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FAQ

FREQUENTLY ASKED QUESTIONS

If you have a problem, there is a chance you will find the answer to your question here. Click the following links to find the theme you need.

Advice »
Order »
Payment »
Shipping »
Return and refund »
Missing instructions / Missing receipt »
Newsletter »
Customer account »
Product comparison »
Notebook »
Voucher codes »
Safety seal »
Trusted Shops »

 

CONTACT

Still have questions? We'd love to hear from you, so please take a look at our Contact section which contains all the information you'll need to get in touch via telephone, post, e-mail, or fax.

> Contact us <

 

MY JAGO ACCOUNT

If you have a Customer Account, you can view all of your order information, including delivery updates and receipts, via the menu option.

Via the menu option, you can also update or amend your personal information, and access functions such as the Notebook.

> Log in <

 

Advice »

BUSINESS HOURS

- WHEN AND HOW CAN I CONTACT JAGO?

You can reach us at any time during our business hours by telephone, e-mail, or fax.

> Contact details <


FAIR ADVICE

- HOW CAN I BE SURE THAT YOU WILL GIVE ME FAIR AND HONEST ADVICE?

Accurate, customer-friendly advice is important to Jago AG. We employ well-trained personnel with plenty of experience in reliable customer service.

We aim to ensure that our customers are fully satisfied with the service we provide, ensuring a long and productive relationship between you and Jago AG.

PRODUCT DESCRIPTIONS AND IMAGES

- HOW ACCURATE ARE THE PRODUCT DESCRIPTIONS AND IMAGES?

We take care to ensure that our products are depicted as accurately as possible. We produce product images in our own professional photography studio. We produce product descriptions in-house for every article, which helps to provide you with fair and impartial information about all of our products.

 

HOW CAN YOU AFFORD TO OFFER SUCH LOW PRICES?

Jago24 is a direct selling company with an incredibly streamlined structure and minimal fixed costs. These low prices have no negative effect on the quality of our products; quite the opposite, we offer exclusively high-quality branded products.

 

Order »

- HOW DO I PLACE AN ORDER?

Click the 'Add to basket' button to add your chosen item to your basket. You can carry on shopping for further items to add to your basket, and when you are done and ready to order, click the 'My Basket' button, which will give you an overview of the contents of your basket.

Once you are satisified with your choices, click the 'Checkout' button. On the following page, you will be given the option to create a customer account, log-in to an existing account, or check-out without an account.

On the next page, you can enter a billing address and, if desired, a separate delivery address. To enter a separate delivery address, tick the 'delivery address' box and enter your address into the field provided. Once this is complete, click on the 'Order' button.

On the next page, you can choose your payment method and enter payment details. Once this is complete, click again on the 'Order' button.

Please check your order details and personal information, and correct any errors. When you are fully satisified, click 'Buy Now' to place a binding order.

If necessary, you will be redirected to the payment gateway of your choice (e.g. Paypal). Once the payment has been concluded there, you will be returned to the Jago24.co.uk site.

Finished! You have completed your order, and will receive an overview of your order, along with an order number. You will also receive an automated confirmation of your order via e-mail. If you already have a Jago account, you will be able to see your order via the 'My Account' menu option.

 

REGISTERING

- DO I HAVE TO REGISTER AN ACCOUNT TO ORDER FROM YOU?

No! You can choose whether to register an account when placing an order, but registering an account makes placing further orders easier by storing your delivery and personal details. Registering an account allows you to access your order information via our website, as well as giving you access to additional functions such as the Notebook.

 

DELIVERY UPDATES

- WILL I BE INFORMED WHEN MY ORDER IS DISPATCHED?

Once we receive your payment, we pass your order on to our delivery depots, where our logistic partners send out daily shipments. You will receive a tracking number for your order by e-mail, and if you have a customer account with us you can also check your order status via the 'My Account' menu option.

 

Payment »

PAYMENT METHODS

- WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept the following payment forms:

  • Bank transfers

  • Paypal

  • Credit cards (Visa, MasterCard, American Express)

  • Debit cards (Visa Electron, Visa Debit, Maestro, Solo)

Security is one of our top priorities. All of the payment methods we support are well-established and proven online payment formats. Our pages are SSL-encrypted in order to further secure your personal information.

 

Shipping »

SAME-DAY SHIPPING

- HOW DOES SAME-DAY SHIPPING WORK?

We are dedicated to getting your order to you as soon as possible, so any order placed before 12:00 Monday - Friday (including payment) will be dispatched on that working day. Orders received after this time will be dispatched on the next working day.

 

DELIVERY

- HOW DOES THE DELIVERY PROCESS WORK?

