Online Shopping Terms & Conditions

Welcome to Jaques of London! Thank you for shopping with us. We hope you find something wonderful. 

Last updated: May 2026 

1 — We are Jaques of London 

1.1 This website (www.jaqueslondon.co.uk) is operated by John Jaques and Sons Ltd ("us", "we" or "our"). Our registered office is in Edenbridge, Kent, England. We have been crafting quality games and toys since 1795. 

1.2 You can contact our customer care team at any time at gameon@jaqueslondon.co.uk. 

1.3 Our company registration number is 00399667 and our VAT registration number is 917746200. 

2 — What are these Terms & Conditions? 

2.1 These online shopping terms and conditions ("Terms") set out the terms on which we supply products to you through our website. Please read them carefully before placing an order. By placing an order, you confirm that you accept these Terms. 

2.2 We may update these Terms from time to time. The Terms that apply to your order will be those in force at the time you placed it. 

2.3 These Terms are only for consumers (individuals purchasing for personal, non-commercial use). If you are purchasing for business purposes, please contact us directly. 

2.4 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we are required to provide you with certain information before you place an order with us. This information is set out in these Terms and on our website. By placing an order, you confirm that you have had the opportunity to read and understand this information. 

3 — How to contact us 

3.1 You can reach us by: 

  • Email: gameon@jaqueslondon.co.uk 

  • Post: Jaques of London, Enterprise House, Block 7 Enterprise Way, Edenbridge TN8 6HF 

3.2 If we need to contact you, we will do so by phone, post, or email using the details you provided when placing your order. 

4 — How we form a contract with you 

4.1 When you place an order on our website, you are making an offer to purchase the products in your basket. We will send you an order confirmation email but this does not mean we have accepted your order yet. 

4.2 Our acceptance of your order takes place when your order is dispatched, at which point a binding contract is formed between you and us. 

4.3 If we are unable to accept your order (for example, because a product is out of stock, we have identified a pricing error, we cannot verify payment, or we suspect fraudulent activity), we will let you know as soon as possible. As payment is taken at the time of placing your order, you will be refunded promptly. 

4.4 If an item in your order is out of stock, we will notify you by email. If the out of stock item was the only item in your order, we will refund your order in full including any shipping costs. If your order contained other items, these will still be dispatched and we will refund only the out of stock item. 

5 — Our products 

5.1 We take care to describe and photograph our products as accurately as possible. However, the appearance of a product on screen may differ slightly from the physical product. Colours and textures in particular can vary depending on your device. 

5.2 Product packaging may differ from that shown on the website. 

5.3 We reserve the right to make minor changes to products where necessary to reflect changes in applicable laws or regulations, or to address technical or safety improvements. 

5.4 All products are designed and sold as whole units. We are unable to sell individual components or items separately. 

6 — Age guidelines & product safety 

6.1 All of our products display recommended minimum age guidelines. These are provided for safety purposes and we strongly recommend that you follow them when purchasing products for children. 

6.2 Some of our products contain small parts and are not suitable for children under 36 months due to the risk of choking. This will be clearly stated on the product listing and packaging. 

6.3 It is the responsibility of the purchaser to ensure that any product purchased is appropriate for the intended recipient, taking into account the age guidelines and any safety information provided on the product listing and packaging. 

6.4 For further information on product safety please refer to the product listing on our website or the safety information included with your product. 

7 — Pricing & payment 

7.1 The price of your product will be the price shown on the product page at the time you place your order. 

7.2 Prices may change from time to time, but changes will not affect any order you have already placed. 

7.3 All prices shown on our website are in pounds sterling and include VAT. 

7.4 You will become the owner of the products once we have received full payment, including any delivery charges. 

7.5 We accept major credit and debit cards, and other payment methods shown at checkout. Payment is taken when your order is placed. 

8 — Delivery 

8.1 We deliver to UK addresses only. Please see our Delivery page for current delivery timescales and charges. 

8.2 Delivery timescales shown on our website are estimates. We will do our best to get your order to you on time, but we cannot guarantee delivery by a specific date. 

8.3 Please ensure your delivery address is correct before placing your order. Once an order has been placed, we are unable to modify the delivery address. 

8.4 Delivery to your doorstep is counted as a successful delivery. If you are not in and the carrier does not consider it suitable to leave your parcel at the doorstep or in any other safe place, they will leave instructions on how to rearrange delivery or collect your parcel from a local depot. 

8.5 If your delivery has not been successfully completed within 14 days of dispatch, please contact us at gameon@jaqueslondon.co.uk and we will offer you a full refund or replacement, including any shipping costs. 

