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Frequently Asked Questions

Order FAQ's

I need to cancel my order?

If you need to cancel your order then please contact us asap at Priority@jaqueslondon.co.uk – Please note this email is for cancelled orders only Customer service enquiries will not be answered from this email address. If you have already received an email confirming your item has been shipped then we are unable to cancel your order.

How long will my Order take?

Due to the increase in demand and the restrictions we have in place to protect the health and welfare of our teams we are experiencing inevitable delays with processing orders. We have also been notified by our couriers that they are coping with overwhelming amounts of orders and have delays for deliveries. We Currently advise that orders are taking 10 Working days to be delivered.

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

Unfortunately we cannot amend orders once they are processed. You can try to cancel your order using the Priority@jaqueslondon.co.uk email and reorder with the correct details.

Can I add to an order I have already made but have not received?

Unfortunately we cannot add products to an order where payment has been made or where the order has been processed. You would need to make a new order with the new items you would like to purchase.

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.

Delivery FAQ's

How long will Delivery take?

Due to the increase in demand and the restrictions we have in place to protect the health and welfare of our teams we are experiencing inevitable delays with processing orders. We have also been notified by our couriers that they are coping with overwhelming amounts of orders and have delays for deliveries.

The Team are working tirelessly to ensure that you receive your order as quickly as possible. Please delay contacting us if you have placed your order within 10 working days as this is the expected delay for order deliveries. However, if you still have not received your order after 10 working days please contact us using the contact us button in the help page.

Why isn’t my Tracking Number Working?

Our Couriers are experiencing delays in processing the huge volumes of orders they are receiving this can cause a delay in them providing tracking updates for your order. The Team and our couriers are working tirelessly to ensure that you receive your order as quickly as possible.

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

Your order is trackable using our couriers tracking services. Your tracking number should be in your dispatch confirmation. If you are having difficulties tracking your order or you think your order may be lost please contact our friendly Customer Care Team using the contact us button the help page.

What 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?

You can return your item by shipping it back to our main warehouse at the address below. Please fill in the returns form with your order with as many details for the reason for return as possible. If you are returning a faulty item then please contact the customer care team on 01732500200 or at Gameon@jaqueslondon.co.uk before returning your order.