Free Delivery Spend over £40
Toy & Games Makers Since 1795
Designed by UK teachers

Frequently Asked Questions

Order FAQ's

Can I 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?

Standard delivery will take between 3 - 5 working days.

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.

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.

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

Please contact the customer services team if your order has not arrived after 5 working days.

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?

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.

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?

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.

What is your returns policy?

We can offer a full refund on items purchased within the last 30 days. You will need to supply a receipt or order number.

Can I return a gift?

Our gifted returns policy allows you to return a gifted item for store credit within 30 days of the purchase date as long as you can provide an invoice or order number.

Can I exchange a gift?

Yes, you can exchange a gifted item as long as you have the receipt or order number and it's within 30 days of the purchase date.

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 30 days of the purchase.

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 within 30 days of the product purchase so that we can help to rectify the issue.