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How to care for your jac&lou garments
jac&lou can assist you with online shopping and answer any questions you have about our products and our online store.
If you require assistance, please do not hesitate to email us anytime at info@jacandlou.com.au .
We love hearing from our web visitors, so please let us know when we are doing something well or could be doing something better!
All prices on our website are in Australian Dollars and include Australian Goods and Services Tax (GST).
For international purchases, PayPal will bill your credit card in Australian Dollars and will convert the charges to the relevant currency for you.
Your international order may be subject to import duties and taxes that are levied once your package reaches your country. jac&lou does not collect international duties and taxes and is unable to predict what the particular charges for any country may be. If you do incur these additional charges, they are generally payable before your package can clear customs. Please contact your local customs office for further information regarding your country's specific customs requirements.
Shopping at jac&lou online is easy, just follow the steps below.
1. Select products from the product menu on the left hand side of the screen or via the Products dropdown on the top toolbar. Products can also be selected via the gallery slideshow.
All the styles that are available to buy from particular product categories will be shown as thumbnail images. Click on the image to access the individual item's product page where you will be given information on price, sizing, colour options and larger product images.
2. To place an order online you need to have browsed our products and placed items that you wish to purchase into your Shopping Bag. You can do this by simply selecting the size, colour and quantity of an item from the drop down menus provided on each product page. You then click on the ‘Add to Bag’ button.
You can keep browsing and continue to add items to your Shopping Bag. You can add, edit or remove items from your Shopping Bag at any time up until you place your order.
Please note that for each product we let you know when a size or colour is currently out of stock. Please contact us by email to find out when we expect another delivery. Alternatively, you may wish to consider purchasing one of our other designs or colours.
3. Review the items you have chosen in your shopping bag. To change the quantity of an item in your shopping bag, please change the quantity number and press ‘Update’. Press ‘x’ to delete an item from your shopping bag.
Please be aware that when the item is in your shopping bag another customer can still purchase it.
4. Proceed to ‘Checkout’ to finalise your purchases. Continue to follow the instructions and press ‘ Place Order’. The details of the order will be displayed on the screen. We will send an email confirming your order has been received. This is an automatically generated email and is not an order confirmation.
5. After selecting a payment method, you will either be redirected to PayPal or given our direct deposit information. We will send a second email confirming your order with successful payment and delivery details.
A wish list is used to save items you that you like or want to purchase at a later time. This can also be used as a form of registry by allowing another member to view your “Wish List” by logging in with your email address and password. It’s perfect for a birthday or Christmas list to give your friends and family. The wish list does not hold inventory. If an item sells out it will be removed from your wish list. To create a “Wish List” you must be a member.
All orders are subject to acceptance and availability. Australian prices are inclusive of GST.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn.
We are currently in the process of sourcing the best quality Gift Wrapping products, but we do not offer the paid service at this stage. All of our orders are sent to you in a free jac&lou tote bag.
If you would like your purchase to be sent as a gift please let us know during the checkout process in the 'comments' box and we can put in a personalised card. Just make sure you put the delivery address for the person that you want to receive the gift.
A jac&lou E-Gift Voucher is a quick and easy way to send a special gift to a friend or relative. All you need to know is the recipient’s email address, the amount you want to spend and the date on which you want the E-Gift Voucher to be sent to their email inbox! (Please select a date at least 2 days after today’s date on which to send the e-gift voucher, as we need time to process the voucher.) You can also add a personal message to be emailed along with the E-Gift Voucher.
jac&lou E-Gift Vouchers are available in denominations from $50 -$1500 and are valid for one year from the date of issue. Each voucher contains a unique Voucher Code.
In order to redeem an E-Gift Voucher, the recipient simply browses our store and shops as normal. During the Payment Details section of the checkout process, the recipient will be prompted to enter their E-Gift Voucher Code and, for security reasons, the email address to which the Voucher was delivered. The entire balance of an E-Gift Voucher (up to the Shopping Bag total) will be applied towards the order. If the available amount is more than the amount of the order, the remaining balance will be available for the recipient to use for a future order. If the available balance is less than the amount of the order, we will ask the customer to pay the remaining balance via PayPal or direct debit. If an E-Gift Voucher has been lost or deleted please contact us for assistance.
To see what a jac&lou E-Gift Voucher looks like, click here
To make selecting the right size easier for you, jac&lou have put together an easy to understand size guide. Click here to view the jac&lou Size Guide.
What payment methods do you accept?
- Direct Banking (in Australian Dollars)
A convenient method of payment, you can do direct deposit via an internet bank transfer or over-the-counter at any NATIONAL AUSTRALIA BANK (NAB), directly into the jac&lou bank account.Please email info@jacandlou.com.au to advise us that payment has been made so we can proceed with your order.
Name of Account: jac and lou BSB: 083-420 Account Number: 896940491 Bank: NAB Reference: Your Order ID
- PayPal (in Australian Dollars)
Orders can be paid for via PayPal Australia. Just finalise your order per instructions above. Select the PayPal option if you choose to pay using your PayPal debit account, MasterCard or Visa. You will be transfered to the secure PayPal site to input your financial details.
* International Orders must be paid for via PayPal.
On the Payment Details page within the checkout process of our website, we allow shoppers to redeem an E-Gift Voucher or E-Credit Voucher towards a purchase by entering their Voucher Code in the field provided. Please follow onscreen prompts carefully.
From time to time, we may offer you (for example by email, post or through a general advertisement) a special promotional discount on a particular garment or on your next purchase. These promotional discounts are only available for a limited time and will not apply to clearance items, gift wrap services, shipping and handling fees and taxes. The promotional discounts cannot be used in combination with any other discount. Each promotional offer will have its own unique alphanumeric code.
