Toy Makers Since 1795
Last Christmas orders by 12pm 23rd Dec
Designed by UK teachers
Buy Now, Pay Later with PayPal

Frequently Asked Questions

Order FAQ's

I need to cancel my order?

If you need to cancel your order then please contact us asap on the below email address. Priority@jaqueslondon.co.uk - this email is for cancelled orders only.

How will the Lockdown affect my order?

While we remain open during this lockdown please be aware that procedures and policies put in place to protect both our dedicated colleagues and amazing customers could mean that some orders could experience delays in dispatching. We are a family business that genuinely cares for our employees and is dedicated to providing a safe and fair environment to work in. Our team is working as hard as they can to ensure that all products are shipped on time.

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. 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 my order take?

We have two delivery options available; our tracked service is a 3 working day service, but this may take longer at peak trading times. We also have a Next working day delivery option that is a Monday – Thursday Service * doesn’t include weekends* If you have provided your contact details when placing your order you will receive tracking information for your delivery from one of our couriers

There is a delay with my Tracking information?

Due to the Huge demand and increase in online shopping many of our couriers are experiencing delays with collections. This means that your tracking information could be delayed, However, everyone is working as hard as they can to keep disruption to a minimum.

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 on Gameon@Jaqueslondon.co.uk or call us on 01732500200

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.