New Zealand, Norfolk Island, Tokelau, Argentina and Brazil.

Flat Rate (CHF 58.-)

Free Shipping (over CHF 350.-)

ZONE 6

Rest of the world (regions that are not included in any other shipping zone above).

Flat Rate (CHF 70.-)

Free Shipping (over CHF 350.-)

 

ONLINE ORDER STATUS
ONLINE ORDER STATUS

To view or edit your JOUIRA Online order, visit online Your Account – My Account (LOG IN/OUT), enter your JOUIRA ID and password. From the online Dashboard you can:

  • View orders
  • Check order status
  • Track a shipment
  • Downloads
  • Edit delivery or billing information
  • Payment methods
  • Account details

Don’t have a JOUIRA ID? Visit Your Account page for more details on how to create a JOUIRA ID. You can also track rapidly anytime your orders without a JOUIRA ID by visiting the page TRACK ORDER, typing your tracking number and then click on Track Shipment button to see the status of your order (opens in new window).

CHECK ORDER STATUS

It’s easy to check the status of your order. First, visit online Your Account – My Account, enter your JOUIRA ID and password, and then from your Dashboard, you can view your recent orders and order status, manage your shipping and billing addresses.

Once you sign in, select View Orders. This shows a summary of your most recent order. If you want to view a different order, select View more orders from the drop-down menu on the page.

On the Your Orders page, an order status message displays next to each of your items. These messages include:

We’ve Received Your Order – We will begin processing your order soon. You may be able to edit your order details once the order enters the Processing Items status.

Processing Items – We’re processing your order right now. You may be able to edit your order details through online Order Status, or by contacting our Customer Service.

Preparing for Shipment – We’re currently preparing your order and, as a result, are unable to modify it at this point. If an item is shipped directly to you, we’ll send you a Shipment Notification email.

Shipped – Your item has shipped. Your carrier tracking number will be updated to online Order Status and the carrier’s website within 24 hours.

TRACK ITEMS

When your item(s) have left the warehouse, we’ll send you a Shipment Notification email that includes your carrier, a carrier tracking number, and, if available the estimated delivery date.

You can also view shipping information in online Your Account – My Account. Once you sign in with your JOUIRA ID and password, select Edit Orders On the Your Orders page, and the window will display the item’s tracking number, shipping address, carrier and if available, the estimated delivery date. If you ordered multiple items, you may have separate tracking information for each item. Then click on Track Shipment button to see the status of your order (opens in new window).

EDIT YOUR ORDER

Sign in to online Your Account –My Account, then Orders to view an item on your order. You may be able to edit the item if the status reads We’ve Received Your Order or Processing Items. Read Check Order Status above for more information on order status messages.

Edit shipping address

If your order is in Processing Items status, you may be able to edit your shipping address on the Your Orders page. Read the Check Order Status section above for more information on order status messages. To edit your default shipping address, select Change your default shipping or billing info on the Your Account page of online Order Status (opens in new window). Updates will take effect for future orders.

Edit Email Address

If you didn’t receive an Order Acknowledgment or Shipment Notification email, we may have an incorrect email address, or the emails are stuck in your spam or junk mail folder. You can update your email address on the Your Account – My Account page of online.

To edit the default email address on your account, sign in to online Your Account –My Account and navigate to Account Details. Edits to the default email address will only take effect for future orders.

If you need assistance with viewing or editing your order, please contact  JOUIRA Customer Service.

CANCEL ORDER

So long as your item is not in Prepared for Shipment or Shipped status, you may be able to cancel an item or the entire order online. To cancel an order or item, visit online Your Account – My Account. On the Your Orders page, find the item you want to cancel and select Cancel items.

Once you’ve submitted your cancel request, the status message of the item will read Cancelled. If you canceled an item that was shipping to a physical address, you will be billed for your item. We will initiate your refund immediately after you submit your cancel request.

If you are unable to cancel your item online, you may be able to return your item. To see if your item is eligible for a return, refer to the Returns & Refunds help page or call JOUIRA Customer Service.

RETURN POLICY

If for any reason you are not happy with your JOUIRA purchase, you may return it within 14 days after receipt of the product for the following reasons:

  1. a) The product is defective and needs to be replaced by JOUIRA.
    In this case, the customer must contact JOUIRA to organize the pickup of the defective product and shipment to the headquarters. JOUIRA will cover the costs for the replacement product and shipping at no cost to you.
    All returns and communication about returns should be addressed to:

    JOUIRA Skincare
    c/o SwissGenesis GmbH
    Returns Department
    Binsböschenweg 9
    6045 Meggen (Lucerne)
    Switzerland
    Email: service@jouira.com
  1. b) The customer has not opened the product but wishes to return it because she has changed her mind. In this case, the cost of returning the product may be the customer`s responsibility. For more information, please see “Terms & Conditions”. The cancellation of the order shall be notified to JOUIRA in writing (i.e. by mail or e-mail) using the contact information set out above.


RETURN POLICY

  1. General Returns
    1.1      We are grateful for your patronage and want you to be completely satisfied with the Product(s) you have ordered from us. If you should have any questions, concerns, or problems with the Product(s) that you have ordered, please contact our client services specialists via email at service@jouira.com. Details of your legal right to cancel your Contract with us, and an explanation of how to do this, are set out below and provided in the Order Confirmation email that we send to you.
    1.2      These Terms and Conditions do not apply if you purchase JOUIRA Product(s) from any source other than our Website. We can accept the return of Product(s) ordered via www.jouira.com only, and we must have a record of your order in our system. We regret that we cannot accept the return of Product(s) purchased or received elsewhere including authorized retailers or distributors, other websites, as gifts, or as promotional material.
    1.3      You may return Product(s) to us and receive a full refund of the price paid for the Product(s), provided that you return the Product(s) to us (or notify us of your intention to do so) within 14 days of the Product(s) being delivered to you.
    1.4      If you want to return Product(s) to us, please notify us of your intention to do sous by contacting our client services specialists via email at service@jouira.com. We will send you an email to confirm that we have received your return request and will provide the address for your return at that time. You may wish to keep a copy of this (and any emails that you send to us) for your own records.
    1.5      Within 15 days of the date that we receive the returned Product(s) from you, you will receive a full refund of the price that you paid for the Product(s) and any applicable delivery charges for which you paid to us at the time of purchase. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you contacted us (as described in section 1.3 above). We will refund you on the credit card or debit card that you used to make the purchase originally.
    1.6      In order to receive your refund, you must return the Product(s) to us within fourteen days of our Return Confirmation email to you. Unless the Product(s) are faulty or not as described (in which case, section 2.1 below will apply), you will be responsible for the cost of returning the Product(s) to us. You are responsible for taking reasonable care of the Product(s) until they are returned to us. We recommend that you return them to us using a recorded delivery service and that you keep proof of postage. We will be unable to provide you with a full refund of the Product(s) are not returned to us or if they are damaged when they arrive.
  1. Faulty Products
    2.1 In the unlikely event that the Product(s) we sell to you are faulty or not as described, you may have additional legal rights to receive a refund in relation to these Product(s). These legal rights are not affected by our general returns policy (set out above) or by the Website Terms of Use and Terms and Conditions of Sale. Advice about your legal rights is available from your local or national consumer protection body.
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