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Welcome to Customer Service

+44 1618 366 825

 

France: +33 01 53 25 45 92
Finland: +35 82 07 47 46 90
España: +34 95 20 55 190
 

Opening Hours (CET)

 

Monday to Thursday 9.00 to 17.00

Friday 9.00 to 14.30

My order

Can I change my order?

No, this is unfortunately not possible. To ensure a fast delivery, we will send your order directly to the warehouse for packing and distribution.

Can I cancel my order?

No, this is unfortunately not possible. To ensure a fast delivery, we will send your order directly to the warehouse for packing and distribution.

Is there a minimum purchase amount?

Yes. When placing an order at BESTSELLER online shop, the minimum order amount is € 39.90.

How can I use a voucher code/discount code?

If you have received a voucher code/discount code, you can type it into the voucher code field in your basket before proceeding to check out. Please be aware of small or capital letters. The amount will then automatically be reduced.

It is, unfortunately, not possible to use a voucher code/discount code after the order has been placed.

Can I exchange an item?

No, unfortunately, we are not able to offer direct exchanges. We will, however, refund you the amount as soon as we have processed your returned items (we only accept items, returned in their original condition, within 30 days after receipt).

Part of my order is missing

If an item is missing from the parcel although it is stated on your delivery note, please contact Customer Service. Please state your order number and the item number or product name of the missing item and we will of course help you.

What to do if I receive a faulty/incorrect item?

If you think, an item in your order is faulty/incorrect, please return it to us. We are not able to offer online exchanges, but when we have processed the claim, we will refund the money for the item. You then have the possibility to place a new order.

Delivery Information

Do you deliver to my country?

We deliver to:

Austria

Belgium

Finland (Excl. The Åland-Islands and Kimitoön)

France (Excl. Corsica)

Ireland

Italy

Spain (Excl. The Canary Islands)

United Kingdom (Excl. Channel Islands (post codes starting with GY and JE), Isle of Man (post codes starting with IM) and areas with special customs regulations.)

Please note: For remote areas of United Kingdom there may be a 1-2 days longer delivery time than usual (this is valid for much of the Highlands and Islands of Scotland, Anglesey in Wales, The Isles of Scilly and the Isle of Wight in England).

 

How long for my delivery to arrive?

Your order will be processed and is ready for dispatch within 24 hours on working days. You will receive a shipping confirmation by e-mail as soon as your order has left our ware house. The delivery times varies from country to country - please check the individual delivery times here.

What are the shipping costs?

The shipping costs vary from one country to another. Please check the shipping costs here

Can I track my order?

You will receive a shipping confirmation by e-mail which will include a unique tracking number that you can use to track your parcel. You can also go to My account in the top of the site.

Do I have to pay customs and / or import charges?

For all EU countries, all customs and import charges are included in the price of the order. However, if you have been charged for taxes and duty, please contact Customer Service.

 

 

Do you deliver to PO Box addresses?

For security reasons, we unfortunately, cannot ship to PO Box addresses.

Why can I not track my parcel?

Perhaps your tracking information has not yet been updated at the shipping company. Please wait a few hours and try again. If there is still no information regarding your parcel, please contact Customer Service at either BESTSELLER or the shipping company.

My parcel is damaged - what do I do?

Always check the parcel is okay before accepting receipt of your delivery. Do not accept receipt of the parcel, if it turns out to have been damaged during transportation. The parcel will then be returned to us, and we will refund you the full amount of your order.

Payment

How do I pay my order?

We offer several different payment options and we take security very seriously so your details will be safe with us:

- VISA

- VISA Electron

- MasterCard

- PayPal

All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us to maintain security and prevent fraud. On your bank statement you will see BESTSELLER and your order number. If any questions, please have your order number ready before contacting our Customer Service.

For more information about payment options, click here.

When will I be charged?

You will be charged, as soon as the shipment leaves our warehouse. If your credit card is authorized, you will receive an order confirmation by e-mail, confirming that your order has been received.

If your card is not authorized, no payment will be made and you will get notified immediately on the screen that the payment was unsuccessful. Please remember that even if a payment is not authorized, some card issuers may still reserve the money meaning you cannot use the funds for a short period of time (max. 8 days).

Will I be charged any extra fees?

No. In BESTSELLER's online shop, you will not be charged any extra fees. However, you will be charged for the shipping costs.

Please note that some banks do charge an extra overseas transaction fee. This depends on the bank's policy and the fee is not issued by BESTSELLER. The overseas transaction fee will not be refunded by BESTSELLER. For more information, please contact your bank.

Purchases made from United Kingdom will be made in Euro's and the currency conversion only serves as a guideline.

Is it safe to order online?

Yes. Payment security is our top priority. We wish for our customers to feel entirely safe when shopping at BESTSELLER's online shop.  All Credit card holders are subject to validation and authorization by both the card issuer and BESTSELLER online shop to maintain security and prevent fraud.

Returns and Refunds

How do I return an item?

For EU countries

  1. Place item back in the item packaging.
  2. Write return reason code in the field on the item packaging.
  3. Place return note and item in the return parcel (you can re-use the our bag/parcel).
  4. Stick the prepaid return label on the parcel.
  5. Send the parcel using the same shipping company as for your delivery. Make sure to ask for a receipt, as a proof, that you have returned a parcel.
  6. Return costs will be deducted from your refund (free returns in Finland).

