Frequently Asked Questions
Delivery Time
Most orders arrive within 5-10 days of order being confirmed. An order confirmation SMS/Email will be sent to you, post which an SMS/Email notification will be sent, once your order is shipped.
Delivery Charges
Delivery charge of INR 99 will be levied on orders worth INR 2499 and below. Delivery charges are not refundable in case of such orders.
International Shipping
We only ship within India but accept most international credit cards.
Unable to Deliver
If you are not available to take delivery, when our courier partner attempts to deliver your order, the courier service will notify you. Thereafter, an additional attempt will be made to deliver your order, after which your package will be returned to our fulfilment centre. In case of a prepaid order, a refund will be generated as credits into your website account. These credits can be used for future transactions on jackjones.in. Please check CREDITS section in FAQs for more details.
Order Tracking
You can check the status of your order via the Tracking link shared with you via SMS, or by clicking on “Track” listed on the top right corner of the homepage. Upon clicking, you will be asked to provide your Order No. or AWB No. You can then view your order history and track your current order/s in real time.
Please Note: The tracking link is activated post 24 hours of the order being received.
Split Shipments
Sometimes, we ship orders in multiple parts, so we can get you each part faster, therefore, one of the shipments may arrive in advance of another.
Order Delays or Cancellations
We do our best to deliver all orders within the expected delivery date. However, sometimes, it might take us longer than expected to deliver your product. In the event that your delivery date has passed and you still haven’t received your order, please email us at help@jackjones.in with your tracking number, so we can assist you with the same.
Orders Cancelled by Jack & Jones
Occasionally we may have to cancel an order if:
- The product is out of stock or discontinued
- The item is damaged in transit
In case this is a pre-paid order, we will refund the amount to your payment source account
Damaged on Arrival
If your order is tampered, opened, or visibly damaged on delivery, return the order on arrival and notify our Customer Care team by emailing help@jackjones.in
Pay on Delivery
Pay on Delivery is available as a payment option in most of the pin codes we deliver to. You can choose to pay via cash, or through a UPI, Wallet or Debit Cards.
Online Payments
We support all major domestic and international credit cards, debit cards, wallets and banks for net banking.
Cancelling an order
Only orders that haven't left the fulfilment centre can be cancelled. To cancel an order, view the order details in My Account >Orders> Select Product> Cancel. If the order has already been shipped from our fulfilment centre, then you can refuse to accept the delivery and send it back with the courier partner. A refund will be generated, after the product is received at our fulfilment centre.
Return Process
A request for return can only be raised post 24 hours of receipt of product. All returns requests must be received within 15 days of delivery. To return a product, view the order details in - My Account > Orders> Select Product > Return. Once the request is processed, the return order will be picked up from the address provided by you while placing the return request.
Please provide your product details and the reason for your return, so we can keep improving your shopping experience. Once your return request has been generated, we’ll send you a confirmation via SMS and email.
Return Policy
Most items are eligible for returns (and refunds), except for personal use items such as masks, swimwear, innerwear ( boxers, briefs, trunks, vest, pyjamas), sunglasses, fragrances, socks and jewellery. All refundable items should be unused, intact and in their original packaging (labels, tags, boxes)
The refund will be processed post quality inspection of the product(s). This may take 5-7 working days post receipt of goods at our fulfilment centre.
Returns With Promo Code Or Discount
If you used a promo code or discount at the time of purchase, you will be credited only for the final amount you paid after using the promo code.
1.Pay On Delivery Orders
If you had opted for pay on delivery at the time of purchase, you have the option to receive your refund via credits into your website account, or an account refund via a link.
To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.
- Jack & Jones Credits- refund will be generated as credits into your website account. It takes 2-3 working days for the credits to reflect in your website account after receipt of returned merchandise in our fulfilment centre. For more details, please check the CREDITS section.
- Account Refund- To receive an account refund, a link will be sent to your registered email address and mobile number, along with an OTP verification code post receipt of returned items at our fulfilment centre. Click on the link to add your bank account details to initiate a refund.
