customer service

Don't panic! Since we ship sustainably, you will receive all information about your order exclusively by email. This includes not only the order confirmation or the invoice, but also the return documents.

Would you like to return one or more products? Simply send us an email to support@jacks-beautyline.com or use our returns portal .

As soon as you have registered your return with us, you will receive the return documents. We would like to point out that we do not provide a return label. You would have to bear the costs of return shipping yourself.

We offer you a right of return within 14 days of receipt of the goods. The condition for the right of return is that the goods are unused and unopened. Please notify us of your return in advance by email at support@jacks-beautyline.com. As soon as you have registered your return with us, you will receive the return documents. We would like to point out that we do not provide a return label. You would have to bear the costs of the return shipping yourself.

We ask for your understanding that, for hygiene reasons, we cannot take back products that have already been opened and used. We would have to dispose of them immediately and this does not correspond to our understanding of sustainability. But perhaps you can make a nice person in your circle happy with the product?

The high-quality and vegan ingredients in our products are dermatologically tested and approved. However, every skin behaves differently and can therefore react to certain ingredients. Therefore, we cannot completely rule out certain intolerances or allergies. However, the positive feedback from our customers shows us that this only occurs very rarely or not at all. Sometimes the skin just needs a moment to get used to the new ingredients. Especially when you switch from conventional ingredients to natural ingredients.

Unfortunately not. Please understand that we can only accept a complaint if the product was purchased through our webshop. Please contact the shop where you purchased the product.

We apologize that you have not yet received a final response to your return! It can actually take up to 14 working days.

Thanks for your understanding.

If you have not received a credit note five days after we have received proof of receipt of the return, please contact our customer service at support@jacks-beautyline.com, stating your order number. We will be happy to take care of your request immediately.

Please note that free products must also be returned if the return causes the value of the order to fall below the minimum order value for receiving the free product. Of course, you can keep your free product, in which case we will deduct the original price from your refund.

Unfortunately, an exchange is not possible for technical reasons (logistics process & payment processing). You can simply reorder the desired color in the webshop.

Would you like to return one or more products? Then simply send us an email to support@jacks-beautyline.com. As soon as you have registered your return with us, you will receive the return documents. We would like to point out that we do not provide a return label. You would have to bear the costs of the return shipping yourself.

After receiving and processing your return, we will refund the purchase amount to the payment method you used to place the order. You can choose your payment method again to reorder the product in a different color.

Thank you for your inquiry!

Basically we offer the following payment methods:

• PayPal
• credit card (MasterCard, Visa Card, American Express)
• KLARNA purchase on account
• Google Pay
• Apple Pay
• Amazon Pay

Please note that for each order we reserve the right not to offer certain payment methods and to refer you to other options.

The payment method “purchase on account”, for example, is processed by an external financial service provider. This decides on the basis of various criteria whether the respective payment method is ultimately offered.

We have no insight into or influence over these criteria. If one of these payment methods is not offered to you, we ask you to use one of our other available payment methods such as credit card, PayPal or instant bank transfer.

Thanks for your understanding!

If you have chosen KLARNA purchase on account or PayPal as your payment method, we are unfortunately not allowed to make any changes.

Likewise, your chosen payment method cannot be subsequently changed to KLARNA purchase on account or PayPal.

We ask for your understanding that this is not possible due to the requirements of the respective payment providers.

For the KLARNA payment methods purchase on account or direct debit, KLARNA decides based on various criteria (e.g. credit check) whether the respective payment method is possible.

Unfortunately, we have no insight or influence over these criteria. If this payment method is not offered to you or you receive an error message after selecting it, please use another payment method offered.

Thank you very much for your understanding!

With this payment method, you usually have 14 days from the invoice date to settle your invoice, i.e. you only pay when you have received the goods. The invoice date begins when your order is dispatched.

You will receive the exact invoice date and the necessary payment information for your transfer directly from the payment service provider KLARNA to the email address you provided in your order. Please note that for data protection reasons, we cannot change the email address you provided for receiving the invoice.

Please make sure that you transfer the amount to KLARNA and not to JACKS beauty line.

Your order within Germany will reach you within 1-3 working days, provided there are no unforeseen delays with the shipping service provider.

For deliveries to Austria or Switzerland, we need 8-10 working days - assuming there are no unforeseen delays with the shipping service provider.

As soon as your order has been handed over to the shipping service provider, you will receive a shipping confirmation including shipment tracking, also by email, from us.

