Questions and Answers

In order to make your shopping experience as pleasant as possible, we compiled the most frequently asked questions for you. Here you will find the most important information on the ordering process, the delivery, our payment methods, advice on returns and valuable tips for the use of Jones’s online stores.

 

If you still have queries, you can contact us by email on service@jones-fashion.com or by telephone.

Order

How do I place an order at the Jones online store?
Select an item and place it in the shopping bag by clicking on the button “Add to bag”. By clicking “To checkout” you will get to a page where you can enter you login details. You can choose between shopping without registration or creating a new customer account, in the case that you do not have an account with us already. Please enter your details into the required fields. By pressing the button “Next” you will get to a choice of payment methods. Please select a payment method and click on “Next”. Before finalizing your order, you will be able to view your order incl. all costs. After reviewing your order you can complete your order by clicking on “Submit order”. You will subsequently receive an email confirming your order.
Can I order by telephone?
Naturally, you have the option of ordering via our service hotline. If you are ordering from Austria, simply call the following service hotline: 0810 - 9005009**
For telephone orders from Germany please choose this service hotline: 01802 - 987789** and for orders from Slovenia choose this service hotline: 080 - 2702.
For telephone orders we will create a visitor’s account at the online store. Since we take the protection of your data very seriously, payments via credit card, sofortüberweisung.de (immediate transfer for deliveries to Germany)/EPS or PayPal are unfortunately not possible.
How do I find my dress size?
On our detailed pages, you’ll find a size guide. Simply enter your measurements – the system will calculate your correct dress size, which you can then order.
How can I redeem vouchers?
If you have dragged an item into the shopping basket and are in the process of ordering, you can enter your online-code in the box “Voucher” in the 1. Step of the order “Shopping bag”. The value of the voucher will be deducted from your order value automatically. Please note that we can only accept online vouchers in our online store.
Is there a minimum order value?
There ist a minimum order of € 40.
Is there a maximum order value?
The maximum order value depends on several factors. Amongst other things, it depends on whether you have previously ordered from us via your customer account and which payment method you chose. The limit for the respective payment method can be found on the page Delivery & Payment Method or in the answer to the question “Which payment method can I use?” under Payment & Shipping. 
Can I change or cancel the order after completion?
You can contact our customer services to change or cancel your order before shipping. Simply send an email to service@jones-fashion.com or call us on our service hotline 0810 - 9005009** for orders from Austria or on 01802 - 987789** for orders from Germany or on 080 - 2702 for oders from Slovenia.
I have not received my order, but according to the delivery status I should have - what should I do?
We kindly ask for your patience. Maybe your parcel was delivered to your neighbour. Or perhaps you weren’t at home at the time of the delivery. Then your delivery man will surely come by a second time.

Payment and Shipping

Which payment method can I use?
At the Jones online store you can use the following payment methods:

Credit card Mastercard/VISA
Your credit card will be charged with the commission.
In the case of a return, you will naturally be credited again with the appropriate amount. Please make sure you enter your credit card details correctly, especially the credit card number and the check digits (e.g. verification code).
The maximum order value of a payment with a credit card amounts to 2500.00 euros.

Invoice via KLARNA
Klarna handles the invoices for us as an independent financial service provider. On receipt of the goods, you have 14 days to transfer the amount.  At the beginning a smaller amount will be accepted. But this accepted amount will be continuausly increased. Please make sure, that your invoice address corresponds with your delivery address, in order to use the purchase on account. Further, a positive credit history has to be present.

sofortüberweisung.de (immediate transfer for deliveries to Germany)
With the service sofortüberweisung.de, the customer fills in a transfer form on the shop’s website about his/hers own online banking. After sending the form off, we can get your order ready for dispatch. We grant payments with sofortüberweisung.de a limit of 2500.00 euros.

EPS (for deliveries inside Austria)
Should you wish to pay with EPS, you have to choose the payment method in the online store. After choosing your bank in charge of the account, a connection is made with your online banking. There, as is usual, you register with your user ID and PIN. The billing information will be conveyed to us automatically – entering the amount and the reference will not be required! As usual, the transfer will be confirmed with a TAN. Subsequently, the bank will transfer the payment onto us immediately. With this you have completed your payment quickly and conveniently, and we can deliver the goods to you as fast as possible.
We grant payments with EPS a limit of 2500.00 euros.