You will receive your order, safely packaged, from one of our reliable delivery partners: DHL, DPD, Hermes or GLS. Some oversized articles will be sent via the freight forwarder ZUFALL. Once your order has been dispatched, you will receive an e-mail from us containg your tracking number, allowing you to monitor the status of your delivery. You can also monitor the status of your delivery through the 'My Account' menu option.

Deliveries made via freight forwarder will be delivered to the nearest public curbside.

 

DELIVERY TIME

- HOW LONG WILL IT TAKE FOR MY PACKET TO ARRIVE?

We offer one standard delivery option, which usually takes between 3-5 working days. Actual delivery times depend on our delivery partners and may vary. If your delivery is seriously delayed, please contact our customer service team to resolve the problem.

 

COUNTRIES AND PRICES

- WHERE DO YOU DELIVER? WHAT DOES DELIVERY COST?

All prices listed on our site include VAT and shipping to addresses in the United Kingdom. Shipping for articles outside the United Kingdom will be displayed separately, and can be discovered by clicking on the link 'Shipping costs for other countries'.

Shipping to the UK Mainland only. We do not send items to DHL Packstations. Items cannot be collected in person from Jago AG.

For some deliveries in non-EU countries (with the exception of Switzerland), additional country-specific tariffs may be charged by the local authorities. Payment of these charges is the responsbility of the customer. Please check with your local customs authorities.

 

NO-ONE HOME

- WHAT HAPPENS IF NO-ONE IS AT HOME WHEN MY DELIVERY ARRIVES?

In cases such as these, your delivery will either be left with a neighbour or stored at a service point for your specific delivery agent, ready for you to collect at your own convenience. The tracking number provided to you upon the dispatch of your order will allow you to check the location of your item at any time.

If your delivery is to be made via freight forwarder, a delivery time will be arranged with you over the telephone.

 

DAMAGED DELIVERY

- MY PACKAGE WAS DAMAGED DURING DELIVERY

Please check your delivery for damage upon receipt. We send only new goods, but unfortunately packages can be damaged during transit.

 

IF YOUR PACKAGE IS DAMAGED DURING TRANSIT:

Please inform us within seven working days from receipt of your delivery, including photos of the damaged packaging and articles, via e-mail.

> Contact us <


GOODS NEVER ARRIVED?

PLEASE NOTE

Delivery throughout the EU can take anywhere between 3-5 working days from the date of dispatch. Please remember that we will only dispatch an item once payment has been received.

 

IT HAS BEEN MORE THAN FIVE DAYS AND MY DELIVERY IS STILL NOT HERE

If your delivery has not arrived within five working days of dispatch, please check the delivery status via the online tracking system of your designated delivery service. Your tracking link and tracking number will have been sent to you via e-mail upon placing your order. Please contact the designated delivery service and have your tracking number ready with queries.

If this does not solve the problem, please contact us and we will gladly help you resolve the issue.

> Contact us <


Return and refund »


RETURNS

- WHAT HAPPENS WHEN I JUST DON'T WANT MY ORDER ANYMORE?

Please let us know within the stated deadline, via e-mail, fax, post, or telephone for any desired refunds or replacements.

Please note, it is the purchaser's responsibility to return the goods without undue delay and to bear the direct cost of returning the goods. Please contact us to arrange the details.

Important: do not send returns to our Stuttgart address.  This is an administrative address only.

Unfortunately, legal persons (companies, organisations, clubs, etc.) are guaranteed no right of return under German law. The billing address used to place an order will be used to determine whether the customer is a natural or legal person.

Relevant information can be found in Sections 361a, 13, and 14 of the German BGB.

See our > cancellation form < for more information.


DAMAGED OR DEFECTIVE GOODS

- WHAT DO I DO IF MY ORDER IS DAMAGED OR DEFECTIVE?

In the unusual event that your order is damaged or defective, we will of course rectify the situation.

In order to allow us to properly assess the damage and improve our service, please send us an e-mail describing the damage, and include pictures clearly displaying the damage. Please also include your tracking number or receipt number, or both, in order to help us more efficiently process your complaint. These e-mails can be sent to contact@jago24.co.uk, and once received we will reply within a few days with a solution suggestion, whether it is an exchange, delivery of a replacement part, or full or partial refund.

If you wish to exchange your goods, let us know as soon as possible. We'll send you the forms and papers you need to return your products free of charge. Once we've received the damaged or defective goods and checked them, we will send you your replacement delivery.

If you wish to receive replacement parts, then get in touch and we will send you a comprehensive parts list for your damaged or defective items. Pick the parts you need replaced and inform us, and we will send them out to you as soon as possible. As with any normal delivery, you will receive a tracking number.

See our > cancellation form < for more information.

