Faq

Aware of the role it has to play with the younger generation, the Janod brand has been committed to a CSR (Corporate Social Responsibility) policy since 2020. Here are some of the priority actions undertaken by Janod to limit its carbon impact and raise children's awareness of respect for the environment.

• Reduce packaging and limit the use of plastic: removal of plastic bags, windows and blisters, replacing them with foam and bubble wrap... A total of 127 Janod products were modified in 2020, which is 26% of the wood & cardboard collection. These 127 products alone contain 7 kg of plastic. Given the volume sold, this represents about 5.5 tons less plastic per year!
• Relocate the production of certain products, and in particular our 100% Made in France cardboard puzzles, managed by a subcontractor that is also committed to a responsible approach.
• Raise children's awareness of nature conservation through a responsible collection in collaboration with WWF, as well as by getting involved in reforestation, along with the Kinomé association and the NFO.
• Use more and more FSC® wood (from sustainably managed forests). In 2021, 25% of the products in the JANOD wood and cardboard collection were FSC® certified. Our goal is to reach 70% by 2025!

The FSC® (Forest Stewardship Council ®) certification system is an environmental eco-label to ensure that products made of wood come from responsibly managed forests. As a result, it guarantees the legality of the resource’s exploitation and the absence of any links to deforestation, in addition to biodiversity conservation.

FSC® principles:

1. Compliance with the laws of the country
2. Workers' rights and employment conditions
3. Indigenous peoples' rights
4. Relations with local communities
5. Profits generated by the forest
6. Values and environmental impacts of forest management
7. Management Planning
8. Monitoring and assessment of management practices
9. High conservation values
10. Practical implementation of management activities

To find out more, visit the website dedicated to Janod’s CSR operations: Play for Change.

All Janod toys put on the market are certified as conforming to current standards and regulations by approved and independent laboratories. We work closely with internationally renowned laboratories, on all technical aspects and issues, to deliver certificates and test reports that allow us to comply with the European standard and with the different standards of the areas in which we market our toys.

All our products are chemically tested in accordance with the Toys Directive and the REACH standard (European regulation that came into force in 2007 in order to improve safety in the manufacture and use of chemical substances in European industry). The aim is to identify, assess and control chemical substances manufactured, imported and placed on the European market.

We are using more and more FSC-certified wood and cardboard for our games and toys, and we are working to expand our offer.

The varnishes and paints used in our toys are tested by laboratories in accordance with current standards and regulations. Quality standards apply to our paints and varnishes. Water-based paint is used on some of our toys and is preferred for early-learning toys intended for children under the age of 3, who tend to put them in their mouths. In addition, we voluntarily (non-regulatory and without obligation) test the paint for discoloration to saliva for toys intended for children under the age of 3.

We also use vegetable-based inks for the printing of most of our cardboard toys made in France (puzzles and board games): more rapidly recyclable and biodegradable, these inks are tested in the same way as our paints and varnishes.

Wooden toys are durable toys with a very long service life, which can be passed down from generation to generation if they are well maintained. Some will end up in children's mouths, so just remember to wash them regularly by following these recommendations:

Our wooden toys can be cleaned with a dry cloth if they are not too dirty. If necessary, you can use a clean, damp cloth or sponge to clean them before drying them well.

Do not soak a wooden toy in water, as it may swell, curl or deform.

We advise you not to use bleach, even diluted, or vinegar or alcohol: these products can be absorbed by wood and deteriorate the paints and glues used for their manufacture. Never use cleaning products for wooden furniture that are too powerful for toys. Ditto for cleaning or disinfectant wipes.

We cannot be held responsible for the toy’s fragility, breakage or aesthetic change should the toy be immersed in water or cleaned with detergents.

Have you lost a the game rules or assembly manual?

