Frequently asked questions

Before ordering

Is it safe to shop at Join Banana?

YES! Super safe, shopping on our online store is 100% secure.

It is protected and managed 100% by Shopify Payments, one of the largest online payment platforms in the world. Your banking data is protected and encrypted by the most advanced technology. Therefore, it is much safer to send your data to the banks' Secure Server than to pay at a gas station, restaurant, etc. Your banking data will be transmitted to our server in encrypted form through the SSL protocol (Secure Socket Layer) and will be transmitted in a completely secure environment to our bank. We do not record these data at any time. We do not store any credit card data.

What is Join Banana's promise to the buyer?

At Join Banana, we strive to offer an easy, fast, secure, and best-priced shopping experience for brand new products. Our promise to the buyer includes all possible guarantees to ensure a ten-star shopping experience.

What payment methods are available?

We accept Visa, Mastercard, Amex, Shopify Pay, Apple Pay, Google Pay, and PayPal.
Orders from our online store are processed through Shopify Payments. Shopify Payments is one of the most widely used payment solutions, accepting Apple Pay, Google Pay, all major credit cards, and over 24 currencies. Shopify Payments protects your payment information and is PCI compliant, meaning it is extremely secure.

What is the delivery time?
The usual delivery time is 24h/48h on weekdays and a maximum of 5 days on weekends.

Placing the order

Do I have information to decide the price?

Sure, there are countless websites where you can compare prices. However, Join Banana stands out for being the first site in the world where you decide the price of the product. You have full control. If you're not sure how much to pay, the product page offers a reference price to assist you.

What price should I add to the product?

Choose the maximum price you would be willing to pay. This increases your chances of getting the best price.

What is the indicative price of Join Banana?

It is a price suggestion provided by Join Banana for the product at that time.

How can I know if an item is in stock?

All items we offer are in stock.

How can I modify the price of a product?

1. Go to the product page.
2. Click on the price field. (It is located just above the add to cart button. If you can't see the price field, refresh the page.)
3. Enter the new unit price you want to set.

How long will it take to get a response?

We will inform you within 24 hours about the availability of the product at the indicated price. If possible, we will proceed with the shipment and charge for the product. Otherwise, we will suggest a new price. You can cancel the purchase at no cost from your profile on Join Banana at any time.

Shipping and Deliveries

Will I receive information about my order after it is shipped?

YES! Once your order has been shipped, you will receive an email with tracking information and a link to track the location of your package at all times. You can also find detailed information and the tracking link in the 'Orders' section of 'My Account'."

How will my package be shipped? Through which shipping company?

When placing an order, we will manage it with the fastest and most secure courier service. The current transport companies for orders are GLS, Nacex, TIPSA, MRW, SEUR, DHL, Correos Express, Correos, and UPS.

How can I check my invoices?
After confirming the shipment of your order, we will automatically send the invoice to your email. Also, you have access to all your invoice history from your customer area.
Why haven't I received the confirmation email?

Check your junk or spam folder, your confirmation email may be there. If you can't find it, you can write to us at and we will locate it. If necessary, we would change the purchase email and resend it.

If you want to make sure you receive our emails in the future, add us to your desired mailing list and make sure the email you used for your purchase is correct.

Can I modify my order?

If you have made a mistake when placing your order and entered incorrect information, send us an email to with the changes you wish to make and we will get to work.

Attention! We need you to provide the buyer's order number, email, and full name.

Can I cancel my order?

If your order has not been confirmed, you can cancel it at any time at no cost from your customer profile. In that case, we will cancel the shipment and will not proceed with the product charge.

If your order has already been shipped, you will need to receive it and then start the return process from your customer area.

Standard home delivery

Shipping is FREE. Usual delivery time 24h/48h. Maximum delivery time 5 days.

In specific cases, delays may occur. If you have any questions or issues with your order, please contact our customer service at with your name and order number.

I did not receive my order, what happened?

If you need assistance, feel free to contact

Our logistics operator will contact you in case of a failed delivery to ensure you receive it as soon as possible. If you prefer, you can contact the transportation services handling your order by calling or through their website to arrange a new delivery.