In order to utilise a promotional code, you will need to select the option “I would like to use a promotional code” on the Shopping Bag screen during the checkout process. Later on during checkout you will be given the opportunity to enter your promotional code. Please follow the onscreen prompts carefully.
Protecting the safety of your credit card is important to us. Accordingly, we have implemented a number of security measures to maintain the security of our website. We use the highest strength Secure Sockets Layer (SSL) 128 bit encryption to transmit your personal and credit card details with security and privacy. However, shoppers should be aware that there are inherent risks associated with online transactions. Click the following link for further information regarding credit card security and to view our privacy policy.
Australia
jac&lou are committed to providing great customer service and strive to dispatch all orders within 48 hours of receiving payment.jac&lou offer delivery rates of:
- $10.00 for parcels up 500 grams
- $15.00 for parcels between 500g - 3kgs.
- Calculated rates for parcels above 3kgs.
We use Express Post delivered by Australia Post to make Australian deliveries. Generally, deliveries to anywhere in Australia will take between 1--7 working days (depending on the delivery address).
Once your parcel has shipped, we will email you a tracking number - all parcels can be tracked online here
http://www.auspost.com.au/track/
Please note that jac&lou cannot accept responsibility for delays in delivery that result from events outside our control (for instance unusual weather conditions, strikes and natural disasters).
International
All International deliveries are sent by Express Courier International or Express Post International (dependant on your country) and will take approximately 4-28 business days to arrive.
Our shopping bag system works out the weight of the product(s) you have ordered, then uses the address you are shipping to, to determine your shipping rate. All deliveries are insured. GST will be removed from your order at check out. If you are happy with the total , you can then commit to pay for your order.
Please note the customer is responsible for any customs duties or taxes incurred.
Once your parcel has been sent we will email you a reference/tracking number for your records. Express Courier International and Express Post International parcels can be tracked online here http://ice.auspost.com.au/We take great pride in our clothing and strive to ensure that all our customers are more than satisfied with their purchases and are happy with our hassle free, efficient customer service!
Time frame for returns and exchanges
If you are dissatisfied with your purchase for any reason, we will gladly assist you with a prompt refund or exchange as long as you return your unused,unwashed item/s which is also free of perfume smells and odours. All tags should be attached and packaging intact to us within 14 days of the invoice date. Unfortunately, for hygiene reasons, we are unable to offer returns and exchanges on purchases of underwear, so please choose carefully.Please ensure you submit a Returns & Exchange Authorisation Request Form and we will send a Returns & Exchange Authorisation Code via email. Please print it off and ensure you pack it with the items you wish to return or exchange. Our policy is to process refunds and exchanges within 5 business days of receipt.
Click here to submit a Returns & Exchange Authorisation Request Form.
Gift Vouchers
Full priced items purchased using a gift voucher may be exchanged. Items purchased using a gift voucher may not be returned for a cash or credit card refund. Gift vouchers are non-refundable and may not be exchanged for cash.
Returning an item
To return an item(s) please complete the appropriate sections of a Returns & Exchange Authorisation Request Form and enclose it with the item(s) you are returning. If possible please also enclose a copy of your receipt. The form allows you to indicate whether you would prefer to receive a refund or a merchandise credit note which will be emailed to you as an E-Credit Voucher.
Exchanging an item
To exchange merchandise, please complete the appropriate sections of a Returns & Exchange Authorisation Request Form and enclose it with the item(s) you wish to exchange. If possible please also enclose a copy of your receipt. Please be sure to indicate your exchange requirements clearly. If the item(s) you have requested are out of stock or discontinued one of our customer service staff will contact you and discuss some alternative options.
When exchanging merchandise for a different item that is more expensive than the item(s) originally ordered, be sure to indicate your preferred method of payment for the difference by ticking the relevant box on the Returns & Exchanges Authorisation Request Form (money order or credit card).
When exchanging merchandise for a different item that is less expensive than the item(s) originally ordered, our policy is to provide you with a merchandise credit note for the difference that you can put towards your next order which will be emailed to you as an E-Credit Voucher.
Postage and handling policy for returns and exchanges
We regret that the original postage and handling charges are non-refundable as they are an actual cost incurred by us. However, in circumstances where we have inadvertently dispatched an item(s) that is faulty or that does not correspond with your original order and you wish to exchange the merchandise, we will deliver the exchanged item(s) to you anywhere in Australia free of charge.
For all other exchanges a re-delivery fee is to be paid by credit card or money order at the time the merchandise is exchanged. A re-delivery fee of $10.00 will apply for Australian deliveries.
For international re-delivery rates when exchanging merchandise please contact us for assistance.
Address for returns and exchanges
Please note that we are not responsible for any merchandise that is damaged or lost en route to us. For this reason, please be sure to pack the item(s) you wish to return and exchange carefully and send the package by a prepaid, insured and traceable method to the address below:
jac&lou
PO Box 409,Seaford
Victoria, 3198, Australia
How to care for your jac&lou garments
Cotton/ Spandex: The fabric in bras and Peek A Booby singlets is breathable and stretchy. To keep the garments in great shape please turn the garment inside out before washing. Warm machine wash. Do not bleach. Line dry. Warm iron. Do not dry clean. Do not tumble dry.
Viscose/ Spandex: The fabric used on many items in our womens and maternity range is just devine; silky, stretchy and cool, and super, super soft. To keep your garment looking fabulous, please use a gentle warm machine wash. Do not chlorine bleach. Tumble dry low heat. Cool iron. Dry cleanable (p).
Updating your profile is easy.
Firstly, just click on the 'Profile' link provided in the 'Join' box.
Enter your username and password.
Then check and update your profile details.
Press save. A small box will pop up letting you know your details were successfully saved.
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