FAQ-Help

FREQUENTLY ASKED QUESTIONS (FAQ):

 
Maybe your question has already been asked? All answers to the frequently asked questions can directly be viewed below this box. With the following links find the suitable topics even faster.

CONTACT:

 
You would like to directly contact us? All necessary information can be found in the Contact section. We are looking forward to receiving your email, fax, phone call, post...

GO TO CONTACT »



MY JAGO:

 
With a customer account all information about orders can be viewed under “My JAGO”, such as status of the shipping or the invoice.

My JAGO” offers additional menu options, such as the opportunity to change personal data and settings, or functions such as the notepad

MORE ABOUT “MY JAGO” »
 
 

Advice
FAQ-Advice

WHEN AND HOW IS THE JAGO CUSTOMER SERVICE AVAILABLE? upprint

We are at your service via phone, email or fax during our office hours.
GO TO CONTACT INFORMATION »


CAN ONE BE SURE THAT HONEST AND CORRECT ADVICE IS GUARANTEED? upprint

We absolutely place a large emphasis on customer-friendly and professional advice. Jago24 only employs professional staff with several years of working experience.
We have high standards in regards to the quality of our work. We are always working to ensure our customers are pleased and their expectations are met.


HOW ADEQUATE ARE THE ITEM DESCRIPTIONS AND THE ITEM PICTURES ILLUSTRATED?upprint

We take great efforts to present our items as detailed as possible. That is why we take pictures of all our items in our own professional photo studio in order to illustrate them in large pictures later in the item descriptions. All our item descriptions are written individually and objectively. That helps us guarantee our customers are receiving fair and independent information about our products.


WHY ARE OUR PRODUCTS OFFERED AT SUCH LOW PRICES, IS THERE A DOWNSIDE?upprint

JAGO AG is a direct sales company with an extremely lean working structures and low fix costs. Therefore, the prices are keenly calculated. However, the low prices do not have any effects on the quality. On the contrary: We only sell high-quality brand-name products.
 
 

Order
FAQ-Order

HOW IS AN ORDER PLACED?upprint

 
Preparation: Add item(s) to the shopping cart
You have decided to purchase a certain item? By clicking on the button “Add to shopping cart” in the item description, the item desired will be added to the shopping cart. Any other items can be added to the shopping cart by clicking on the button.

Purchasing Procedure 1st Step: Shopping cart
The button “Shopping cart” on the right on the top, as well as on the bottom shows all items desired that have been added to the shopping cart. The items can all be revised again. The purchasing transaction can be continued by clicking on “Check out

Purchasing Procedure 2nd Step: Address
The next step offers the opportunity to create a Customer Account or to purchase without a customer account (Order without Registration). A customer account has many advantages: The customer only has to input their data once, and further orders can be made quicker .
Please indicate your address on the next page.

If the parcel should be delivered to an address other than the billing address, the box “add alternative shipping address” must be checked. A window will then pop up where the alternative shipping address can be entered.

Please click on “Continue with Order

Purchasing Procedure 3rd Step: Method of payment
In this section, the desired method of payment can be chosen, and other necessary data (e.g. when choosing Purchase on Account via Klarna) can be entered. Continue by clicking “Continue with Order”.

Purchasing Procedure 4th Step: Check your order
Please carefully check your data and information. Up until the right before sending in the order, the previously mentioned data can be changed. If all of the information entered is correct, the order can be then submitted by clicking on “BUY NOW”, becoming liable to payment.

If necessary, you will be forwarded to the page of the payment agency of the chosen method of payment (e.g. Paypal). You will be lead back to our page when payment has been completed.

Done !

After completing the purchasing procedure, you will again receive an overview of your entered information and an order number.

Furthermore, a confirmation of the order will be sent to the email address you have provided. Registered customers have the option to view all orders under “My JAGO”..


I HAVE PLACED AN ORDER FOR THE FIRST TIME, DO I HAVE TO REGISTER?upprint

You can decide whether or not to create a Customer Account or to purchase without a customer account (Order without Registration). A customer account not only simplifies the transaction of further orders but also provides the opportunity to always check current orders, as well as additional features, e.g. items on the Wish List.

Easily register when ordering, by simply following the steps under: HOW TO PLACE AN ORDER ?


