Delivery

Goods are usually dispatched within 3-5 working days of the order being placed but this may be longer at peak times or if the stock is being renewed.  If you want guaranteed next day delivery please email us and we will do our best to provide this subject an additional cost.

Delivery options and dispatch times may vary in special circumstances (eg staff holidays). Notice will be given on the website.

All our deliveries are by Royal Mail and unfortunately it is not possible for us to stipulate that your delivery is left with a neighbour or in the wood shed! If they have attempted to deliver please check with your local sorting office to arrange collection or arrange a new time for delivery. If there is any problem please do not hesitate to contact us and we can attempt to resolve the issue.

Please note: on completion of the order PayPal will send you a confirmation with only your payment address on and not the separate shipping address even if it is different from the payment address.  Do not worry we will process the shipping address as long as it has been entered at the website checkout stage.

UK Standard Delivery

Royal Mail £3.95 – this is a flat rate for each order so your delivery charges become great value when ordering more than one item!

(Estimated delivery 3-4 days)

Free UK Standard Delivery when you send over £30

Delivery to the EU Countries

Delivery to addresses in the EU is £4.95 again this is a flat rate for each order so your delivery charges become great value when ordering more than one item!

(Estimated delivery 5-10 working days) 

We are unable to post tracked or sign for unless special request.

International Delivery

Delivery to addresses outside the UK is by Royal Mail  and is £8.95 again this is a flat rate for each order so your delivery charges become great value when ordering more than one item!

(Estimated delivery 5-10 working days)

Direct Gift Delivery

Gifts can be delivered directly to the person of your choice. Just fill in the name and address of the recipient in the ‘delivery address’ space at the checkout stage and state in the Order Notes section that you would like to have the invoice sent to you at the billing address rather than with the parcel.

Order Confirmation

After placing an order, you will receive a confirmation email. You will also receive an email notification when your order has been dispatched. If you do not receive any emails then please contact us at hello@jackandjillaroo.com.  It may mean that there is an error in the email address you gave us or that the email is caught up in your spam or junk mailbox.

Lost or Delayed Items

If your items are lost or delayed, please email us at hello@jackandjillaroo.com quoting your order number and we will do our best to investigate for you.

Customs Information

We are unable to calculate and are not responsible for any customs or import duties levied when the goods arrive in your country. Delays may occur in customs which effect the delivery time quoted and this is beyond our control.

Cancellations, Returns, Refunds and Exchanges

Cancellations

If you wish to cancel your order before you receive our confirmation email, please email hello@jackandjillaroo.com with “Cancellation” as the subject of your email. If we receive this email in time, we will not send the products to you and will not charge you for the products that you ordered.

If you wish to cancel your order after you have received a confirmation email from us, you will need to wait until you receive the products and then follow our returns procedure.

Unfortunately, personalised items can not be cancelled or returned.

Returns Policy

We are sure you will love your Lack and Jillaroo items but we understand sometimes items need to be returned. You may return any items (except personalised items) with 14 days of receipt for a refund or exchange as long as these products are unwashed, unworn and with the original tags attached.

To make a return for a refund or exchange, follow these steps:

– Get in touch with us at hello@jackandjillaroo.com  to say that you are wanting to sending items back
– Send the items back to us, including a note with your name, address and order number.
– Once the items have been received back at Jack and Jillaroo, we will post your exchange or refund you through the payment method used by you when purchasing the items.

Return Address:

Jack and Jillaroo
42 Nelson Road
Twickenham
TW2 7AU
UK

If a free gift or promotional item was enclosed as part of your purchase then this should also be returned or the retail cost of the item will be deducted from your refund.

Once you have returned the products in unused condition, we will refund the sum you paid for them within 5 working days.

Please note that items are returned at the customers’ expense and we recommend that your returns should be sent by recorded delivery, we will not take responsibility for goods which do not reach us.

Faulty Items

We always make your Jack and Jillaroo order arrives in mint condition but if you find a damaged or faulty item, please get in touch with us at hello@jackandjillaroo.com  and we will sort everything out. Jack and Jillaroo will be responsible for paying shipment costs.