FAQs | Frequently Asked Questions

Yes, before your order has been processed, we may be able to amend your order or delivery information. Please contact us as soon as possible by email at gameon@jaqueslondon.xyz and include your order number.

A confirmation email will be sent to the email address provided at checkout. Please check your inbox and junk or spam folder, as emails can occasionally be filtered there. If you have not received your confirmation email, please contact us at gameon@jaqueslondon.xyz and our Customer Service Team will be happy to help.

Our gift cards are digital and sent to the email address used at checkout. Simply forward the gift card email to the recipient. Gift cards are valid for 12 months from the date of purchase.

To claim your free gift, meet the qualifying spend and select “Tap to add your free gift” at checkout. Gifts aren’t added automatically, so please check yours is included before completing your order.

We're really sorry to hear this and would like to put this right as quickly as possible. Please contact our team via email: gameon@jaqueslondon.xyz

Delivery times depend on the items ordered and the delivery option selected at checkout. Please see our delivery options for estimated arrival times. Orders placed after 1pm Monday to Friday, at weekends or on bank holidays will be processed on the next working day.

You can track your order using the link in your shipping confirmation email. Please allow up to 24 hours after your parcel has been collected for the courier to update your tracking. If your tracking hasn’t updated 48 hours after receiving your tracking details, email gameon@jaqueslondon.xyz with your order number so we can help.

Please check the tracking link in your shipping confirmation email for the latest delivery updates. If your order hasn’t arrived within the estimated delivery timeframe, email gameon@jaqueslondon.xyz with your order number and we’ll look into the delay for you.

We deliver to UK addresses only. If you need delivery overseas, your order must first be sent to a UK address. You are responsible for arranging and paying for any onward shipping.

For orders placed between 1 October and 31 December 2026, we are extending our returns deadline until 31 January 2027.

Orders placed from 1 January 2027 onwards will be covered by our standard returns period of 30 days from the date of purchase.

To arrange a return, email gameon@jaqueslondon.xyz with your order number, the items you wish to return and the reason for the return. We’ll send you a returns form and instructions.

Items returned under our extended returns policy should be unused and in their original condition and packaging. For change-of-mind returns, customers are responsible for return postage and prepaid returns labels are not provided. Please keep your proof of postage.

Once your return has been received and checked, we’ll process your refund and notify you by email. Please allow a few days for this after your return arrives with us.

If your item is faulty or incorrect, please contact us promptly with your order number or receipt and photos showing the issue.

Your statutory rights are unaffected.

We’ll email you once your return has been received, checked and refunded to your original payment method. After the refund is issued, please allow a few working days for the funds to appear, depending on your payment provider. If you haven’t received a refund confirmation within 14 days of sending your return, email gameon@jaqueslondon.xyz with your order number and proof of postage.

If your item arrived with a part missing, please contact us with your order number, product name and details of the missing part. We’ll check the issue and arrange a replacement where possible. If a part has been lost after purchase, please contact us and we’ll check whether a spare is available. Replacement parts are subject to availability and we cannot guarantee that individual parts can be supplied separately.

Our products are covered by your statutory rights. If an item develops a fault, please contact us with your order number or proof of purchase, along with details and photos of the issue where possible. Our Customer Service Team will review the fault and advise on the most appropriate solution, which may include a replacement depending on the circumstances. This does not affect your statutory rights.