ALL PRE-ORDERS SHIPPING FROM 25TH NOVEMBER

FAQs

Frequently Asked Questions

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

Will I definitely get my order in time for Christmas?

If you place your order before December 16th we're confident that it will arrive in time for Christmas.  Orders placed after this date are unlikely to arrive in time.

We are at the mercy of our shipping partners and any delays they may experience, so please order as early as possible so as not to be disappointed.

As soon as your order is on it's way, you'll receive an email with all the tracking details.  This is the best way to keep informed of it's movement.

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 with all the necessary tracking information.  It should take 48 hours from when it leaves us, but there can be some unavoidable delays.  Keep an eye on your tracking information and it you're unsure about anything email hello@jackandvictor.com

I paid for a 24 or 48 hours tracked delivery service- why hasn't it arrived yet?

The time your order takes to arrive with you starts from when it leaves our warehouse; not from when the order was made. 

Our shipping partners may also experience some delays to their service.

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.

 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. 

I've placed an order but want to add or remove items from it - can you help?

We can't add items to existing orders.  Instead, we can issue a refund for you to place a new order.  As soon as refunds are made you will receive an email confirming this. 

As long as the order hasn't been processed, we can remove items and refund you for these only.

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.