Frequently Asked Questions

Please note that, once placed, we are unable to cancel your order. We are sure that you will be delighted with all of our wonderful toys and games, however, if you wish to return the items once you have received them, please contact customer services who will be able to assist you further.

Jaques of London gifts cards are digitally sent to the email address you use to complete your order. In instances where this is ordered as a gift, you can then forward the email to a friend or loved one. Please note, our gift cards are not a physical product, and cards are not redeemable for cash. All purchased gift cards will automatically expire after 12 months If for some reason your gift card email does not arrive, please contact our customer services team within 2 weeks of placing your order.

If your parcel has been lost, you need to notify us within 21 days as we only have 25 days to raise the issue with the courier. Please complete our customer contact form and a member of our Jaques customer care team will get back to you.

Please note, once your gift messaging has been submitted at checkout and the purchase has been made, we cannot remove or amended the gift message. It is also, not possible for us to add a gift message to your order retrospectively.

Unfortunately, we cannot amend orders once they are processed. For instance where you do not wish to keep your order, please contact our customer service team and they will send you a returns form.

We ask that you contact us if you have not received your order by the expected delivery date.

Unfortunately, you cannot add to an order after it has been placed and payment has been processed. If you need to order additional products, please make an additional order.

Unfortunately, after the order has gone through, it is not possible to change the delivery address. If your order is returned to us at any point, we will of course issue a refund for the goods via the original route paid.

Unfortunately, as per our terms and conditions, we are unable to add discount codes retrospectively. Discount codes must be entered at checkout, so please check it has been entered before you pay.

All products are designed and sold as whole units. Therefore, we are unable sell items separately. If your order has a missing piece, it is necessary to contact our customer service team as soon as possible so that we can help to rectify the issue. We offer a 90-day manufacturing warranty.

The delivery window will depend on the products you have ordered and the shipping option you chose at checkout. Please view our delivery options. Orders placed after 1pm Monday-Friday and on a Saturday, Sunday or Bank Holiday will be processed on the next working day.*

Please note bespoke delivery costs for remote areas are not covered in our standard shipping zones and may experience longer delivery times. These will be quoted to you at the point of purchase. *Working days are Monday to Friday.

The delivery timeframe for your order begins once it has been processed by our warehouse team, not at the time of order placement. For example, if you place an order on a Monday after 1 pm, it will be processed on Tuesday, as orders placed after 1 pm are processed the following working day. If you selected our standard shipping option (3 - 5 working days), this timeframe will begin from the processing day (in this case, Tuesday) rather than the time of your order. Your order would be expected to be delivered on or before the following Tuesday.

Our Couriers can take up to 24 hours to scan in your parcel once they have collected it from our warehouse. Your tracking will not begin to update until our couriers have scanned your item. If your tracking has not updated after 48 hours from receiving your tracking number, please contact our customer service team.

All our orders are trackable if you supplied your contact details when placing your order. You can find your Tracking details in your Shipment Confirmation email that should be sent to you to alert you that your order is being prepared at our warehouse.

If you tracking is stating that your order has been deliver, but you have not received your parcel please contact our Customer Care Team. You need to notify us within 21 days as we only have 25 days to raise the issue with the courier. Please complete our customer contact form or email gameon@jaqueslondon.co.uk and a member of our customer care team will get back to you.

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.

If your parcel has been delivered to your property and has been left in a safe place by the courier (photographic evidence has been provided), but you find your parcel to no longer be there, you must contact our Customer Care Team immediately. You will be asked to complete our Stolen Parcels Claims Form. If you claim is successful our team will offer to send out a replacement order for you. Please note that our policy is to replace stolen parcels only and we do not offer refunds.

If your order has failed to arrive within the delivery times given to you, please contact our customer service team.

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 and taking lots of photos of 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, by contacting our customer service team.

We use Evri, Amazon Shipping, Royal Mail, and Parcel Force as our dedicated couriers. Dependant on the size of your 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.

Please note, if you do not state specific delivery instructions with the shipping courier through your tracking details, your parcel may be left in a safe place at your delivery location, including at your front door. The shipping courier will update your tracking to specify where your parcel has been delivered to and a photograph showing the delivery location my also be provided.

