Frequently Asked Questions
PLEASE NOTE THAT OUR CUSTOMER SERVICE TEAM IS AVAILABLE MONDAY - FRIDAY, 8:00-16:00.
SUITS
What size would I be?
We tend to run smaller than most other companies. The best way to find the right size for you would be to take your measurements using our measurement guide and comparing them to our size chart.
Click Here to go to our helpful size chart and measurement guide. If you fall between two sizes we recommend going with the larger one!
Email us at europe@jolyn.com with your measurements (Torso, Chest, Hips) and we’ll suggest the best size for you.
What onesies and bottoms have the most bum coverage?
If you are looking for a fixed-back onesie, the most bum coverage styles would be Brandon, Darren, Drew, and Chevy. For tie-back onesies, the styles with the most bum coverage would be Jackson, Isaac, Max, and Gavin. For full coverage bottoms, we would the recommend Andy, Midl, Bryce, Randy, or Bali.
Check out our great Bum Covergae Guide here.
What tops have the most coverage?
For full coverage tops, we would the recommend Laine, Aaron, Tomcat, Ryan, Grayson, Harrison, Xavier, Mason, Holden, Leon, or Eli.
A suit I want is out of stock. When will it be restocked?
We do our best to restock our solid colors every 3-5 weeks or so. Most prints and contrast suits are limited edition and do not get restocked online once they have been sold out.
Our inventory turns over very quickly, so always check our website, social media pages and sign up for our newsletter for updates! @jolyn_europe + jolyneurope
Where are your suits made?
Our fabric is from Italy (EU) the liner is from China. The suits are assembeled in the USA, Mexico, Tunisia, Vietnam or China. We believe strongly in being a socially responsible company and work closely alongside our awesome production crew to get our suits made with top quality.
Are JOLYN's chlorine resistant?
All JOLYN styles are chlorine resistant! Our swimwear is made with 100% Polyester Fabric. The best news is that even our lining is 100% polyester meaning that your suit will tackle the chlorine better than any other brand.
Check out our Forever Fabric Technology page to find out more here!
How should I wash my suits?
We recommend rinsing in cold water and air drying your suits after every use. Please avoid any washing or drying machine or soap as those will likely cause damage to your JOLYN.
Are your suits covered by warranty?
Our factories take pride in providing solid sewing construction and will honor a six (6) month warranty on stitching and swimsuit lining. If you ever do experience this (we hope not!) send an email with a picture of the item and the original five-digit order number to europe@jolyn.com
ORDERS
I get an error message when I enter my shipping and billing addresses. What’s going on?
Usually when customers receive the error message "street address and postal code do not match" it is because the billing address being used doesn't match the address linked to that credit card. Contact your bank to verify your billing address or try using a different credit card when you place your order. If you are still having problems email us and we will help you place an order.
Why was I charged more than once?
Any duplicate charges are a result of multiple authorization attempts and should show as “pending” on your bank statement. You will only be charged once and duplicate charges will be removed within 2-3 business days.
Can I change or cancel my order?
Once you place an order, we start on the packing and shipping process right away, so we are unable to make changes or edits. If you realize you’ve made a mistake in your order, please email us within 20 minutes of the order being placed and we will try to get the order cancelled or the address changed. Sadly, we cannot make any promises. If we are able to cancel your order before it ships out, you will then be fully refunded. That way, you can place a new order with the correct items. If we are unable to cancel your order, we recommend ordering the correct suit online and sending the first order back for a refund.
How can I track my order?
Once your order has been shipped you will receive a shipping confirmation email with a tracking number. Please allow the shipping provider a couple business days to update the tracking information.
I received a damaged/defective/incorrect item. What do I do?
Please contact us immediately with a photo of the item and the JOLYN order number and we will be happy to help you. You must contact us within 2 weeks of delivery Email us
Can I use a discount or special promotion on other day when it is not run on the website?
Unfortunately we do not apply discounts or special promotions retro -spectively or future -spectively. Thank you for your understanding. We offer many codes through our ambassadors so feel free to use those.
SHIPPING
For current info about rates please visit Delivery page here!
**Please note that GLS does not deliver to PO Boxes**
Free shipping is available for EU orders over 180 euro. Free shipping is not available for countries out of the EU.
