Terms and conditions


Please note due to COVID-19, some domestic customers may experience a 3 or 4 day delay with their delivery. We are still delivering internationally but there may be service impacts. Please check the affected countries before purchasing, we thank you for your patience.


Clothing, accessories and shoes

We offer Australia Post Parcel Post for $10.00, Australia Post Express Post for $14.95 and FREE Parcel Post on ALL orders $199 and over (domestic only).

Express Post

Receive your order in 2-4 days. (excluding weekends & public holidays)

Please note during peak sale periods, delays in dispatch can occur.

Delivery via Australia Post is only on business days and not on weekends or public holidays.

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery.

You can request to change your delivery method for your parcel with Australia post on their website once tracking details are available.

We cannot accept responsibility for delays in delivery due to unforeseen circumstances. (e.g. Strikes, floods etc.)

Dispatch and delivery times

Orders are sourced and dispatched nationwide. We aim to dispatch orders within 1-3 business days after purchase. Occasionally, orders may need to be sourced from multiple Jack London locations. If this is the case, then your order will arrive to your shipping address in more than one parcel.

Please note that during SALE periods orders may take an extra 2-3 days to dispatch on top of normal dispatch times. Customers will be notified of any dispatch delays.

All domestic orders are dispatched via Australia Standard Parcel Post. Please note shipping times are additional to the dispatch. For further information please refer to the Aus Post link provided; https://auspost.com.au/track/track.html days for regional areas.

Please refer to the Australia Post website for further information regarding delivery times.

Order Tracking

To track your orders please login to your account or check your shipping email and visit the tracking link made available to you.

Delivery Address

Jack London recommends customers provide a secure delivery address, for example your place of employment. Jack London is not responsible for lost/stolen parcels.

Yes, we ship internationally!

For New Zealand orders we charge a flat rate of $15.

For all other countries we charge a flat rate of $25. For orders over $250 shipping is free.

Please note, we do not ship to all countries and highly recommend using a business address for delivery. If your country is not included in the "estimate shipping and tax" drop down, then we don’t ship there.

International orders are sourced and dispatched nationwide using Aus Post Express Courier International. We aim to dispatch orders within 2-5 business days after purchase. Some items are of limited stock and may take up to 10 business days to source.

Duties & Taxes

There is no GST charged on international orders.

We maintain price parity between local and offshore customers.

There are additional charges for handling of international orders.

All products are sold on a Delivery Duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on receipt. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing any orders for international shipping. Please note that many countries have specific import restrictions on certain products or materials and it is the responsibility of customers to check local customs regulations before placing an order for shipping outside Australia. Jack London does not offer any assistance in this process.

Order Tracking

To track your orders please login to your account or check your shipping email and visit the tracking link made available to you.

Delivery Address

Jack London recommends customers provide a secure delivery address, for example your place of employment. Jack London is not responsible for lost/stolen parcels.

Returns

Online

If you’ve received a faulty or damaged item from an online purchase, please contact our customer service team on (03) 8420 0352 or via

Jack London Online Store: jackonline@jacklondon.com.au and we will instruct you on how to return the item.

In-store

You can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it.
  • is unsafe.
  • is significantly different from the sample or description.
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase — e.g. your receipt.

Due to the current situation with COVID-19 and the temporary store closures,
we will extend our returns policy for 7 days after stores re-open for all purchases made on or after the 18th March, 2020.
Any Online orders that need to be returned, will need to be sent back to Head Office.

Online

We hope you love everything that you order from us, but if something isn’t quite right you have 14 days from the day you receive your parcel to return the item to us.

Full-priced items can be returned for an online credit (valid 3 years), an exchange where product is available or a full refund of the item(s) excluding shipping costs.

Sale & promotional items including flash sale styles can be returned for an online credit (valid 3 years) or an exchange where product is available.

Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.

For Final Sale / Non-refundable products returned due to change of mind, or does not meet the ACL criteria, the products will be returned to the sender via the marked address or via the details of the original purchase order where the parcel is un-marked. We are not liable for the loss or delay of return to sender parcels. All Final Sale / Non-returnable products will be marked on the product page and at checkout prior to purchase.

Afterpay & Zip Pay full price items can be returned for an online credit (valid 3 years) or a refund if full price. Afterpay & Zip Pay purchases cannot be exchanged. Orders placed on sale or during a promotion are only entitled to an online credit.

If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge.

When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.

Note: Returned item(s) must be unworn, unwashed, unused, in original condition with all labels/tags attached and returned within 14 days of receiving your product. For health reasons, we do not accept returns on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault. During sale periods, returns may take up to 10 days to process upon receipt.

