Support

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FAQs

Delivery 

Q: How long is the delivery time?

A: The delivery time varies from country to country, but the usual is 1-5 working days..

 

Q: How often do you ship out goods from your storage?

A: We send out every day. All orders that are completed before 12:00 is shiped the same day.

 

Q: Where do you ship from?

A: We ship from Denmark.

 

Q: Which postal service do you use?

A: We use GLS and UPS. This gives us the best rates and we can ship worldwide.

 

Q: Can I get my package delivered to my work address?

A: Yes, this is possible. Just be sure that there is someone to receive the package.

 

Q: Do you only deliver to Pakkeshop in Denmark?

A: Yes, to private customers we only deliver to Pakkeshops. When you check out you can choose which Pakkeshop you want it delivered to. You can also choose to send it to your work address, and then it will be delivered within office hours.

 

Q: Can I track my shipment?

A: Yes, we will send you a tracking number as soon as we get it from our courier service. This will be sent to your email address that you have entered when shopping with us.

 

Q: Do I get a confirmation after completing the checkout?

A: Yes, you will receive an order confirmation from us.

 

Q: What happens if I do not pick up my package, or deny delivery?

A: If your package is returned to us we will charge you 40 EUR in compensation for the freight to you, and the return freight.

 

Payment:

Q: What types of payment system can I choose between?

You can choose to pay with Visa, MasterCard, Maestero, American Express and JCB through our very safe partner Epay. You can also choose to pay with Paypal.

 

Q: Is it safe to pay with credit cards on Jumpinshop?

A: When you place an order your credit card information will automatically be approved through PBS via a safe server from Epay. All information is sent in encrypted form. There is therefore no risk for you to shop at jumpinshop.com. You can also read more here:  http://www.epay.eu

 

Q: When is the money charged from my credit card?

A: When you complete an order at jumpinshop.com we make a reservation of the total amount. But only after we ship the product to you the amount is captured and received by Jumpin.

 

Local duty and VAT

Q: Do I have to pay any duties/taxes or VAT when i buy from jumpinshop.com, and if I do not live in Denmark?

A: Not if you live in a country that is a member of the European Union.

 

Q: What if I don't live within EU, do I have to pay any local taxes or VAT?

A: Yes, if you live outside EU, you have to pay local taxes and VAT. But when you shop in our webshop from countries outside the EU we will deduct the our VAT which is 25%. Our courier service will also handle all the import papers and deliver your product straight to your door. All you do is pay the invoice they send you for local VAT and taxes.

 

Support:

Q: When is your customer support open?

A: Our email support is open from 09:00-15:00.

 

Q: Which languages can we reach you at?

A: If you contact us on support@jumpinshop.com we can help you in English, Danish, and German.

 

Washing:

Q: How do I wash my Jumpin?

 A: Maximum is 40 degrees celsius. But we recommend 30 degrees celsius to maintain. Our tips in addition is to turn it inside out, and zip up the zipper fully.

 

Q: Can i dry my Jumpin in a tumbling machine?

A: We do not recommend this at all. This is not good for the fabric or the zippers.

 

Q: My Jumpin is to big, can I shrink it in a tumbler?

A: If you dry it in a tumbler the fabric might shrink, but not the zipper. So you will risk that the Jumpin loses its shape. We recommend you rather change your Jumpin as soon as you can after receiving it and finding out its too big.

 

Exchange & Refund

Q: I have got a size that is not fitting me, can I change into a different size?

A: Yes, we offer this extra service for our customers. In general we have a 14 day open purchase policy. Just make sure that the product is sent back in the same state as it was when you received it. Its also important that the hangtags are on as well.

 

Q: What do I do to make an exchange?

A: Check out the guide on our support page on how to exchange or send us an email to support@jumpinshop.com. If you do not follow these instructions, your return package might take longer time to handle. So please be sure to follow the easy steps in the instructions.

 

Q: How long time will it take before I get a new suit after returning the first one for exchanging.

A: Normal handling time for exchanges is about 14 days. We collect all returns and exchanges and go through them once every 7-10 days. So In most cases we try to do it before 14 days. During and after holiday seasons it might take a bit longer time to handle.

 

Q: Why does the return sheet ask me to fill out an optional suit for exchange?

A: We can unfortunately not guarantee that we have the new suit you want in stock. So to reduce handling time, please inform us of this ahead.

 

Q: Why do I have to pay for the return freight as well when exchanging?

A: Well, the exchange service is just an extra service from us. The Jumpin is a heavy piece of garment, and we want to keep our prices down on the products in general. Be sure to choose your size correctly, and if you are in doubt, don’t hesitate to send us an email and ask us about the sizing.

 

Q: What do I do if I did not like my Jumpin?

A: You have a 14 days refund time. If you are not satisfied with the Jumpin, just send it back to us, and we will refund you the cost of the suit.

 

Q: Can i return my Jumpin bought online in a store that sells Jumpin?

A: In general this is not possible. If you buy it online, you return it through our online system. If you buy in a shop you deliver it directly to the shop. If there is any special circumstances, please send our support team an email and we will try to figure out a solution.

 

Reclamation of faulty items:

Q: I have received a faulty item or wrong item, what do I do? 

A: We try to do our best to make sure that all products sent out to customers are in perfect shape. But sometimes mistakes happen. If this occurs with you, we will of course do what we can to help you. Please contact our support team, or check out our support page to find out what to do. Its always important to contact our support team before sending in any products to us.

 

Q: Do I have to pay for the return freight if the item i received was faulty?

A: No, if the mistake is on our side, we will handle the costs involved for the return freight and the costs for sending you a new product. 

 

Other questions:

Q: What do I do if a product is out of stock?

A: Popular products often run out of stock before we manage to get refills in. If this is the case we usually note a new delivery date on the product, and if not just contact our support team for more info.

 

Q: Can I change/Cancel my order after i have confirmed it?

A: Usually not, we pack and send our goods within the same day, and it all goes automaticly. If you do have any requests, please send us an email immediately after receiving your order confirmation, and we will try to help you out. But there is no guarantee.

 

Q: If i forgot to use my discount code in the checkout, can I still have my discount?

A: Unfortunately no, the webshop system does not allow us to make changes like this.

 

Q: I did not receive my order confirmation, what do I do?

A: Please be sure you are expecting the confirmation to the right email account. If you are sure you are on the right account, send us an email with your name and address, and we will track down your order, and figure out what went wrong.

 

Q: I have an idea or suggestion, what do I do?

A: We are happy to receive suggestions, just email us at support@jumpinshop.com