Frequently Asked Questions

The following information should help answer any queries you have.  If not, drop us a note to hello@jackandvictor.com

I placed an order, why didn't I receive an order confirmation?

You should automatically be emailed an order confirmation as soon as your payment has been processed.  Please check your junk folder if you can't see it.  Otherwise, please email hello@jackandvictor.com with any details of your order you have. 

When will my order arrive?

As soon as your order leaves our warehouse you'll receive an email to say it's on it's way.  For all UK orders this will include a Royal Mail tracking code and link.  For all International orders you will receive an email from our shipping partner as soon as your order is on it's way with all their relevant tracking information.

For an idea of delivery times please see here 

I paid for Royal Mail 48 hours tracking delivery - why hasn't it arrived yet?

Your order should arrive around 48 hours after it's left our warehouse, not from when you placed your order.  It can sometimes take up to 3 days if it's a busy period.  We cannot be responsible for any unforeseen delays.

Your order may also have been a pre-order and therefore won't arrive 48 hours after you place the order, but instead after your order has been dispatched. Please check your confirmation email and also our website for details on any pre-orders.

How can I track my order?

All the tracking information will be included in your email as soon as it's dispatched.  Please check your junk email folder.

My tracking code says my order's been delivered but I don't have it - what can I do?

We can double check tracking for you but you'll need to contact the delivery operator directly if you don't agree with their status.

Why can't I buy more than 2 bottles or one pair of glasses?

We have limited stock of both and want as many of our fans as possible to enjoy them.  We're currently capping orders at 2 bottles and 1 pair of glasses.  If any orders are processed with more than this we reserve the right to cancel that order and refund the total value.

Why didn't I get a signed bottle?

Signed bottles are limited and dispatched completely at random.  Lucky orders have their plain bottle swapped for a signed one.  We cannot guarantee you a signed one, nor can you buy one.

I've changed my mind - can I cancel my order?

As long as your order hasn't been dispatched from our warehouse, you can cancel your order and we'll issue a full refund. 

My order has arrived, but I don't want it anymore - can I return it?

We want you to be 100% happy with your order.  You've got 14 days to let us know if you'd like a refund.  Email returns@jackandvictor.com with your order number and we'll help you from there.  We ask that all returns are sent back to us in good condition and in the original packaging.

All refunds will be paid to the same bank account within 14 days of receiving the returned product(s).

We will only reimburse the cost of returning items where they were delivered in error or the items were damaged or defective.

My order has arrived and part of it is damaged - can I return or replace it?

Email us with your order number and photo's of the damaged item(s) - hello@jackandvictor.com.  We'll endeavour to replace any damaged items where stock allows.