Since every order that has already been placed is immediately prepared for shipping, a change of address is unfortunately no longer possible.

A little tip: With most shipping service providers, you have the option of requesting changes to the delivery directly online via shipment tracking.

The shipment tracking information is included in the shipping confirmation. You will receive this by email as soon as your order is on its way to you.

Germany: For orders over 70€, delivery within Germany is free. For orders under 70€, shipping costs 4.90€.

Austria: For orders over 150€, delivery to Austria is free. For orders under 150€, shipping costs 8.90€.

Switzerland: For orders over 150€, delivery to Switzerland is free. For orders under 150€, shipping costs 14.90€.

We are very sorry that you did not receive your order!

In this case, we unfortunately cannot resend your order and ask you to place a new order in our shop.

Please check your stored address details beforehand, there may be a typo.

If you have any further questions, please contact us by email at support@jacks-beautyline.com.

In this case, please also contact us by email at support@jacks-beautyline.com.

Please let us know the correct shipping address for the change in the email. The package will be automatically sent back to us if it cannot be delivered. We will then send the package again to the correct address.

We are sorry to hear that your shipment arrived damaged!

Please send an email to support@jacks-beautyline.com with pictures of the package. We will then arrange everything else for you.

We are very sorry that your shipment seems to have been lost!

Is the shipment status of your package no longer changing?

We would be happy to commission an investigation for you.

However, since unforeseen delays can occur with the shipping service provider, this is only possible if the last shipment status has not changed for more than 10 working days.

To help you quickly, please send an email to support@jacks-beautyline.com.

The shipment status shows a successful delivery to you, but you have not received the package?

We will be happy to check the delivery details for you and, if necessary, commission an investigation. Please contact us by email at support@jacks-beautyline.com.

You will receive the shipping confirmation as soon as your order has been picked up by the shipping service provider.

Please also check your spam folder, as some email programs strictly filter our emails.

If you have any further questions, just send us an email to support@jacks-beautyline.com - we will be happy to help you!

As soon as your order has been handed over to the shipping service provider, you will receive a shipping confirmation from us by email.

Simply click on the linked word "Delivery status" in the shipping confirmation and you will automatically be redirected to the shipment tracking.

Please note that it may take up to 24 hours for shipment tracking to become active.

If the shipment status of your order has not changed for 10 working days, please contact us by email at support@jacks-beautyline.com

We ask for your understanding that unfortunately we do not offer express shipping.

Your order number always starts with a hash (#).

You can find them in the order confirmation or in your account in the order overview.

Unfortunately you can't find your order number?

Don't worry - in this case our Customer Care Team can help you quickly. It's best to send us an email to support@jacks-beautyline.com and provide all the details and/or the address of your order so that it can be found easily. Thank you!I

If you have not received an order confirmation, there may be various reasons.

Have you checked your spam folder yet? Maybe the order confirmation ended up there, some email providers filter our emails.

Or maybe there was just a mistake in the email address you provided? In this case, it's best to contact our customer service at support@jacks-beautyline.com. They can change your email address quickly and easily.

Another possibility is that the order process was not completed successfully. This can happen, for example, if there were problems with the payment. In this case, it is best to contact our customer service at support@jacks-beautyline.com so that the process can be resolved quickly.

No! You can complete any order with us without registering.

To do this, simply select the option “Checkout as a guest” during the ordering process and follow the next steps until the purchase is completed.

We are very sorry, but it is not possible to order by phone. Please place your order via our online shop. Thank you!

Do you need help choosing your order? Feel free to use our personal beauty consultation. You can book your free 20-minute online consultation via Google Meet using this link: www.jacks-beautyline.com/pages/beauty-booking

Alternatively, we also offer a Whats App video consultation. To book an appointment, please contact us at support@jacks-beautyline.com.

We ask for your understanding that we are currently unable to offer gift wrapping for your order.

If you have a customer account with us, you can check the status of your order via the "My Orders" overview after logging in.

As soon as your order is ready for dispatch, you will receive a shipping confirmation including shipment tracking from us by email. Please check your spam folder, sometimes our emails are filtered.

If your order is shown as "in progress" in your customer account, unfortunately the order could not yet be completed.

This is usually the case if the transfer of the payment takes some time.

Please understand that no changes can be made to existing orders.

Therefore, it is neither possible to cancel individual items from an order, nor to exchange them or add others later.

Of course, you can return individual items after receiving the goods. To receive an additional item, please place a separate order in our online shop.

Unfortunately, orders placed in parallel cannot be combined into one delivery.

