Returns & Refunds

Frequently Asked Questions

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. You must ensure to send a proof of postage receipt to us to receive your refund.

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 you send proof of postage 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. Please note that any items over the value of £200 must be received by our warehouse and checked in before any refund is issued.

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 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.