FAQ

We can certainly deliver to a DHL Packstation. In your delivery address, please enter your postal code under Company (optional) and the Packstation under the Street name.

Example:

- Name: Max Mustermann

- Company: 86906578

- Street: Packstation 112

- Postal code: 22031

- Location: Hamburg

Unfortunately not. We only have our office in Hamburg, but no sales space or warehouse. Therefore it is not possible to collect your order from us directly. Alternatively, you have the option to buy our products from our partners in Hamburg. You can find Johnny Urban products in the following stores:

Inlove, Schanzenstraße 79, 20357 Hamburg

Vunderland, Marktstraße 137, 20357 Hamburg

Hej Hamborg, Eppendorfer Landstrasse 111, 20251 Hamburg

All My Friends, Schanzenstraße 34, 20357 Hamburg

Wie es Euch gefällt, Juliusstraße 16, 22769 Hamburg

Söhne & Töchter, Hohenesch 43, 22765 Hamburg

Moin Frida, Caspar-Voght-Strasse 94, 20535 Hamburg

Kleines Kinderkaufhaus, Hegestraße 11a, 20251 Hamburg

Roseblatt und Fabeltiere, Clemens-Schultz-Straße 43, 20359 Hamburg (only sells our junior backpacks)

We are very sorry if you received a faulty item from us. In order to check your complaint promptly, we ask you to not return the item yet. First send us a photo and a short description of the problem to support@johnny-urban.de. Please add your order number, which you can find on the delivery note or in the order confirmation, so that we can assign your complaint. Our customer service will help you with the next steps.

The following payment methods are available in our online shop:

- Credit card

- PayPal

- Invoice with Klarna

- Instant Transfer by Klarna

- eps transfer

- Google Pay

- Apple Pay

You can find more information about these payment options at Shipping & Payment.

Our orders are shipped with DHL. As soon as your package has been sent, you will receive the tracking number by email so that you can track your delivery.

Within Germany and the EU, shipping is free of charge for an order value above € 29.

For an order with a total value of less than € 29, shipping costs within Germany are € 3,90 and € 8,90 in the EU.

If you are not to be found in person upon delivery, you will usually receive a notification from DHL. Your order will then be ready for collection at the nearest post office for 7 working days. You will need to present your official photo ID (e.g. identity card) upon collection.

If there is no collection or if the order cannot be successfully delivered, the package will be returned to us. A new delivery is only possible if you place a new order.

You can return your order to us within the legal cancellation period. If the total value of your goods is 29 or higher, - € we will cover the costs and will be happy to send you a return slip for the delivery. Send us an email to support@johnny-urban.de with your order number and which article you would like to return.

You have to pay the return costs for goods with a value of less than € 29 yourself. You can find the return information on the delivery note supplied.

As soon as we have received the return, we will process the refund of your money within 14 days.

If your item is not the size or color you want or is different than what you imagined, you can take advantage of your 14-day cooling-off period and send the goods back to us.

An exchange for another product is unfortunately not possible. For this we ask you to place a new order.

Our backpacks are designed in Germany and manufactured in southeast China. We have inspected and selected the factories personally on site and visit them regularly. We are convinced that the manufacturers have professional working conditions. All manufacturers have agreed and signed in a contract to comply with labor law requirements. In addition, all manufacturers are checked and rated by the independent BSCI every year.

For transport we use the Trans-Siberian Railway to reduce our CO2 footprint.

Our products can be cleaned very easily with a sponge and dishwashing liquid.

If that is not enough, our products can also be machine washed on a gentle cycle inside out. However, we cannot guarantee this, as for example the material, colors, impregnations, etc. could suffer. Please note that the different products can behave differently and products with a high content of synthetic leather are excluded.

You can find more information on our page Care Instructions and on our Instagram account washing instructions in the highlight stories.

With us you have a guarantee of the legal 24 months.

Please contact us via email support@johnny-urban.de. Our customer service will be happy to help you with the next steps.

If your beloved product shows a defect after a period of 6 months, please contact us via e-mail at support@johnny-urban.de.

We will explore the possibility of a repair and will inform you of any further steps by email.