Drop us a line
In common with most professional services, our practitioners are self-employed and therefore need to manage their diaries efficiently. We therefore operate a strict cancellations policy requiring all clients to give us a minimum of two business days’ (48 hours) notice of any cancelled session. The full fee is payable if sufficient notice is not given.
Help & Faqs
Has an error crept in when placing your order?
How annoying! Unfortunately, it is generally no longer possible to make changes to your order once you have received the order confirmation. This applies to the number and selection of products, the delivery address and the payment method. Vouchers can also no longer be taken into account at this time. We are very sorry about this!
If you do not wish to receive the goods under these circumstances, you can of course cancel the order, refuse to accept the parcel or return the product.
How can I cancel my Dorrazone order?
You can cancel your order yourself within the first hour. Go to the order status here. Simply enter your order number and email address to access your order and cancel it within the deadline.
What can I do if I can no longer cancel independently?
After the deadline of one hour, you are welcome to request a manual cancellation by contacting us. We will then immediately check whether we can still cancel the order. Unfortunately, we cannot guarantee this.
Please note: Be sure to select the "Cancellation" option when using the contact form. This is the only way we can process your request with the highest priority and find a solution in your favour as quickly as possible.
Can several of my orders be combined?
Have you placed several orders directly and would like to merge or combine them so that they can be dispatched together? Unfortunately, such a combination is not possible for technical reasons. We apologise!.
What is this error message about?
If the error message The shipping method "XY" is blocked for your current shopping basket, the country in your delivery address stored in your customer account and that of the respective Jaassa online shop do not match.
How can you solve the problem yourself?
Is your delivery address in Ireland? Then please use the Irish online shop. If you want to receive your parcel in Austria, please use the Austrian Jaassa shop etc. Simply select the correct shop and then place your order.
For an overview of all countries and all shop URLs, please take a look here!
Do you have further questions?
You are still receiving an error message even when using the correct shop? Please contact us so that we can check your customer account and adjust it to your current delivery address if necessary.
Why was my order cancelled?
Where can I check whether my order has been cancelled?
You can easily check the status of your Dorrazone order here. All you need is your order number and your e-mail address.
What is the automatic cancellation all about?
There can be various reasons why your order was cancelled. The most common reason, however, is that the payment was not correctly completed or confirmed. This means that your (PayPal) account has not been debited.
If you would still like to receive the order, you can simply repeat the order in your customer account.
Why were parts of my order cancelled?
We are very sorry that we were unable to deliver all the treats you ordered. Unfortunately, it can sometimes happen that the availability of individual products changes at short notice. We are very sorry about this! You will of course be informed by e-mail and the price of the unavailable goods will be refunded immediately. Your remaining order will be dispatched as soon as possible.
Please note: Unfortunately, for technical reasons, it is not possible to add another product to your order instead. Nevertheless, we hope you enjoy your new Dorrazone products!
A product was delivered damaged or you have another reason for complaint?
We are very sorry that there is a reason for complaint with your Dorrazone products. In this case, please use our complaint form to report your damage quickly and easily.
How can I complain about a product from my order?
Please use our complaint form: Simply enter your order number and your email address and select the products affected. You can easily select a reason for your complaint here. Please attach meaningful photos to your message so that we can resolve the matter as quickly as possible and in your favor.
A matter of taste
We put a lot of effort into our product selection; however, as we all know, tastes differ, so it may be that you are not 100% satisfied with one or the other product. In these cases, too, we are of course happy to receive your feedback, but we must ask for your understanding that we cannot replace or refund a product that is of perfect quality. Maybe you can get a good friend excited about the product instead?
What can I do if my package is damaged?
If your package is damaged or the packaging is torn, we would ask you to report the damage to us. Please attach photos of the damage so that we can deal with your issue as quickly as possible.
We ask that you do not return the product without asking. Returns with damaged products will not be processed and any payments will not be automatically refunded.
