FAQ

Are you interested in a Johnny Urban product, but still have questions? We have compiled the most common questions and answers. If your question is not answered here, please contact us using the contact form or by email to support@johnny-urban.de.

ORDER

We can deliver to a packing station. In your delivery address, please enter your post number under Company ((optional) and the Packstation under Street.

Example:

- Name: Max Mustermann

- Company: 86906578

- Street: Packstation 112

- Post code: 22031

- Location: Hamburg

Unfortunately, we only have our office in Hamburg without sales space or warehouse. Therefore it is not possible to collect your order from us on site. Alternatively, you have the option of buying products from us from our partners in Hamburg. You can find Johnny Urban in the following stores:

Inlove, Schanzenstraße 79, 20357 Hamburg

Vunderland, Marktstraße 137, 20357 Hamburg

All My Friends, Schanzenstraße 46, 20357 Hamburg

Wie es Euch gefällt, Juliusstraße 16, 22769 Hamburg

Söhne & Töchter, Hohenesch 43, 22765 Hamburg

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

Baretta, Susannenstraße 19, 20357 Hamburg

Backyard, Schanzenstraße 22, 20357 Hamburg

Kleines Kinderkaufhaus, Hegestraße 11a, 20251 Hamburg

Horst, Paul-Dessau-Strasse 8, 22761 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 be able to check your complaint quickly, we ask you not to return the item yet. First send us a photo and a short description of the defect to support@johnny-urban.de. Please also 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.

PAYMENT

The following payment methods are available in our online shop:

- Credit card

- PayPal

- Sofortüberweisung by Klarna

- eps transfer

- Google Pay

- Apple Pay

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

SHIPPING

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 you with an order value of € 29 or more.

The shipping costs for goods with a value of less than € 29 are € 3,90 within Germany 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 your official photo ID (e.g. identity card) to collect the goods.

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.

RETURN & REFUND

You can return your order to us within the statutory cancellation period. From a goods value of 29, - € we will cover the return costs and will be happy to send you a return slip for the return. Write 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 refund 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 make use of your 14-day cooling-off period and send your order back to us.

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

PRODUCT INFORMATION

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

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

Our products can be cleaned very easily with a sponge and washing-up liquid.

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

You can find it on the page Care instructions more information and on our Instagram Account in the highlight stories for washing instructions.

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

Please contact us via email support@johnny-urban.de. Our customer service will 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 be happy to check the possibility of a repair for you and will inform you of the further steps by email.