It's a pity that you want to cancel the order.

To ensure a quick and smooth shipping, each order is immediately forwarded to shipping preparation and, in the next step, is packaged ready for shipping.

Once your order has been shipped, cancellation is unfortunately no longer possible.

Until then, we can check whether a cancellation is possible. Please contact us by email at support@jacks-beautyline.com.

If you receive this message, the code was probably not transmitted correctly.

Try to highlight the code, then copy it and then enter it into the voucher field to avoid errors when entering it. Make sure there are no spaces before or after the entry.

Our vouchers are usually subject to certain conditions.

Some codes are only valid for certain items. Have you already used the code? Please note that each voucher can only be used once.

If the code refers to a free item, please make sure you add the item to your shopping cart and then enter the code.

For the vouchers that we display directly in the banner, you will be directed to the correct page.

For all other promotional vouchers, we always tell you the exact conditions via Instagram.

Depending on whether it is a discount code or a voucher, you can enter your voucher in the shopping cart under "Discount code" or "Gift card" and then select "Add".

The credit will be deducted directly from your shopping cart.

When redeeming discount or promotional vouchers, please pay attention to the associated conditions.

Only one voucher/code can be used per order. Please also note the individual conditions that apply to the respective vouchers or discount codes.

Unfortunately we cannot add any codes or vouchers to your order afterwards, please excuse us.

Oops, that's annoying, but don't worry!

Please simply contact us by email at support@jacks-beautyline.com. We will be happy to check the voucher and, if necessary, provide you with a replacement code!

Your digital gift voucher is valid for 3 years from the date of purchase.

Very good question!

Protecting your privacy is just as important to us as it is to you.

We therefore do everything in our power to ensure that your data is as safe as possible with us and that you retain an overview of the data processing that affects you.

All information about the protection of your data can be found in our privacy policy on our website.

If you have any further questions, please feel free to contact us at any time by email at support@jacks-beautyline.com

We are pleased that you are interested in our newsletter!

Simply scroll down on our homepage - there you can sign up for the newsletter. Please note that email addresses from T-Online are unfortunately not accepted by our server.

What a pity that you are no longer interested in hearing news from us!

To unsubscribe from the newsletter, please scroll to the very end of a newsletter. There you will find the "Unsubscribe" button.

If you just need a short break, you can always sign up to receive the newsletter on our website.

To change your billing or shipping address, please log in first.

Then click on the little man in the top right corner to go to your customer account.

On the right side you will now find the option "My details". Change your data accordingly and then click on "Edit" to save the changes.

Please note, however, that this change is not retroactive and only affects orders placed after the change.

To change your password, please log in first.

Then click on the little man in the top right corner to go to your customer account.

On the left side you will now find the option "Change password".

Please enter your current password first and then choose your new password. Now just click on "Edit" and you're done!

No worries!

Directly under the customer account login ("Log in") you will find the note "Forgot password". Follow the instructions there to request a new password. You will receive your automatically generated new password immediately by email. Please note that we cannot send you a password if you have previously placed your orders as a guest.

If you are not sure whether you already have a customer account, please send us an email at support@jacks-beautyline.com - we will help you as quickly as possible!

Is it possible that you have placed your previous orders as a guest and perhaps you have only registered for our newsletter with your email address?

If this is the case, unfortunately no customer account has been created and therefore no password can be sent for it.

If you have registered with an incorrect email address, please first change your email address in your customer account by logging in again with the "wrong" address.

If you have any further questions, please contact us by email at support@jacks-beautyline.com.

Since this is particularly sensitive data, please contact our customer service directly by email at support@jacks-beautyline.com. We will take care of your request immediately!

Thank you.

We appreciate you and want to give something back to you! The JACKS Club is a loyalty program for you as our loyal customer, in which we reward you with benefits exclusive to JACKS Club members.

Simply use the registration form available on the JACKS Club page. If you already have a customer account, you just need to log into your existing account and agree to your free JACKS Club membership.

You can use your points by redeeming them for exclusive JACKS Club products or simply use them directly in your shopping cart for an instant discount.

We are of course fair and will give you your points retroactively, as long as your last purchase was no more than 30 days ago. Register with the JACKS Club today and your points will be credited to you.

You can collect points with every purchase or by signing up for our newsletter, entering your birthday, following us on Instagram or referring a friend.

