FAQs

Do I need to register to place an order?

No, you can check out without registration using our guest checkout, however
creating an account has many long term benefits. As a registered customer you
can manage your orders more easily – it is especially useful when it comes to
exchanges and returns. We also share exclusive information and discounts with
our registered customers, so you will be the first one to know! Please see our
Privacy Policy to check what information is collected and how it is being used,
when you register with us.

Where is my order & how do I track it?

We aim to dispatch our online orders within one business day (Monday –
Friday). For example, if you place your order on Friday evening, we will dispatch
your parcel the following Monday. Once your order has been dispatched, you
will receive an email confirmation with the tracking number and link to track
your order with our courier services – ELTA courier for Greece and Hellenic Post
for deliveries abroad. You can also check the status of your order using your
tracking number to track it on the ELTA courier website or Hellenic Post website.
If you have not received an email confirmation from us, please check your
Spam mailbox, as automated emails sometimes end up there.

I have received the wrong item. What shall I do?

If you have received an incorrect item, please contact our Customer Service team by sending us a message using this form here. JP JOHNPAN is committed to address and resolve such issues promptly and eliminate any inconvenience caused.

I have received a faulty item. What shall I do?

At JP JOHNPAN we take product quality extremely seriously – that is why every item undergoes a rigorous process of quality control and we do our best to ensure that we deliver your order in perfect condition. However, if the item you received is not in mint condition, please contact our Customer Service team, who will be happy to assist you on this matter. Please be advised, that manufacturing defects discovered upon delivery of the goods have to be reported to JP JOHNPAN within 14 days in order to proceed with an exchange or refund.

Can I return an item?

If you are not happy with the items you received, you have 14 days to return them under our standard returns policy.

How do I return an item?

To return an item, please contact our Customer Service to request a return, quoting your order number. We will create a request for you and you will be emailed all the instructions, together with the return labels. We kindly ask you to return the glasses in the original condition including packaging. It is essential you request to return your items before you send them to us. JP JOHNPAN will not be liable for any items returned without following the outlined procedure. If you are facing any issues or require assistance, please contact us by email at jp@jpjohnpan.com or by phone.

I want to purchase a style that is no longer on your website

We have access to archive styles from older seasons and designer collaborations. Please contact our Customer Service team who will be able to source the items for you at jp@jpjohnpan.com.

If you have another question

we are always happy to assist you!

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