1. What is Pick-up service/Pick-up point?
Joybuy currently has pick-up points in the Netherlands, Belgium, certain areas of Germany and some points in France that customers can select when placing an order. Allow the App to access your IP address when placing an order, and it will automatically filter out nearby pick-up points (if any). Customers simply need to add the products, follow the system guidelines to select the confirmed pick-up time slot and the address of the point, and then you can collect your order within the selected time period. To avoid unnecessary waste, please bring an environmentally friendly shopping bag with you when you pick up your order.
Note: In addition to Joybuy pick-up points, we have more partnered pick-up options in the Netherlands, Germany and France as following
2. Are there any extra costs for pick-up orders?
Orders over €29 will be eligible for free pick-up. If the pick-up order is less than €29, an additional €3,99 handling fee will be applied.
3. Why cannot choose a Pick-up point?
Pick-up points that are not available at the time of ordering may be due to: not opening during the selected time slot or the order reaches the maximum limit for the point.
Customer can choose another time or a nearby pickup address.
4. Can I pick up my order before/after the reservation hour?
Once your order arrives at the selected pick-up point, a QR code will be available both in Joybuy App and in your email, then you are all set to collect your order. We recommend that customers arrive at the pick-up point within the selected time slot when ordering to avoid waiting in the queue.
Reminder: Please go to pick up your order after confirming receipt of the QR code.
5. What if I don't pick up my order on time?
5.1 For non-fresh/frozen products
We will hold your order for a maximum of 6 days from the date of pick-up.
5.2 For fresh/frozen product
Due to the perishable nature of fresh/frozen products and to ensure food safety, we can only hold fresh/frozen orders until the end of the opening hours of your chosen collection point. If you did not pick-up your order by this time, our pickup point staff will not be available to reschedule your collection.
Kind reminder: If the customer fails to pick up the fresh frozen products as scheduled due to their own reasons, we regret that we will not be able to process a refund.
6. How to keep my fresh/frozen orders in fresh condition?
Joybuy has specific refrigerated/frozen warehouses to store fresh and frozen products, and we provide insulation that meets the storage conditions of the products from the time they are warehoused, packaged, transported, and stored at the pick-up point. We also recommend that customers bring freezer/cooler containers, such as ice packs, coolers, etc., when picking up such orders.
7. Can I return my order at a pick-up point?
There are only a few pick-up points that are currently able to offer the return service. As this service is still being tested, please contact the service team for more information.