Frequently asked
Where is my order?
After you place an order, we’ll send you a confirmation email with your order details and the estimated delivery date – You can also check the current delivery time here to see if there are any delays. It can take up to 2 working days before you can track the parcel. Has it been 48h since you have placed your order and have you not received an order confirmation yet? Please reach out to our customer service. Find out more details here
Do I have to pay for shipping?
At the checkout you see all delivery options including the relevant fees. For orders above € 60 we offer a free parcel shop delivery.
Can I cancel / change my order?
Unfortunately, we can’t cancel / change your order, since we send your order information from the online shop directly to our warehouse system for a speedy delivery. You can always refuse to accept the delivery and the parcel will automatically be sent back to us at no cost to you.
What if I have entered the wrong address?
If the shipping company is unable to deliver the parcel because of an incorrect name, phone or address, the parcel will automatically be returned to us at no cost to you. Once we’ve received it at our warehouse, we’ll send you an automated email and proceed with your full refund within approx. 20 working days.
An item I like is out of stock, will it be re-stocked?
To make room for all the latest styles and trends on our website, it’s unlikely we’ll stock an item again once it sells out in a certain size or colour. Unfortunately, our Customer Service can't check whether the items will be available again in the online shop. We recommend you frequently check the online shop to whether the item has returned in stock.
How do I receive my KLARNA invoice? (where applicable)
If you have questions regarding your payment or open invoice please contact Klarna's customer service.
How can I return an item?
If you need a return label, you can easily create a return label yourself by registering your return on the Return Portal.
Can I return an item in a physical store?
Unfortunately, returns in store are not possible. If you need to return an item you can easily create a return label yourself by registering your return on the Return Portal.
Can I return multiple orders in one parcel?
To ensure a quick processing of your return, we recommend to return different orders in separate parcels.
Do I have to pay for my return?
Returns cost 1.99 € and will be deducted from your refund. Please note the return fee is charged per parcel that is returned to us.
Can I exchange an item?
Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item.
When can I expect my refund?
It can usually take up to 20 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded. The refund will be made using the same payment method you chose when you made your order.
What do I do if I have been refunded the wrong amount?
Returns cost € 1.99 and will be deducted from your refund. If you think you’ve been refunded the wrong amount due to other any reasons, please contact our Customer Service and state your order number and the required refund amount.
Can I collaborate with you? Or Can I be an ambassador/influencer for you?
We are a brotherhood, and we always look for new and exciting ways to collaborate. Learn more about our latest venture JACK & JONES Casting, and become our model. No matter your fashion preferences, we want you to join our new universe. If you're crazy about denim, punk rock, or formal look – we are all part of the same honest world, dedicated and dictated by men like you. You can also join our affiliate program here.
Where can I get a promo code?
After subscribing to the JACK & JONES Newsletter, we’ll send you a discount voucher to your mailbox. Additionally, our members have regular access to special offers and promotions. Subscribe to our newsletter here.
Where can I find JACK & JONES size guide?
You will find our size guide HERE. Find the right fit now.
If we couldn’t answer your questions visit our customers support page or send them an email.
