Customer information

PayPal
If you choose PayPal as your method of payment for your order, you will be taken directly to the PayPal website. There you can quickly and securly pay for your order with your email address and your password. Your PayPal account will be charged directly with the amount of your shopping basket and you will receive a confirmation of your receipt of payment via mail. PayPal is the market leader for online payments. When paying via PayPal, your bank and credit card data are securely stored at PayPal and will not be transferred to third parties. Your data will additionally be secured through TLS encryption (successor to SSL). Your will receive a confirmation email for each transaction and will be able to view all your account activities at any time. 

Amazon Pay
With payments via Amazon pay you can use your amazon account information about your payment and shipping methods to quickly and securely shop online. This is an easy and comfortable way to order without having to enter your payment or shipping information with each order. Please note that payments via Amazon Pay can take up to an hour before you will receive our order confirmation. Before Amazon Pay confirms your order it must be security cleaned.

Credit card
We accept the popular credit cards Mastercard and Visa. Your credit card will not be charged until we ship your order.

Invoice Riverty
The invoice amount is due 14 days upon receipt of the invoice and the goods by bank transfer to our bank account. We reserve the right to allow payment by invoice only after we verify your credit rating. Riverty Data protection

If the payment with a credit card is not possible this can have several reasons. For example, an input error, the card expiration date, an incorrect SecureCode, etc. Alternatively, we offer the following payment methods: PayPal, Amazon Pay

In order to pay for your JAKO order via credit card you will need to enter the SecureCode. You need to apply for this code at your credit card company. If you do not have the SecureCode, please select another method of payment. We also offer PayPal and Amazon Pay.

If you have selected PayPal as your method of payment you will receive an email with the confirmation receipt of payment  after we have confirmed your payment. With the other payment options, we will not send a receipt of payment since the payment will be deducted directly.

PayPal: The amount is charged directly. 
Credit card: charged right away, but might not show until next statement
Amazon Pay: Charged 1-2 days after shipping confirmation. 

An instalment payment is not possible at JAKO.

We deliver within Germany, Austria, Netherlands, Belgium, France and Luxembourg.

Within Germany, we deliver free of shipping costs from a shopping basket value of 50 euros. To Austria there are shipping costs. The current shipping methods and delivery countries are under Shipping & Returns

Shipping within Germany is with DPD Predict or DHL. Shipping to Austria, France, Belgium, the Netherlands and Luxembourg is with DPD.

If your order is placed with us on a working day (Mon-Fri) before noon, we will ship it with DPD on the same day. The delivery is within 1-3 working days. Deliveries to Austria will ship right after receiving the payment receipt within 3-5 working days. 

If we receive your order after noon, your order will be sent the next working day. 

Note: If you are getting a fan article or fan jersey customized, it will take up to 5 days for your order to be shipped. 

Yes, you can use DPD shipment tracking to see where your package currently is. As soon as we hand over your parcel to the parcel service, you will receive your DPD shipment number and a link for shipment tracking by e-mail. This allows you to track the delivery status of your shipment online at any time and keep track of the current status of delivery.
You can also find the DPD shipment number with the corresponding link for shipment tracking in your personal customer area "My Account" under the link "My Orders".

If you are unable to find your parcel via tracking, you should try again in the evening after receiving our shipping confirmation at 8pm. It is possible that the shipment number has not yet been processed in the DPD system and therefore cannot be found because our e-mail may be sent to you before DPD has booked your parcel.

If the package has still not arrived after several days and has not been delivered to your neighbours, please contact our Customer Service Department. We will then check the whereabouts of the package for you. We will then also inform you whether it makes sense to order the desired item again. Write an e-mail to  kundenservice@jako.de for this.

No, you cannot pick it up yourself.

By requesting your telephone number, we would like to be able to inform you as quickly as possible of any queries you may have about an order.

Of course. Within Germany and Austria you can specify a different delivery address. In Germany even DPD packing stations are possible.

A change of the delivery address can only be changed subsequently if it has not yet been processed. It is best to contact our customer service staff by phone. You can reach our customer service by phone at +49 7938 9063-222 (Monday - Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or by e-mail at kundenservice@jako.de

If the parcel has arrived damaged and even articles are missing, which are indicated on the invoice, we need a notice of damage from DPD. Bring the package to a DPD branch and have the damage report filled out.
Send us an e-mail with the copy and photos of the damaged package. We can then offer you a replacement for the missing items or a refund. If you have any questions, please do not hesitate to contact our customer service.

If no one was found during delivery, you will usually receive a notification card showing where you can pick up your parcel. If you have any questions, please contact customer service. You can reach our customer service by phone at +49 7938 9063-222 (Monday - Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or by e-mail at kundenservice@jako.de

As soon as we have received the goods, we will request a refund. Credit card payments can take up to 14 days depending on the provider.

