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Terms & conditions

We’re Pachia (a part of Joca Online ApS, company number DK 36701757), a company registered in Denmark. Our HQ is here: Joca Online ApS, Lyngbyvej 421, 2820 Gentofte, Denmark.

When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with Customer serviec – we always love to hear from you!

We keep these terms and help pages updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

Placing an order

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.

Delivery

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address. The normal delivery time is estimated to be 2-4 weekdays depending on where in EU you live. 

We will do our best to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress. 

Check out our delivery and returns page for more info, or get in touch with Customer service if you have any issues or questions.

Returns and refunds

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around Fair Use. We got 30-Day money-back guarantee. 

If you return an item requesting a refund within 30 days of the item being delivered to you or available for collection, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

What happens to my return if I ordered using Klarna?

If you’ve placed an order with Pay Later with Klarna or Pay Later, you’ll be paying for your order in regular instalments or within 30 days of it being placed. If you return an item within 30 days of it being delivered to you or available for collection, we’ll give you a full refund.

Proof of postage

We strongly recommend you get proof of postage and follow our returns process. Our returns address is:

Joca Online ApS
Lyngbyvej 421, kld.
2820 Gentofte
Denmark

Original condition

All returned items should be sent back to us in their original condition together with the original packaging and all Pachia and brand tags.

If an item is returned to us used, damaged or in an unsaleable condition, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

None of this affects your statutory rights.

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