Frequently Asked Questions

Order FAQ's

Can I cancel my order?

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 and urge you to contact customer services with any additional enquiries.

How long will my order take?

Due to peak season, please allow up to a maximum of 10 working days for your order to arrive at your door. We apologise for any delay, but aim to ensure that your selected toys and games arrive with you as soon as possible

We do offer faster delivery, please see checkout for more information. To qualify for next working day delivery, orders need to be made before 2pm.

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.

How do I use my gift card?

Jaques of London gifts cards are digitally sent to the email address you complete your order with. 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. If for some reason your gift card email does not arrive, please contact our customer services team within 2 weeks or ordering it. Please note, gift cards are not redeemable for cash.

All purchased gift cards will automatically expire after 12 months - contact Customer Services if you require an extension.

*Please note that promotional gift cards must be redeemed within 2 weeks of receipt.

What do I do if my parcel is lost?

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 Royal Mail. Call our Customer Services team on 01732 500200.

Can I change my gift message?

Once your gift messaging has been submitted at checkout and the purchase is made, please note that the gift message cannot be removed or amended.

I made an error on my order can I change or cancel it?

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 & they will send you a returns form.

What should I do if my order hasn't arrived?

We ask that you contact us if your order is delayed by more than 10 days.

Can I add to my order after I have placed it?

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

Can I change the delivery address on my order?

Unfortunately, after the order has gone through, it is not possible to change delivery address.

Delivery FAQ's

How long will Delivery take?

Standard delivery can take up to 5 working days during busy periods.

The tracked delivery options will take 2 - 3 days.

For next working day orders, please allow one working day on orders processed before 2pm*.

*Please note that product exclusions apply. Our Next Day Delivery options excludes weekends and Bank Holidays.

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.

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, on 01732500200 or at Gameon@jaqueslondon.co.uk.

Which couriers do you use?

We use Royal mail and Parcel Force as our dedicated couriers – However at peak times we can sometimes use DPD depending on demand.

Returns FAQ's

How long will my refund take?

If you are returning your order you can expect to receive your refund via your original payment method in 7 working days of it being received back at our warehouse.

How do I return an item?

Before trying to return your order, please contact customer services (01732500200 or at Gameon@jaqueslondon.co.uk) and fill in the returns form they supply you with as many details as possible.

What is your returns policy?

We can offer a full refund on items purchased within the last 60 days. You will need to supply a receipt or order number.

What is your gift return policy?

We can offer a full refund on items purchased within the last 60 days. You will need to supply a receipt or order number and the item will need to be unopened and in its original packaging.

Do you accept Amazon returns?

Orders purchased from Amazon must be returned through Amazon.

What is your damaged gift policy?

Please contact customer service with a photo of the damage and your order number / receipt within 60 days of the purchase date.

What if my order has a missing piece?

If your order has a missing piece, it is necessary to get in touch with our customer service team so that we can help to rectify the issue. We offer a 2 month manufacturing warranty.