FAQ

The Presale has ended: Orders Shipping On Time.

The presale has ended, and we are pleased to announce that all orders are now being shipped on time without any delay. Thank you for your patience and support!

How long is the shipping time?

For orders within Germany the shipping time is around 2-3 days and for international orders it depends on the local delivery provider and can vary between 5 - 14 days.

My order hasn't arrived yet, even though I received a shipping confirmation.

You should have received a tracking number from DPD or DHL (for international shipping). If you ordered from Germany, enter the number under this link to receive all shipping details:

https://www.dpd.com/de/de/empfangen/sendungsverfolgung-und-live-tracking/

Ordered from outside of Germany? Enter the number under this link to receive all shipping details: https://www.dhl.com/de-en/home/tracking.html

If your parcel hasn't moved within 10 days, please write an email to info@jadideleven.com and we will help you.

Something else needs to be fixed with my order. What can I do?

We are always here for you. If you need any help, write an email to info@jadideleven.com.

I contacted you and didn't get an answer. What happened?

That sounds strange, as we really take our community seriously. Please forgive us. Usually, this shouldn't take longer than three days. Please check on your side if you wrote to the correct email address, which is info@jadideleven.com. Additionally, it would be great to check if your mailbox has enough space for our mail to reach you. If everything is fine, that's on us. Please reach out again!

Which countries are you shipping to?

We are shipping internationally.

How much are the shipping costs?

The shipping costs are 5.95€.

Why haven't I received a shipping confirmation?

Once we carefully packed your order, we pass it on to the shipping provider. You will receive an automatically generated email from them, including a tracking number and further details. Please check your spam folder if you haven't received it. Still missing? Write an email to info@jadideleven.com. We will help you with any trouble.

What shipping method do you use?

We are working with DPD within Germany and DHL for international orders.

What payment methods do you offer?

At the checkout, you can choose between
- Apple Pay
- Google Pay
- Paypal
- Credit card: VISA, Mastercard, and Maestro
- Sofort bank transfer

Something went wrong with my order. What to do?

We are always there for you. If you need help, write an email to info@jadideleven.com. We will help you with any trouble.