PayPal
PayPal works like an account on the internet, with which you can pay conveniently and securely. Anyone with a bank account or a credit card, can pay using PayPal easily. In order to do this, you just need to register on the PayPal website, upload funds to your PayPal account or - even more convenient – debit the amount via debit advice or credit card from your account.
When choosing PayPal as a payment method in the checkout area, you will be transferred to the PayPal page by clicking on the “pay now” button. Here you start the payment yourself and will receive an email confirmation from PayPal as well as from Jones checkout.
For payments with PayPal we grant you a limit of 2000.00 euros.
Which countries does Jones deliver to?
Currently Jones delivers to Austria, Germany and Slovenia. More countries of delivery are being considered, but are not being offered at the moment.
How much are the delivery charges and how long does the delivery take? 
The delivery charges for a delivery within Austria, Slovenia and to Germany amount to a flat rate of 3.90 € per shopping basket. There is no delivery charge  when your order is over €150. You will receive your order within 4-5 working days.
Can I indicate a different delivery address?
You are welcome to enter a different delivery address. In order to do this, choose the section “separate delivery address”. There you can enter your desired delivery address. With a different delivery address, we can only offer you secure payment methods (credit card, sofortüberweisung.de, EPS and PayPal) for safety reasons.
Can I keep track of my parcel?
As soon as your parcel is on its way, you will receive a delivery confirmation via email from us. In this email, you will find a tracking code, with which you can monitor the status of your order.
What are the bank details for Jones?
Please transfer your billing amount for orders with payment method payment on account via KLARNA to the following bank account:

KLARNA AB

For Austria: For Germany:
IBAN: AT351910000044039000 IBAN: DE13760700120500154000
BIC: DEUTATWWXXX BIC: DEUTDEMM760

Returns and Exchanges

How can I send back goods that were ordered and delivered?
For the simple and cost-free return shipment, please use the return stickers and the returns note, which are enclosed in your order. Simply stick the address label onto the parcel and drop it off at your nearest post office. Please retain the original parcel delivery receipt in the event of any queries. For any returns we credit the reffering amount on the used payment device. If you decided invoice via Klarna, you can easily deduct the amount of return when you transfer the money of your invoice.
Can I also return the goods at my Jones store?
Yes, it’s possible to return the goods you bought online at a Jones store. HERE you can find the stores, where it is possible to return your goods.
Can I exchange goods as well?
Unfortunately, an exchange at our online store is not possible due to technical reasons. However, you are welcome to return the items that do not appeal to you and place a new order with us.
In what kind of condition must the goods be in so that I can return them?
We gladly take back goods that didn’t meet your expectations without further ado within 14 days of you having received them. Kindly note, that the goods have to be in a condition which is expected after ordinary testing, such as trying it on in the shop. Additionally, the goods must still have the original labels attached. If we notice signs of usage, we will send the goods back to you and invoice you for the amount in question.
The same terms apply to reduced goods.

Online account und newsletter

What benefits does an online account offer?

An online account has a wide range of benefits:
- 3% online voucher with every purchase (payout with an online voucher twice per year)
- Overview of all your orders online and shipment tracking
- Quick order process, as your details are stored

What advantages does the Jones newsletter offer?
The Jones newsletter always keeps you up to date!
Be among the first to hear about the exciting Jones online sales and offers.
How can I unsubscribe from the Jones newsletter?
Unsubscribing from the newsletter is of course possible at anytime. To do so, please visit our newsletter webpage.
What do I do if I forgot my password?
No problem! Simply use our „Forgot password?“ function. To do so, just visit the login screen and click on the link „Forgot password?“ on the upper right hand side. Here you can enter your email address and will promptly receive an email, which will guide you through the process of resetting your password. You will get to a separate screen where you can enter a new password for your account.
Is my data secure?
Data protection is very important to us. This is why all your data is saved with a 128 Bit SSL encryption.

Service

I have questions about my order, whom can I contact?
We are happy to answer your questions via email or telephone.

E-Mail: service@jones-fashion.com
Service-Hotline AT: 0810 - 9005009**
Service Hotline D: 01802 - 987789**
Service Hotline SI: 080 - 2702

Where can I find the addresses of the Jones stores?

Just use our Storefinder. When you enter your postcode and/or your city, all the Jones stores within a distance of 5 km will be displayed including their addresses and opening times. Please come and visit us at one of our stores! Alternatively, you can view all the Jones stores HERE.

Settings

What display settings are recommended?
To get an optimal view of the Jones online store, please set the resolution of your display to a minimum of 1024x784.

Which browser settings are recommended?

The Jones online shop supports the updated versions of the following browsers:
- Mozilla Firefox
- Internet Explorer
- Chrome
- Opera
- Safari

Please make sure that cookies and Java are activated.

In case of problems displaying the Jones online shop, the following might help:
- in 99% of the cases deleting the cookies and the temporary internet files
- adjusting the settings of your firewall, your anti-virus programmes or, if applicable, any other security programmes installed on your computer.
- contacting the system administrator within a company’s intranet.

Which cookie settings are recommended? What are cookies?
Cookies allow the web server to store information (cookies) on the computer of the user. They allow our systems to recognize your browser and enable you to use features on our website such as helping you keep track of items you put into your shopping bag between visits to our online shop.
So-called cookie-killers like „Web-Washer“ or „Internet Clean“ make sure that your cookies are continuously deleted. If you want to place items into your shopping bag, please make sure you deactivate the continuous deleting of your cookies beforehand.
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Rose Gesellschaft m.b.H.
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