faq

Presenting Unmatched by JACK & JONES, a Limited-Edition collection, which brings you an array of great style statements in the form of the coolest T-shirts, shirts, jackets & denims. Make the most of your unique personality by customising the pieces with your initials, preferred fit & colour! Support the idea of sustainability by choosing Unmatched, which crafts pieces that are only made to order.

Delivery Time

As these orders are customized based on your personal requirement, the product gets manufactured only once you have placed the order. Therefore, all orders will arrive within 15 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.

Free Shipping

We provide free shipping on all 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. All such undelivered orders will not be subject to cancellation or refund. Customers need to contact customer care for redirecting the orders to the same shipping address or different address as directed by the customer.

You can check the status of your order via the Tracking link shared with you via SMS, or by clicking on “Track Your Order” listed on the top right corner of the homepage. Upon clicking, you will be asked to provide your Order No. or your Mobile 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 shipped.

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. As orders are processed based on the customers personal specifications, no order once placed can be cancelled

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

  All orders are only Pre-Paid Orders. We support all major domestic and international credit cards, debit cards, wallets, and banks for net banking.

As these orders are placed specifically for you and in your personal specifications, orders cannot be cancelled once placed.

As these orders are made specifically for you and in your personal specifications, there is no return or exchange policy. Return or Exchange is only applicable if there is any manufacturing / quality defect in the products, the same will only be adhered if you notify our Customer Care team with 7 days of products been delivered to you.

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.

You need to contact our Customer Care team for raising any issue on the manufacturing/ quality defects of the products, post which 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.

DELIVERY & DISPATCH

While we have resumed deliveries, some deliveries may still be delayed, owing to lockdown restrictions in certain areas and/or pin codes.

RETURNS & REFUNDS

• In the event that you wish to return your order/s due to manufacturing / quality defects, please raise a request to our Customer Care team for return on the website. You will receive the refund as credits which will be added to your website account. The transfer will reflect in your website account within 2-3 business days, after receipt of returned merchandise at our fulfilment centre.

• In case we are not able to dispatch your order due to out of stock or product not meeting our quality parameters, we shall initiate a transfer back to the source. While the brand will accept requests for returns in case of manufacturing / quality defect, please expect a delay in return pick up and subsequent refund.

We thank you for your patronage and we want you to be rest assured that as an organisation we are following stringent safety measures for all our employees and in our warehouses. We are adhering to the protocols laid down by the Health Ministry, which include:

• Daily Temperature Checks of All Employees
• Daily Sanitisation/ Fumigation of the warehouse premises
• In house Doctor stationed at the warehouse
• Mandatory use of masks and gloves
• Ample provision of sanitisers, clean drinking water and garbage disposal bins
• Social Distancing- Employees working in shifts, with only one employee per worktable
• Regular Announcement of Safety Measures
• Contact Less Delivery of Products

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. 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 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.

CREDITS

1. The credits are valid for a period of one year from the date of purchase and/or date of receipt as refund, into your account

2. The value of 1 Credit is equal to Re 1/-

3. The credits entitle you to shop & redeem from Unmatched & Jackjones.in website only.

4. The credits can be redeemed over multiple transactions on Unmatched and jackjones.in website

5. Once bought and/or received as refund, the credits will be reflect in your 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 unmatched.jackjones.in & Jackjones.in.

10. In case of any dispute regarding the 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 account

12. The credit points cannot be in excess of INR 10,000 at any point in time

13. Jack & Jones Credits can be redeemed in the unmatched.jackjones.in account & vice versa.

By Registering on UNMATCHED, You automatically get registered on Jack&Jones

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.