Terms and conditions

Domestic Shipping

We offer Australia Standard Parcel Post on all orders at a flat rate of $10. We offer free shipping on domestic order's over $250.

Dispatch and Delivery Times

Orders are sourced and dispatched nationwide. We aim to source and 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. Customers will be notified of any dispatch delays.

Please note that during SALE periods orders may take an extra 3-4 days to dispatch on top of normal dispatch times.

All domestic orders are dispatched via Australia Standard Parcel Post. Please note shipping times are additional to the dispatch time stated. Australia Parcel Post endeavor to deliver items within 3-10 business days once shipped. For further information please refer to the Aus Post link provided; http://auspost.com.au/track/track.html

International Shipping

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.

For new zealand orders we charge a flat rate of $15.

For all other countries that we ship to we charge a flat rate of $25.

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. Factory X Pty. Ltd. 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 website of the corresponding courier below.

Domestic - Australia Post
International - Australia Post Express Courier International
Delivery Address

Jack London recommends customers provide a secure delivery address, for example your place of employment, as we are not responsible for stolen parcels.

Click and Collect is a series that allows you to place an order online and then collect in store.

Click and collect is only available on Full Price items.

The below stores are the only stores offering Click and collect;

  • JL SWANSTON (VIC)
  • JL BRUNSWICK (VIC)
  • JL CHADSTONE (VIC)
  • JL CHAPEL (VIC)
  • JL FLINDERS (VIC)
  • JL STH MELBOURNE (VIC)
  • JL DONCASTER (VIC)
  • JL EASTLAND (VIC)
  • JL WORLD SQUARE (NSW)
  • JL NEWTON (NSW)
  • JL PERTH
  • JL ADELAIDE
  • JL HOBART

Please note, once an order has been placed no changes can be made to the order including cancellations.

You will receive an order confirmation once your order has been placed. Please wait until you receive an email confirming your order is ready for collection before heading into store

Refunds/ exchanges can be processed on click and collect orders in store

Exchanges can only be processed in store.

Refunds can only be processed online.

Please allow 48 hours for the funds to clear. Refunds will automatically go back onto the original method of payment.

The customer who placed the order is the only person who can collect it. Please ensure you bring your invoice into store as well as Photo ID

If your order is not collected in 7 business days we will attempt to contact you. If we are unable to reach you, we reserve the right to cancel your order and process a refund.

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 our subscription form, in-store form, at the online checkout or by entering one of our promotions is stored in a secure cms. This is only accessed and used by Jack London staff to notify our customers about our brand and products.

To remove yourself from our subscriber list, please click the "unsubscribe" link in the next email OR email us on jackonline@jacklondon.com.au and ask to be removed.

Cookies & Tracking

As you browse the Jack London and other websites, online ad networks we work with may place anonymous cookies on your computer, and use similar technologies, in order to understand your interests based on your (anonymous) online activities, and thus to tailor more relevant ads to you.

If you do not wish to receive such tailored advertising, you can visit this page to opt out of most companies that engage in such advertising. (This will not prevent you from seeing ads; the ads simply will not be delivered through these targeting methods.)

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Faulty items' Policy:

Should you receive a faulty or damaged item, please contact our customer service team on (03) 8420 0353 or via jackonline@jacklondon.com.au and we will instruct you on how to return the item.

Change of Mind Returns Policy

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

The Jack London online store is happy to provide an online credit or exchange for any item purchased online, and for items purchased at full price we can provide a full refund, excluding shipping costs. Unfortunately we cannot offer refunds on sale items, 'online exclusives' and items bought on promotion unless the item is faulty. We also do not accept items purchased in store.

The item(s) must be unworn, unwashed, unused, in original condition with all labels / tags attached and returned within 14 days of receiving your product. During sale periods, returns may take up to 10 days to process. Proof of online purchase/order number must be filled out on the returns form.

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

Returns are only accepted via post and not in person.

Returning via Post

The link provided below only applies to domestic customers. Please use your international postal service if you are mailing from abroad.

Please visit https://returns.auspost.com.au/jack-london-returns and follow the prompts.

Please note: You will need to enter your full 9 digit order number into both the order number and R/A number (Return authorisation number) section on the returns page.

The Jack London online store is not liable for the loss of an 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 address to: Jack London Online Returns - 65 Victoria Crescent, Abbotsford 3067 Victoria, Australia

Change of Mind Refunds Policy

Refunds are only available on full priced items and will be processed using the original tender type that the original purchase was made with. Please do not provide credit card details on the returns form. Once you have been refunded, please allow up to 48 business hours for the funds to clear in your account. Please note, refunds are not available on sale items, ''Online Exclusives'' products or items purchased during a promotion, unless the item is faulty.

110% Online Credit: If you are returning a full priced item and would like to shop with us again, we offer a 110% online credit. This means you will receive the amount paid plus 10% to use on your next online purchase.

Sale items: Items that are on sale, purchased during a promotion, online credits and gift cards are non-refundable. You will automatically be issued with an online credit valid for 3 months. ''Online Exclusives'' can be returned for an exchange or online credit. No refunds will be issued, unless the item is faulty.

Faulty items: Should you receive a faulty or damaged item, please contact our customer service team on (03) 8420 0353 or via jackonline@jacklondon.com.au and they will instruct you on how to return the item.

For hygiene and health reasons, we do not accept swimwear, earrings, hosiery, and hair accessories, unless the item is faulty.

Exchange

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.

In-Store Exchange: All Jack London online orders are able to be exchanged instore, excluding ''Online Exclusives'' products. Customer's have 14 business days to exchange. David Jones concessions are unable to accept online exchanges. A printed copy of the order email is required when making an exchange. Please note that The Jack London boutiques can only exchange for items of the equal value or more. Boutiques are unable to issue refunds or credit notes.

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.

International Returns

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

Afterpay Returns Online

All full price Afterpay purchases are eligible for a refund. Order's placed on sale or during a promotion are only entitled to a online credit.

No exchanges can be made on Afterpay purchases.

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.

After Pay purchases will not be accepted in Boutiques, David Jones Concession Stores or Outlets.

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.

Change of Mind Instore Returns Policy

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. However, 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. For health reasons, there are no returns or exchanges on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault.

Faulty item's Instore Policy

Should you find the item you purchased is faulty, please return it to the nearest store and we will provide an exchange or refund provided the item is returned within a reasonable time with proof of purchase.


Please note that colours may vary slightly from those displayed by your monitor.

If you need help establishing what size you are at Jack London please refer to our sizing chart.

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 are interested in joining the Jack London team click here to see positions available.

Or apply here.

Jack London Head Office

61 Church Street, Abbotsford, VIC 3067
Phone: (03) 9429 0000

Jack London Online

Phone: (03) 8420 0353
Office hours: Monday - Friday 9am to 5pm, Saturday and Sunday 9am to 5pm.


We welcome any feedback or enquires that you may have. Please feel free to email us at jackonline@jacklondon.com.au

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