It's that easy to collect 1500 points and save your friend 10€ on their first purchase:

To do this, use the “Complete activity” button in the “How to collect points” overview. If you click on it, you will see an individual link that you can simply copy or send to your friend via WhatsApp or email. As soon as your friend purchases something for at least €35, you will receive 1500 points credited to your account after 7 days.

If you are a JACKS Loyalist, you can watch the Masterclasses by Miriam Jacks free of charge. To do this, make sure you are logged into your customer account. Select the Masterclass you want, add it to your shopping cart and click on buy. You will then receive it for the price of €0.

Once you have completed the checkout process, you can watch your masterclass immediately or later via a link that you will receive separately in an email.

You only receive these points by actively clicking on the “Follow @jacksbeautyline” button. You will then be redirected to the JACKS beauty line account on Instagram and can follow us.

As soon as you enter your birthday in the “How to collect your points” section, you will receive 100 points as a birthday reward.

We will also give you a €10 voucher for your next purchase at JACKS beauty line. You will receive this automatically by email to celebrate your special day.

As a JACK Club Community member, you will receive an annual voucher from us that you can use once for free shipping directly in your shopping cart.
To do this, make sure that you are logged into your customer account during the checkout process.
Attention: Free shipping is not applicable in combination with discounted sets or other discount codes.

As a JACKS Club Family member, you will receive three vouchers by email, which you can redeem once in your shopping cart for free delivery. You can also find your vouchers in the JACKS Club at any time.
To use it, make sure that you are logged into your customer account during the check out process.
Attention: Free shipping is not applicable in combination with discounted sets or other discount codes.

As a JACKS Club Loyalist , you automatically receive free shipping at all times. To do this, make sure that you are logged into your customer account during the checkout process.
Attention: Free shipping is not applicable in combination with the Set Creator (Look of the Month).

Put your desired products in the shopping cart and proceed to checkout as usual. If you are shopping on a desktop, you will see a slider on the right-hand side of the screen that you can move back and forth until you have reached your desired instant discount. Then click on “Redeem points”. The discount will then be automatically deducted from your shopping cart total. If you are shopping on a mobile device, you can use your instant discount by clicking on “Show order summary & discount code” when checking out. There you can then select your desired discount. The amount of the redeemable discount depends on the number of points you have collected. Please note that you must be logged into your account to be able to redeem your points.

Unfortunately, the instant discount cannot be used in combination with other codes, the Set Creator or the Basic Sets.

Unfortunately, this is not possible. As soon as you enter a different code, your instant discount will be credited back to your JACKS Club account. Unfortunately, you cannot use your points on your set from the Set Creator or a Basic Set.

It is very easy to save with the points you have collected. For example, for 1,000 points you will receive an instant discount of 10€. If you recommend JACKS beauty line to a friend, you can collect 1,500 points.

Your points are valid for twelve months. But don't worry, as long as you shop for your favorite products with us within these 12 months, your points will not expire. We will also send you an email reminding you to redeem your collected points.

You will keep your status for 12 months.

This means that if, for example, you have reached 2,500 points and are a JACKS Family member, you will remain in this status even if you redeem all of your collected points for rewards. This status is guaranteed for 12 months. If you make a purchase with us within these 12 months for another 2,500 points, your status will automatically be extended for another 12 months.

As soon as you have collected enough points to receive your desired product, you can add it to your shopping cart for free with your existing purchase. To do this, go to the JACKS Club page, select your desired JACKS Club product by clicking on “Receive reward” and confirm again. Your selected JACKS Club product will then be added to your shopping cart for free and you can complete the purchase as usual.

You will receive your full points 14 days after your purchase.

As soon as the return is registered in our system, your points balance will be automatically adjusted.

Unfortunately, your redeemed points will not be automatically refunded if you return an item. Please contact us via support@jacks-beautyline.com to have your points credited back to your account.

During the analysis, your personal color type is determined based on your picture. The main focus is on analyzing the interplay between hair color, eye color and skin tone. Based on the analysis results, you will receive suitable product suggestions that have been put together by Miriam JACKS.

The Woow Club is a German company based in Berlin that specializes in technologies related to customer analysis and product recommendations. The analysis was tested with the help of over 25,000 users before it was used as a service by us, for example.

Your data will be used by Woow Club exclusively for analysis and will not be passed on to third parties. We (JACKS beauty line) use your analysis results to be able to suggest suitable products to you in the future.

You can have your data deleted at any time. Just tell us the email address you used to register and we will delete your data, including the image you uploaded.

We ask you for your name so that we can later send you your ideal products in a personal email.

You can have your data deleted at any time.