FAQ

Shopping at Jean Graver is simple:

1. Choose the product you like.
2. Review the product details and measurements.
3. Add the item to your shopping cart.
4. Enter your delivery address.
5. Select your payment method.
6. Confirm your order.

After your order is completed, an automatic order confirmation email will be sent.

Because most of our products are one-of-a-kind, we recommend not waiting toolong before making your purchase. Once a product is sold, it is usually
impossible to restock the exact same item.

Yes. After your order is successfully completed, an automatic confirmation email will be sent.

The email usually includes:
• Order number
• Product information
• Delivery address
• Payment summary

If you do not receive an email within a few minutes, please check your spam or junk mail folder.

No. Since Jean Graver is an online store, products cannot be physically inspected before purchase.

For this reason, we provide as many photos, measurements, and descriptions as possible. Your legal consumer rights under European Union regulations remain valid after delivery.

For security and accuracy, orders can only be placed through our website. However, our customer service team is always happy to assist you before or after your purchase.

There is normally no purchase limit. However, additional verification may be requested for unusually large orders or for security reasons.

Favorites allow you to save products and review them later. However, adding an item to Favorites does not reserve it. Since most Jean Graver products are one-of-a-kind, another customer may purchase the item first.

We aim to provide secure and convenient payment options.

Available payment methods may vary, but generally include:
• Credit Card (Visa, Mastercard, etc.)
• Debit Card
• PayPal
• Bank Transfer (when available)
• Other Shopify-supported payment methods

All payments are processed through secure payment providers and your card details are never stored by Jean Graver.

Unfortunately, no. Once an order has been
placed and payment has been completed, the payment method cannot be changed.
Please check your payment method carefully before completing your order. If you
experience a payment issue, please contact our customer service team.

This means that your payment is still being verified by our system. Depending on your bank, PayPal, or your selected payment provider, this process may take a few minutes. Once the payment has been confirmed, your order will be processed automatically.

Discount codes must be entered during checkout. In most cases, they cannot be applied after an order has been completed. If the code is still valid, you may use it on a future order.

Refunds are calculated based on the amount actually paid, not the original product price.

All orders are shipped with DHL.

After payment confirmation, your item is carefully prepared, quality-checked, and securely packaged. Orders are usually handed over to DHL within 1–3 business days.

A tracking number will be sent by email so you can follow your shipment step by step.

Deliveries within Germany usually take 2–5 business days. Delivery times may vary depending on location, public holidays,
and DHL operations.

Yes. In many cases, you may choose a DHL Packstation or DHL Paketshop as your delivery address. This option is especially useful if you are not at home during the day.

If nobody is available to receive the package or if the address is incorrect, DHL may hold the package temporarily or redirect it to a collection point. In some cases, the package may be returned to Jean Graver.

Please contact us within 48 hours of delivery and provide:
• Your order number
• Photos of the damage
• Photos of the packaging

We will review the case and offer an appropriate solution.

If your order has not yet been handed over to DHL, changes or cancellations may still be possible. Please contact customer service as soon as possible.

You can add or update delivery addresses in the Addresses section of your customer account. You may also enter a different delivery address during checkout.

Please make sure all address information is correct:
• Full name
• Street and house number
• Postal code
• City
• Country

Under EU consumer rights regulations, eligible products may be returned within 14 days of delivery.

Returned items must be:
• Unused
• Unwashed
• Undamaged
• Suitable for resale

Once the item has been inspected and approved, your refund will be processed.

Yes. If you have not yet shipped the item
back, you may cancel your return request by contacting customer service.

Refunds are usually issued through the same payment method used for the original purchase. Processing times may vary depending on your bank.

In some cases, yes. Please contact customer service before sending multiple returns in one package.

Please contact us and provide:

• Your order number
• Photos of the item
• A short description of the problem

We will review the case and provide an appropriate solution.

Please contact us as soon as possible and send clear photos of the issue. If the defect is confirmed, a free DHL return label will be provided and return shipping costs will be covered by Jean Graver.

Photos help us verify the issue quickly, understand the problem, avoid unnecessary shipping, and provide a faster solution.

Normal wear includes minor color changes, natural fabric aging, and small signs of previous use.

Defects include:
• Tears
• Holes
• Major stains
• Broken zippers
• Missing parts
• Undisclosed damage

Any significant defect affecting the purchase decision will be clearly mentioned in the product description.

Jean Graver products come from different brands, collections, and production years. Therefore, two items with the same size label may fit differently.

We recommend comparing the measurements listed in the product description with a similar garment you already own.

No. Most products are carefully selected second-hand garments.

Before being offered for sale, every item is:
• Carefully inspected
• Quality checked
• Cleaned
• Redesigned
• Reviewed again

Laser engraving and creative design work transform each garment into a unique fashion piece.

Yes. Because many items are second-hand, minor signs of wear may be present. Small differences caused by artistic laser engraving may also exist.

If a noticeable defect is present, it will always be clearly shown in the photos and description.

Every garment has its own history, fabric characteristics, color variations, and design details. For this reason, exact duplication is usually impossible, making most products truly unique.

You can create a free customer account using your name, email address, and a secure password.

With a customer account you can:
• Track orders
• Save delivery addresses
• Save favorite products
• Enjoy faster future purchases

Please make sure your email address and password are correct. If necessary, use the 'Forgot Password' option to create a new password.

Favorites help you save products for later viewing. However, they do not reserve products.