Our delivery service covers Mainland UK, but sadly we cannot offer delivery to Northern Ireland, Republic of Ireland or BFPO addresses with in our subscription service. For bespoke delivery costs to Non-Mainland UK, including the Channel Islands, please email our customer services team directly at gameon@jaqueslondon.co.uk. Scottish Isles Deliveries: This is a flat fee of £23.99 for all items on site (including Croquet). International shipping is no longer available.

If you are returning your order you can expect to receive your refund via your original payment method in 7 working days. You must ensure to send a proof of postage receipt to us to receive your refund.

Before trying to return your order, please contact customer services via our contact form and inform them of the items you wish to return and a reason for wanting to return these items. Our Customer Services team will then be able to instruct you further on the next steps.

Please note, Jaques of London does not provide pre-paid labels or cover the cost of return postage.

We offer our customers a returns period of up to 30 days from the date of purchase.

We kindly ask that all customers who wish to make a return contact our Customer Service Team to start the returns process. Please let our team know which items from your order you wish to return and the reason for return. You will then be sent our step-by-step returns process and the returns form.

Please note, Jaques of London does not provide pre-paid labels or cover the cost of return postage.

Once you have paid for the shipping to return your item(s) back to us, please ensure that you retain a copy of your proof of postage.

Once your return parcel has been received back at our warehouse our team will quality check the items you have returned. Providing the items are unused, in the same condition that you received them and in original packaging, a refund will be issued.

You will be notified via email as soon as your return has been processed to. This can sometimes be a few days after we receive your parcel at our warehouse.

For faulty items, in order to be eligible for a return you must notify us of the faulty or incorrect item right away. You will need to supply a receipt or supply the order number for us to verify your details and we will ask you to supply photographs to aid our Quality Control.

Jaques of London is committed to providing our customers with high-quality toys and products that are designed to bring joy and entertainment to families. We stand behind the craftsmanship of our products and are pleased to offer a limited warranty for a duration of 60 days from the date of purchase. Please review the following warranty policy terms for your understanding:

Warranty Coverage: Jaques of London warrants that the product you have purchased is free from material defects in both material and workmanship, subject to the exceptions outlined below. This warranty is exclusively applicable to the original consumer purchaser and can only be claimed within 60 days from the original date of purchase. To initiate a warranty claim, proof of purchase date is required.

Scope of Warranty: Our warranty is applicable to the normal and intended use of the product as it was received by the consumer.

The warranty coverage does not extend to the following circumstances: Damage occurring during transit or delivery; Inadequate care or neglect of the product; Abnormal or misuse of the product; Accidents causing damage to the product; Normal wear and tear due to usage over time; Cosmetic issues that do not affect the functionality; Damage resulting from exposure to natural elements; Failure to follow product usage instructions; Immersion in water, unless the product is explicitly identified by Jaques of London in writing as suitable for water use; Battery leakage or improper installation; Improper assembly, storage, or maintenance; Incorrect servicing or repair attempts; Damage caused by acts of nature, such as fires or other similar events; Any damage or issue that does not arise from material defects in workmanship or material.

Consequential and Incidental Damages: It's important to note that this warranty does not cover any consequential or incidental damages. Jaques of London shall not be liable for any losses or damages arising as a result of product defects.

No Extended Warranties: This warranty represents the complete and exclusive statement of the warranty terms and conditions provided by Jaques of London. No additional warranties beyond what is explicitly stated in this policy shall be implied or extended.

At Jaques of London, we take pride in delivering products of the highest quality, and we are dedicated to ensuring your satisfaction. If you believe your purchased product qualifies for a warranty claim as per the terms outlined above, please contact our customer service team with your proof of purchase and details of the issue.

Thank you for choosing Jaques of London for your toy purchases. Your trust in our products is greatly appreciated.

We can offer a full refund on items purchased within the last 30 days. You will need to supply a receipt or order number and the item will need to be unopened and in its original packaging.

If you are the gift receiver and wish to return the item, we can offer a gift card for the value of the product, as long as the item was purchased in the last 30 days. You will need to provide us with proof of purchase and the product must be unopened and in its original packaging.

Orders purchased from Amazon must be returned through Amazon.

If you have received a gift that is damaged, please contact our customer service team. Please provide proof of purchase and photos/videos of the damaged product. For orders placed within 60 days, we will be able to offer a replacement or a gift card for the value of the product.

If your order has a missing piece, it is necessary to contact our customer service team as soon as possible so that we can help to rectify the issue. We offer a 60-day manufacturing warranty.