Please Note: Refunds are not processed on bank holidays, Sundays and non-working alternate Saturdays.
2.Pre-Paid Orders
For pre-paid orders, you can choose to receive the refund back to the payment source account, where the payment was made from, or you can receive the refund as credits in your website account, which can be used for future transactions.
To select your preferred mode of refund, please go to My Account> Orders> Select the product/s > Select ‘Cancel’ or ‘Return’. You will be directed to a page where you can select the preferred way for initiating a refund.
- Jack & Jones Credits – Kindly check CREDITS section for more details.
- Back to Source – You will receive the refund in card / account used at the time of purchase. The refund will be initiated after receipt of returned merchandise at our fulfilment centre. It may take up to 5 days for the amount to reflect in the source account.
At jackjones.in, it has always been an endeavour to cater effectively to our discerning customer, by offering a seamless and enjoyable shopping experience. However, there are instances where we have seen a misuse of the many services that we offer, especially on ‘free returns’ or failing to accept a ‘pay on delivery’ shipment. To circumvent this issue and to be able to upkeep our level of efficiency and customer satisfaction, going forward, the brand will reserve the right to levy a shipping charge or disable the option of pay on delivery and/ or not accept orders altogether from certain pincodes/ registered email ids.
We do hope that as a brand patron, you will support us in this and help us to deliver on our brand promise.
1. The Jack & Jones credits entitle you to shop from www.jackjones.in only
2. The credits are valid for a period of one year from the date of purchase and/or date of receipt as refund, into your website account
3. The value of 1 Credit is equal to Re 1/-
4. The credits can be redeemed over multiple transactions on www.jackjones.in
5. Once bought and/or received as refund, the credits will be reflect in your jackjones.in account. Please visit the ‘My Accounts’ section to check your total/ balance credits
6. The credits will be redeemed at the Check Out page
7. Any amount in excess of the credits ,must be paid via alternative payment methods like net banking or debit/credit cards
8. Jack & Jones credits and Jack & Jones E-Gift Vouchers CANNOT be redeemed together for a single transaction
9. The credits once bought/ received as refund, are non-returnable and non-refundable. They can only be used on jackjones.in for buying apparel and accessories
10. In case of any dispute regarding the Jack & Jones credits, the decision of Best United India Comforts Private Limited shall be binding.
11. In the event of a return of a product/s paid via credits, the said amount will be refunded as credits in your www.jackjones.inaccount
12. The credit points cannot be in excess of INR 10,000 at any point in time
13. Jack & Jones Credits cannot be redeemed during certain special promotions/offers on www.jackjones.in, including a Flat 60% Off Offer, Super Weekend and Super Saturday
Terms & Conditions
1. The e-Gift Voucher entitles you to shop from www.jackjones.in only
2. The e-Gift Voucher is valid for a period of one year from the date of purchase
4. The e-Gift Voucher can be used for a single transaction only, any remaining value shall be forfeited post the purchase.
5. Only one e-Gift Voucher can be used per transaction
6. Any amount in excess of the value of the e-Gift Voucher value must be paid via alterative payment methods like net banking or debit/credit cards
7. E-Gift Voucher, once bought is non-returnable and non refundable. It can only be used on www.jackjones.in for buying merchandise
8. In case of any dispute regarding e-Gift Voucher, the decision of Best United India Comforts Private Limited shall be binding.
9. In the event of a return of a product/s paid via e-Gift Voucher, the said amount will be refunded as credit note/voucher that can be used on www.jackjones.in only.
10. Jack & Jones e-Gift Voucher cannot be redeemed during certain special promotions/offers on jackjones.in , including a Flat 60% Off Offer, Super Weekend and Super Saturday
11. The e-Gift Voucher confirmation mail will be sent to your registered email id within 24 hours. Kindly check spam folder if not received.
We would love to hear from you!
Connect with us at help@jackjones.in for any query, feedback or suggestions. Our Customer Centre number is +91-022-66489060, and our lines are open from 10 AM to 7 PM; Monday to Saturday, except for National and Public Holidays. In such an event, please drop us an email, and we will get back to you at the earliest possible.