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 5 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 1pm.

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 the courier. Please complete our customer contact form and a member of our customer care team will get back to you.

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?

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.

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 and completing our form.

if your order is midelivered 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.

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.

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 via our contact form and fill in the returns form they supply you with as many details as possible.

What is your returns policy?

We offer our customers a returns period of up to 60 days from the date of purchase.

Once you have paid for your return item back to us and it arrives at our returns center a refund or replacement will be issued, providing the item is unused and in the same condition that you received it. It must also be in the original packaging.

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 order number in order for us to verify your details and we will ask you to supply photographs in order to aid our Quality Control.

What is your warranty policy?

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.

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?

We do not not require you to return this item. For a full refund 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.