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FAQ

ACCOUNT

Do I need to have an account to shop with you?
Jaked.com uses Smart Checkout technology which makes your purchasing process quick and easy. You won’t need to create an account; you’ll just proceed to the order the first time and the website will remember your account for next purchases.

How do I create an account?
In the top right part of the home page, click on the icon “My Account” and fill in the form for new clients. Following the registration, you’ll receive an email to confirm your account. Once the account is confirmed, you can proceed to purchase.

How do I sign into my account?
In the top right part of the home page, click on the icon “My Account” and enter your email address and password in the “Sign in” tab.

Can I modify my account details after registration?
Yes, you can modify your details any time. Login and access your personal area and enter your new details.

Can I change my password?
For security purposes, we don’t have access to our users’ passwords. Click on forgotten password and you’ll receive a message with instructions to follow in order to create a new password safely.

ORDER

How can I place an order?
Click on the desired product to view the product details, including specific info on the item. To place the order, click on “Shop now”. You can also add the product to the cart directly on the menu by clicking on the related icon showed on the image. Proceed with checkout and enter your billing and shipping addresses. Select the payment method and review and confirm your order. After payment, the order will be placed.

How do I know that my order has been placed correctly?
After placing the order, you’ll receive a confirmation email which informs you that your order has been received. You can find it in the order page by entering the reference details. You can also access your order history from your account.

I received an error when placing my order, what should I do?
You can screenshot the page where the error occurred or copy the error message and send it to support@jaked.com for further assistance.

How can I view my order?
To view your order information and history, sign into your account and go to your orders in your personal area. Select the order number and click to visualize it. If you purchased without registration, enter your email address and order number in the order page.

How can I activate a promo code?
After adding the desired products to the cart, you can add the promo code in the checkout stage. If the promo code is not working, please verify if it’s still valid and not obsolete and refer to Terms and conditions. If you need further assistance, you can contact us at support@jaked.com.

Can I use more than one promo code on my order?
Unfortunately, it is possible to use only one promo code for each order. Promo codes are not cumulative.

*The item I want is not available, what should I do? *
You can click on the “let me know when it’s back in stock” in the desired product page or you can contact us at support@jaked.com. Moreover, if you subscribe to our newsletter, we’ll keep you updated on all new arrivals.

Can I amend or cancel my order?
It is possible to amend or cancel the order until confirmation that payment is received. After payment is received, it is no longer possible to amend or cancel the order. This includes changes to size or colour, removal or addition of items, amendments to the billing address and payment method. It is advised to check the order before completing the purchase. If you need assistance, you can contact us at support@jaked.com.

PAYMENT

What payment methods does Jaked.com accept?
Jaked.com accept the following payment methods:

  • Credit Card
  • Bank Transfer
  • PayPal
  • Cash on delivery (COD) (only in Italy)
  • Satispay
    Payment must be made by the Customer at the time of the online order or cash on delivery directly to the courier at the time of delivery of the parcel.

What currencies does Miriade.com accept?
Euro is the only accepted currency.

Is payment secure?
Jaked guarantees maximum security thanks to the most utilized encryption solution in the market. In fact, by clicking on the owned credit card, the Customer will be redirected to the payment website supervised by the company Adyen that implements the security standard SSL. In the context of fraud prevention, Jaked employs 3D Secure payment for orders paid with credit cards Visa and MasterCard. 3D Secure (also called Verified by Visa or Mastercard SecureCode) is a payment system with authentication that allows to reinforce the security during online purchases.

How are my personal data processed and stored?
All transactions are safely processed in order to guarantee maximum security of personal data to Jaked.com Customers. Jaked.com Customer’s financial information (credit card number, credit card expiry date and other personal data) will be exclusively processed by Adyen and will never be stored and/or known by Jaked.com. All relevant information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent. For further details, please read the Privacy Policy of Jaked.com.

My payment has been declined, what should I do?
Kindly try again and input the correct information such as log-in details, card number, expiry date, etc. If the problem persists, you may contact your issuing bank or try an alternative payment mode. If you require further assistance, please contact us at support@jaked.com.

Do prices of products shown on the website include VAT?
Yes, all prices of products shown on the website include VAT.

How can I receive an invoice?
In order to receive an invoice, you can tick the “I want an invoice” box in the checkout stage. A tab will appear where you shall enter your invoicing details.

SHIPMENT

How long will it take for me to receive my order?
Delivery is made indicatively within 1-2 working days from dispatch to most Italian locations and within 3 working days from dispatch to Europe (for some postcodes of Norway and Portugal 3-5 working days after the day of dispatch).

How can I track my order?
After the order dispatch you will receive a confirmation message and/or email with your tracking code for checking and/or rescheduling shipment.

Where does Jaked.com ship to?
Jaked.com ships to Italy and European Union countries.

How much are the shipping costs?
Shipping costs are automatically calculated during checkout according to weight and zip code.

Can I choose when to receive my order?
When the parcel will be given to the courier, and/or the day of delivery, you will receive a notification by email and/or SMS indicating the date (or time frame) of the scheduled delivery. If you won’t be available for delivery, you can choose to change the date.

Can I change the delivery address?
Yes, following the order dispatch you will receive a confirmation message and/or email with your tracking code for checking and/or rescheduling shipment. You can modify the delivery address and choose one of the following options:

  • delivery to a different address
  • pickup from a post office, Punto Poste or Locker
  • deliver to neighbour or doorman
  • delivery to a safe place
  • that the order is kept in storage while you are on holiday

What happens if I am not present at the time of delivery?

In case of absent recipient, the service guarantees two automatic delivery attempts. In case of non-delivery at the first attempt, the courier will leave a notice to inform the recipient that a second delivery will be attempted the following working day. In case of absent recipient also at the second attempt, the courier will leave in the mailbox a notice with info on the post office where the recipient shall pick up the parcel in the following 10 working days, Saturdays included.

Can I pick up my order in-store?
Unfortunately, in-store pickup is not available yet. You’ll be able to pick up your order in all Jaked Stores starting from Dicember 2021.

I still haven’t received my order, what should I do?
If you still haven’t received your order after the scheduled delivery date, please track your order to verify shipment status. You can contact us at support@jaked.com for further assistance.

RETURN AND REFUND

How can I return or change one or more items?
The return must necessarily take place at the expense and under the responsibility of the Customer within 30 days following delivery and only on the condition that returned items result intact and unused. In order to return one or more items to Jaked.com, the Customer must respect mandatory conditions listed in the “Returns and refunds” section. The Customer is supposed to follow the instructions listed on the form attached to the parcel or the instructions for returns and refunds placed inside the parcel.

If my order is cancelled, how will I be refunded?
You’ll be refunded through payment of the item amount with same payment method used for purchase. The reimbursement will be made with credit card (if the order was paid by credit card), PayPal (if the order was paid by PayPal) or bank transfer.

NEWSLETTER

How can I stay informed on new arrivals and promotions?
You can subscribe to our newsletter by entering your email address in the “Subscribe to the newsletter” tab or by ticking the “I want to receive the Newsletter” box at the time of registration.

CUSTOMER CARE

How can I get in contact with you if I have further questions or issues?
You can contact us at the email address support@jaked.com or call the phone number +39 0818266701 from Monday to Friday from 9.00 am to 6.00 pm, excluding holidays. Alternatively, you can contact us on our social media or through the Contact form.