FREQUENTLY ASKED QUESTIONS
Where are your orders dispatched from?
Online orders are dispatched from our warehouse in Sydney, Australia, as well as from our six stores in Sydney, Melbourne and Perth - pending availability and distance from your shipping address. Your order may be dispatched from one or multiple locations, so you may receive more than one tracking number.
Can I change my order after it's been placed?
Unfortunately we are unable to amend orders after they have been picked and packed. If you notice an issue with your order after you've placed it, contact us as soon as possible and we'll do our best to assist.
Do you offer free shipping?
We offer free shipping on all orders over $250 within Australia, and all orders over $500 in New Zealand. Please find our full shipping policy here.
Which shipping providers do you use?
We use Australia Post eParcel for all shipments within Australia, while New Zealand orders are dispatched with DHL Express.
What are your payment options?
We accept Visa, Mastercard, American Express, Paypal and Jac + Jack gift cards for Australian and New Zealand customers, and we also offer Apple Pay, Google Pay and Shop Pay. Australian customers can also check out with Afterpay or Klarna.
What currency is used online?
Our Australian website jacandjack.com ships to Australia and New Zealand, with all orders charged in Australian Dollars (AUD).
How do Afterpay and Klarna work?
How do I know if a store has an item in stock?
Visit the product page you are interested in and select your size. Click the 'find in store' button to show all of our stores and an indicator next to each showing whether they have the item in stock.
Can I return an online order in store?
Yes, you can return orders placed on jacandjack.com to any of our stores, in line with our return policy, which you can find here.
Can I use a gift card that was purchased online, in store?
Yes, gift cards purchased online can be used in Jac + Jack stores. Gift cards purchased in store can also be used online - the card number and PIN just need to be entered in the cart when finalising your order.
How do I care for my Jac + Jack garment?
As we use high quality fabrics in all of our pieces, we recommend adhering to our care instructions. Specific guidelines are available on each product page on our website, as well as on the care label inside each garment.