 

INCOMPLETE / INCORRECT DELIVERIES

- WHAT DO I DO IF I HAVE RECEIVED AN INCOMPLETE OR INCORRECT DELIVERY?

If your delivery arrives and is incorrect or incomplete, please inform us immediately. We will then arrange for an exchange or the provision of missing parts. Please also inform us if you receive a delivery that you have not ordered.

> Contact us <


WARRANTY

In line with our Terms and Conditions, our products come with a guarantee which lasts up to 2 years in some cases. Take a look at our Terms and Conditions for more details

> Terms and Conditions <


Missing instructions / Missing receipt »

- WHAT DO I DO IF MY RECEIPT OR INSTRUCTIONS ARE MISSING?

If your delivery is lacking a manual or assembly instructions, please let us know at contact@jago24.co.uk and we will happily send you the relevant documents via e-mail.

You should never receive a paper receipt – you will receive a digital receipt via e-mail upon ordering. If you do not receive this e-mail, please check your spam filters. If you have still not received the e-mail, please contact us.

 

Newsletter »

- HOW CAN I REGISTER TO RECEIVE THE JAGO24 NEWSLETTER?

There are three different ways to register to receive a newsletter. In order to ensure that your newsletter arrives in the right inbox, we will send you an activation e-mail. Click on the activation link contained within and you will be registered to receive all future newsletters from Jago24.

You can register:

  • Via the links on our site page, to the right and in the footer (displayed as a letter icon)

  • During orders – whilst placing an order, you can tick a box and enter your e-mail address to register for our newsletter

  • With a Customer Account – if you have a customer account, you can register for our newsletter via the 'My Account' menu option

 

CANCELLING MY SUBSCRIPTION

You can unsubscribe at any time, using any one of three methods:

  • Follow the newsletter link in the footer of the newsletter

  • Send us an e-mail informing us that you wish to cancel your subscription > Contact us <

  • Via your Customer Account, you can access your 'Newsletter settings'

 

Customer account »

- WHAT ADVANTAGES DOES A CUSTOMER ACCOUNT BRING ME?

A customer account gives you access to the 'My Account' menu option, where you can store your personal information in order to make future purchases quicker and easier. You also gain access to our Bonus Points system, allowing you to save money on future purchases, and access to various additional features, such as real-time updates of your order status and the Notebook function.

 

DELETING YOUR ACCOUNT

- HOW CAN I DEACTIVATE A JAGO24 CUSTOMER ACCOUNT?

Please inform us directly if you wish to deactivate your Jago customer account. We will deactivate it, meaning you will no longer receive e-mails from us other than e-mails regarding your specific orders, and will no longer have access to the special features offered by a customer account. It may take some time for your details to be fully removed from our database, especially if you have orders still processing. For more information see our Data Protection Policy > Privacy Policy <

 

Product Comparison »

- HOW CAN I COMPARE PRODUCTS?

Our inbuilt comparison function helps you to decide between products. To compare products, click the 'Compare' button on the right hand side of the page, and then do the same on the page for the second product you wish to compare. From there, click the 'VS' button on the edge of the page to be shown an overview of all your selected products side-by-side.


Notebook »

- WHAT IS THE NOTEBOOK FEATURE?

The Notebook feature is a handy function which lets you save products to return to at a later date, and to send a list of products to friends or colleagues, whether as gift suggestions or a purchase list.

To use this feature you must have a Customer Account.

 

SAVING PRODUCTS IN THE NOTEBOOK

- HOW CAN I SAVE PRODUCTS?

On the product page of a product you wish to save to your Notebook, simply click the grey text that says 'Notebook' on the right hand side of the page.

 

VIEW AND EDIT YOUR NOTEBOOK

- HOW DO I ACCESS MY NOTEBOOK?

You can find your Notebook in the 'My Account' section, under the heading 'My Notebook'. From there you can edit your Notebook, share its contents with others, and place products from your Notebook into your basket.

 

Voucher codes »

REDEEMING VOUCHER CODES

- I HAVE A JAGO24 VOUCHER CODE: HOW DO I USE IT?

You can redeem voucher codes in the Basket section. Enter your voucher code into the field near the bottom of the page and click 'REDEEM CODE'. The voucher code will then be displayed in the price summary and your new total will be updated to reflect the applied discount. Discount codes can only be used once.

Partial redemption of a voucher code is not possible – the whole value must be redeemed at once. Any excess cannot be saved for later use and will not be reimbursed as cash or credit.

If you have entered a code, but do not wish to use it for this transaction, it can be removed via a link in the price summary.

 

CAN I USE THE VOUCHER CODE ON OTHER PLATFORMS OR SHOPS?

Voucher codes can only be used on the Jago24.co.uk shop. They are not valid for purchases made from eBay, deal websites, or Jago24 pages from other countries, such as Germany.

