RETURNS
Return Policy
Thank you for your purchase with Jac + Jack. In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases.
- Item/s are returned within 14 days of receiving your order.
- Item/s must be received back in original condition, unworn, unwashed and in perfect condition with all original tags and packaging intact, including shoe boxes and dust bags. Please try on all footwear on a carpeted surface before general wear. Returns of footwear will not be accepted if the product has scuff marks or the original shoe box is damaged.
- For all swimwear, customers must try on items wearing undergarments. If returned, swimwear must be returned in original, unworn condition with the hygiene sticker in place.
- The following items are non-refundable/exchangeable due to health restrictions: intimates and jewellery.
- Gift cards cannot be returned.
If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.
Return Eligibility
| PRODUCT TYPE | RETURN OPTIONS |
|---|---|
| Full Price | Full refund, credit note or size exchange |
| Sale | Credit note or size exchange only |
| Final Sale | No return, unless item is deemed faulty |
Full Price Items
Items purchased at full price are eligible for a refund, credit note or exchange within 14 days of delivery or in store purchase.
Sale Items
Items purchased on sale or during promotions are not eligible for a refund. Sale items (including promotional discounts, codes or automatic discounts) can be returned for a credit note or size exchange only.
Final Sale Items
Items marked as 'Final Sale' are not eligible for return, unless the item is deemed faulty. This does not affect your rights under Australian Consumer Law.
How To Return
Orders placed on jacandjack.com can be returned via post, or to any of our Jac + Jack retail stores. If you purchased your item/s in store, please return to any of our stores to process your return.
- 1. Submit your return via our returns portal within 14 days of delivery.
- 2. Select the item/s you would like to return and choose a refund, credit note, or size exchange.
- 3. Print the provided label or use the QR code at Australia Post.
- 4. Repackage your item and the order invoice and lodge it at your local Australia Post branch or post box.
- 5. Allow up to 5 business days from the time we receive your return for processing (longer in peak periods).
For faulty, damaged, incorrect item/s or if you require assistance submitting your return, please contact our customer team at service@jacandjack.com
Return Shipping Fees
| RETURN TYPE | RETURN SHIPPING |
|---|---|
| Credit Note | Free |
| Exchange | Free |
| Refund |
AU: $14 deducted from your refund NZ: $20 deducted from your refund Rest of world: please contact customer care |
Refunds
If your order qualifies for a refund, you will be refunded back to your original payment method, minus the return shipping fee and any original shipping fees. Once the refund has been issued, you will be notified via email. Please allow 3–5 business days for funds to appear. If the original payment was made with a gift card or credit note, a new one will be issued.
Credit Notes
If you requested a credit note, or if your item was purchased while on sale, you will be issued a unique code for the value of your item. All credit notes will be emailed and are valid for use online or in-store for 1 year from issue date. Credit notes are not redeemable for cash and cannot be used to purchase gift cards.
Exchanges
Exchanges are subject to availability once your return is received. If the requested item has sold out, a credit note will be issued. Exchange shipping labels are free, and exchanges can only be made once. In-store exchanges are welcome. We recommend using our ‘Find in Store’ functionality to confirm availability before visiting.
Buy Now Pay Later
Refunds for Afterpay, Klarna or Laybuy purchases will be processed via the same platform. If your return results in a credit note, instalments must still be completed as scheduled.
Faulty or Incorrect Items
All items are quality inspected before dispatch. In the rare case you receive a faulty or incorrect item, please contact us at service@jacandjack.com and we will resolve it promptly.
Colour Representation
We aim to ensure all colours are represented accurately across our website and imagery. However, colours may vary between screens and may appear differently in natural light.