FAQ
General
Who is Brand Addition, and how are they related to my order?
Brand Addition Ltd. is an international merchant organization hosting and operating the JetBrains Merchandise Store, including the management and fulfillment of all the orders.
How can I redeem a discount code?
If you have a discount code to redeem, you can enter this code at checkout. The amount or percentage discount will be applied to the order if it is a valid code.
When can I reach the helpline?
Customer service, as well as hosting and operating of the JetBrains Merchandise Store, is provided by Brand Addition Ltd. The team accepts phone calls at +44 (0) 1617860204 and handles email requests sent to jetbrains@brandaddition.com Monday to Friday between 9:00 am and 5:30 pm (CET), excluding UK Public Holidays and the whole period from December 24 to January 2.
I am paying on behalf of a business, what do I need to include during checkout?
If you are a business customer, please ensure you indicate this by a) checking the relevant box on the checkout page; b) providing your full business entity information (to which the tax invoice will be raised), and c) for EU entitites, your VAT number. Those details will be validated offline. When placing a business order for the first time, the VAT displayed on orders delivering to the EU may be subject to change, after validation of your VAT number. If this is the case, a new order confirmation will be supplied to you when your order is processed by our team.
Orders
What's the minimum order amount?
The minimum amount for an order is 15 USD, GBP, or EUR, depending on the currency of your purchase. This does not include any taxes, delivery fees, or other charges.
How can I track my order?
Once you complete your purchase, you will receive an order confirmation which will contain your order reference number and order detail. Upon dispatch of your order, an email will be sent to you with tracking information. You will be able to use this to track your order. If you need updates between order placement and dispatch, please reach out to our customer service team at jetbrains@brandaddition.com
Can I cancel my order?
You can cancel your order at any point before it leaves our warehouse. To do so, email us at jetbrains@brandaddition.com. Once your order has been dispatched, we are unable to cancel, but we will work with you to return and refund the order.
Can I return or exchange my order?
Send us an email to jetbrains@brandaddition.com, including the order number and the description of the product you wish to return, and we can usually arrange the return of most products within 28 days. Your items must be new, unused or unworn, unwashed, in their original packaging, and not damaged or altered in any way.
Please note that, except under certain circumstances, you will have to cover the cost of return postage. We advise that you use a tracked or registered mail carrier service for the return and keep proof of receipt from the courier.
We can collect your return if sending it yourself is difficult. Get in touch if you would like a quote.
We can collect your return if sending it yourself is difficult. Get in touch if you would like a quote.
Do I get the cost of shipping refunded if I return my order?
You will only be refunded for shipping for returning your items if the goods are damaged or incorrect on arrival.
My order wasn't correct. What should I do?
Every so often, mistakes do happen, but we do our best to fix them and correct any issues that may arise. If you have noticed that we have made a mistake with your order, please contact us at +44 (0) 1617860204 or email us at jetbrains@brandaddition.com, and we will investigate. Please always include your order number when emailing customer service.
We take great care with our product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colors, we unfortunately cannot guarantee that the product you receive will look exactly as you see it on your computer screen.
We take great care with our product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colors, we unfortunately cannot guarantee that the product you receive will look exactly as you see it on your computer screen.
One or more of my items is faulty. What should I do?
Drop us a line at jetbrains@brandaddition.com, and we will arrange a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault, and a digital photo of any visible issues when getting in touch, it will help us to resolve the problem faster.
Payments
What payment types do you accept?
We accept all major credit/debit cards.
What currencies are accepted for payment?
Our site only accepts payments in GBP, EUR, and USD. For other currencies, a conversion fee may be applied by your financial institution.
Do I have to pay taxes and duties on my order?
All JetBrains Merchandise store orders are shipped from Germany. Thus, for EU deliveries, no duties or taxes will be applicable. For all regions outside of the EU, duties, taxes, and customs clearance may be applicable. Please see the Carriage and Delivery section for more details.
Shipping
Where can my order be shipped to?
We currently offer worldwide shipping, except to the following countries: Aland Islands, Antigua, Aruba, Bonaire, Canary Islands, Central African Republic, Republic of the Congo, Dominican Republic, Fiji, Greenland, Guinea-Bissau, Honduras, Kosovo, Macau, Myanmar, Nepal, Netherlands Antilles, Somalia, St. Helena, Tajikistan, Belarus, Cuba, Iran, North Korea, Sudan, Syria, Russian Federation, Turkmenistan, and Ukraine. At checkout, you will be presented with this list of countries we cover.
Which carrier should I expect my order to be delivered with?