You have two options:

• Go to the Game Rules and Manuals page, enter the reference or product name, then click on "download the manual" or "download the game rules"
• Go directly to the product page and click on the "download the manual" or "download the rules of the game" button in the "Product info" section

If you cannot find the document you are looking for or the product is no longer online, you can contact us via the contact form "I would like to place an order >I need information about a product" by clicking on "Contact us" at the bottom of this page.

The legal warranty of conformity is valid for 2 years from the delivery of the order if the product was purchased on www.janod.com.

If the product was purchased from another retailer (online or at a physical point of sale), please contact that retailer directly.

The warranty for hidden defects is also valid for 2 years from the discovery of the defect.

We currently deliver in Metropolitan France (including Corsica), the Principality of Monaco, Belgium, Spain (Peninsula and Balearic Islands), Italy (excluding San Marino, Vaticano, Campione d'Italia and Livigno) and Germany (exluding Island of Helgoland and Territory of Büsingen).

We offer the following delivery methods:

For France:

• Colissimo Domicile without signature: Home delivery (no signature required) in 2 to 3 working days: €8.90
• DPD Predict Domicile: Home delivery (time slots) in 2 to 3 working days: €8.90
• Colissimo Drop-Off Points: Post Office drop-off, Pickup relay & Pickup Station lockers, in 2 to 3 working days: €6.90
• DPD Relais Pickup: Relay delivery, in 2 to 3 working days: €6.90

Delivery is free for any purchase over €40 incl. tax, regardless of the delivery method chosen.

For Belgium:

• Colissimo Domicile without signature : Home delivery (no signature required) in 2 to 3 working days: €12.9
• DPD Predict Domicile: Home delivery (time slots) in 2 to 3 working days: €12.90
• Colissimo Drop-Off Points: Post Office drop-off, Pickup relay & Pickup Station lockers, in 2 to 3 working days: €12.90

Delivery is free for any purchase over €40 incl. tax, regardless of the delivery method chosen.

For Spain:

• Colissimo Domicile with signature: Home delivery (no signature required) in 2 to 3 working days: €12.90
• DPD Predict Domicile: Home delivery (time slots) in 2 to 3 working days: €12.90
• Colissimo Drop-Off Points: Post Office drop-off, Pickup relay & Pickup Station lockers, in 2 to 3 working days: €12.90

Delivery is free for any purchase over €40 incl. tax, regardless of the delivery method chosen.

For Italy :

• Colissimo Domicile with signature: Home delivery (signature required) in 2 to 3 working days: €12.90
• DPD Predict Domicile: Home delivery (time slots) in 2 to 3 working days: €12.90

Delivery is free for any purchase over €40 incl. tax, regardless of the delivery method chosen.

For Germany :

• Colissimo Domicile with signature: Home delivery (signature required) in 2 to 3 working days: €12.90
• DPD Predict Domicile: Home delivery (time slots) in 2 to 3 working days: €12.90

Delivery is free for any purchase over €40 incl. tax, regardless of the delivery method chosen.

The delivery times mentioned above are indicative and exclude preparation, that is to say, once the package has been delivered to the carrier, excluding sales and Christmas periods and excluding exceptional events (strikes, bad weather, etc.).

Deliveries take place exclusively Monday to Friday (excluding bank holidays).

When your order is shipped, you will receive a confirmation email - complete with a parcel tracking number - which will let you check the status of your order via the carrier at any time.

You can use this information to track your package throughout its journey.

Order confirmation without a customer account is not available on our website.

To be able to confirm an order, you are asked to create a customer account, either beforehand or when checking out your basket.

You can track your order at any time from the “Order History” section of your customer account:

1. As soon as your payment is accepted, your order status changes to "Payment accepted".
2. Once your order has been sent to our logistician, your order status changes to "In preparation"
3. Once the order is delivered to the carrier, your order is marked as "Shipped" and you are provided with a tracking link for the package. You will also receive an email from the carrier containing this tracking number.