When will my order ship?
Your suits will (usually) ship out within 2 business days of the order date. Orders placed on Friday or the weekend will ship out the following Monday. This includes all shipping types (even expedited).
My order was marked as delivered but I never got it. What do I do?
Sometimes orders get delivered to your local post office or the wrong house by accident. First check with your neighbours, mailman and local post office. Still no luck? Email us.
* Please note: lost orders will only be issued store credit or a replacement*
BREXIT & JOLYN EUROPE
Will you continue to send items to the UK?
~ Absolutely, we could not imagine to be without you!
How will the VAT be handled ?
~ We are a registered VAT payers in GB. Our VAT # is GB369178549.
The general rule is : all orders that are less than £135 pounds will be delivered without the need to pay VAT. (other charges might occur) . Shipments where the total of goods is > £135 must have VAT and duty paid upon import and it is a responsibility of a customer. Since we are registered VAT payer you should not be charged for VAT upon import.
We should have a prepay option at the checkout available soon so called DDP. At the moment we sent items via DDU (delivery duty unpaid)
What is the products' preferential origin?
~Our products are of USA, Mexico or Taiwan preferential origin.
Will my package be subject to extra duty charges and handling fees?
~ It is possible that it may. Orders will be held at GB customs. You will be contacted by DHL Express upon delivery to pay the duty and any handling fee that’s due. Once this is paid, your order will be released and sent to you.
Will my order be delayed?
~ It’s not 100% certain right now but, yes, it is likely that your order could be held at customs and delayed. However we have opted to work with the DHL Express to send you your package and they are known for their speedy and reliable service.
During these times of uncertainties we ask for your patience and support. We will update anything concerning Brexit as soon as we know more.
RETURNS
What's your return policy?
You can return items for a refund within 30 days of purchase. We do not accept returns past 30 days. The item/suit must be unworn, unused, unwashed, free of stains and odors and still have the tags and the hygienic liner attached. Please do not send suits back if they do not comply with the Jolyn Europe requirements, as we are unable to issue store credit/refund and are not responsible for sending the item back to you.
How do I return/exchange my suit?
Click here to check out our return policy.
How long does it take for me to get a refund?
Please allow about-2-5 work days for your return to be processed. You will receive a refund confirmation email once your refund has been issued.
Can I return my online purchase to a JOLYN Pop-Up or the JOLYN EU showroom?
We ask that all online purchases are sent in through our online return system as the JOLYN Pop-Ups are separate private entities. You can exchange your suit in the JOLYN EU showroom.
I bought my items at a pop-up, can I return it?
Pop-Up purchases must be returned/exchanged through the Pop-Up rep :)
PAYMENTS
Jolyn Europe uses 3 payment providers at the moment: Stripe, PayPal and GoPay
STRIPE is an international payment gateway
You can pay with VISA card, MASTERCARD card, and APPLE PAY
If you choose a direct payment gateway (STRIPE included) to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy)
https://www.shopify.com/legal/privacy)
Paypal is an international gateway and you must have an account with them in order to proceed with the payment.
If you choose a direct payment gateway (PAYPAL included) to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy)
https://www.shopify.com/legal/privacy)
GO PAY
You can pay with VISA card and MASTERCARD card
If you choose a indirect payment gateway (GO PAY) to complete your purchase, then GO PAY stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction.
GoPay is a Czech based company and by default the language is in Czech. Do not worry, you can set the language to English at the top corner.
MISCELLANEOUS
Do you have any showroom locations?
Yes! We have our only JOLYN EU store located at:
JOLYN
Toužimská 897
E6
Praha, 199 00, Czech Republic
Opening hours:
Monday- Thursday 09:00 – 17:00
Friday & Saturday 09:00-14:00
Please note: the showroom us closed if there is an event. Please make sure to check our calendar.
We also have JOLYN POP-UPS around the Europe! Click here for our pop-up calendar.
Can I pre-order a suit or be put on a waiting list?
Unfortunately, we don't do preorders or have waiting lists for specific items. Always check our website and social media pages for updates! Make you stay up to date via our newsletters.
Any other questions? Please email us at europe@jolyn.com and we'll get back to you as soon as we can.