Customer information

Here is the help centre for the JAKO online shop. Use the navigation on the left side to choose your category and find the information, help and answers you are looking for. If you have further questions please contact us directly via email, phone or the customer contact care form. 
All information relating orders
Payment methods
Payment options in the JAKO online shop
Delivery & Shipping
All infromation about delivery & shipping
Returns & Refunds
Your return options
My Account & Newsletter
All information about your customer account
Everything you need to know about our coupons
Contact / Social Media
Your contact to JAKO

Frequently asked questions about orders at the online shop

How do I place an order?
It is very simple to place an order with JAKO. After you have chosen your size of the article you can place the article into the shopping basket. Now you have three options to choose from: “TO SHOPPING BASKET“, “CONTINUE SHOPPING“ or you go to “CHECK OUT“. After you have placed all articles into the shopping basket, you can proceed within the basket overview to „Checkout“ continue to order process. For this we recommend signing up for a customer account. You can create your account during your order process and then are automatically logged in with your customer account. If you already have a customer account, then simply log in with your user data (email and password). Then your order can be completed in the next four steps (addresses, payment method, shipping, buy).You can also order without a customer account. Simply click “Order as guest“.
How long remain my articles in the shopping basket?
Once you place an article into the shopping basket, it remains in the shopping basket for about 90 min. However, the items are not reserved for you. 
Can I order by telephone?
A telephone order is not possible at JAKO.
Do I have to create a customer account to place an order?
No, you do not have to create a customer account in order to shop at JAKO. We also offer the option to order without a customer account.  Simply click on “order as guest” during your order process.
Is it possible to order samples?
Unfortunately samples can not be ordered.
Is there a minimum or maximum order value?
No, there is not. JAKO has no minimum or maximum order value.
How can I cancel my order?
To cancel your JAKO order, please contact our customer service via phone or email. Our customer service can be reached at +49 7938 9063-222 (Monday-Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or email to
When can I be sure my order has been placed successfully?
After you agreed to the terms and conditions and clicked the button “BUY” , we will email you an order confirmation.
How can I subsequently change my order?
An order can be changed subsequently as long as it has not been processed yet. Please contact our customer service. You can reach our customer service department under the phone number +49 7938 9063-222 (Monday – Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or via email under
Can I add an article to the current order?
If the order has not been processed yet changes are possible. Simply contact our customer service department. Please note that with the payment methods credit card, Amazon Pay and purchasing on account it is not possible to change the invoice amount and therefore articles can not be added subsequently. Our customer service can be reached under the phone number +49 7938 9063-222 (Monday – Thursday 9.00 am to 5.00 pm and Friday 9.00 am to 4.00 pm) or via email under
Where do I find my order overview?
If you have purchased your orders with the customer account, then you are able to view your order overview. Log yourself into the customer account into „my orders“. Click here to login
How do I find the right size?
There is a size chart for each article.
Why can I not select my size?
We show you all the sizes that are available. If a size is not shown, it is unfortunately sold out. If a size is currently out of stock, you can be notified when the item is available again.
How do I find the JAKO article I am looking for on the website?
At JAKO all articles are either assigned to a certain category or simply can be found with the web shop search. The search field is on the upper right side.
Can I pre-order or reserve an item?
No, this is not possible.
Which emails will I receive in connection with my order?
We will email you an order confirmation, a shipping confirmation and a copy of your invoice.
Will I receive a copy of my invoice?
A copy of the invoice will be sent to you by e-mail.