Please note that the order status will not be updated on the site once your order is delivered. Go directly to the carrier's website with your tracking number for more details.

Depending on the mode of transport you have chosen, the time it takes to make your package available varies. Ensure that you collect your package within the time limits stated by the selected carrier when ordering.

Once your order has been confirmed, you cannot cancel or modify it in your account.

On the other hand, you may, once the order has been received, withdraw it and inform us of your wish to return your order within 14 days (upon receipt of your order). You must then return the undamaged product(s) to us no later than 14 days after communicating this decision to us. You are then free to place a new order, should you wish.

To find out more, go to the “I want to return a product as part of my right of withdrawal” heading in the “Return & Quality” section of this FAQ.

Delivery addresses may not be modified once your order is being prepared. Therefore, please take extra care when entering the desired delivery address for your order.

Once your order has been confirmed and your payment accepted, the corresponding invoice is available for consultation or printing in the "Order History" section of your customer account.

Note that this invoice is not included in the package.

We accept payments by credit card (Carte Bleue, Visa or Mastercard), Bancontact and Apple Pay using the secure Payplug system, which ensures the security of the transaction according to the latest standards via Payplug's secure PCI DSS platform. Banque de France approved payment institution under CIB number 16778. PayPal payments are also accepted.

You can also place an order using a Janod e-gift card, if applicable.

Payment cheque and bank transfer are not available on our website.

When you enter your bank details, an automatic control on your payment is carried out by our banking interface.

As a security measure, an action may be required on your part in order to authenticate you and validate the transaction, including 3D Secure. This double security is mandatory and commonly used by online sales sites. Depending on your banking institution, a confirmation is then requested to validate your transaction and confirm your identity: it can be a password, a confidential code received by SMS, or voice, fingerprint or facial recognition from your mobile. Remember to check your latest SMS and your bank's mobile application to make sure that no action is necessary on your part or if you have any doubts as to whether or not your online payment has been taken.

If payment is declined, we recommend contacting your bank so that you are aware of any online transaction-related conditions.

• If a price is discounted on the site, it is applied directly to the basket without any additional action on your part.
• As part of a "basket discount" operation with code, simply enter the code in the "Promo code" field provided for this purpose on your basket’s summary page: the discount will then be automatically deducted from the total amount in your basket.
• As part of a "basket discount" operation without a code, the discount is applied directly to the basket without any additional action on your part.
• As part of a "Offre Canon” operation with code, simply enter the code in the "Promo Code" field provided for this purpose on your basket’s summary page: the discounted toy will be automatically added to your order and its amount will be deducted from the total amount in your basket. To take advantage of this type of offer, your order must reach the minimum purchase amount mentioned in the offer conditions or any other communications relating to this operation.
• You can also get personal discount codes. These codes are available in the "Discount vouchers" section of your customer account, along with their conditions of use (value, minimum order, additions, expiry date, etc.). To apply the discount, simply enter the code in the "Promo code" field provided for this purpose in your basket’s summary page: the discount will then be automatically deducted from the total amount in your basket.

If you purchased this product from one of our dealers, then we kindly ask you to contact this dealer directly who will be able to help you with this process. If you purchased this product in our janod.com eshop, we are sorry but we cannot offer product exchange on our site. However, you can return it to us by exercising your right of withdrawal within 14 days (see next section), then placing a new order.

If you purchased this product from one of our dealers, then we kindly ask you to contact this dealer directly who will be able to help you with this process. If you have received a product as a gift purchased by a third party in our janod.com eshop, the buyer, whose name is on the customer account attached to the order, can do this. If the product was purchased from our janod.com eshop, you have 14 days from the date of receipt to notify us of your wish to return - at your own expense - a product, should you find that it is unsuitable.

To proceed with the return, simply follow these steps:

1. Go to the "Order history" section of your account within 14 days of receiving the goods.
2. Click on "details" to access the order details.
3. Select the product(s) to be returned,
4. Select a return option.
5. Confirm your return by clicking on the "Return a product" button.