If you are not satisfied with the goods delivered by us, you have the opportunity to return your ordered items within 30 days. Refined goods (with individualisation e.g. by printing, flocking, transfer processes) are excluded from the right of withdrawal. Please take care not to remove attached labels and not to stain the articles. In the event of a complaint, we can then process it immediately and easily.

The return costs shall be borne by the end consumer himself.

If you would like to return an item, you can register a return or complaint with us.
You can find more details under Returns & complaints.

If you are not satisfied with the goods delivered by us, you have the opportunity to return your ordered items within 30 days. Refined goods (with individualisation e.g. by printing, flocking, transfer processes) are excluded from the right of withdrawal. Please take care not to remove attached labels and not to stain the articles. In the event of a complaint, we can then process it immediately and easily.

An exchange of the goods is not possible. Return your item within 30 days and reorder your replacement item online. If you have already paid for the returned item, this amount will be refunded.

Please send the return to the following address:

JAKO AG
returns department
Amtstr. 82
74673 Mulfingen
Germany

If an item delivered by us has a noticeable defect, please fill out our complaint form. Please have your order number or ext. voucher number, the item number, a detailed photo of the defect and a photo of the complete item ready. We will get back to you by e-mail as soon as possible.

For photographic, reproduction and display technology reasons, color deviations between images and original goods may occur.

The registration as a customer can be found either on each page above in the section "My account" - "Register now" or in the second step "Address data" of the order process under the checkbox "I would like to open an account and receive further benefits".

If you have forgotten your password for your customer account, you can easily request a new password. Please only enter the email address you used to register with JAKO. Request a new password now

Please log in to your customer account or send us a message

After successful registration you will get to your personal area within our shop. Here you can see a list of your previous orders including delivery status in your order overview or show your friends items that are on your favorites list. By entering your data you can order comfortably, because e.g. your billing address or your most popular delivery addresses are already stored and selectable by clicking. Of course you can manage your personal data and newsletter settings online at any time. You can also manage your created team shops in your customer account.

In this order overview you can see all previous orders including order date, order number, shipment number (if a package ID was sent to us), number of items and invoice amount. If you would like to view a detailed summary of a specific order, simply click on the respective order. In the detailed view you will then see all order information such as the status of your order (including complete tracking), your ordered items, billing and delivery address as well as payment and shipping method.

If you don't want to miss any of our promotions, you can easily sign up for our free newsletter with your email address. You will then receive an email informing you about your successful subscription to the newsletter.

Our newsletter informs you regularly about our latest products, promotions and SALE offers.

If you already have an account with us, you can - after you have logged in under "My Account" - change your settings in the navigation bar under "Newsletter".

If you would like to unsubscribe from the newsletter, simply go to the "Unsubscribe Newsletter" tab at the bottom of your newsletter. You will then be immediately unsubscribed from the newsletter and will not receive any further information about JAKO actions.

If you have a coupon code, you can insert it easily and conveniently in the shopping cart under the option "Coupon code use". The invoice amount of your order is then immediately reduced in the browser field by the value of your voucher. Please make sure that there is no space before the coupon code if you copy it from the e-mail and paste it into the coupon field provided.

Vouchers can only be redeemed during the online payment process.

In general, it is not possible to charge vouchers subsequently with an order. If you forgot to redeem your voucher, just use it for your next order.

The following points can be the reason why you cannot redeem your voucher:
 

• The voucher has already been used and thus redeemed.
• The voucher is already obsolete or was only valid in a certain promotion period.
• The voucher can only be used for a certain category
• The coupon is redeemable starting from a certain order value
• The voucher cannot be redeemed for the action currently offered in the shop
• The voucher cannot be redeemed together with other vouchers.

If your voucher does not work for any other reason, our competent customer service staff will be happy to help you. You can reach our customer service by phone at +49 7938 9063-222 (Monday - Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or by e-mail at kundenservice@jako.de

In general, it is not possible to pay out vouchers in cash.

The returns department will issue you with a new voucher code for a complete return, which you can then redeem with the next order in the online shop. Should the value of the redeemed voucher be higher than the price of the goods you have received, we will send you the remaining amount in the form of a new voucher code by e-mail.

Contact

If you have any questions, suggestions, praise or criticism regarding the JAKO online shop, our products or your order, please feel free to contact our customer service at any time.

JAKO AG
Amtstraße 82
74673 Mulfingen
Germany

Phone:
+49 7938 9063-222

Fax:
+49 7938 9063-223

Email:
kundenservice@jako.de

Website:
www.jako.de

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