Welcome to Jack & Jones Store’s FAQ section. Below you’ll find answers to common questions about our contemporary menswear collections, global delivery services, and customer care policies.
Product Questions
What style of clothing does Jack & Jones Store specialise in?
We offer contemporary menswear with a focus on versatile wardrobe essentials. Our collections feature smart-casual pieces like blazers, chinos, and dress boots alongside urban staples such as hoodies, sweatshirts, and statement accessories. Perfect for modern men who value both office-appropriate and weekend styles.
Why do I see multiple categories with the same name (e.g., three “Accessories” listings)?
Our menu structure reflects specialised subcategories within broader groups. The repeated listings indicate different accessory types – for example, we carry general accessories, hosiery (tights), and gloves as distinct collections. This organisation helps customers quickly find specific product types.
Do you carry clothing for boys or just adult men?
While we primarily focus on menswear, we do offer a select “Boys” collection featuring scaled-down versions of our popular styles for younger fashion enthusiasts.
Ordering & Account
How can I track my order status?
You’ll receive automated tracking information via email once your order ships. For standard shipping (DHL/FedEx), use their respective tracking portals. Free shipping orders (EMS) can be tracked through the EMS website using your provided tracking number.
Can I modify or cancel my order after placement?
We process orders quickly to ensure fast delivery. If you need to modify or cancel, please email [email protected] immediately with your order number. We’ll attempt to accommodate requests received within 1 hour of ordering during business hours (GMT).
Do I need an account to place an order?
While you can checkout as a guest, creating an account allows you to track order history, save preferences, and expedite future purchases. We never store your payment information for security reasons.
Shipping & Delivery
Which countries do you ship to?
We offer global delivery to most countries, excluding parts of Asia and some remote regions. During checkout, our system will automatically confirm if we can deliver to your location.
What’s the difference between your shipping options?
- Standard Shipping (£12.95): Faster option (10-15 days) via DHL/FedEx, ideal for urgent needs
- Free Standard Shipping: Available on orders over £50 (15-25 days) via EMS, perfect for larger orders
Why might my package take longer than estimated to arrive?
International shipments occasionally face customs delays or local carrier disruptions. If your package exceeds the maximum delivery window, please contact our team at [email protected] with your order number for investigation.
Returns & Exchanges
What is your return policy?
We offer a 15-day return window from the delivery date. Items must be unworn, with original tags attached and in resalable condition. Please initiate returns by emailing our style advisors at [email protected] – we’ll provide prepaid return labels for UK customers.
Are there any non-returnable items?
For hygiene reasons, we cannot accept returns on hosiery (tights), gloves, or footwear unless faulty. All other items from our Clothing, Blazers, and Accessories categories may be returned.
How long do refunds take to process?
Once we receive your return, please allow 3-5 business days for inspection and processing. Refunds will be issued to your original payment method. International refunds may take additional time to appear in your account.
Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal. All transactions are encrypted using SSL technology for maximum security.
Will I be charged customs fees?
International customers may be subject to import duties and taxes, which are calculated at checkout based on your delivery destination. These fees are the customer’s responsibility and are not included in our product prices or shipping costs.
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard encryption and never store your full payment details. For added security, we recommend PayPal checkout which keeps your financial information completely private.
Still Have Questions?
Our customer service team is available via email at [email protected]. We typically respond within 24 hours during weekdays (GMT business hours).
For immediate answers, you might also find what you need in our Delivery Information or Size Guides sections.