Two return options are available:

Return by Colissimo prepaid label

You will receive a prepaid return label directly by email, which will simply need to be affixed to your package before dropping it off at the post office, a partner merchant in the "La Poste" network or in your mailbox (go to the La Poste website to find out more).

This return method boasts the following advantages:

• Save time: The label is emailed directly to you once your request has been confirmed.
• Cost: You benefit from the preferential rates offered by Janod. You will only be charged €5 incl. tax (€8 for Spain and Belgium) for your label, regardless of the weight of the returned product (this €5 will be deducted from the product refund, once it is received).
• Convenience: You don’t need to insert a return form in your package as all the return information is provided on the label.

Use your own return method
You can also choose to return the product(s) in question on your own behalf via the carrier of your choice, and by paying the fees directly. Should you opt for this return method, we ask you to slip the return form inside the package - available from the "Product returns" section of your account once your return request has been made (otherwise your return cannot be correctly identified upon receipt, which may, in turn, prolong the processing and refund time).

Please note, you must request a return within the 14-day period (upon receipt of your package), then send the item(s) back without delay (once 14 days have elapsed, the legal period will have expired).

The payment will only be refunded to the credit card used during the payment phase, once the returned products have been received and checked by our warehouse.

Janod will refund all sums paid during the order, namely:

• The price of the returned product(s)
• Any shipping costs, unless you exercise your right of withdrawal on part of the order only, and in which case the delivery costs will not be refunded to you, as these are fixed.

A deduction of €5 if you live in France or €8 if you live in Belgium or Spain will be applied if you have opted for the "Colissimo prepaid return label" option.

Products returned incomplete or damaged (including their boxes/packaging) cannot be refunded. You will be held responsible for any damage that occurs during the return shipment. Returned products must therefore be carefully protected and packaged (in the original box or another suitable box) before being returned.

Please note: the procedure for defective products is different and an “After-Sales Service” contact form must be completed before any further action is taken (please see the section below).

• If you have purchased this product from one of our dealers, we ask you to contact the dealer directly. Our dealer assumes the legal guarantees towards his customers. He will help you with the necessary steps.

• Should a product be defective or a quality issue is detected, stemming from an online purchase, we encourage you to contact us via the "After-Sales Service" form; you will then be put in touch with an adviser who will guide you through the process.

We may request various details in order to better identify the problem and provide an adequate solution in the quickest time possible.

Therefore, we kindly ask you to fill out the form with the utmost care in order to help us punctually provide you with a solution.

• If you have received a product as a gift purchased by a third party in our janod.com eshop, the buyer, whose name is on the customer account attached to the order, can do this.

We offer the sale of the most popular spare parts directly on the website: here.

If you cannot find the part you are looking for, you can contact us via our contact form "Spare parts purchase".

There may be several reasons you can’t log in:

• Your email address is incorrect. Make sure that you enter the email address you provided when creating your account and check that the spelling is correct (paying particular attention to uppercase and lowercase letters, full stops, etc.).
• Your password is incorrect. If you have forgotten your password and want to reset it, click on "Forgot your password" below the login form. A password reset email will then be sent to you with a link redirecting you to a page from which you can change your password.
• You do not have an account. You may not have successfully registered your account on our site. Try to create your account again and make sure you receive the registration confirmation email.

If you are still struggling to log in after checking these points, you can contact us via our "Report a technical problem on the site" form.

You can change your personal information at any time in the "Personal Information" section of your account.

Under this heading, you can edit:

• your contact details,
• your e-mail,
• your password,
• your newsletter subscription preferences.

If you wish to exercise your rights of access, rectification, opposition or deletion, you can write to Janod's Data Protection Officer by filling in the "Personal Data" form or by directly emailing dpo(@)juratoys.com.

To learn more about the use of your personal data, please see our Privacy Policy.