FAQ

Customer Services

You can get in touch:

You can contact the After-Sales Team:

Processing your order

To place an order online via our website www.jump.fr/en, you can browse our online catalogue, choose the items you’d like to buy, and click on “Add to basket” then “Checkout”. You can see all the items in your basket by clicking on the icon in the top right-hand corner of your device.

You can only cancel or change your order before the planned shipping date, the following morning.

To cancel or change your order, please contact us using the contact form or by e-mail at commande@jump.fr

Depending on how your e-mail is set up, e-mails from our website may end up in your “Junk” or “Spam” folder.

If you need to get in touch with us, please contact us using the contact form or phone +33 (0)3 88 38 16 44 Monday to Friday, 14:00 – 17:00.

That's a great idea! Just enter the recipient’s address in the shipping address fields and add a message if you’d like to include one with the parcel, for example, “Happy Birthday !” We will print your message out in colour, on A4 paper, and include it in the parcel.

Payments

You can pay for your order by debit or credit card. We partner with the European leaders in online payments, Stripe and PayPal, to ensure your payments are totally secure.

Have you ordered a product from our website that didn’t meet your expectations? You can return the product within 14 days. Once we have received the returned item in its original condition and packaging, we will refund your order to the debit or credit card you used to make the purchase.

Find out more on the “Free Returns” page.

Delivery and Delivery Charges

Your order will be sent within 48 hours of payment confirmation via PayPal or Stripe (excluding public holidays and weekends). You can track your order status in your online account.

Colissimo or GLS. Your parcel can be delivered to your home, work place, or a pick-up point.

Colissimo / GLS
0 to 10 Kg10 to 15 KgDelivery time
Metropolitan FranceFree*Free*48 hours
DOM-TOM150,00 €200,00 €7 days
Europe 1 : Germany, Belgium, Holland, Luxembourg, Great Britain, Italy, Spain, Switzerland27,00 €33,00 €4 days
Europe 2 : Austria, Denmark, Ireland, Portugal, Finland, Norway, Sweden, Hungary, Iceland, Poland, Rep. Czech, Romania, Slovakia, Slovenia34,00 €40,00 €5 days
USA, Canada, Japan, China, Brazil, Singapour92,00 €150,00 €8 days

You can track your order status at any time in your online account.

If you have any queries, please get in touch via the contact form, or e-mail commande@jump.fr or telephone +33 (0)3 88 38 16 44 Monday to Friday, 14:00 – 17:00.

Depending on the carrier you selected when you placed your order online :

  • Colissimo : a card will be put through your letter box, with the date and time of delivery. If you have provided your e-mail address and phone number, Colissimo will send you a notification about your parcel status.
  • GLS : you will receive an e-mail when your parcel has shipped. You can change the delivery address or delivery date, or have to parcel delivered to a pick-up point near you instead.

Claims, Returns and Refunds

You can return any item(s) within 14 days of purchase, following the returns process.

Only “End of Line” products cannot be returned.

To receive a refund, please follow the steps below:

  • Pack the unused item in its original packaging with the original labels, accessories, instructions for use and guarantee in the outer shipping box.
  • Enclose your contact details, order number and refund request.
  • Post the parcel to: JUMP / SAMAR - 18 Route de Dachstein - 67120 MOLSHEIM (Bas-Rhin, France)
  • Once your return has been received and inspected, you will receive a refund within 14 days.

Unfortunately, accidents do happen and we are not responsible for what happens to the goods while they are in transit.

If your purchase has been damaged during delivery, we are very sorry. Please get in touch via our contact form or send an e-mail to commande@jump.fr within 24 hours of receiving the damaged item, including photos and your order reference.

We will send you a replacement as soon as possible, or we will refund your money.

In this case, please accept our apologies. We will fix the problem!  Send us a message via our contact form or e-mail commande@jump.fr within 24 hours of receiving the product.

We will find a solution together!

The amount will be credited back to the debit or credit card used for your purchase via our payment partner Stripe or PayPal within 30 days. Refunds can only be made to the customer who paid for the order.

Frequently Asked Questions

The JUMP® brand has been around for over 40 years.  It was created in Molsheim (Alsace, France) by Bernard Ehret in 1979.  It is a family brand, further developed and enhanced by his sons, Marc and Julien Ehret.

