1.How can I place an order?

To place an order, select the size of the product and add it to the shopping bag. You can continue your purchase and return to the shopping basket on the right side at the top bar to complete the order.

2.Do I need a customer account to place an order?

Yes, registering with us helps us to speed up the order process for you and allows you to keep track of your orders online. You can register with us within the order process. Just follow the instructions.

3.Which size should I choose?

We always try to give some information about the size and fit in our product descriptions. Additionally, you can click on the size guide to convert international sizes to your country sizing scheme.

4.Do you offer a gift service?

Yes, inside your shopping bag you can select our gift service. When selecting this additional service, all price tags will be removed from the products and we will gift-wrap your ordered items. Within the EU we will send the invoice to the purchaser. Due to customs restrictions, we must include an invoice on international orders. It will be placed outside of the parcel.

5.How do I know if my order reached you?

When we receive your order online, an automated email will be send to your email address. If you haven’t received an email please check your junk-mail or spam inbox. Your customer account also allows you to keep track of your orders.

6.What payment methods do you accept?

We accept payments by credit card (Visa, American Express, Mastercard). Orders within Germany can also be paid by pre-payment and purchase on account. Orders within Germany, Belgium, the Netherlands, Austria and Switzerland and Italy can also be paid by sofortbanking.

7.I already transferred the amount of my pre-payment-order into your account, why is my order not shipped yet?

Pre-payment-orders will be shipped only when we receive the amount on our bank account. Please be aware that the exact duration of the money transfer does depend on your card issuer and your bank and may take several days.

8.Who is the remittee of a bank transfer for a pre payment?

Jades24 GmbH
Account: Commerzbank Düsseldorf
IBAN: DE15300800000247561300
SWIFT/BIC: DRES DE FF 300

Please state your order number as reference.

9.Who is the remittee of a bank transfer for a purchase on account?

Payment transactions made by purchases on account are processed by our service partner "Billpay". The bank details are sent to you by email and are mentioned on the invoice that comes with your order.

10.Is it safe to use my credit card online?

Yes, we protect the transmission of the data with a secure SSL-connection. SSL (Secure Socket Layer) is a security technology which assures that all personal data, including credit card information, will be securely transferred via internet. The data will be encoded and is readable for the payment system only.

Used encoding protocol: SSL
Key length: RSA 1024 bit/128 bit

11.When and how do you charge me?

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order. The amount due is reserved for the payment purpose. If an item is not available the amount will be transferred back to your card immediately.

12.To which countries do you deliver?

We ship to every address in Europe.

13.Which delivery methods do you offer?

Within Germany we deliver with our service partner DHL. You have the choice between standard- (8€) and express delivery (18€). International orders are shipped with our service partner UPS.

14.Is my order insured?

Yes, during the shipment your ordered items are insured against theft and accidental damage. The insurance expires once the package has been signed for.

15.How much are the delivery costs?

Delivery costs depend on your delivery address. Please click here to select your country and to see the corresponding delivery rate.

16.How long takes the delivery?

Subject to stock availability, shipping with DHL standard delivery takes 2-5 working days. Orders shipped with DHL Express are next-day deliveries. International deliveries with UPS generally take 2-5 working days.

17.Can I track my order?

Tracking is available for German orders only.
An automated shipping confirmation will be send to your email address as soon as the order leaves our warehouse. At the same day you will receive your personal DHL-tracking number. Just go to www.dhl.de to check the progress of your delivery.

18.Which couriers do you use for your deliveries?

German orders are shipped with DHL and International orders are processed by UPS.

19.I haven't received all the items I have ordered, when will the outstanding items be delivered?

We inform you which items will be shipped to you immediately after the packet leaves our warehouse. If an item becomes currently not available we try to re-order it for you. We will inform you by email if we are able to deliver the outstanding item. In general, a re-order from our warehouse takes 8-10 days. If we are unable to deliver the outstanding item, we credit the value of the outstanding item.

20.Shipping to non-EU countries

Please kindly note that taxes and duties are not included in the shipping costs, UPS will charge these costs separately. In case that some or all ordered items are kept we will reimburse the amount of the German VAT for these items on receipt of the custom’s documents.

21.What can I do if I ordered the wrong size or the item does not meet my expectations?

You may return items within 14 days of receiving the goods with the free return label without any reason. The same applies for sale articles. You have the choice between an exchange and a refund. Please note that we can only offer a size exchange for the same article and that we are not able to use the refund for your next order.

22.How can I return a product?

If you like to return an item to us, log on to your customer account and register your return. Select the menu item "my orders" and register the items you would like to return. Stick the enclosed free return label onto the packet and bring it to your local post office.

23.Can I return an item for a different product?

Please note that we can only offer a size exchange and that we are not able to use the refund for your next order.

24.Can I return a sale-item?

Yes, our returns policy also applies for sale items.

25.The item I ordered is faulty, how can I get a refund?

If an item is faulty or shows a defect within the warranty you can return the product to us with the free return label. Please state the defect in written form. We will inspect the item and contact you to inform you about further actions.

26.I returned my order, how long will my refund take?

As soon as your return is processed you receive an email with a confirmation of receipt. You will receive a refund for goods returned to us in perfect condition and with all tags attached. The number of your refund will be send to you by email.

The retransfer of the amount takes around 6-10 days, however, the exact timeframe does depend on your card issuer and your bank.

Please note that the retransfer to credit cards with delayed debit will appear on the following bank statement.

27.I have forgotten my password, how can I get a new one?

If you have forgotten your password, we can easily reset it for you. Please click here, so that we can reset your password.

28.How can I subscribe to /unsubscribe from your newsletter?

Please click here to subscribe to/unsubscribe from our exclusive fashion news.

29.I have a query/a question, who can help me?

You can contact us Monday-Friday 9am-6pm under: 0049 211-862936 0.

Alternatively you can send an email to service@jades24.de or use our contact form to get in touch with us.