We’re extending our return period for the festive season. Purchases made, both in store and online, between December 9th and December 24th, 2024, can be returned until January 7th, 2025. For all other purchases, our standard 14-day return policy applies.
Returned items must be received back in original condition, unworn and unwashed with all tags attached. Swimwear must be returned with the hygiene sticker attached.
Items purchased at full price are eligible to return for a refund, store credit or exchange.
Items purchased on sale or during promotions are eligible to return for a store credit or exchange only, unless deemed faulty.
Items marked as 'Final Sale' cannot be returned for a refund or credit, and can only be exchanged for another size in the same colour where stock is available.
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.
To request a return for an online order, please submit your return within 14 days from the delivery date of your parcel, via our returns portal by clicking the link below. In the rare instance that you have any issues with your order, such as a faulty, damaged, or incorrect item, please email customer care via service@jacandjack.com directly.
To access our returns portal, please click HERE.
2. Please ensure a print out copy of your invoice is included in your return.
3. Once your return is received, please allow 5 business days for your return to be processed.
If you requested, and your order qualifies for a refund, you will be credited back to your original method of payment - whether that be a credit card, gift card or buy now, pay later account.
Once your refund has been processed, please allow 3-5 days for the funds to reach your account with this timeframe dependant on your bank.
If you requested a credit note, or if your item was purchased while on sale, you will be issued a credit number and PIN to the value of your item. Credit notes are valid for 3 years from the date of issue and can be used online at jacandjack.com and in Jac + Jack stores.
Credit notes are not refundable or redeemable for cash.
We offer easy exchanges in store and online for items of the same value, if your item isn't quite right.
To exchange your item online, please email service@jacandjack.com with details of your order and the item you would like to exchange for. We recommend returning your item as promptly as possible as we are unable to hold onto any items for your exchange.
If your requested item has sold out by the time we process your return, you will be issued with a credit note to be used online or in Jac + Jack stores within 3 years from the date of issue.
If you would like to exchange your item in store, our staff would be more than happy to assist. We recommend utilising our 'find in store' functionality on our product page to confirm availability of your desired item and size before visiting the store.
If you have changed your mind and would like to cancel an order, please email us at service@jacandjack.com as soon as possible after placing your order. Orders that have already been shipped cannot be cancelled.
All items are quality inspected before being dispatched, but in the rare occurrence where a faulty or incorrect item is received we'd love to rectify the situation straight away.
If you have received the incorrect item or an item with a defect please email us at service@jacandjack.com.
We aim to ensure all colours across our website are represented accurately - from our studio to outdoor photoshoots. While every care is taken during post-production, some colours will vary between computer screens and may not display in the same way online as they do as in natural light.