FAQ

FAQ

1. Ordering Items

  • Can I also order over the telephone, by fax or post?

    You can also place an order with us over the telephone, by fax or post.

    Our customer service department would be pleased to assist you if you have any questions about placing an order online, making a complaint or returning an item.

    You can also purchase items from a GOJO dealer. Click here to find distribution partners.

  • Do I need a customer account for the order?

    No, you don’t need a customer account. You can also submit the order as a guest.

  • What happens when an order has been submitted?

    When your order has been placed we will automatically confirm the receipt of the order by e-mail. This e-mail will contain all the details of your order. As a registered customer you can see the processing status of your order at any time under “My orders”.

    As soon as your order has been dispatched you will be notified by e-mail with a link to the delivery tracker and the invoice as a PDF file.

    A hardcopy of the invoice will also be enclosed with the parcel.

  • Can I cancel or alter my order (e.g. delivery address)?

    As long as your order has not been dispatched, it can either be completely cancelled by our customer service department or the delivery/billing address can be changed. It is unfortunately not possibly e to add more items to your order, to remove individual items or to change the size/ width of individual items.

    It is unfortunately not possible to predict when your order will be dispatched. The GOJO customer service department will be able to give you the relevant information. You will find the telephone number in our contact area (to the contact area).

    If your order has already been dispatched, you can return it to us upon receipt free of charge.

2. Dispatch and Delivery Information

  • Which countries do you deliver to?

    When you visit www.gojo-shop.com we will automatically forward you to the countries website that suits your requirements. It is only possible to deliver to a delivery address in the country that is currently selected. If necessary, you can of course also change the country yourself.

  • What does the delivery cost?

    The charge for postage and packing for standard delivery in Germany is €75.0 per order for orders up to €75. Postage and packing is free of charge for orders over €75 delivered in Germany.

    Please refer to the respective table of delivery charges [LINK] for delivery charges for express orders.

  • How long does the delivery take?

    We usually deliver within 1 to 3 workdays.

  • How do I find the delivery status (delivery tracking)?

    As soon as your order has been passed to the logistics partner, you will receive the tracking number with the delivery confirmation (by e-mail). You can use this to check the status of your delivery on the delivery tacking portal.

  • Is it possible to deliver to a parcel shop?

    Of course you can also have your order delivered to a parcel shop. Tick “Delivery address is a parcel shop” below the billing address – this will display the additional mandatory input fields.

    If you not know the details of your parcel shop, you can find them via this ink standorte.dhl.de/packstationen_paketboxen. You will also need your dispatch number (DHL customer number) and the postcode of your parcel shop.

  • Is there an express delivery?

    We offer express delivery in Germany. Please refer to the respective table of delivery charges [LINK] for express orders.

3. Returning Items

  • Can I return items free of charge?

    Yes, you can return items free of charge. You will receive a pre-paid returns form with each delivery, which you can use to return the items.

  • How long do I have to return the items?

    At the GOJO-Shop.com you have 14 days from receipt of your order to return the items to us. You will find further information about the right to cancel orders at GOJO-Shop.com in our General Terms and Conditions (GTC).

  • What is the process for returning the items? What do I have to do?

    If for any reason you are not happy with your order, you can return unworn/unused items within 14 days. Please proceed as follows:

    1. Complete the enclosed returns form. Please state a reason for returning each item that you do not wish to keep. This will enable us to continually improve our service and our range of products.
    2. Place the item and the document in the parcel and seal it.
    3. Attach the enclosed returns form to the parcel and drop it off at a DHL station. If you use the label provided, you may return the items free of charge.
  • Can I return items that I have purchased in the online shop to a high street retailer and vice versa?

    Please note that you cannot complain about, return or exchange your purchases from the online shop to a high street retailer (GOJO authorised dealer, third-party dealer).

    Neither can complaints about purchases from a high street retailer be made in the online shop or returned to the online shop.

  • How long does a refund normally take?

    The refund of the amount will be arranged as soon as we have received the items you have returned.

    • According to past experience, a refund to a bank account takes up to five workdays.
    • If payment was made via PayPal a refund takes up to two workdays.
    • A refund to a credit card can take up to ten workdays. Please note that you will not be able to see the refund on the credit card until you receive your next credit card statement, although the refund has already been made. We have no influence on the issue date your credit card statement.

