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.

Orders

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

Club Membership & Newsletter

All information about your Club membership

Vouchers

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 kundenservice@jako.de. Cancellation is only possible if your order is not yet being processed.

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?

In principle, an order cannot be changed because it has already been paid in advance due to the activated payment methods. The order to be changed must be cancelled so that you can place a new order. This is only possible if the order has not yet been processed. The best thing to do is to call our customer service staff. You can reach our customer service by phone at +49 7938 9063-222 (Monday - Thursday 09:00 to 17:00 and Friday 09:00 to 16:00) or by e-mail at kundenservice@jako.de. Please note that with the payment methods credit card, Amazon Pay and PayPal, the invoice amount cannot be changed, therefore no order can be changed afterwards.

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 kundenservice@jako.de

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. Size chart

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.

Will I receive a copy of the invoice?

A copy of the invoice is generally not sent. You can request a copy of the invoice from our customer service. You can contact our customer service by phone at +49 7938 9063-222 (Monday - Thursday 09:00 to 17:00 and Friday 09:00 to 16:00) or by e-mail at kundenservice@jako.de.

These payment methods are at your disposal

Which payment methods are offered?

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

Why can I not pay with the credit card?

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

What is a Secure Code and where do I find it on my credit card?

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.

Do I receive a confirmation for the receipt of payment?

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.

When will the invoice amount be charged?

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.

Is it possible to pay by instalment?

An instalment payment is not possible at JAKO.

Frequently asked questions about delivery & shipping at the online shop

To which countries does JAKO deliver?

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

How much are shipping costs?

Within Germany, we deliver free of shipping costs from a shopping basket value of 50 euros. Shipping costs apply for deliveries to all other countries. You can find the current shipping methods and delivery countries in the Shipping section.

Which parcel service is used for delivery?

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

How long is delivery time?

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.

Is there a package tracker?

Yes, you can use the tracking function to see where your parcel is currently on its way to you. As soon as we hand over your parcel to the parcel service, you will receive your consignment number and a link to the tracking system by email. This allows you to track the delivery status of your parcel online at any time and to find out about the current status of the delivery. After logging in, you can also find the consignment number with the corresponding link to the consignment tracking in your personal customer area "My account" under the link "My orders".

I can't track my package. What can I do?

If you cannot find your parcel immediately via the tracking system, you should try again in the evening after receiving our dispatch confirmation from 8 pm. Before then, it is possible that the shipment number has not yet been processed in the shipping service provider's system and therefore cannot be found, because our shipping confirmation may be sent to you before your package has been booked.

I miss my delivery. What now?

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.

Can I collect my order directly from JAKO?

No, you cannot pick it up yourself.

Why do I need my phone number when ordering?

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.

May my delivery address differ from my billing address?

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

Can I change my delivery address afterwards for an already confirmed order?

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

What should I do if the parcel was delivered damaged and/or articles are missing?

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.

What happens if I am not at home at the time of delivery?

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

Frequently Asked Questions about Returns & Refunds

When will I receive my refund after I have returned my order?

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.

How many days do I have to return my order?

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.

Who bears the costs for the return?

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

How do I return my item(s)?

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.

Under what conditions can I return my product(s)?

If you are not satisfied with the goods delivered by us, you have the option to return your ordered items within 30 days. Finished goods (with individualisation, e.g. by printing, flocking, transfer processes) are excluded from the right of withdrawal.
Please make sure not to remove any labels and not to soil the items. In the event of a complaint, we can then process it immediately and easily.If the return is not sent back properly, we reserve the right not to accept the goods.

Can I exchange an item?

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.

Which address do I send my return to?

Please send the return to the following address:

JAKO AG
returns department
Amtstr. 82
74673 Mulfingen
Germany

How do I handle wrongly delivered or defective goods?

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.

Why does my ordered article have a different color than on the article picture in the online store?

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

FREQUENTLY ASKED QUESTIONS ABOUT YOUR CLUB MEMBERSHIP

How do I become a club member?

You can register as a Club member either at the top of every page under "My account" - "Register now" or in the second step "Address data" of the order process under "Already a Club member? Register now".

How do I request a new password?

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

How can I deactivate my club membership?

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

What are the advantages of a club membership in the JAKO Shop?

After you have successfully registered, you can access your personal area within our shop. Here you can view a list of your previous orders including delivery status in your order overview or show your friends items that are on your favourites list. By entering your data, you can order conveniently because, for example, your billing address or your most popular delivery addresses are already saved and can be selected with a click. Of course, you can manage your personal data and newsletter settings online at any time. You can also manage your team shops in your customer account.

Your advantages at a glance:

Exclusive competitions
Birthday gifts
Exclusive drops
Regular discounts

My orders

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.

How do I subscribe to the JAKO Newsletter?

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.

What are the advantages of subscribing to the newsletter?

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

How can I change my newsletter settings?

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".

What do I have to do to stop receiving newsletter e-mails?

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.

Frequently asked questions about vouchers

How can I redeem my voucher?

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.

Is it possible to redeem the voucher by telephone?

Vouchers can only be redeemed during the online payment process.

Can my voucher be charged subsequently with an existing order?

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.

What do I do if my voucher code does not work?

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

Can I withdraw the voucher in cash?

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

What happens to my voucher after the return?

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.