ORDERS & DELIVERY
If you have any specific questions relating to your order, please email our customer service team at hello@jclondon.shop
Tracked shipping options:
UK Standard DPD delivery is available for £3.99 and typically arrives within (2) days. All orders are tracked. Enjoy FREE shipping on orders over £45.
EU: £8.99 (Customs charges may now apply)
US Standard: $7.00
ROW (incl. CANADA) £15.99
I have been asked to pay a duty fee to receive my delivery - what is this for?
Some countries charge a duty or tax on packages imported from the UK over a certain value. If your JC London order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as JC London cannot be held responsible for any tax payments.
Is there a risk of catching COVID-19 from a parcel?
The latest guidance and advice suggests that the risk is very low as the virus does not survive outside of the human body for more than 24 hours. We would always recommend following the government advice which is to wash your hands after touching the parcel and recycling (or disposing) of the external packaging.
Why don't you offer untracked shipping?
Unfortunately, we are currently unable to offer untracked shipping due to a high number of orders going missing in transit. We want to ensure all orders reach customers as quickly and efficiently as possible.
How long will my parcel take to get to me?
Our current processing time to despatch an order from our warehouse is 3-5 working days (Monday-Friday), not including the day the order was received.
The information provided is for guidance in the event of no significant delays.
Once your parcel has been despatched from our warehouse, it will take:
UK DPD: 1-2 working days (Weekends maybe longer)
EU: 5-9 working days
US Standard: 5-10 working days
Rest of World: 10-14 working days
(Working days are Monday to Friday, excluding UK Bank Holidays)
For non UK locations please check for contact from the postal service/ courier regarding the customs clearance of your order.
We are currently seeing long delays in the following countries customs departments: Italy, Portugal, Canary Islands.
Orders placed as part of a "Pre-Order" will be despatched in line with the advertised dates/ Information provided in the order confirmation email.
Where is my order?
Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.
I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?
These sometimes go into the spam/junk folders so please check this first and if you still do not have it, do email customer service at hello@jclondon.shop with you name and they will be able to help locate your order details.
My tracking number isn’t working, what shall I do?
Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact hello@jclondon.shop with your name and order number.
My items still haven’t been shipped and I haven’t received a refund, what shall I do?
Please contact hello@jclondon.shop with your name and order number.
Can I change my order?
We cannot guarantee that we will be able to change any orders due to the quick processing time of our fulfilment team please contact hello@jclondon.shop as soon as possible with your order number and requested amends and we will do our best to help you.
What payment methods do you accept?
You can purchase on our website using a debit or credit card including American Express, and we offer Paypal, Apple Pay, Google Pay, Shop Pay and Klarna*. You can also use a JC London gift card.
Which currency will I be charged in?
We currently support USD for our US customers and GBP for our UK and all other international customers. For international currencies, please note your bank and payment method may apply the corresponding conversation rate of the currency you choose, and additional processing fees.
My discount code is not working?
Please contact hello@jclondon.shop with your name and details of the discount code you are trying to use.
For discount codes on Pre-Orders please see Pre-Order details below.
UK Next Day Delivery conditions:
The cut off time for UK Next Day Delivery may be amended as required particularly during peak periods and product launches, the cut off time relevant to your order will be the one advertised on the website at the time of ordering.
Our UK Next Day Delivery service is provided by Royal Mail and DPD.
The following postcodes are excluded from our UK Next Day Delivery service: GY, HS, IM, JE, KW15-17, PA49, PA60-PA75, PA78, PH30, PH41-PH44 and ZE2-ZE3 postcodes. Items addressed to any British Forces Post Office (BFPO postcodes), Jersey, Guernsey and Isle of Man. Are also excluded.
If UK Next Day Delivery is selected for an excluded address we will aim to deliver your order as soon as possible after the expected date.
Orders with unclear, incomplete or incorrect addresses that require verification will be excluded from UK Next Day Delivery. Please take the time to carefully check your address details when placing an order.
Orders with pending payment, of high value or requiring additional security checks may be excluded from UK Next Day Delivery.
Sometimes we may not be able to provide UK Next Day Delivery because of something beyond our reasonable control (including but not limited to war, acts of terrorism, extreme weather conditions, earthquakes, fire, floods, traffic congestion, mechanical breakdown (including of machinery, equipment, and vehicles), any public or private road being blocked, or industrial action, government action, epidemic and pandemic). In these circumstances we will aim to deliver your order as soon as possible after the expected date.
FAQs
What do I need to provide when I make a purchase?
You will need to provide your email, phone number, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.
Can I use a discount code on my pre-order?
Most discount codes cannot be used during a pre order unless they have been communicated to be specifically applicable.
What happens if I cancel or return my pre-order?
You can cancel at any time, you will receive an email confirming the refund and should see the money back in your account in 3-5 business days.
Can I change my email or shipping address?
Yes! Send an email to hello@jclondon.shop with your updated details and a member of the customer service team will get this updated for you. You will then receive an updated pre-order confirmation email.
Is my payment information safe?
Payment information is processed securely. No card details are transferred to or held by JC London. All transactions take place via connections secured with the latest industry-standard security protocols.
I have cancelled my pre-order. How long will it take until I receive my refund?
Once you have cancelled your pre-order, your refund will be processed within 3-5 business days.
I have asked for a refund. How will I be refunded?
Refunds are issued back to the debit or credit card used at checkout. This can take up to 7 working days.