WILL YOU INFORM ME AS SOON AS THE PARCEL HAS BEEN DESPATCHED? upprint

After receiving payment, the order will directly be forwarded to our logistics centre where our logistics partners pick up thousand of parcels each day. The parcel tracking number will then be sent to the email address given so that the parcel can always be tracked and located. The status of delivery can also be viewed in the ''Customer Account'' under “My JAGO''.
 
 

Payment
Jago24 FAQ | Payment

HOW CAN I PAY / WHICH PAYMENT METHODS ARE AVAILABLE?upprint


We offer the following methods of payment:
A reliable, safety, and secure payment methods, are our highest priority. All of the methods of payment offered have established as secure methods of payment in online trade throughout the past years. Furthermore, these sites are always encoded with SSL in order to protect personal data.

DETAILS ABOUT PAYMENT METHODS »
 
 

Despatch & Delivery
FAQ-Delivery

HOW DOES QUICK TIME SHIPPING WORK? WHEN WILL MY ORDER BE SHIPPED?upprint

Despatch occurs the same day via Quick Time Shipping if:

We receive payment by 1pm CET (e.g. when paying via Paypal, Amazon Payments, credit card or SOFORT Banking)

Or if we receive confirmation of approval from the payment agency by 1pm CET (purchase on account or instalment)

Or if the order is placed before 1pm CET when choosing COD (cash on delivery).

And if we receive the payment/order between Monday and Friday (holidays and annual closings excluded)

If we receive payment after 1 pm CET (e.g. by Paypal) or if payment is made not on a working day, we will despatch the goods on the following working day after receipt of payment. Same applies if payment is made via bank transfer. (Working days are Monday to Friday – Holidays and annual closings excluded.)


HOW DOES DELIVERY OCCUR?upprint

Your order will be packed carefully and handed over to you by our reliable courier. The courier varies depending on the goods ordered. Certain items need to be shipped by forwarders due to their dimensions. As soon as the goods have been despatched, we will send en email with the parcel number so that the parcel's whereabouts can be tracked at any time.

Customers with a customer account can view the status of delivery under “My JAGO”.
Goods will be delivered to the kerbside.

HOW LONG DOES THE DELIVERY TAKE?upprint

The delivery time is approx. 1–2 working days for germany.
The actual delivery period depends on the courier and might therefore vary. Should there be a large delay in delivery please contact our customer service. CONTACT »


WHICH LOCATIONS/COUNTRIES DOES JAGO DELIVER TO ? HOW MUCH IS THE SHIPPING FEE?upprint

All prices indicated on this page include VAT, shipping fees (and additional fees for COD, cash on delivery, Germany only) are excluded.

The link “Shipping fees and prices for other countries” always shows up below the price of each item. The countries we deliver to will then be indicated, as well as the shipping fees for the respective country.

If there is no special note or exception below the article, we ship to the following countries:

NO P.O BOXES:
We do not ship to post office boxes.

NO COLLECTION BY THE CUSTOMER:
Unfortunately we do not offer our customers the option to personally arrive at a warehouse to collect the items. We are strictly a mail-order company. Our warehouse is not open to the public.

CUSTOMS CLEARANCE AND IMPORT TAXES:
Please note that for delivery to countries outside of Europe and non-EU countries (except Switzerland), additional country-specific import duty and other customs clearance service fees as well as other import sales taxes may be charged. These fees vary depending on the respective countries.

No customs or charges apply for deliveries to Switzerland.
 

FEE FOR COD, CASH ON DELIVERY:
Cash on Delivery fee: 5,99 Euro incl. VAT/Packet + Transaktion fee: 2 Euro incl. VAT/Packet which has to be paid directly when accepting the packet.


WHAT HAPPENS IF THE CUSTOMER IS NOT AT HOME AT THE TIME OF DELIVERY?upprint

In this case, either the customer's neighbour can accept the parcel, or it will be ready for collection at the courier's disposal. We will provide the tracking number of the parcel via email after the parcel has been shipped, so that it can be tracked at any time. If the goods are delivered by a forwarder, a delivery date will be arranged by phone.


WHAT CAN BE DONE IF THE PARCEL WAS DAMAGED IN TRANSIT?upprint

The delivery always needs to be examined after receiving. We only despatch new items and therefore assume damage in transit if the packing is damaged. The goods might also be damaged in transit even if the packaging does not show any outer damage.

SHOULD YOUR PARCEL ARRIVE DAMAGED, PLEASE TAKE THE FOLLOWING STEPS:

1. DELIVERED BY DHL
If your parcel was damaged in transit by DHL, please contact your local DHL office to report the transport damage.