8.6 If you provide an incorrect delivery address, we will not be able to offer a refund or replacement unless the parcel is returned to us by the courier. Please be aware that we cannot guarantee the parcel will be returned to us, and it may be lost in transit as a result. Please double-check your details carefully before confirming your order. 

8.7 We do not cover damage caused to outer packaging during transit. The purpose of packaging is to protect the product inside. If the product itself is damaged please refer to Section 10. 

8.8 Delivery timeframes begin once your order has been processed by our warehouse team, not at the time of order placement. Orders placed before 1pm will be processed the same working day. Orders placed after 1pm will be processed the following working day. For example, if you place an order on a Monday after 1pm, your order will be processed on Tuesday and your delivery timeframe will begin from that date. 

9 — Stolen or missing parcels 

9.1 If your tracking information shows your order has been delivered but you have not received it, please check with neighbours and any safe places your carrier may have left it before contacting us. 

9.2 If your parcel cannot be located, please contact us at gameon@jaqueslondon.co.uk within 7 days of the stated delivery date. You will be asked to complete our Stolen Parcels Claims Form. Completed claims forms must be returned to us within 48 hours. We will then raise an investigation with the carrier on your behalf. 

9.3 If your claim is successful, our team will arrange for a replacement order to be sent out to you. Please note that our policy is to replace stolen parcels only and we do not offer refunds in these circumstances. 

9.4 Please note that we are unable to accept responsibility for parcels reported as missing more than 7 days after the confirmed delivery date. 

10 — Damaged packaging 

10.1 We pack all orders carefully, but occasionally parcels may arrive with damaged outer packaging. If the packaging appears visibly damaged on arrival, we recommend noting this with the courier before accepting the delivery where possible. 

10.2 If the product inside is damaged as a result of transit, please contact us at gameon@jaqueslondon.co.uk as soon as possible, providing your order number and photographs of both the damaged packaging and the product. 

10.3 Please note that our warranty does not cover damage occurring during transit or delivery. This applies to both the external shipping packaging and the product packaging. We are unable to offer a refund, replacement or any form of compensation for damage to packaging of any kind. Our warranty covers the product itself only. Please refer to Section 13 for full details of our warranty policy. 

11 — Cancelling your order 

11.1 Due to the speed at which we process and dispatch orders, we are unfortunately unable to cancel or amend an order once it has been placed. 

11.2 If you no longer want your order, please wait until it arrives and then contact us at gameon@jaqueslondon.co.uk to arrange a return. Please see Section 12 for our returns policy. 

11.3 As a consumer in the UK, you also have the statutory right to cancel your order within 14 days of receiving your products without giving a reason (the "cooling off period"). To exercise this right, please contact us at gameon@jaqueslondon.co.uk within that 14 day window. You will need to return the products to us in their original, unused condition. You are responsible for the cost of return postage unless the item is faulty or incorrect. 

11.4 The right to cancel does not apply to personalised or customised items made specifically to your requirements, unless the item is faulty. 

11.5 Your right to cancel under Section 11.3 is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement sent to gameon@jaqueslondon.co.uk. You may use the following model cancellation form, although it is not obligatory: 

"I/We hereby give notice that I/We cancel my/our contract of sale of the following goods [insert goods], ordered on [insert date], received on [insert date], Name of consumer(s), Address of consumer(s), Date." 

12 — Returns & refunds 

12.1 We are happy to accept returns within 30 days of your delivery date, provided items are unused, in their original packaging, and in a fully resaleable condition. 

12.2 To start a return, please contact us at gameon@jaqueslondon.co.uk with your order number. We will guide you through the process. 

12.3 Once we have received and inspected the returned item, we will process your refund within 14 days to your original payment method. You will be notified by email once your return has been processed. 

12.4 Once your return has been received and processed, please allow up to 10 days for your refund to appear on your original payment method. 

12.5 Original delivery charges are non-refundable unless the return is due to our error or a faulty product. 

12.6 Please note that Jaques of London does not provide pre-paid returns labels or cover the cost of return postage, unless the return is due to our error or a faulty product. 

12.7 Faulty items: If you receive a faulty or incorrect item, please notify us right away. You will need to provide your order number and photographs of the fault to assist our Quality Control team. We will arrange a replacement or full refund, including any delivery costs. 

12.8 Gift returns: If you are the gift recipient and wish to return an item, we can offer a gift card to the value of the product, provided the item was purchased within the last 30 days, is unopened, and is in its original packaging. Proof of purchase will be required. 

