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Returns

You can return any item for any reason within 14 days of receiving them free of charge using the returns sticker included in the delivery parcel. That also applies to sale items.
Exchanges are only accepted on items that have not been worn or washed, and that are in good order with their tags intact.
If you wish to return an item to us, please register the return shipment in your customer account. To do so, go in your profile to "My Orders" and register your return shipment. Place the included returns sticker over your own address, and take the package to your nearest Deutsche Post branch.
Return shipments will only be carried out by the original shipping provider (DHL or UPS).
You can choose to exchange the item or to receive a refund for the paid amount.

Exchanges

Please note that we can only do size exchanges, i.e. exchange an item for the same product in a different size. We are unable to provide a credit note to be redeemed in another order.
The item will be dispatched to you as soon as we receive your returned item.

Faulty Items

Any faulty item delivered to you, or any item turning out to be defective within the warranty period can be returned to us free of charge using the return sticker provided. Please notify us of the article's type of fault in writing. We will examine the product and then contact you to discuss further steps.

Refunds

You will receive a receipt confirmation from us via email as soon as your item has been received and is being processed. We will create and send you a credit note and personalised credit note number via email for every return received in good order and with all tags intact. A refund can take 6-10 days to be credited to your account depending on the bank.
Please note that refunds made to credit cards with deferred debits may appear on your next credit card statement.
The refund is made in the currency of the original purchase. Potential losses due to currency fluctuations will not be refunded.
Any refunds on purchases made with vouchers will be refunded as a new voucher.

Returns and refunds with Klarna

Returns are subject to the returns policy of our online shop.

Purchase on invoice/Hire Purchase
If you want to return an item purchased with Klarna, you can pre-register your return in the Klarna app and pause your Klarna invoice so that your term of payment is not missed.

As soon as your return is processed by us, you will automatically receive an updated invoice from Klarna. In it you will find all the information on how to pay your bill if you still have an open amount. Please follow Klarna's instructions and do not pay to Jades24.

If you have paid for the returned items in advance, you will receive your refund from Klarna. If Klarna requires your bank details, Klarna will contact you by e-mail.

For any questions regarding your refund, please contact Klarna directly. You can ask all questions about your return to our Jades24 customer service.

Directbanking/Direct debit
If you return items paid for with Sofortüberweisung/Directbanking or direct debit, you will receive the refund directly from Klarna. Klarna will contact you by e-mail should Klarna require your bank details.

For any questions regarding your refund, please contact Klarna directly. You can ask all questions about your return to our Jades24 customer service.

For more information on returns and refunds with Klarna, see https://www.klarna.com/de/kundenservice/csc/lieferung-ruecksendung/ruecksendungen/

More information about your rights regarding the exchange of goods can be found in our GTCs.
Please contact our customer service team via email at service@jades24.de or call us on +49 (0)211 8629360 Monday to Friday, 8:00 am to 5:00 pm CET (except public holidays) if you have any questions or would like more information.