+ How can I create my customer account?

On the Jacu home page, click “Account” followed by “Create an account”. Next you will enter personal information including your email address, billing and shipping information. Please be sure to verify all information before saving.

By signing into your account, you can track the progress of your order, display order history and change your password and update billing and shipping information.

+ Do you share my personal information with third parties?

Any information you provide to Jacuonline ltd. will never be shared or sold to a third party.

Unless required by law

+ How can I update the information in my customer account?

On the home page, click "Account”. By signing into your account you can update your personal information, your billing and shipping address and your credit card information

+ What should I do if I forget my password or if I have trouble logging in?

If you are unable to sign in, go to “Account” and click “forgot password” then enter your email address. Once you receive the email follow the instructions provided. If you continue to experience trouble signing in, please contact Jacuonline Customer Service Monday through Friday from 10.00am to 6pm, on +44 (0)1628 487889 or e-mail contact.cs@jacu.uk

+ Does my customer account also work in Jacu stores?

The customer account that you create on the Jacuonline website is also recognized in our stores. Provide the sales assistant with your first and last name or the email address associated with the account.

+ How can I place an order?

You may place an order directly on the website by selecting the colour and size options on any given product page. Alternatively, you may place a phone order by calling Jacu customer service. A representative is available to assist you Monday through Friday from 10am to 5pm by phone

+ Do I have to create a customer account to place an order?

No. You can checkout as a guest, you will still be able to track your order status at any time via the Jacuonline website.

+ What can I do if I have trouble placing an order?

Please contact Jacuonline customer service by phone +44 (0)1628 482248 Monday through Friday from 10.00 to 5pm, or e-mail at cs@jacuonline.uk

+ How can I view my invoices?

To view an invoice in PDF format sign in to “your account then, click "my orders". Select the corresponding order, and print invoice.

+ Payment

Is my payment secure?

For your safety and security all transactions are processed by either WorldPay Inc  or Paypal using their servers and SSL encryption. None of your financial details are held or recorded by Jacuonline Ltd

+ What are the means and conditions of payment?

We accept MasterCard, VISA, Paypal.

If the card transaction is approved, the amount will be reserved immediately and you will receive an order confirmation to your email. If the credit card transaction is not approved, your order will be cancelled. Please contact your bank or card provider if you have any questions about this.

Delivery

+ What countries can you ship to?

We ship to most countries World Wide , however goods are always shipped duty unpaid . It is the customers responsibility to pay any local taxes that may be required. Goods will be delivered according to their availability. Should an item you requested become unavailable, only the shipped items will be charged to your credit card.  Items on backorder will ship with a prorated based on the initial shipping fee if applicable.

+ How will my order be shipped to me?

Orders will be shipped via Royal Mail from Monday to Saturday, except public holidays.

To check the status of your order, sign into your account, and click "my orders".  When your order is shipped, you will receive an e-mail confirming the “shipped” status          

+ Do you ship to PO boxes?

We can only ship to physical addresses. We do not ship to APO/DPO/PO Boxes/military addresses

+ Can my order be picked up at a Jacu Store?

Yes, we offer a click and collect service from any Jacu Store subject to availability

+ Can my order be shipped to an address other than the billing address?

You will have the option to enter a different shipping address at checkout. To save time login into your account and click "address book" to store different shipping addresses.

+ I have not received my order. What should I do?

You may track your most recent orders by singing into “your account “and clicking “my orders’. This will display the order status. You can also check your order status by clicking here. Please note that the delivery date provided is only an estimate.

If your package does not show any progress after 48 hours of the shipment being created, please contact customer service cs@jacuonline.uk

+ A product is missing in my order. What should I do?

Items which are unavailable at the time of shipment will be marked “unshipped” on the receipt provided in your package. If this is not the case and an item is missing, please contact Jacuonline customer service as soon as possible.

+ What is the Jacuonline Return Policy?

You have up to 15 days to return your order from the delivery date. Products must be returned new, in the original packaging with all tags attached. For sale items you have up to 7days from the delivery date of your order.

Products cannot be returned if worn, soiled or the garment and or sales tags have been removed. Any merchandise received in this way will be returned to sender.  Please contact cs@jacuonline.uk if you wish to return an item.

+ How long does it take to process my refund?

The return/exchange process may take 7 to 10 business days to process. This does not include processing through your bank or return shipping.  You will receive an email confirming your return or in the case of an exchange a shipping confirmation.

+ Can I return a product I bought on the website to a Jacuonline store?

Our stores and our website operate independently; products must be returned to the same entity from which they were purchased. If you used click and collect you can return the item to our Marlow shop

Jacu Ltd

37 West Street

 Marlow

SL7 2LS