FAQ

Delivery to a Packstation is possible with us. For your delivery address, please enter your postal number under Company ((optional), the Packstation under Street and the Packstation number under House number.

Example:

- Name: Max Mustermann

- Company: 86906578

- Street: packing station

- House number: 116

- ZIP code: 22031

- Location: Hamburg

Unfortunately, we only have our office without retail space and warehouse in Hamburg. It is therefore not possible to pick up your order from us on site. Alternatively, you have the option of buying our products from our partners in Hamburg. You can find Johnny Urban in the following stores:

Grocery store, Osterstrasse 169, 20255 Hamburg

Phenomenon, Ottenser Hauptstrasse 43, 22765 Hamburg

Leder Israel, Schulweg 34, 20259 Hamburg

Inlove, Schanzenstrasse 79, 20357 Hamburg

Vunderland, Marktstrasse 137, 20357 Hamburg

Hej Hamborg, Eppendorfer Landstrasse 111, 20251 Hamburg

All My Friends, Schanzenstrasse 34, 20357 Hamburg

As you like it, Juliusstraße 16, 22769 Hamburg

Sons & Daughters, Hohenesch 43, 22765 Hamburg

Hi Frida, Caspar-Voght-Strasse 94, 20535 Hamburg

Small children's department store, Hegestrasse 11a, 20251 Hamburg

Roseblatt und Fabeltiere, Clemens-Schultz-Straße 43, 20359 Hamburg (only sells our junior backpacks)

We are very sorry if you received a faulty item from us. In order to be able to check your complaint quickly, we ask that you do not send the item back yet. First send us a photo and a short description of the defect to support@johnny-urban.de. Please also add your order number, which you can find on the delivery note or in the order confirmation, so that we can assign your complaint. Our customer service will help you with the next steps.

The following payment methods are available in our online shop:

- Credit card

- PayPal

- Invoice with Klarna

- Instant bank transfer by Klarna

- eps transfer

- Google Pay

- Apple Pay

Further information on the respective payment options can be found under Shipping & Payment.

Our orders are shipped with DHL GoGreen. As soon as your package has been shipped, you will receive the tracking number from us by email so that you can track your delivery.

Within Germany, shipping is free for orders over 39,- €.

The shipping costs for orders under the value of 39,- € are 3,90 € within Germany.

For orders outside Germany (EU only), shipping is free for orders over 59,- €.

Shipping costs for orders under the value of €59 outside Germany are €6.90.

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You can return your order to us within 30 days.

GERMANY
For orders from Germany with an order value of 39€ or more, we provide a free return label. You can apply for it here: Returns portal

If your order is less than €39, we ask you to return the item at your own expense. You can find all further information here .

EU ABROAD
For returns outside Germany (regardless of the order value) we charge a return fee of €5.90. You can apply for it here: Returns portal

As soon as the return itself has arrived safely, we will refund your money within 14 days.

If your item is not the size or color you want, or is different than you imagined, you can make use of your 30-day cancellation period and return your order to us.

Unfortunately, an exchange for another product is not possible. For this we ask you to place a new order.

Our backpacks are developed in Germany and manufactured in southeast China. We have personally inspected and selected the factories on site and visit them again and again. We are convinced that these are manufacturers with professional working conditions. All manufacturers have contractually committed to us to comply with labor law requirements. In addition, all manufacturers are checked and evaluated every year by the independent BSCI, among others.

You can find more information about the production here .

Our products are very easy to clean with a sponge and washing-up liquid.

If that is not enough, our products can also be machine washed inside out on a gentle cycle. However, we cannot guarantee this, since e.g. B. upholstery, paint, impregnation, etc. could suffer from it. Please note that the different products can behave differently and that products with a high proportion of artificial leather are excluded.

You can find more information on the care instructions page and washing instructions on our Instagram account in the highlight stories.

Yes, our Johnny Urban guarantee. This is valid for a full two years from the date of purchase.

If something breaks, just send us a photo of it. That's usually enough for us. Then we will take care of your replacement for you in an uncomplicated manner.

Please contact us via email at support@johnny-urban.de.

If your beloved product shows a defect after a period of 6 months, please contact us via email at support@johnny-urban.de.

We will be happy to check the possibility of a repair for you and will inform you of the further steps by e-mail.