FAQs
1. What products do you sell?
Answer: We sell tableware and dining products designed for everyday home use. Our products are intended to help customers prepare, serve, pour, and enjoy meals or drinks more easily. Please review each product page carefully before placing an order, including size, material, structure, color, care instructions, and product usage details.
2. What currency do you use?
Answer: All prices, shipping fees, order totals, refunds, and payment transactions on jademugs.com are processed in Euros (EUR). If your payment method uses another currency, your bank, card issuer, PayPal, Stripe, or digital wallet provider may apply currency conversion rates or additional fees.
3. What payment methods do you accept?
Answer: We accept the payment methods displayed at checkout, including Visa, Mastercard, American Express, PayPal, Discover, JCB, Apple Pay, and Google Pay where available. Available payment options may vary depending on your location, device, browser, card issuer, and payment provider. For more details, please review our Payment Policy.
4. Do you store my payment information?
Answer: No. We do not directly collect, store, access, or retain your full card number, CVV, payment password, bank login details, or other sensitive payment credentials on our servers. Payments are processed securely by third-party payment service providers, including Stripe and PayPal where available.
5. How do you protect payment and customer data?
Answer: We use reasonable technical and organizational safeguards, including secure checkout pages, SSL/TLS encryption, encrypted data transmission, payment tokenization, fraud-screening tools, secure payment gateways, restricted access controls, website monitoring, malware protection, system updates, and secure hosting practices. Payment security is also supported by professional processors such as Stripe and PayPal.
6. Do you ship worldwide?
Answer: Yes. We provide worldwide shipping services, including delivery to Germany, Europe, and other international regions where carrier service is available. Shipping availability may vary depending on destination address, carrier coverage, customs requirements, local regulations, remote-area restrictions, and logistics limitations. For full shipping details, please review our Shipping Policy.
7. How long does order processing take?
Answer: Orders are normally processed within 1–4 business days after successful payment confirmation. Business days do not include weekends or public holidays. Processing time is separate from shipping transit time and may take longer during peak seasons, promotional periods, holidays, severe weather, payment verification, or unexpected logistics delays.
8. What are your shipping fees?
Answer: For orders shipped to Germany, the shipping fee is EUR €4.99, and free shipping is available for orders of EUR €89 or more. For orders shipped to other European regions, the shipping fee is EUR €12.99, and free shipping is available for orders of EUR €129 or more. For orders shipped to other regions worldwide, the shipping fee is EUR €16.99. Final shipping fees will be shown at checkout before payment is completed.
9. How long does delivery take?
Answer: Estimated delivery time depends on the destination, carrier service, customs clearance, local delivery conditions, and package routing. Orders shipped within Germany are generally delivered within 5–9 business days after dispatch. Orders shipped to other European regions are generally delivered within 7–14 business days after dispatch. Orders shipped to other international regions are generally delivered within 10–20 business days after dispatch.
10. When will my tracking information update?
Answer: After your order has been shipped, tracking information will be sent to the email address provided at checkout when available. Tracking details may take 48–72 hours to update after the package is handed over to the carrier. If tracking does not update immediately, please allow additional time for the carrier system to scan and display shipment movement.
11. Which logistics carriers do you use?
Answer: We work with third-party logistics carriers and delivery partners. Depending on destination, package size, shipping route, and service availability, orders may be handled by DHL, Deutsche Post, DPD, GLS, Hermes, UPS, FedEx, local postal services, regional courier partners, or other logistics providers.
12. Will I need to sign for delivery?
Answer: Some packages may require a signature upon delivery depending on the carrier, destination, order value, or local delivery rules. Please make sure your shipping address, phone number, email address, postal code, apartment number, and delivery details are accurate before placing your order.
13. Who is responsible for customs duties and import taxes?
Answer: For orders shipped within Germany, no customs duties or import taxes apply. For orders shipped to other European Union destinations, customs duties generally do not apply, but VAT or other local charges may apply where required by law. For orders shipped outside Germany or outside the European Union, customs duties, import taxes, VAT, brokerage fees, or other local charges may be charged by the destination country, customs authority, or carrier. These charges are the responsibility of the customer unless otherwise required by law.
14. What should I do if my package arrives damaged?
Answer: If your package arrives damaged, has missing items, contains an incorrect product, or shows signs of delivery problems, please contact us within 48 hours after delivery. Please provide your order number, clear photos of the product, photos of the damaged area, photos of the outer packaging, photos of the shipping label, and a brief description of the issue.
15. What is your return period?
Answer: We accept return requests within 30 days after the package is delivered according to the tracking record. To qualify for a return, you must contact us within this 30-day period and receive return authorization before sending any item back. For full details, please review our Refund and Returns Policy.
16. What condition must returned items be in?
Answer: Returned items must generally be unused, clean, undamaged, complete, and in resalable condition. All original packaging, labels, manuals, accessories, lids, handles, matching pieces, protective inserts, boxes, or other included parts must be returned where applicable. Items that have been used for food or drinks, washed, stained, scratched, chipped, cracked, broken, modified, missing pieces, or damaged due to improper use may be refused or subject to a partial refund after inspection.
17. Who pays for return shipping?
Answer: If the return is caused by customer preference, wrong item ordered, incorrect address provided by the customer, or change of mind, the customer is responsible for return shipping costs. If the return is caused by our error, such as sending the wrong item, or if the item arrives damaged or defective and the issue is verified, we may provide a prepaid return label, reimburse reasonable return shipping costs, offer a replacement, or provide another appropriate solution.
18. How long does a refund take?
Answer: Approved refunds will be issued back to the original payment method used for the order. Refunds are typically processed within 7 business days after the return or refund request has been received, inspected, and approved. After we submit the refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, digital wallet provider, or other payment provider.