Returns for items purchased through Jack London are only accepted via post and not in person. Jack London do not accept postal returns on items purchased in store.

In-store returns: All Jack London orders are able to be returned instore. Customer's have 14 days to return purchases. A printed copy of the order email is required when requesting a refund. The refund will be process back to the method of payment.

In-store

We hope you love everything that you purchase from us, but if something isn’t quite right you have 14 days to return the item. Please note, we are not required to provide a refund or replacement if you change your mind.

Full Priced Items

Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for a full refund or exchange.

Sale & Promotional Items

For items purchased on sale or during a promotional period, we will happily offer you an exchange within 14 days with proof of purchase.

Zip Pay & Afterpay Purchases

Purchases made in store using Zip Pay and Afterpay can be exchanged or refunded within 14 days of purchase and with proof of purchase according to the guidelines set above for full price, sale items, promotional items, and faulty items.

Online

If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre-order or hold stock. When returning shoes, shoe boxes must be intact.

Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

Shipping and Extra Charges

You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.

The Jack London store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.

As the Jack London store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.


In-Store Exchange

All Jack London orders are able to be exchanged in-store. Customer's have 14 days to exchange. A printed copy of the order email is required when making an exchange.

In-store

We hope you love everything that you purchased from us, but if something isn’t quite right you have 14 days to return the item.

We are not required to provide a refund if you change your mind. On sale items we will happily offer you an exchange within 14 days with proof of purchase.

Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for an exchange or refund. For health reasons, there are no returns or exchanges on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault.

Domestic Returns

We have partnered with AusPost to make your Jack London return easier.

Visit https://return.auspost.com.au/jack_london and follow the prompts to lodge your AusPost return for Jack London orders.

You will need to enter your full 9 digit order number into the order number box.
For your return authorisation (RA) number please enter your order number again.

The Jack London is not liable for the loss of item(s) being returned using this service. Please refer to the Australia Post website for Terms and Conditions. We recommend retaining your parcel lodgement receipt as this contains your tracking number.

If you would like to organise your own return postage satchel, please fill out our online returns form to include in your satchel and address to:

Jack London Online Returns

65 Victoria Crescent,

Abbotsford 3067

Jack London do not accept postal returns on items purchased in store.


International Returns

Using your nominated delivery service, please address your Jack London return to:

Jack London Online Returns

65 Victoria Crescent,

Abbotsford 3067

Victoria, Australia

Important: Returns will not be accepted without a completed returns form. Please DO NOT provide any other documents aside from the returns form.

Additional Information

Jack London recognises and agrees that the privacy of all personal information is important to individuals. All personal information collected to process and fulfil your order is to be minimal, private, correct, safe and most importantly in the control of the individual.

We do not share any credit card information with any third parties, other than for the purpose of processing payments for the product you have ordered.

We will only ask for and use relevant personal information necessary to conduct our business. All information collected for Jack London is for the sole purpose and use of the brand only.

Subscriber Database

Subscription information collected via any of our forms is stored in a secure CMS. This will only used by Jack London staff to notify customers about our brand and products.

To remove yourself from our subscriber list, please click the "unsubscribe" link at the bottom of any Jack London email. You can alternatively email us on jackonline@jacklondon.com.au and request for us to manually do so.

Cookies & Tracking

As you browse the Jack London website (as well as most other websites), online ad networks that we work with may place anonymous cookies (or similar technologies) on your computer. This is solely implemented to help tailor a more relevant experience for you.

If you do not wish to receive this tailored advertising, contact us if you want to opt out. Please note that this will not prevent you from seeing ads; they will simply lose their targeted nature.

These are items that have not arrived at our warehouse, but are on the way and are available for you to pre-purchase. We will deliver the item(s) to you as soon as it arrives.

We make every effort to keep sufficient stock of items shown on our website. Occasionally, we do sell out of products before the site can be updated. If this should happen, you will receive an email indicating that a particular item you ordered is out of stock. Any changes will be reflected on your invoice.

If a specific size or colour is not listed it is currently out of stock or sold out.

Jack London uses only the highest quality fabrics. However, due to their delicate nature, garment care instructions must be followed. Garments particularly intricate or delicate, may have special dry-cleaning requirements. We recommend you use only a trusted and reputable dry-cleaner. Treat your Jack London pieces with care and love!

Footwear

We recommend spraying footwear with the appropriate protector before wear.

If you have any wholesale enquiries, please contact us at jackonline@jacklondon.com.au