Order Enquiries

Please note that, once placed, we are unable to cancel your order. We are sure that you will be delighted with all of our wonderful toys and games, however, if you wish to return the items once you have received them, please contact customer services who will be able to assist you further.

Jaques of London gifts cards are digitally sent to the email address you use to complete your order. In instances where this is ordered as a gift, you can then forward the email to a friend or loved one. Please note, our gift cards are not a physical product, and cards are not redeemable for cash. All purchased gift cards will automatically expire after 12 months If for some reason your gift card email does not arrive, please contact our customer services team within 2 weeks of placing your order.

If your parcel has been lost, you need to notify us within 21 days as we only have 25 days to raise the issue with the courier. Please complete our customer contact form and a member of our Jaques customer care team will get back to you.

Please note, once your gift messaging has been submitted at checkout and the purchase has been made, we cannot remove or amended the gift message. It is also, not possible for us to add a gift message to your order retrospectively.

We ask that you contact us if you have not received your order by the expected delivery date.

Unfortunately, you cannot add to an order after it has been placed and payment has been processed. If you need to order additional products, please make an additional order.

Unfortunately, we cannot amend orders once they are processed. For instance where you do not wish to keep your order, please contact our customer service team and they will send you a returns form.

Unfortunately, after the order has gone through, it is not possible to change the delivery address. If your order is returned to us at any point, we will of course issue a refund for the goods via the original route paid.

Unfortunately, as per our terms and conditions, we are unable to add discount codes retrospectively. Discount codes must be entered at checkout, so please check it has been entered before you pay.

All products are designed and sold as whole units. Therefore, we are unable sell items separately. If your order has a missing piece, it is necessary to contact our customer service team as soon as possible so that we can help to rectify the issue. We offer a 90-day manufacturing warranty.