Order Enquiries

Frequently Asked Questions

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.

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.

New Orders

Thinking of buying from Jaques but need a bit more information or help?

We have a wonderful team of people in our UK customer services with a world of knowledge of all our toys and games. Contact our customer services team today for more information.

Existing Orders

Thank you for shopping with Jaques of London.

For information on your existing orders including:

  • Delivery enquiries
  • Change of address
  • Order updates

Please use the contact us and remember to include your name and order number.


All our delivery options are only available on working days. We do not offer Weekend/ Public Holiday Deliveries. Orders made after Midday will be not be processed until the Next Working Day.

£3.95 Standard Delivery