2. DELIVERED BY ANOTHER COURIER
If the parcel is shipped by any other courier than DHL, we require photos of the damaged parcel AND the damaged goods within 7 working days after receipt of the parcel via email. GO TO CONTACT »

Please note that your statutory rights towards us are not affected by this.


WHAT CAN BE DONE IF THE GOODS STILL HAVE NOT ARRIVED BY THE FIFTH DAY AFTER ORDERING?upprint

PLEASE NOTE:
The delivery time for germany is approx. 1-2 working days and delivery to other EU countries approx. 3-5 working days after despatch.  Please also note that payment in advance has to reach us before the parcel can be despatched (applies when choosing bank transfer).

If the parcel has not been delivered within 5 working days after despatch, the status of despatch should be checked online with the courier. The tracking link has been sent under separate cover by email. If it turns out to be difficulties in delivery, please directly turn to the courier. Always have your tracking number ready that has been sent to you by email.

Should you require help we will be pleased to help you: CONTACT »
 
 

Complaints
FAQ-Complaints

WHAT HAS TO BE DONE WITH FAULTY OR DEFECTIVE GOODS?upprint

In very rare cases it unfortunately might still happen that an item is faulty or damaged. We are, of course, extremely sorry and will compensate for it. We are pleased to carefully explain how to deal with that case in the following.

Complaint
Please inform us about it by email so that we can examine the defect. It is important to attach pictures where the damage is visible. Please also indicate your order or invoice number to help us overview the transaction.
This email should be sent to info@jago24.de. We will then carefully look into the matter within a few days and inform you about possible compensation (replacement, spare parts supply or discount).

If you wish the item to be replaced....
...then please briefly inform us, and we will send the corresponding documents for replacement. We will then get back to you by email after examining the items returned.

If you wish spare parts supply...
…we will send a parts list of the respective item. The article number of the item desired then has to be given, and we will arrange delivery of the item as soon as we have received your confirmation. As with a normal delivery, we will provide a parcel number so that the delivery can be tracked online at any time.


WHAT HAS TO BE DONE IF I DO NOT WANT THE ITEM ORDERED (CANCELLATION)?upprint

In this case, we ask our customers to cancel their order with us before the deadline expires (by fax, mail, telephone or email).
Further information about cancellation policy can be found HERE.

Please note, we will pay the return costs for all items, other than freight-forwarding items sent overseas. We accept responsibility for the return of the above described items. Items delivered by freight-forwarding will be collected from you by us. Please contact us to arrange the details.

For deliveries abroad: Please note that we do not cover the costs for returning the goods if they correspond to the item description.

Important:
Please do not send any goods to Stuttgart, as returns cannot be processed there. There is no warehouse located in Stuttgart.

We also regret to point out that the right of withdrawal does not apply to legal entities or persons (companies, charity associations, clubs..) by law. The decisive factor therefore is the shipping address indicated in the order..
By law, a buyer is an individual person concluding a contract which does not have any purpose on commercial or free-lancing basis (see § 14 BGB).

 

WHAT NEEDS TO BE DONE IF DELIVERY IS INCOMPLETE / FAULTY?upprint

We ask our customers to immediately contact us in the case of faulty or incomplete delivery. We will then arrange replacement or spare parts supply. Please also inform us if you have received an item that you did not order.
GO TO CONTACT »


GUARANTEE AND WARRANTYupprint

As it can be taken from the GTC, we comply with the legal warranty period of two years.
 
 

Missing_Manual
-Missing_Manual

WHAT NEEDS TO BE DONE IF THE INSTRUCTION MANUAL / THE INVOICE IS MISSING?upprint

Please briefly inform us by email at info@jago24.de and we will be happy to send the missing documents by email.
Please note: We do not attach the invoice to the parcels. Invoices are always sent by email after receipt of payment. If the invoice cannot directly be found in the inbox, we advice to also check the spam filter.
 
 

Newsletter
FAQ-Newsletter

HOW CAN THE NEWSLETTER BE SUBSCRIBED?upprint

There are three possibilities of subscribing the newsletter. In order to ensure that the newsletter reaches the right email address, we will initially send an email for activation. The newsletter will be subscribed by clicking on the link given, and will be sent regularly and automatically.