You can also read more in our Return Policy 

Items bought at BESTSELLER's online shop cannot be returned to a physical store.

Have you received my return?

We will send you a confirmation by e-mail as soon as we have received your return. From the day we have received your return, we will process it within 14 days and issue the refund.

When will I receive my refund?

When we have processed your return, we will issue the refund within 14 days. Please note that it can take 2-30 days before the money is back on your account. The time period depends on the line of credit on your credit/debit card and the terms and policies of your bank. We will refund the money to the same card that you used when you placed the order. If we cannot do this (i.e. if the card has been declined, cancelled or has expired), we will send your refund through a bank transfer. In this case, please contact our Customer Service.

What to do if I have been refunded the wrong amount?

If you think you have been refunded the wrong amount, please contact Customer Service and state your order number and the required refund amount. Please note: When you use the prepaid return label from your parcel, we will deduct the return shipping costs from your refund.

Why were the shipping costs not refunded?

If you are returning items from an EU country because you have changed your mind or the size is not right etc., you can use the prepaid return label for an easy return process. We will deduct the return shipping costs from your refund. If we have made a mistake with your order and you need to refund it because of this, we will of course refund you the full amount. Please fill in the return code on the return form.

How do I make a claim for a faulty item?

In case you are in the unfortunate situation to experience errors or defects to an item bought in our online shop, please make sure to claim the item no later than 2 years from the purchase date.

All you have to do is return the item to us and clearly mark code 13 as the return reason code. See return guide for guidelines how to return.

If you no longer have the return receipt and return label available, please contact Customer Service and we will provide it to you again.

Once we have received the item, your claim will be processed. Faulty items are always refunded by the full amount. We will issue the refund within 14 days, but please note, it can take up to 2-30 days before the money is back on your account (the time period depends on your agreement with and the terms and policies of your bank).

Unfortunately, we cannot offer to exchange the item, please place a new order instead.

Newsletter

How do I sign up for the Customer Club / Newsletter?

You can sign up to the Customer Club / Newsletter from the front page or bottom of each brand site. You just have to find either a link to Customer Club or a sign up box and then fill in your e-mail address.

How do I unsubscribe from the Customer Club / Newsletter?

At the bottom of the newsletter, you will find a link where you can unsubscribe the newsletter or terminate your membership.

How do I change / update my Customer Club profile?

At the bottom of the newsletter, you will find a link where you can change your Customer Club profile.

Styles

Can you provide more information about a style?

We do our best to give as much information as we can about all our styles. The product page for every item includes both description and images. If you have any further questions, please contact Customer Service stating the style name or style number and we will do our best to answer your questions.

I have seen a style but cannot find it on the site - why?

If you are looking for a specific style, please type the style name or the style number into the search box and you will go the style information. If you cannot find the style, it is not available in the online shop.

Do you have the style in my size?

If a size is not available in the online shop, it is unfortunately sold out. When an item is sold out, it will most likely not come back on stock. We do our best to always offer the very latest styles and trends in our online shop. Therefore, most sold out styles, do not come back in the online shop.

Do you have the style in a different colour?

If the requested colour is not available at the online shop, it is most likely sold out or it does not exist in this colour. When a style is sold out in a specific colour, it is not likely that we get it back in stock as we continuously get completely new styles in the online shop.

Technical Problems

I am having trouble using the shopping basket - why?

Any item you add to your shopping basket will be reserved for up to two hours, while you carry on shopping. After this point, items will be removed from your shopping basket and other customers will be able to buy them.
 
If items are disappearing from your shopping basket while you are shopping, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping basket page. Another reason for items disappearing from the basket could be, if the stock is low and the item gets sold out before you manage to complete your order.

If you are still having problems, try deleting cookies from your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and press OK.

What to do if items disappear from the shopping basket?

When you add an item to your shopping cart, we will check if it is available and then the item is reserved for you. Nevertheless, it can happen that another customer is buying the last item before we have reserved it for you.

Is it only possible to order online?

Yes, for security reasons, it is only possible to order online - and not by phone or email.

What to do if I have technical problems?

If you are having technical problems, we recommend you make sure you have the latest updates and patches for your operating system. If you are still having problems using our site, please feel free to contact Customer Service and we will be happy to help.

To help us look into your problem please try to include as many of the following details as possible:

Your operating system (e.g. Windows Vista, Mac OS 9.0)

Internet browser (e.g. Internet Explorer 9, Firefox 3.5)

The URL you were trying to access (e.g. http://shop.bestseller.com)

When did the problem occur?

Please cut and paste any error message that appeared on the screen into the email.

Which browser am I using?

 
Contact

How do I find a specific store?

On each brand site, you can find a store locator which you can use to find the contact details for all our stores.

How do I contact you?

If you have not found the answer to your question on this site, please contact customer service and we will be happy to help you.

 

Customer Service: +44 1618 366 825

Customer Service French: +33 01 53 25 45 92

Customer Service Finnish: +35 8207474690

Customer Service España: +34 952055190

We are happy to help you in English, Finnish, Spanish and German.

Opening hours for customer service are Monday to Thursday 09.00 to 17.00, Friday 09.00 to 14.30 (CET). We are closed on Danish public holidays.

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