12.9 Amazon orders: Orders purchased through Amazon must be returned via Amazon directly and are not covered by this returns policy. 

13 — Warranty 

13.1 At Jaques of London we are committed to providing our customers with high-quality toys and games designed to bring joy and entertainment to families. We stand behind the craftsmanship of our products and are pleased to offer a limited warranty of 60 days from the date of purchase. 

13.2 Our warranty covers defects in materials and workmanship under normal and intended use, as the product was received by the consumer. This warranty applies to the original consumer purchaser only and must be claimed within 60 days of the original date of purchase. Proof of purchase is required to initiate a claim. 

13.3 Our warranty does not cover the following: 

  • Damage occurring during transit or delivery 

  • Inadequate care or neglect of the product 

  • Abnormal use or misuse of the product 

  • Accidental damage 

  • Normal wear and tear due to usage over time 

  • Cosmetic issues that do not affect the functionality of the product 

  • 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 battery installation 

  • Improper assembly, storage, or maintenance 

  • Incorrect servicing or repair attempts 

  • Damage caused by acts of nature such as fire or similar events 

  • Any damage or issue that does not arise from a defect in materials or workmanship 

13.4 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. 

13.5 This warranty represents the complete and exclusive statement of warranty terms provided by Jaques of London. No additional warranties beyond what is explicitly stated here shall be implied or extended. 

13.6 To make a warranty claim, please contact us at gameon@jaqueslondon.co.uk with your proof of purchase and details of the issue. We may ask for photographs to assist our assessment. 

13.7 This warranty does not affect your statutory rights as a consumer under the Consumer Rights Act 2015. 

14 — Promotional codes & offers 

14.1 Promotional codes and discounts must be applied at the point of checkout. We are unable to apply discounts retrospectively once an order has been placed. 

14.2 Only one promotional code may be used per order unless otherwise stated. 

14.3 Promotional codes are non-transferable and have no cash value. 

14.4 Promotions and discount codes are subject to availability and we reserve the right to cancel, withdraw, or amend any promotion at any time without notice. 

14.5 Free gifts may be changed or removed at any time. Where a free item is received as part of a promotion and all or part of an order is subsequently refunded or cancelled, the free item must be returned along with the product. If the free item is not returned, your refund will be the total amount due less the RRP of the free item. 

14.6 For full terms and conditions specific to each individual promotion, please visit our Promotions page at www.jaqueslondon.co.uk/pages/promotions. 

14.7 All promotions and offers advertised by Jaques of London are genuine and comply with the Consumer Protection from Unfair Trading Regulations 2008. We will never mislead customers through false or exaggerated claims about the nature, value, or availability of any promotion or discount. 

15 — eGift Cards 

15.1 Jaques of London eGift Cards are delivered digitally to the email address provided at the time of purchase. If purchased as a gift, the card can be forwarded to the intended recipient. 

15.2 Gift cards issued directly by our customer service team may have different validity periods. The applicable timeframe will be confirmed by the customer service team member at the time of issue. 

15.3 eGift Cards purchased through our website are valid for 12 months from the date of issue. 

15.4 eGift Cards can be redeemed at checkout on jaqueslondon.co.uk and may be used alongside eligible promotional discounts. 

15.5 eGift Cards are non-refundable and cannot be exchanged for cash. 

15.6 If your eGift Card email does not arrive, please contact us at gameon@jaqueslondon.co.uk within two weeks of purchase and we will look into it for you. 

16 — How we use your information 

16.1 When you place an order or use our website, we collect and process personal information such as your name, email address, and delivery details in order to fulfil your order and provide you with our services. 

16.2 We may also use your information to send you marketing communications where you have opted in to receive these. You can unsubscribe at any time. 

16.3 We use cookies on our website to understand how you use our site and to serve you relevant content. You can manage your cookie preferences at any time through your browser settings. 

16.4 We will never sell your personal data to third parties. For full details on how we collect, store, and use your personal data, please see our full Privacy Policy at www.jaqueslondon.co.uk/pages/privacy-policy. 

16.5 We process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We process your data on the following legal bases: performance of a contract (to fulfil your order), legitimate interests (to improve our services), and consent (for marketing communications). You have the right to access, correct, or request deletion of your personal data at any time by contacting us at gameon@jaqueslondon.co.uk. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at www.ico.org.uk if you believe your data has been handled unlawfully. 