4. Product Availability

  • My favourite product is not available.

    If a model or a specific size is no longer available on our website, we have stopped stocking it. We only offer some GOJO-Shop.com products for a limited period.

    Unfortunately our customer service department has no knowledge of our stocks and production, and is therefore unable to provide any information on whether the product will be available again.

    In this case we would ask you to visit us again in the coming weeks – your model may then be available again. Alternatively, pop into a local shop - you will find one near you with our distribution partner finder: to the distribution partner finder

5. Vouchers and Promotion Codes

  • Where can I buy vouchers?

    It is unfortunately not possible to buy vouchers for our GOJO online shop at present.

  • Where do I redeem promotion codes?

    If you have a promotion code, you can redeem them directly in the shopping basket. You will find a text box below the images of the items you have ordered.

    You can enter your code in this text box. Please click on “Apply” and the discount will be deducted immediately.

    Please note that some promotion codes are only valid under certain conditions (e.g. minimum order value) and it may not be possible to combine them with other promotions.

    Please contact us if your code does not work or you receive an error message. You will find the telephone number of GOJO customer services in our contact area (to the contact area).

6. Exchange, Complaint and Repair

  • Can I exchange an item for another item?

    We are unable to exchange an item for another for technical reasons.

    If you have ordered the wrong size or prefer dispenser in another colour, simply order the item you require again. In this case, return the delivered item to us in the enclosed returns label free of charge.

  • I have received a faulty product – how do I proceed in this case?

    We conduct intensive quality controls according to the highest standards. If you have nevertheless received a faulty item, you can naturally return it to us free of charge. Simply use the existing returns process [LINK above].

  • GOJO Shop Assembly and Repair Service

    You can contact the GOJO Shop Assembly and Repair Service on the following telephone number: Repair/ Service: +49 (0) 6074 9196658

7. Payment

  • What methods of payment may be used?

    In our GOJO online shop you can pay with a wide range of secure payment methods:

    • Credit card (Visa + MasterCard)
    • PayPal
    • Amazon payments
    • Immediate transfer
    • Cash on delivery
    • Invoice
  • Payment on account – when must I transfer the amount by and where to?

    If you have selected the “Invoice” method of payment, you will receive this as a PDF file (together with the delivery confirmation) and as hardcopy with the parcel.

    Payment is due within thirty ( 30 ) ays from the billing date.

    Please refer to our GTCs for any further details about your payment on account.

  • Why am I not being offered the option of paying on account?

    Payment on account is occasionally not possible. This may be for the following reasons:

    • The billing and delivery address are not identical.
    • The value of the items in an individual order exceeds €1,000.
    • The value of the items in the current order and outstanding invoiced amounts total over €1,500.

    We are also willing to change the method of payment in this case to cash on delivery. This then enables us to continue processing and to deliver this order.

8. Customer Account, Password and Newsletter

  • Advantages of registration

    If you register with the GOJO online shop, you will have numerous benefits which will make your visit to the online shop even quicker and more convenient.

    We will offer you the following services once you have successfully registered:

    • Overview of your orders and their status
    • Saving billing and delivery address(es) and convenient retrieval of these addresses for your order
    • Selection of preferred method of payment
    • Special offers exclusively for registered customers
  • How do I register?

    You can create a customer account at any time free of charge in the following manner:

    • After placing an order
    • Via the registration form at www.PURELL-Shop.com/de/registrieren

    The form that appears will require you to enter your name, e-mail address and your chosen password. After confirmation of the registration you will receive an e-mail from us.

  • What can I do if I have forgotten my password?

    Open the registration area (https://www.gojo-shop.com/de/login) and click on “Password forgotten”. Then enter your e-mail address. A new link will then be sent to your e-mail-address to enable you to reset your password.

  • How do I deregister from the Newsletter?

    If you no longer wish to receive our Newsletter, you can cancel it at any time free of charge:

    Via your customer account (as a registered customer)

    • Log into your customer account and open the Newsletter settings.
    • Deregister from the Newsletter.

    Via the Newsletter

    • You will find a link at the end of every Newsletter to enable you to cancel the Newsletter.

    Due to technical reasons it can take up to 48 hours for the cancellation to take effect. You may possibly receive another Newsletter in this period.