All JUMP® products are designed and developed in our workshops in Molsheim, Alsace, where we decide on the combination of materials, design, choice of leathers and colour combinations. They comply with the strictest standards of robustness.

Our products are manufactured in Asia (China 70%, Vietnam 20%) and Europe (France and Italy) where they are subject to very strict quality controls. We have built up a relationship of trust with the factory managers, who work with real craftsmen and women, and who respect their employees.

All the products shown on our website are available to order (with the exception of products marked “Out of stock”).

Orders are processed and shipped within 48 hours.

All of the material on the jump.fr/en website (texts, drawings, programmes, photographs, names, logos, brands, intellectual works, databases, etc.) is protected by the provisions of the French Intellectual Property Code.  Outside France, these elements are protected by copyright in all the signatory states of the Berne Convention.

In accordance with the French Intellectual Property Code, the reproduction, representation, modification, adaptation, distribution and/or translation of any elements of the www.jump.fr website, in whole or in part, on any medium whatsoever (electronic, paper, etc.) is prohibited without the express prior consent of Société Alsacienne de Maroquinerie.

Any use without express consent would constitute an infringement of copyright under Articles L 335-2 et seq. of the French Intellectual Property Code.  It may also constitute an act of unfair competition according to Article 1382 of the French Civil Code and a violation of image rights and/or personality rights under Article 9 of the same Code.

The Société Alsacienne de Maroquinerie reserves the right to take civil and/or criminal legal action against anyone who does not respect these regulations.

Yes! All our bags and accessories (and suitcases under the Gold Guarantee) are guaranteed for 5 years.

Only the “Jump Boutique” range has a 2 year guarantee.

The USA is not the only country that requires TSA locks!  Other airports have the right to search your luggage without your consent or notice.

Here is a list of countries where a TSA lock is required :

  • USA
  • Canada
  • Japan
  • South Korea 
  • Israel
  • New Zealand 

Other countries are joining the list soon. Why not go straight for a TSA-approved suitcase to make travelling easier in the future ?

Using and looking after your Jump® luggage

No, the soft yet very durable material used in the Uppsala range is a coated canvas bonded to a very strong polyester. Our luggage develops a patina over time. We were the first to use this material for luggage over 20 years ago and we are constantly improving it to make it even more robust.

All the coated and woven materials we use are waterproof (water-repellent).  However, if you put your bags in the shower, water will eventually get in through the seams and zips.

So if you get caught in the rain when you are on your bike or waiting for a bus, your belongings will stay dry, but if you stay out too long in the pouring rain, there is a risk that water will get in.

Do not put it in the washing machine! Simply wash by hand with mild, soapy water (using a brush or cloth). Check out our blog for tips on how to care for your JUMP® luggage.

We carry the same colours for at least 3 years, so that our customers can complete their collection of baggage. If you can't find a colour in store, please get in touch using our contact form or e-mail contact@jump.fr, as we may have it in stock.

Don't panic!  Transport companies (airlines, railways, sea and road) are solely responsible for any damage caused to your luggage or its contents while it is in their care.  In the event of damage, you must report it to the company before you leave the premises (airport, train or bus station, port or ferry terminal), in order to receive compensation.

Customer account

Creating a customer account on our website www.jump.fr/en allows us to process your orders and communicate with you. It also allows you to track your orders and deliveries by logging into your account.

The personal data you provide is only used for the purpose of our conducting our commercial relationship.  Moreover, as part of the GDPR, we use the Axeptio module which allows us to manage your data and delete it automatically after one year.  After one year, you will receive an automatic e-mail, asking you if you wish to delete your customer account on www.jump.fr/en, or if you wish it to remain active.

If you have forgotten the password to log in to your customer account, go to the log-in page and enter your e-mail address, then click on “Forgotten password”.

You will automatically receive an e-mail to reset your password. If you don’t receive this e-mail, please check your spam folder.

If you can’t find this password reset e-mail, please get in touch using the contact form or phone +33 (0)3 88 38 16 44 Monday to Friday, 14:00 – 17h:00.

You can unsubscribe at any time by clicking on the unsubscribe link at the bottom of the newsletter. You can also unsubscribe in your account. Please contact us if you have any issues. We will be happy to help !