17 — SMS, WhatsApp & mobile messaging 

17.1 Where you have provided your mobile number and opted in to receive text messages or WhatsApp messages from us, you agree to receive recurring communications from Jaques of London through your wireless provider or WhatsApp. Messages may be sent using an automatic telephone dialling system or other technology. You do not need to sign up for SMS or WhatsApp messaging in order to make any purchases, and your consent is not a condition of any purchase with us. Your participation is completely voluntary. 

17.2 We may modify or cancel our SMS or WhatsApp messaging service or any of its features without notice. Your continued use of the service following any such changes shall constitute your acceptance of those changes. 

17.3 Messages we send via SMS or WhatsApp may include order updates, delivery notifications, account alerts, promotions, special offers, and other marketing communications such as cart reminders. 

17.4 We do not charge for our SMS or WhatsApp service, but you are responsible for all charges and fees associated with text messaging and data usage imposed by your wireless provider. Message frequency varies and message and data rates may apply. Please check your mobile plan and contact your wireless provider for details. 

17.5 You may opt out at any time by texting STOP to any SMS or WhatsApp message you receive from us, or by emailing us at gameon@jaqueslondon.co.uk. You will receive a one-time opt out confirmation and no further messages will be sent unless initiated by you. Please note that opting out of marketing messages will not affect transactional messages related to an active order. 

17.6 We may change any short code or telephone number we use to send messages at any time and will notify you of these changes. We will not be responsible for honouring requests made to a changed number. 

17.7 Wireless carriers are not liable for delayed or undelivered SMS messages. WhatsApp message delivery is subject to WhatsApp's own terms and conditions and we are not responsible for any failure in delivery via that platform. If you get a new mobile number, you will need to re-register for communications with your new number. 

17.8 To the extent permitted by applicable law, we will not be liable for failed, delayed, or misdirected delivery of any messages, any errors in such messages, or any action you may or may not take in reliance on them. 

17.9 We will never share your mobile number with third parties for their own marketing purposes. For full details on how we handle your personal data please see Section 16 and our Privacy Policy at www.jaqueslondon.co.uk/pages/privacy-policy. 

18 — Our liability 

18.1 Nothing in these Terms is intended to exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. 

18.2 You can only purchase our products under these Terms if you are a consumer, not a business. We have no liability to you for any business losses, for example loss of profit, loss of business, business interruption, or loss of business opportunity. 

18.3 We are only responsible for losses you suffer caused by us breaking these Terms, unless the loss is: 

  • Unexpected. The loss was not, at the time you agreed to these Terms, a reasonably foreseeable consequence of us breaching these Terms. A loss or damage is foreseeable if either it is obvious that it will happen, or if, at the time these Terms were entered into, both you and we knew it might happen. 

  • Caused by a delaying event outside of our control, as long as we have taken the steps set out in Section 8. 

  • Avoidable. You could have avoided the loss by taking reasonable action. 

18.4 We are not responsible for any delay or failure to perform our obligations under these Terms where this is caused by circumstances beyond our reasonable control. This includes but is not limited to postal or carrier disruption, strikes, supplier failure, extreme weather, or other similar events. If such an event occurs and affects your order, we will contact you as soon as possible to discuss next steps. If we are unable to fulfil your order as a result, we will refund you in full including any delivery charges. 

19 — Dispute resolution 

19.1 We always hope to resolve any issues directly with our customers. If you have a complaint or dispute, please contact us in the first instance at gameon@jaqueslondon.co.uk and we will do our best to resolve the matter promptly. 

19.2 In accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we are required to inform you that we are not currently signed up to an Alternative Dispute Resolution (ADR) scheme. 

19.3 If we are unable to resolve your complaint to your satisfaction, you retain the right to take legal action through the courts of England and Wales as set out in Section 20. 

20 — Governing law 

20.1 These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. 

20.2 As a consumer, you may also have rights under the laws of your country of residence that cannot be overridden by these Terms. 

21 — Other important terms 

21.1 We may update these Terms from time to time. The current version will always be available on this page. 

21.2 If any part of these Terms is found to be unenforceable, the remaining provisions will continue to apply. 

21.3 These Terms, together with our Privacy Policy and any other policies referenced here, form the entire agreement between you and Jaques of London in relation to your purchase. 

21.4 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable legislation. 

22 — Intellectual property 

22.1 All product images, descriptions, logos, and content on our website are the property of John Jaques and Sons Ltd and are protected by copyright and trademark law. You may not reproduce, distribute, or use any of our content for commercial purposes without our prior written permission. 

22.2 For full details of our intellectual property rights and acceptable use of our website, please see our Website Terms of Use at www.jaqueslondon.co.uk/pages/terms-conditions. 

 

Jaques of London. Crafting joy since 1795.