 

HOW LONG IS MY VOUCHER CODE VALID FOR?

There are different rules for gift vouchers and promotional codes.

  • Promotional codes are occasionally issued by Jago24 during the course of a promotion or advertising campaign. These are usually subject to a minimum purchase restriction or are a percentage discount, and have a limited validity, which will be clearly listed.

  • Gift vouchers are valid for three years from the date of purchase.

 

CAN I USE MORE THAN ONE VOUCHER CODE AT ONCE?

  • Promotional codes cannot be combined with one another. Promotional codes can be combined with gift vouchers.

  • Gift vouchers can be used in conjunction with one another, to a maximum value of £500.

 

WHAT HAPPENS TO MY VOUCHER CODES IF I CANCEL OR RETURN MY ORDER?

  • Promotional codes will not be returned to you, and are considered to have been used even if you return or cancel your order.

  • Gift vouchers will be refunded if you cancel or return your orders, either by the provision of a new voucher code for the outstanding amount, or by renewing your original gift voucher.

 

HOW ARE THEY SUPPLIED?

All of our voucher codes will be supplied via e-mail in a PDF format. If you do not have the programme necessary to open a PDF, you can download it for free at http://www.adobe.com/products/reader.html?promoid=DJDXD.

 

CAN I RETURN A VOUCHER CODE?

As with any other product, there is a right of return for voucher codes. Voucher codes can only be returned for a refund if they have not already been redeemed.

 

MY VOUCHER CODE DOES NOT WORK – WHAT DO I DO?

First, please double check that you have not accidentally put in any incorrect characters, such as a space at the beginning or end of the code. Remember that codes are case-sensitive.

If your code is definitely correct but is still not working, please check that it is still valid – it may have reached its expiry date.

If neither of these issues are the cause of the problem, please contact us and we will help you.

> Contact us <


Safety seal »

- WHICH QUALITY AND SAFETY SEALS DO YOU USE?

We use a variety of seals to guarantee the quality and safety of our products, including:

  • GS Seal – Geprüfte Sicherheit (Safety Tested)

  • TÜV Bauart geprüft (Type Approved)

  • TÜV Geprüfte Benutzerfreundlichkeit (Proven Customer-friendly)

  • Öko-Tex Textiles Vertrauen (Confidence in Textiles)

  • Comodo Secure

 

GS SEAL – SAFETY TESTED

- WHAT IS THE GS SEAL?

GS stands for 'Geprüfte Sicherheit', the German for 'Safety Tested', and proves that the product is in compliance with all necessary German safety and legal requirements. We work with a variety of accredited and respected international testing centres, such as the Tüv Süd, Tüv Rheinland, Dekra, Intertek, and Kema. The safety standards demanded by these centres are high, and are in compliance with EU standards, meaning that our products are suitable and safe for British customers.

For more information, click on the name of each test centre to be directed to their website.

 

BAUART GEPRÜFT – TYPE APPROVED

- WHAT DOES 'TYPE APPROVED' MEAN?

This seal means that the product matches all legal requirements, and that the production process has been monitored and approved by qualified test centre staff.

The majority of our BG seals are obtained from the accredited Tüv Rheinland test centre in Germany.

 

TÜV GEPRÜFTE BENUTZERFREUNDLICHKEIT – PROVEN CUSTOMER-FRIENDLY

- WHAT DOES 'PROVEN CUSTOMER-FRIENDLY' MEAN?

This typically means that the product has achieved an accreditation from the Dekra test centre.

  • Öko-Tex Textiles Vertrauen (Confidence in Textiles)

 

ÖKO-TEX TEXTILES VERTRAUEN – CONFIDENCE IN TEXTILES

- WHAT DOES 'CONFIDENCE IN TEXTILES' MEAN?

This is a specific seal designed to designate products that have been tested for harmful substances and are in accordance with national laws.

 

COMODE SECURE - SSL ENCRYPTION

- WHAT IS SSL ENCRYPTION?

Comodo Secure is a seal confirming that a site is SSL encrypted, which means that the transfer of data during the purchase process is encrypted and protected, helping to keep your personal details safe. If you have JavaScript enabled on your computer, hover the mouse over the Logo (a small padlock) and text which reads 'Authentic & Secure Site' should appear, meaning you can browse and order with confidence.

 

Trusted Shops »

- WHAT DOES 'TRUSTED SHOPS' MEAN?

Trusted Shops is a worldwide standard. A Trusted Shops logo means that the authenticity and privacy protection standards of a site, as well as delivery standards, have been tested. Click on the Trusted Shops Logo to find out more, and verify the authenticity of our site.

Please note, the Trusted Shops logo visible during the checkout process is not clickable.