Orders & delivery
Help with ordering, delivery and gifts.
Choose your items, select the size and colour, then add them to your basket and complete checkout. Delivery options and charges are shown before you pay.
We will email your order confirmation. Please check your delivery address carefully. If you need to change an order, contact janice@jacu.uk or call 01628 482248 as soon as possible.
We usually dispatch within 1–2 working days, Monday to Friday excluding bank holidays.
Delivery times are estimates; the final options and charges appear at checkout. Read our delivery information.
We usually dispatch within 1–2 working days. Delivery estimates below run from dispatch.
Customs can cause delays, and duties or taxes may be payable. Check supported countries and full delivery details. Available services and final charges are shown at checkout.
Start with our size guide. Shapes and proportions vary between designers, so contact Janice if you would like help with a particular piece.
Of course. Send Janice the product name or link and the size you are considering. We can check garment measurements and talk through the fit before you order.
Call 01628 482248, text 07588 792259 or email janice@jacu.uk.
Yes. Our personal shopping service is complimentary, with no obligation to buy. Janice can help with fit, outfit ideas or dressing for an occasion, in the shop or through a phone or video appointment.
Request a personal shopping appointment and Janice will arrange a time with you.
Gift wrapping in natural-coloured paper is available on request from 1–22 December. Please email janice@jacu.uk or call 01628 482248 before ordering to arrange wrapping or ask about gift-box options.
Our usual packaging is recycled tissue paper wrapped in recycled brown paper.
Give them the freedom to choose a piece they love. Our gift cards are available in £25, £50, £100 and £200 values.
For help choosing or using a gift card, contact Janice at janice@jacu.uk or call 01628 482248.
Collection is available from our Marlow shop, subject to availability. Check the collection option at checkout or contact janice@jacu.uk before ordering.
3–5 Quoiting Square, Oxford Road, Marlow, Buckinghamshire, SL7 2NH
Usually Monday–Saturday, 10:30am–5:30pm; Sunday, 11am–4pm. Closing times can vary—if you’re planning a late-afternoon visit, please call ahead.
You can place an order without creating an account. Keep your order confirmation email: it contains a link to your order details.
To amend an order or delivery details, contact janice@jacu.uk or call 01628 482248 as soon as possible. We will try to help, but changes may not be possible once your order has been dispatched.
This does not limit your right to cancel an online purchase: you may cancel before delivery or notify us within 14 calendar days starting the day after delivery, then send the goods back within a further 14 calendar days.
We email a confirmation after you place your order. Use the order-status link to check its progress, and the tracking link in your dispatch email once it is on its way.
If an email is missing, check your junk or spam folder. For help, email janice@jacu.uk with your order number, if available, and the email address used at checkout.
Contact janice@jacu.uk or call 01628 482248. Tell us which item you are trying to order and what happens at checkout. Please do not send card details by email.
We usually stock only one of each size, and most styles will not be restocked. Contact janice@jacu.uk or call 01628 482248 with the designer, item and size you are looking for. We can check availability and help you find an alternative.
Your order confirmation email contains your order details. If you need another copy of your receipt or an invoice, email janice@jacu.uk with your order number and the email address used at checkout.
We deliver to physical addresses. We cannot deliver to PO boxes, APO/DPO addresses or military addresses.
Yes. Enter your preferred delivery address at checkout and use the billing address associated with your payment method where requested. Check both addresses before placing your order.
Check the tracking link in your dispatch email for the latest update. Delivery times are estimates. If your parcel is overdue, tracking has stopped updating, or it says delivered but you have not received it, contact janice@jacu.uk or call 01628 482248 with your order number so we can investigate.
Contact janice@jacu.uk or call 01628 482248 with your order number and a description of the damage. Photos of the item and packaging can help us investigate, if available. We will explain the next steps.
See our returns and refunds policy for your rights when goods are faulty or damaged.
Check your dispatch email for details of the items sent. If something is missing, contact janice@jacu.uk or call 01628 482248 with your order number and the missing item so we can investigate.
Returns & exchanges
Returning an item, arranging an exchange or checking a refund.
For online purchases, tell us you wish to cancel within 14 calendar days starting the day after delivery. Then send the items back without undue delay and within a further 14 calendar days after telling us. These rules apply equally to full-price and sale items.
