Frequently Asked Questions (FAQ) | The Joker House

Here are the most frequent questions about your purchase at The Joker House. If you can't find what you need, write to us from the contact page.

Shipping and delivery times

Where do you ship and how much does it cost?

Shipping costs are calculated automatically at checkout based on the destination and the size and weight of the order. We work with several carriers and pick the best option for each case. The order totals from which shipping becomes free are shown at the top of the site.

Estimated delivery times: Mainland Spain 24–72 business hours · Balearic Islands 3–7 business days · Mainland Portugal 2–5 business days · Rest of the EU and additional European countries 3–5 business days.

Delivery times are indicative and may vary due to customs processing or circumstances beyond The Joker House.

Which destinations do you ship to?

We ship to mainland Spain, the Balearic Islands, Portugal and the rest of the European Union, plus some additional European countries. See the rates and times in the table above.

When is my order shipped?

We prepare orders on business days. Once shipped, delivery time depends on the destination according to the table above.

Returns and exchanges

How long do I have to return an item?

You have 14 calendar days from receipt of the order to return the product, with no need to justify the decision.

What condition must the product be in?

The product must be in its original packaging and unused. Also check our Returns Policy for full details.

Payment and security

Is it safe to pay on the website?

Yes. Payment is 100% secure: we use an SSL certificate and 3D Secure authentication for card transactions.

What payment methods do you accept?

On the checkout payment screen you will see all the methods available for your order.

My account and my orders

Do I need an account to buy?

Having an account lets you save your addresses, check the status and history of your orders, create your wishlist and earn Joker Points, which you can redeem for money off your next orders.

Where can I see my order status?

In your account, under "My orders", you can see the status and details of each order.

How do favourites work?

Click the heart on any product to save it to your wishlist (you need to be logged in). You can view it from the favourites icon in the header or from your account.

Customer service

How do I contact you and how long do you take to reply?

Write to us from the contact page. We usually reply within 24/48 business hours.

What are your support hours?

Customer service from Monday to Friday, 09:00 to 14:00 (CET).