Frequently Asked Questions
We are happy to help you with questions about ordering, delivery and all other concerns.
If you still have questions and/or problems, you can always contact our customer service.
Why can't I see the prices in the shop?
In order to see the prices in the shop, you must be a studio owner and have registered in our shop. Registration is free of charge.
Why should I register as a studio?
To receive an overview of the prices, you can register once. The registration process is simple and takes little time and effort. You will benefit from future time savings as your data will be saved, and you can also expect various advantages.
In your own account ('My Account') you gain:
- Overview of the advantageous prices of all products and offers.
- Overview of your contact, company and invoice data (multiple addresses possible).
- Overview of current orders.
- Overview of previously placed orders.
Why can't I log into my account after registering?
Our customer service will verify your registration and unlock your account. The verification usually takes 24 hours. If you would like to have your account activated sooner, please contact our customer service.
What should I do if I have forgotten my password?
If you have forgotten your password, you can request a new password. You can do this by clicking on the 'Forgotten your password?' link, at 'My account'. Simply enter the e-mail address you used to register. You will then receive an e-mail with a link to reset your password.
What should I do if I can't find my product(s)?
If you cannot find the product you have always ordered, it could be because the product is currently out of stock. Your personal contact can put you on the waiting list and recommend another item if necessary.
How can I change the contents of 'My Shopping Basket'?
You can change the desired quantity for each product by typing it in. You can also remove products from the shopping basket. After each change, click on the 'Renew' button to save the new content. You can then continue shopping or go directly to the checkout to complete your order.
How can I change the current order?
Once you have placed the order in the online shop, you cannot change the order online. To exchange the item or to order another one in addition, contact our customer service.
Can I cancel my order?
If you wish to cancel an order, please contact our customer service. Only if the order has not yet been dispatched can it be cancelled.
Does cancelling my order have any consequences?
If you cancel the orders, you will not incur any cancellation costs as long as the order has not yet been dispatched. Once the processing of the cancellation has been completed, you will see the status of your order under "My account" as "cancelled".
What do the different prices mean?
Consumer price: this is the recommended price for which you can sell products to your customers.
Studio Price: the price you pay as a tanning professional.
To which countries can the shipment be made?
The JK Cosmetics Shop supplies tanning salons and beauty salons throughout Europe. For more information on the countries and shipping costs, click here.
Why am I charged VAT?
According to the legal regulations, we are obliged to charge VAT. If you order in Germany, we charge the statutory sales tax. If you order from abroad in the EU zone, we charge the applicable national VAT rate if you have not entered a VAT ID in your account.
Can I track my shipment?
You can track your shipment using UPS's tracking system. When your order is shipped, you will automatically receive an email with your order details. The link provided will take you to UPS's 'Tracking' service. Here you can see exactly where your package is and how long the shipment will take to arrive.
Can the orders and the invoice be sent to different addresses?
Of course: You can specify a different delivery address. If you choose this option, we will send the parcel to your delivery address and the invoice to the billing address. You can enter several addresses under 'My Address Book' via 'My Account'. When billing, select the desired billing and delivery address.
What is the procedure if I have received an incorrect or defective product?
If you have received defective or incorrectly delivered items, please contact our customer service. Our staff will be happy to help you.
The customer service department will provide you with all information needed to make use of your warranty. Your invoice also serves as proof of warranty. Therefore, please keep the invoice.
Can I exchange items?
Products cannot be exchanged at JK Cosmetics. If you are not supplied with the correct items or with defective items, this is a complaint. Please contact our customer service.