You may try on clothing as you would in a shop. Please keep tags attached and packaging where possible; their absence does not automatically remove your statutory rights. We may make a lawful, proportionate deduction if excessive handling reduces an item’s value.
Orders placed before our 24 September 2026 policy update retain any more generous terms offered when purchased, including the previously advertised 30-day period to request a return. Faulty-goods rights are separate.
Email janice@jacu.uk, call 01628 482248, or write to Jacu at our returns address with a clear statement that you wish to cancel. Please include your order number or other proof of purchase and the items concerned. No reason, particular form or prior approval is required for statutory cancellation.
Send the goods back within 14 calendar days after notifying us. Pack them securely and keep proof of posting. For change-of-mind returns, you pay return postage if informed before purchase. We cover reasonable return costs for faulty goods where required by law.
To check whether your return has arrived, use your tracking details or contact Janice. Your refund deadline is based on receipt of the goods or evidence of sending them back, whichever is earlier.
Jacu — Online Returns
3–5 Quoiting Square
Oxford Road
Marlow
Buckinghamshire
SL7 2NH
United Kingdom
For change-of-mind cancellations, we refund without undue delay and no later than 14 calendar days after receiving the goods back or evidence you sent them back, whichever is earlier. If nothing has been supplied, we refund within 14 calendar days of cancellation.
We use your original payment method unless you expressly agree otherwise. Your payment provider may take additional time to display the credit. When the whole order is cancelled, the refund includes standard outbound delivery, if paid, but not the extra cost of an upgraded delivery service.
For a statutory rejection of faulty goods, any refund due is issued within 14 days of agreeing your entitlement, without undue delay.
A return is not automatically refused because it arrives more than 14 days after your original delivery, or because packaging or tags are missing. For change-of-mind cancellation, notify us within 14 calendar days starting the day after delivery, then send the goods back within a further 14 calendar days.
We will explain any applicable exception, missed cancellation deadline or lawful deduction for diminished value. Your rights for faulty or misdescribed goods are separate and are not limited to this cancellation period.
Our voluntary guarantee covers manufacturing faults on eligible items bought directly from us with an original full price over £75, for ten years from purchase. Sale items can qualify too, subject to the proof-of-purchase requirements.
Depending on the claim, we may repair, replace or offer a voucher based on the item’s remaining value. Wear and tear, accidental damage and improper care are excluded. This guarantee is additional to your statutory rights and does not limit them.
Read the full guarantee, eligibility and claim terms, or contact janice@jacu.uk for help.
Please contact janice@jacu.uk or call 01628 482248 to arrange an in-person handover for an online return. Postal online returns go to Jacu — Online Returns, 3–5 Quoiting Square, Oxford Road, Marlow, Buckinghamshire, SL7 2NH.
Notifying us of cancellation does not require approval. The cancellation and return deadlines in our returns policy still apply.
Payments
Payment options and help at checkout.
The payment methods available for your order are shown at checkout and may depend on your location and device. Review your total and any payment-provider terms before confirming.
If payment is declined, check the details entered or contact your payment provider. For order help, email janice@jacu.uk or call 01628 482248. Please do not send card details by email or message.
Accounts
Signing in, updating your details and managing your information.
Open your account and follow the sign-in or recovery instructions using the email address associated with your orders. Check your junk or spam folder for any sign-in email.
If you still need help, email janice@jacu.uk. Please do not share your password or sign-in code.
We use personal information to process orders, arrange delivery and provide customer support. Information may be shared with service providers and other parties as described in our Privacy Policy. That policy explains our use of information, cookies and marketing, and how to exercise your privacy rights.
Sign in to your account to view the options available. For help correcting your details, contact janice@jacu.uk or call 01628 482248. Changing saved details does not necessarily update an order already placed; contact us promptly if that order needs a change.
Email janice@jacu.uk from the address associated with your account. We will explain the next steps. Our Privacy Policy explains your rights and information we may need to retain.
Bring your order number or confirmation email when visiting us. For an online return, please contact us first to arrange an in-person handover, as explained in our returns policy.
News & new arrivals
Stay in touch with new arrivals, styling inspiration and news from the shop.
Use a newsletter sign-up form on our website and follow the instructions. We will keep you informed about new arrivals, sales and Jacu news.
Use the unsubscribe link in a Jacu marketing email, or email janice@jacu.uk for help. Unsubscribing from marketing does not stop essential messages about your orders.
