FAQ

What should I do if I notice an error after I have sent off the order?

Please contact our shop team at international@jacob-shop.com or call the service hotline via +49 (0) 571 9558-333.

Can I still order via telephone?

Telephone orders are still possible. Please contact our sales team at the service hotline via +49 (0) 571 9558-201.

What does "partial shipment" mean?

For each order you have a choice in the shopping cart between a total shipment and a partial shipment. If you would like to receive the goods as partial shipment, you can indicate this in the shopping cart by choosing the "partial shipment" option. If you would like a total shipment, you can indicate this with "total shipment".

Please note: Multiple partial shipments can lead to higher delivery costs than one total shipment which contains all of the ordered articles.

After your purchase you will receive an order confirmation via email as usual. As soon as the shipments leave the warehouse you will receive a separate email for each partial shipment, each with a shipment number.

Shipment tracking

You will receive an email once your order leaves our logistics centre. This email includes the shipment number with which you can track the shipment anytime online via our logistics partners (UPS, Hellmann Worldwide Logistics).

Why must a newly entered delivery or billing address first be checked by the service team?

Checking a new address is a security measure to prevent shipping to wrong addresses and causing unnecessary costs and delays.

Why is the CSV file I have uploaded for a quick order not being accepted?

Your own original file might not match the example file. Please download the example file and compare it with your original, or simply use the example file for your quick order directly.