We offer DHL Express for all shipments. In addition, we also offer Warenpost (DAP) service for shipments below 1 KG and under USD 50 in value. All of the available delivery options will be visible at checkout.
How much does shipping cost?
Shipping is calculated and displayed to you at checkout depending on what is in your order and where it is being delivered to.
Do I have to pay additional charges upon delivery?
All JetBrains Merchandise Store orders are shipped from Germany. Thus, for EU deliveries, no duties or taxes will be applicable. For all regions outside of the EU, duties, taxes, and customs clearance may be applicable.
For shipments from our European facility to destinations outside of the EU, where available we will offer a Duties and Taxes Paid (DTP) service to undertake additional tax and import charges on your behalf. If this is available to you, you will see “import charges” applied at checkout.
If you do not see “import charges” it may be that a) import costs are included to some non-EU European destinations, b) we are unable to offer a DTP service to your region or c) your order may fall below the De-minimis value. De minimis value is a price threshold for import-export. If the total value of goods & freight is below this threshold, there is an expectation that duties will not be levied upon import (however local customs may interpret valuations and costs may vary). For a breakdown of the options by country and estimated de-minimis value please click here.
If costs are applied, but you wish to handle your own clearance and payment of duties, please contact our helpdesk to advise immediately after order placement, and we’ll send your order on a DAP service instead.
For orders delivered outside of the EU with Warenpost, we will provide a Duties & Taxes Unpaid (DTU) service, meaning that any applicable duties and taxes will be payable by you to the local post office. Please familiarize yourself with local rules and regulations. If you choose the Warenpost delivery option, it is your responsibility to be aware of such fees and pay them to the relevant authorities. If you have any questions, drop us a line at jetbrains@brandaddition.com, and we’ll try to help you find out the rules at your location.
For shipments from our European facility to destinations outside of the EU, where available we will offer a Duties and Taxes Paid (DTP) service to undertake additional tax and import charges on your behalf. If this is available to you, you will see “import charges” applied at checkout.
If you do not see “import charges” it may be that a) import costs are included to some non-EU European destinations, b) we are unable to offer a DTP service to your region or c) your order may fall below the De-minimis value. De minimis value is a price threshold for import-export. If the total value of goods & freight is below this threshold, there is an expectation that duties will not be levied upon import (however local customs may interpret valuations and costs may vary). For a breakdown of the options by country and estimated de-minimis value please click here.
If costs are applied, but you wish to handle your own clearance and payment of duties, please contact our helpdesk to advise immediately after order placement, and we’ll send your order on a DAP service instead.
For orders delivered outside of the EU with Warenpost, we will provide a Duties & Taxes Unpaid (DTU) service, meaning that any applicable duties and taxes will be payable by you to the local post office. Please familiarize yourself with local rules and regulations. If you choose the Warenpost delivery option, it is your responsibility to be aware of such fees and pay them to the relevant authorities. If you have any questions, drop us a line at jetbrains@brandaddition.com, and we’ll try to help you find out the rules at your location.
How long will it take for my order to reach me?
All of our orders are shipped from our warehouse in Gelsenkirchen, Germany. The delivery time can vary depending on where the order is being shipped. The estimated shipping time depends on your location and will be displayed to you at checkout. If the delivery time is critical, get in touch with our Customer Support team, and we will try our best to find a way to meet your deadline.
How will I know if my goods have been dispatched?
As soon as you’ve placed your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. Upon dispatch of your order, an email will be sent to you with tracking information. You will be able to use this to track your order. If you need updates between order placement and dispatch, please reach out to our customer service team at jetbrains@brandaddition.com.
How will my order be dispatched?
From Monday – Friday, orders made before 12:00 pm (GMT) will be dispatched by our courier that same day and delivered by your choice of courier. Orders made after 12:00 pm (GMT) will be dispatched the next working day and also delivered by your choice of courier.
We don't dispatch or deliver on weekends or public holidays, and orders may take longer to reach certain destinations.
We don't dispatch or deliver on weekends or public holidays, and orders may take longer to reach certain destinations.
What will happen if I miss the scheduled delivery?
All deliveries will be made via a courier service, and a signature will be needed. Please make sure that someone is at the delivery address, as carriers are unable to leave consignments anywhere without a signature. Should this be an issue, get in touch with us at jetbrains@brandaddition.com, and we will work with you to figure out a solution.
If you miss your scheduled delivery and the package is returned to us, we will then contact you to discuss redelivery options with you.
If you miss your scheduled delivery and the package is returned to us, we will then contact you to discuss redelivery options with you.