Frequently Asked Questions (general)

What is Javena?

Javena is an online store group specializing in (online) retail.
Some of our specializations are:

Would you like to know more about Javena, such as how and when we were founded? Please visit our “About us” page.

How can I contact you?

You can contact us in several ways: by email, phone or WhatsApp. You’ll find all our contact details on our contact page.
Tip: The contact options are also listed at the bottom of each page in the footer of our website.
We’re usually available on weekdays from 09:00 to 17:00. If you message us outside these hours, we’ll often still respond quickly.

Where are you located?

Our company is located in Fijnaart (North Brabant, the Netherlands). The full address is available on our contact page.
Note: We don’t (yet) have a physical store. Visiting is only possible by appointment.

Do you have a customer service team?

Yes, absolutely! We think it’s important that you are well helped. On our customer service page, you’ll find information about orders, warranties, returns and more. You can also ask questions or report a complaint there.

Where can I find your terms and conditions?

Our general terms and conditions are available on the Terms & Conditions page. You can also download them as a PDF.

Do you have a privacy policy?

Yes, we treat your data with care. Our privacy policy explains exactly how we do that. The statement complies with the GDPR (General Data Protection Regulation).

How do I sign up for the newsletter?

Want to be the first to know about promotions, discounts, new blogs and tips? Sign up for our newsletter here.

Do you have a blog page?

Yes! On our blog page, you’ll find inspiring articles, handy tips, and news about our products and services.

What are the ‘Friends of Javena’?

‘Friends of Javena’ are our loyal customers, partners and anyone who supports us. As a friend, you enjoy extra benefits such as standard discounts, exclusive deals and a mention on our website. Learn more on the Friends of Javena page.

How do I place an order in your webshop?

It’s very easy:

Add your product(s) to your cart.
Go to checkout.
Fill in your details.
Choose a payment method.
Confirm your order.

You’ll receive an order confirmation by email immediately.

What are the payment options?

You can pay securely with:

iDEAL
Bank transfer in advance
Payment upon collection (cash also accepted)
Bancontact
Belfius
Credit card (Visa/Mastercard)
iDEAL in3
KBC/CBC
PayPal
Apple Pay
Klarna
Klarna Pay Later
Klarna Pay in 3 parts
Klarna Pay Now

All payments are made over a secure connection.

What are the shipping costs?

Shipping costs are automatically calculated at checkout. Orders from €149 are shipped for free within the Netherlands. Different rates apply to Belgium and other countries. See our shipping information for details.

How fast will my order be delivered?

Orders placed on weekdays before 14:00 are usually shipped the same day. Generally, you’ll receive your order within 1–2 business days (within the Netherlands).
If a product cannot be delivered quickly, and this isn’t mentioned with the item, we’ll contact you to discuss options. If you’re in a hurry, we’ll look for an alternative, always in consultation with you.

Can I track my order?

Yes, once your order has been shipped, you’ll receive a confirmation email with a track & trace link.

Can I return my order?

Yes, you can return your order within 30 days. Conditions and instructions can be found on our returns page.

How quickly will I be refunded after a return?

Once we’ve received and approved your return, we will refund you within 14 business days using the same payment method.

What if my product arrives damaged?

That’s unfortunate! Please contact us as soon as possible, preferably with a Photo, and we’ll resolve it properly.

Can I place an order without creating an account?

Yes, no account is needed to place an order. If you do create one, you’ll benefit from a faster checkout and access to your order history.

Can I change or cancel my order?

If your order hasn’t been shipped yet, we can usually still change or cancel it. Contact us as soon as possible. If it has already shipped, you can return it after receipt.

Do you deliver outside the Netherlands?

Yes, we ship to other countries like Belgium, Germany, France, Spain, Italy, Luxembourg, Poland, Sweden, the UK and the USA.
Visit our delivery page for shipping costs and times per country. Want delivery to a country not listed? Contact us, and we’ll work out a solution together.

My country isn’t listed in the standard delivery options, what now?

No problem! Contact us, and we’ll arrange a suitable delivery option for you.

Can I pick up a product myself?

Yes! You can collect your order by appointment. Payment can be made via bank transfer or cash.
Contact us to arrange a pickup time.

What if I forgot my password?

Click on ‘Forgot password?’ when logging in and follow the instructions. You’ll receive an email to reset your password.

Do you offer business solutions?

Yes, we work with businesses and offer customised options and discounts. Contact us to discuss possibilities.

How can I stay up to date with promotions?

How do I know if a product is in stock?

The product page always indicates whether an item is in stock. If it says “In stock”, we can deliver quickly*.
*With the exception of inventory differences. We always aim for fast delivery and a suitable solution.

What happens if a product is out of stock?

If a product is temporarily unavailable, contact us for more information about the delivery time.

Are your products sustainable or eco-friendly?

We strive to work as sustainably as possible, in our product selection, packaging and shipping.

Do you offer gift cards?

Yes, we offer digital gift cards in various amounts. Great to give! See our gift card page for more information.

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