Assistance

ASSISTANCE

For questions pertaining to our website, web orders, and web returns: service@jacandjack.com. If your inquiry is about an order, please include the order number in your email. 

For questions pertaining to product fit, colour, care, and styling, please email service@jacandjack.com.

For press enquiries: press@jacandjack.com

For all other questions: service@jacandjack.com

We are offering free express shipping on all orders within Australia for a limited time. 

During sale periods at Jac + Jack it may take a little longer to deliver your order.

Please allow up to 2-4 business days for order processing and shipment, and an additional 3-7 business days for delivery. International orders can take up to 10 business days to arrive. 

Australia Post are currently experiencing some delays due to the COVID lockdowns throughout Australia, so please expect delays on your order.

We encourage you to download the Australia Post app to track your order and make shipping amendments where required.

jacandjack.com does not process or ship orders on Saturday, Sunday, or on public holidays. 

If you refuse delivery of any order placed on jacandjack.com, the package will be returned to us. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

MAKING A RETURN IN STORE

  • Sale items are only eligible on return for online store credit or exchange of size.
  • Please bring in store your order confirmation email for proof of purchase.
  • If requesting an exchange, our team can process this for you in store.
  • When requesting a refund or credit note your return will be noted and sent to our customer service department.
  • Our customer service department will process your refund or credit note request and send a confirmation email to your original purchase email address.
  • Afterpay purchases made online are only eligible for credit notes or refund, we do not offer exchanges in store for afterpay purchases made through our online site.

MAKING A RETURN ONLINE

  • Sale items are only eligible on return for online store credit or exchange of size. 
  • Items must be returned unused, unaltered and unwashed with all original packaging and labelling in good condition.
  • Your refund will be in the same form as the original purchase.
  • Shipping and handling charges are non-refundable.
  • We only accept returns that were purchased from this website. JacandJack.com will not accept orders that were purchased from other retailers.
  • Please note, credit notes are valid for three years, and are eligible to use in store and online.
  • If you receive an item that is damaged, please contact customer service immediately at service@jacandjack.com

REQUEST A RETURN

To request a return, simply email service@jacandjack.com and include the following details, a member of our customer service team will be in touch shortly.

Order Number Return Request- Exchange, Credit Note or Refund If you request to exchange an item, please include colour and size you would like to exchange for.

Unfortunately, we are not able to edit the items in an order once the order has been placed. To try to cancel an order please contact service@jacandjack.com but due to time differences, we cannot guarantee customer service will receive your request before the order ships.

Once your order has been packed to ship we unfortunately cannot amend your shipping address at our end. However, you are able to change this directly with Australia Post.

We encourage you to download the Australia Post app to track your order and make shipping amendments where required

You’ll need to either login to your existing MyPost account or create a new one (https://auspost.com.au/auth/invite)

Then using your tracking number, follow the instructions for parcel redirect here:

https://auspost.com.au/receiving/manage-deliveries-in-transit/redirect-parcels-in-transit

  • Offers valid for a limited time and cannot be combined with any other offer.
  • Offers not valid on sale items (products marked with slash-through prices), previous purchases, international orders or towards the purchase of gift cards/vouchers.
  • Prices and availability are for a limited time and subject to change without notice.
  • Offers are exclusive of taxes and shipping.

We accept the following payment methods:

  • Alll major credit cards: Mastercard, Visa, American Express.
  • Paypal, ApplePay, and Amazon Pay. (Please note that Prime shipping does not apply)
  • Afterpay and Klarna.

Orders are processed pending item availability and credit card validation.


We do not receive funds for declined transactions, though these charges may still appear on your account as pending or processing. Declined charges are cleared, after which those funds become available again. This process usually takes a few days.

If you feel the decline was in error, please retry with same card, or use another payment method.

JACANDJACK.COM currently delivers to all destinations within Australia and New Zealand.

For shipping to the US and UK please visit JACANDJACK.CO.

For all other international destinations, please email us at service@jacandjack.com">service@jacandjack.com and a member of our team will be in touch to finalise your order and organise shipping.

We fulfill from our six physical stores across Australia. Because of this, from time to time, products for an order will be shipped from more than one store. When this is the case, you will receive a shipping confirmation email for each package. 

On occasion we will re-stock some of our items. Please sign up to receive a back-in-stock notification on the product page, or make sure to check back frequently if an item you want is not available at the time you are on the site.

Jac + Jack do not have an outlet site, and only ever run sales at jacandjack.com. We can only guarantee the high quality of service and product when purchasing online, at jacandjack.com.