How to subscribe:
a) On the right-hand side or down in the footer
The newsletter can also be subscribed by customers that do not have a customer account by simply clicking on the button “Newsletter” in the footer, or above on the newsletter icon on the right-hand side (the envelope).

b) With the order:
It is also possible to subscribe to the newsletter with the order by checking the box when indicating the shipping address.

c) In the customer account:
Customers with a customer account can subscribe the newsletter in “My JAGO”.


HOW CAN THE NEWSLETTER BE UNSUBSCRIBED?upprint

There are three possibilities of unsubscribing the newsletter if one wishes to no longer receive it:

a) By clicking on the link in the footer of the newsletter:
In every newsletter, there is a link given where the newsletter can be unsubscribed at any time by clicking on it.

b) By email
The newsletter can also be unsubscribed by sending us an informal email about this matter. Our email address can be found under CONTACT »

c) In the customer account:
Customers with a customer account can always change any setting around the newsletter under “My JAGO”. It offers the opportunity to either entirely unsubscribe the newsletter or to only cross out certain topics by checking the respective boxes.
 
 

Customer
FAQ-Customer

WHICH ADVANTAGES DOES A CUSTOMER ACCOUNT AT JAGO24 OFFER?upprint

Customers with a customer account can exclusively benefit from the access to “My JAGO” where data and information can be changed or current orders can be tracked and viewed. In addition, it enlightens the transaction of further orders as all necessary data has already been given and saved.

An overview of the advantages:
- Address administration
- View orders
- View transaction of order
- Newsletter administration
- Wish List (WHAT EXACTLY IS THE WISH LIST? »)



HOW CAN A CUSTOMER ACCOUNT BE DELETED/DEACTIVATED?upprint

We ask our customers to directly turn to us if one wishes to have their customer account deleted/deactivated CONTACT ».
Once deleted, “My JAGO” can no longer be accessed, and emails will no longer be sent to the email address given (except for emails concerning open orders). However, we must point out that we cannot always delete one's personal data directly after deactivating a customer account
More information about this, see PRIVACY POLICY »).

Please note:
The customer account should only be deleted when it is not required anymore.
 
 


Notes
FAQ-Notes

HOW CAN ITEMS BE SAVED? WHAT IS THE WISH LIST?upprint

Items can be added and saved to Wish List, e.g. for the next time they will be available or for the next order. Customers however require a CUSTOMER ACCOUNT » in order to use it.



HOW CAN ITEMS BE ADDED TO WISH LIST?upprint

Items can be added by clicking on “Wish List” in the grey box of the detailed item description. Also further articles can be added like this.


HOW CAN THE ITEMS ADDED TO THE WISH LIST BE VIEWED? HOW IS THE WISH LIST ADMINISTRATED?upprint

The Wish List can be found in “My JAGO” under “Wish List”. It offers the opportunity of revising and deleting items from the list.
 

 

Voucher
FAQ-Voucher

HOW CAN A VOUCHER FOR THE JAGO ONLINE SHOP BE REDEEMED? WHAT ARE THE CONDITIONS FOR IT?upprint

Vouchers can be validated in the lower section of the shopping cart. The voucher code has to be entered in the field, and will then be validated by clicking on “REDEEM VOUCHER”. The voucher will be listed in the lower section of the price listing and will automatically be deducted from the total amount. The voucher can only be validated once and cannot be saved for another purchase.

A partial validation of the voucher is unfortunately not possible. If the voucher code has already been entered even though you wish to have it validated later, it can be removed any time with the link in the price listing.

CAN THE VOUCHER BE REDEEMED ON OTHER PLATFORMS AND SHOPS AS WELL?
Vouchers can only be redeemed in the indicated online shop. Vouchers cannot be redeemed on any other platforms such as eBay, deal websites or other Jago24 shops.

HOW LONG IS THE VOUCHER VALID?
Special-offer vouchers are generally granted during a special event. They are limited in time, require a minimum order value and are only valid for the indicated online shop.

IS IT POSSIBLE TO REDEEM SEVERAL VOUCHERS AT THE SAME TIME?
It is not possible to combine several special-offer vouchers. Gift and special-offer vouchers, however, can be combined. Each voucher can only be redeemed once.

WHAT HAPPENS WITH MY VOUCHER IF I CANCEL OR RETURN THE GOODS?
Special-offer vouchers will not be refunded if the order is cancelled or returned. This is a voucher which is granted for the purpose of an advertising campaign and for which counter performance has not taken place.

