Frequently Asked Questions

How long will Delivery take?

The delivery window will depend on the size of your item. Most items are shipped with Amazon Shipping and take between 2-5 days for delivery. Bespoke items come with additional lead times of up to two weeks. Please note bespoke delivery costs for remote areas are not covered in our standard shipping zones and will experience longer delivery times, these will be quoted to you at the point of purchase.

Where is my order?

All our orders are trackable if you supplied your contact details when placing your order – Please always include either a mobile number or email when placing your order so your tracking details can be sent to you. You can find your Tracking details in your Dispatch confirmation that should be sent to you when your order has left our warehouse.

My order has not arrived

If your order has failed to arrive within the delivery times given to you, please contact our friendly Customer Care Team using the 'Contact us' button the help page and completing our form.

if your order is miss delivered due to an incorrect address being inputted at the time the order was placed, Jaques of London are not held responsible for replacing the items. Customers will need to reorder the items under the correct information or take it up directly with the courier.

What if an item is damaged during shipping?

Should a shipment from one of Jaques of London's couriers exhibit noticeable damage caused during transit, we kindly request that you decline the delivery and contact us immediately. However, if you have already accepted the delivery and subsequently discover evidence of shipping-related damage, we highly recommend retaining all packaging materials and associated documentation to facilitate the resolution process.

At Jaques of London, your satisfaction is our priority, and we are committed to ensuring that every aspect of your shopping experience meets our high standards. We appreciate your cooperation and understanding in promptly reporting any shipping damage incidents.

Why isn’t my Tracking Number Working?

Our Couriers may experience delays in processing the huge volumes of orders during peak times. If you have contacted the courier and want to discuss it with our customer services team further, please contact them on 01732 500200.

Which couriers do you use?

We use Amazon Shipping, Royal mail, and Parcel Force as our dedicated couriers dependant on the size of the order and the delivery address. Every order is fully trackable, please do check the tracking sent to your given email address for more information on your delivery.

Delivery Options 

See our delivery times below.

Orders under £35
Standard Items £3.95
2-7 Day Delivery (Tracked)
Standard Items £4.95 48-Hour Express Delivery (Tracked)*
Bulky Items £5.95 2-7 Day Delivery (Tracked)


Orders over £35* (Excluding Croquet Sets)
Standard Items FREE
2-7 Day Delivery (Tracked)
Bulky Items FREE
2-7 Day Delivery (Tracked)


Croquet Sets
Express Croquet Sets £7.95
2-7 Day Delivery (Tracked)
Bespoke Croquet Sets £7.95
7-14 Working Days (Tracked)


*Orders made after 1pm will be processed the next working day. Please note that for Tracked Delivery certain product exclusions apply. Weekends and Bank Holidays are excluded. During peak periods or times of industrial strike action, delivery can experience delays. We kindly ask that you wait the full 7 working days before contacting Customer Services.

Please be advised that Free Delivery over £30 only pertains to our standard (2-7 day) service. Express 48 hour delivery will still be charged for orders over £30.

Returns Policy

We do not offer free returns but we do offer our customers a returns period of up to 60 days from the date of purchase. 

Delivery Details

Our delivery covers Mainland UK, but sadly we cannot offer delivery to Northern Ireland, Republic of Ireland or BFPO addresses. International shipping is no longer available. For bespoke delivery costs to Non-Mainland UK, including the Channel Islands, please call our customer services team directly.

Our Croquet, Chelsea Skittles & Luxury Badminton sets are made in the UK to order so they take a little bit longer to get that high quality finish you expect from Jaques. They currently have a lead time of up to 2 weeks for delivery.