What happens if I am not at home when my package is scheduled for delivery?
If you are not at home when the package arrives, the delivery person will either deliver the package to the person you have authorized for delivery or leave it in a safe place. If the delivery person is unable to make the delivery, they will leave a notice for you to contact the courier office and arrange another delivery time directly with them. The delivery person will make 2 delivery attempts. If no one can receive the package at the provided address, the package will be returned to our facilities and once we receive it, the respective refund will be processed.

If you have not received any notice, please contact us at

Returns and refunds

What is our return policy?

Join Banana Return Policy (14-day period) - Spain

  1. Return Period: Return your order within a maximum of 14 days after receiving the package.
  2. Item Condition: We only accept returns of unused items, except for defects. For color or size exchanges, place a new order in our store.
  3. Return Exceptions: We do not accept returns of unsealed products for hygienic or health reasons, perishable items, unsealed sound/video/software recordings, personalized goods, or electronics without active unlocking.
  4. Return Packaging: Return items in their original packaging and protected to prevent damage during transport.
  5. Item Condition: Items returned in poor condition may be resent to the customer.
  6. Return Process: Initiate the process in the "My Account" section, select the order and reason, and print the return label.
  7. Package Shipment: Use the return label on the package and send it to the indicated address.
  8. Refund: The refund will be made through the original payment method after processing the return, which may take up to 10 days.
  9. New Order: To get the same product in a different size or a different product, place a new order. Shipping costs apply.

Return Cost - Spain

  • Voluntary Return: Shipping costs are at your expense. Use Mondial Relay/Inpost for returns from Spain (except Canary Islands, Ceuta, and Melilla) with a cost starting from 4.99€. The price varies according to the weight of the items.
  • Damaged/Incorrect Product: Return costs are covered by us if the product is damaged, defective, or incorrect.
  • Other Options: For other EU countries, you can use GLS or specific services mentioned for each country. Outside the EU, DHL is suggested for efficient shipping.
  • Return Label: Print the return label from "My Account" on our website.
How can I change my order/get a refund?

You can make your return or exchange request through My Account in My Orders, in your Customer area on the Join Banana website. Items must be in the same condition as they were received.

If you are unable to do so or it is not possible, you can write to us at and we will be happy to assist you. If necessary, we will process the return.

How can I know that you have received my return?

The time elapsed from the shipment of your package until it arrives at our warehouse depends on the courier service you select for your return. Rest assured, we will inform you directly via email once your refund has been processed.

What should I do if I have received the wrong item?

We do our best to ensure that you receive the items you have ordered. However, if you receive an item that is not what you ordered, please contact us at

What happens if the item I receive is damaged or defective?

We work very hard to ensure that our products arrive in perfect condition and without defects. But even for us, it's difficult to have everything under control.

However, if you have any concerns about a defective or damaged item, please contact us at

Our goal is for you to be 100% satisfied with your purchase.

I have lost the box/packaging of the product and I want to return an item. What can I do?
Please return the products in their original packaging/box. All returns must be sent with all the documentation and accessories it included such as labels, instruction book, CD, etc. Please do not tape or put stickers on the original box of the products.
For example, in the case of sneakers, they must be sent inside the original brand box, and include all labels, accessories, and documents inside. This original box must be protected with external packaging or box to prevent damage during transportation.

If for any reason you do not have the original box and want to return the item, please contact us before sending the package.
Additional information

All items we sell are guaranteed against manufacturing defects. Please contact us at if you believe your purchase is defective by attaching images. Defective products may be subject to inspection before a refund or exchange. This may involve returning the product to our Returns Center for inspection.

For any issues or questions about our exchange and return policy, you can contact us at

Our goal is for you to be 100% satisfied with your purchase.


Contact us if you have any questions or suggestions.

Logo de Join Banana

© 2024 Join Banana, Powered by Shopify

  • Apple Pay
  • Google Pay
  • Maestro
  • Mastercard
  • PayPal
  • Shop Pay
  • Union Pay
  • Visa


Forgot your password?

Don't have an account yet?
Create account