MY VOUCHER DOESN'T WORK, WHAT DO I DO?
First make sure, that you didn't type or copy in spaces. If this doesn't solve the problem, please check the validity of your voucher. Does none of the mentioned apply, please contact our customer service.
 
 

Seal_of_Approval
FAQ-Seal_of_Approval

WHICH SIGNS OF APPROVAL DOES JAGO USE?upprint

Our shop, as well as a variety of our goods have obtained the following seals of approval and quality:
- GS seal (Safety checked, geprüfte Sicherheit)
- Type approved (Bauart geprüft)
- User-friendliness tested
- OEKO-TEX “Confidence in Textiles”
- Trusted Shops
- Thawte®

 

WHAT IS A GS SEAL, AND WHAT DOES IT MEAN?upprint

The GS deal stands for safety checked (Geprüfte Sicherheit). A GS seal guarantees that the products are conform to the Product Safety Act (ProdSG), and other legal regulations. The products are safe and do not cause any danger when properly using.

We co-operate with several accredited testing centres, such as:
Tüv Süd, Tüv Rheinland, Dekra, Intertek and Kema.

Please click on the name of the respective testing centre to obtain further information.


WHAT DOES “TYPE APPROVED” MEAN?upprint

When examining the design or the type, a pattern of a certain product is tested to determine whether it is conform to the legal regulations.
In addition, the production will be observed regularly by professional staff of the testing centre.
Our type examination are mainly done by the accredited testing cente Tüv Rheinland.
MORE ABOUT TYPE EXAMINATION »


WHAT DOES TESTED USER-FRIENDLINESS MEAN? upprint

Our main partner for user-friendliness is the accredited testing centre Dekra.
MORE ABOUT USER-FRIENDLINESS »



WHAT DOES THE SEAL OEKO TEX “CONFIDENCE IN TEXTILES” MEAN?

The OEKO-TEX “Confidence in Textiles” is an independent seal of approval for textile products. Items are tested for harmful substances conform to the standard 100 before obtaining the OEKO-TEX seal of approval. These tests go beyond national laws.

MORE INFORMATION ABOUT THE OEKO-TEX SEAL »


WHAT DOES SECURED BY THAWTE® / SSL ENCODING MEAN?upprint

thawte® is a seal of safety for the safe transfer of data with purchasing transactions. It also helps to verify that it really is our proper site. If “Valid certificatee” pops up when clicking the icon, the site is safe.

Important: JavaScript must be active in order to see this text.

MORE INFORMATION »
 
 

Trusted_Shops
FAQ-Trusted_Shops

WHAT DOES THE “TRUSTED SHOPS” SEAL MEAN?upprint

Trusted Shops is a quality seal for online shops. Integrity, data and buyer protection, as well as delivery reliability are checked. Click at the Trusted Shops logo in the header to check the expiration date of the certificate.

OUR FEEDBACK AT TRUSTED SHOPS »
 

* All prices include German VAT and shipping fees within Germany. When choosing cash on delivery, (only available in Germany!), additional costs will occur. These additional fees, as well as shipping fees and prices for delivery within Europe, can be found on the product destail page.

(1) Only applies to items currently available (Pre-sales, items with indicated delivery date and items currently out of stock are excluded). This only applies if: we receive payment before 13:00 (by Paypal, Amazon Payments, Credit card or DIRECTebanking) OR we receive confirmation of approval from the payment agency by 13:00 (only for purchase on account or via instalment) OR if the order is made before 13:00 when choosing COD (cash on delivery).

(2) Purchase on account or instalment and cash on delivery (COD), is only available for customers in Germany.

(3) Former price

(4) The payment fee of 5,99 € + 2 € consists of: Cash on Delivery fee: 5,99 € incl. VAT/order.

(5) Unfortunately, the payment methods "COD (Cash on delivery)", "Klarna Invoice" and "Instalment with Klarna" are for purchases within Germany only. The payment methods "Klarna Invoice" und "Instalment with Klarna" can only be chosen if the shipping address corresponds to the billing address.

(6) Delivery will ensue within 2 working days (Monday to Friday, except public holidays) after instructing the credit institution/bank to execute payment (payment in advance).

(7) Delivery will ensue within 5 working days (Monday to Friday, except public holidays) after instructing the credit institution/bank to execute payment (payment in advance).