All stocked items will be dispatched within 24-48 hours from the date the order was placed. Some specialty or pre-order items may take longer to ship; customers will be notified if so.

- Please note that all orders will be sent during our operating times of Monday - Friday 9:00am-5:00pm Paris Time (GMT+1).

- Please note there may be a delay of up to 2 days during our peak sales periods.

All items are shipped via Cubyn, our logistic platform.

All items are delivered via Colissimo, Mondial Relay, Chronopost, TNT or Delivengo.

Once your order is dispatched, you will receive an email with tracking information. If you have a problem with your package, please contact Cubyn support directly from your tracking page, "Help" section.

Customers are responsible for organizing their own acceptance of items based on the delivery options they choose. Any re-delivery of parcels needs to be arranged and paid for by the customer. Please note that unless duties have been prepaid, payable import taxes and duties are the responsibility of the customer. Please check with your local customs to get an idea of any duties or taxes that may apply.

Each carrier can offer one or more ways to pay customs fees according to its internal system (payment in cash or check upon receipt of the package, payment at the post office, online payment with a credit card).

We offer 3 delivery methods:

Service Point Delivery* (You'll choose your service point after payment, through your order confirmation page.)
Standard Shipping
Express Shipping

*only for France, Luxembourg, Belgium, Germany, Austria and Spain.

Free 30-day returns

We have extended our return delays for Europe*, you can now test your Joué Play for 30 days and return it for free.

All you need to do is send an e-mail to support@jouemusic.com mentioning your order number and the reason for your return.

You can request a return up to 30 days after you received your order.

If you have a problem with your Joué product, please contact technical support at this address: support@jouemusic.com

Once you have made your return request, follow these steps:

1. Prepare the package

Place the item back into its original packaging with all the accessories, then put it in a box. Then paste the return label provided by e-mail (valid for 7 days from the date of issue) on the box, over the delivery label.


2. Return the item

Drop off your package at a post office. The shipping costs are covered by Joué Music, so you don't have to pay anything: it's simple and free!

Remember to keep the receipt stamped by the post office
.

3. You are refunded!

Your order will be refunded within 10 business days once we have verified that everything is in order. You will receive a confirmation email once the refund has been made.

Joué Music Instruments will refund you for the price of the product(s) purchased as well as the delivery costs during the initial purchase, with the exception of additional costs arising from the fact that you have chosen, where applicable, a mode delivery other than the cheaper standard delivery method offered by us. We will refund using the same payment method you used for the initial transaction, unless you expressly agree to a different method; in any case, this refund will not incur costs for you.

*eligible countries: Germany, Austria, Australia, Belgium, Croatia, Spain, Estonia, Finland, Greece, Guadeloupe, French Guyana, Hungary, Ireland, Italia, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Netherlands, Poland, Portugal, Czechia, La Réunion, Romania, United Kingdom, Saint Pierre and Miquelon, Slovakia, Slovenia, Switzerland.

Living outside of Europe or your country does not appear in the list above? Your 14-day right of withdrawal applies.

If you are a consumer, you benefit, for contracts concluded at a distance, from a right of withdrawal which you can exercise within fourteen (14) days from the date on which you, or a third party other than the carrier and designated by you, takes physical possession of the goods.

As such, you have this period to return any item that does not suit you, without giving a reason, and to request refund without penalty, with the exception of the return costs which remain your responsibility.

Only products in their original condition and packaging, accompanied by all the accessories and documents that were initially in their packaging as well as their purchase invoice, may be returned under the exercise of the right of withdrawal.

The right of withdrawal cannot be exercised for the supply of audio or video recordings or computer software when you have unsealed them after delivery.

The right of withdrawal cannot be exercised for the supply of digital content not provided on a physical medium whose execution has started after your prior express consent and express waiver of your right of withdrawal.

To exercise the right of withdrawal, you must notify our support team via support@jouemusic.com your decision to withdraw from the contract by means of an unambiguous declaration (for example, letter sent by post, fax or e-mail).

Joué Music Instruments will refund you for the price of the product(s) purchased as well as the delivery costs during the initial purchase, with the exception of additional costs arising from the fact that you have chosen, where applicable, a mode delivery other than the cheaper standard delivery method offered by us. We will refund using the same payment method you used for the initial transaction, unless you expressly agree to a different method; in any case, this refund will not incur costs for you.

You must return or return the goods to us without undue delay and, in any event, no later than fourteen (14) days after you have communicated your decision to withdraw from this contract to us. This deadline is deemed to have been met if you return the goods before the expiration of the fourteen (14) day period.

You will have to bear the direct costs of returning the goods.

Postal address for returns:

Joué Music Instruments
Darwin
87 quai des Queyries
33100 Bordeaux
France (FR)