Frequently Asked Questions

In general, you can change your delivery address within 12 hours of purchase. Make sure to contact us immediately with your order number and the correct address. The more information you provide, the faster we can change your information. Although we cannot guarantee that we will receive your order in time for it to be processed, we will do our absolute best to make the requested changes.

Make sure you write "Urgent: Change order details" in the subject line. Any other title may cause delays in the delivery of your order.

Keep in mind that your order may have already been shipped. In this case, we cannot send you a new one, so it is best to contact the postal service.

Yes, all orders will include a tracking number. It is automatically sent to your email address.

As soon as your package has been sent, you will receive an email confirming that the package has been sent. The email will give you the tracking number for your package and a link to the tracking page.

We are very sorry that you haven't received your package yet. Please read through the options below as it may help you find your package.

A. Double-check your delivery address.

We recommend that you double-check the delivery address you entered to ensure it is correct. Check that the home number and unit number (if applicable) are correct.

You can check the delivery address provided to us at check-out by following the steps below:
- Log in to your Jacques account.
- Click on the order that you have not received.
- Review the delivery information to ensure that the address provided is correct.

Please note that Jacques cannot be held responsible for incorrectly delivered packages if an incorrect delivery address has been provided to us. The customer is responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents at that address to see if they can accept the package on your behalf.

Otherwise, you can keep an eye on the tracking information to see if it is updated to show that the package is "returned to sender". If so, please contact us with your order number and we will be happy to send a new package to your intended address.

B. Check with your household members and your neighbors.

When a package is delivered, most carriers simply deliver it to the address indicated on the waybill, and not necessarily to the recipient indicated. Therefore, check with your household members as there is a chance that someone else may have received the package on your behalf.

We also recommend that you contact your neighbors to see if someone has received the package for you.

C. Check your mailbox and any secure drop-off points near your home.

In most cases, the carrier will indicate on your tracking link where the package was delivered (a mailbox, the front door, etc). However, we still recommend that you check all possible areas where it may have been delivered to rule out the other options.

What does safe delivery mean? Safe drop-off refers to any place around your household where your parcel can be considered better hidden from passers-by by the person delivering your parcel. Check if the parcel is on your porch, near your garage and at the entrance to your backyard.

D. For businesses - contact the security guard, mailroom and reception.

If your delivery address is to a business, it is very likely that the package has been delivered elsewhere and/or to someone else. Contact the mailroom, reception and security to see if someone has received the package for you.

E. For apartment buildings - check with the security guard or reception/concierge.

In many cases, the package is delivered to the concierge or security department. Please contact the building's reception or management office to ask if they have received your package.

F. Contact your local post office.

There is a chance that your package may have been detained at one of your local post offices instead, even though the tracking shows that it is "Delivered". We recommend that you contact your local post office to ask if they are holding your package. Be sure to contact the number of that particular post office, and not the carrier's general support line.

G. Wait 24-48 hours for your package to be delivered.

In rare cases, the carrier may mark the package as delivered earlier than it actually is. Wait 24-48 hours for your package to be delivered or for the carrier to make another update.

If you have done all the above and still haven't received your package, please contact us with your order number and we will be happy to help you further.

Please note: We cannot be held responsible for packages where the tracking information indicates that the package has been delivered to your order address.

If you have previously experienced lost or stolen parcels where you live, we recommend that you have your parcel delivered to a work address to ensure you receive it safely.

The carrier will generally determine whether your order can be left in a safe secure location at your delivery address. Please contact your courier or our customer support at info@jacquesinc.com to file a case.

How quickly you receive your order can vary depending on a few things, such as your delivery method and delivery address. We offer several different shipping methods. Each shipping method has its own handling time/benefits which you can compare on our shipping page.

Yes, absolutely! You can do this by filling in your address as "billing address" and the address you want to send your order to as "delivery address".

We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express and PayPal. We also offer local payment methods such as Klarna, iDeal in available countries.

We do not accept checks or money orders, but you can purchase via PayPal if you are worried about entering your credit card details online. Just click the "PayPal" button at checkout.

You will immediately receive an error message if there is a problem with the processing of your credit card. You have the option to enter a new card number if this happens. Make sure that all your personal information matches the exact information (name, address, etc.) associated with your credit card. If any information is not correct, the transaction will not be completed, as we have a very secure payment process. If you are unsure, you can call your credit card company to verify the information they have in their records.

Also check that your credit card can be used for international purchases. Jacques is a Sweden-based company. You can also try going through the regular checkout or PayPal checkout as payment options. Please note that our online checkout system does not allow payments to be split between two cards.

If you haven't received a refund yet, first check your bank account and then contact your credit card company. It may take some time before your refund is officially recorded. Then contact your bank. It often takes some time for the refund to be registered. If you have done all this and still haven't received your refund, please contact us.

Each product has it's own specified material under the 'Details' tab on its product page. Please visit the specific product you're inquiring about.

Our products are exclusively sold online at www.jacquesinc.com.