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FAQ
When will my order be processed?
How long will it take for me to receive my order?
What happens when an item is not in stock?
What is the Wish List used for and how do I access it?
Who pays for the shipping charges for returns & exchanges?
How do your free and discount promotions work?
How do I update my member profile?
Is it possible to keep track of my past and present orders?
Yes, of course! jac&lou gift vouchers can be purchased here. If you would like to include a special message, please use the box for additional comments when in Checkout. All vouchers arrive specially packaged.
When will my order be processed?
If your order is in stock and fulfills all authorisation criteria, then all orders placed Monday – Friday before 12pm AEST will be ship out the same business day. All other orders will be shipped out on the following business day, given the item is in stock. However, during busy periods such as new range release or holiday season this may take longer due to the large amount of orders to be processed. If the item is not in stock, you will be notified by email and we may offer to backorder the item. If an item is sold out and is not available for reorder, you will not be charged for it and we will inform you via email. However, please be aware that jac&lou does not ship or deliver on Australian public holidays & weekends.
How long will it take for me to receive my order?
If ordering within Australia, you will usually receive your purchase within 2-3 business days of payment being cleared if you reside in a capital city. We make every effort to process and pack orders within 24 hours of receipt of payment, however please allow up to 3 days for delivery as sometimes outside reasons may cause delays.
What happens when an item is not in stock?
If an item displays SOLD OUT this generally means no products left of that particular size or colour. If we run out of stock of a particular item and expect it to be re-stocked, the product description will usually say so. Alternately, you may login to the site at anytime and add a product to your wishlist. You will then be notified by email when the product is re-stocked!
What is the Wish List used for and how do I access it?
A wish list is used to save items that you like or want to purchase at a later time. You may like to use it similar to a birthday or Christmas registry by allowing another member to view your “Wish List” by logging in with your email address and password. If an item sells out before purchasing, it will be removed from your wish list. To create a “Wish List” you must be a member.
Access your 'Wish List' here.
Who pays for the shipping charges for returns & exchanges?
Returns/Exchanges
All customers are responsible for the postage cost of returning unsuitable items to us. We recommend sending items back by a secure, traceable method, such as Registered Post, to ensure items safely arrive at our warehouse. Exchange requests from Australian orders will be posted free of charge, International exchange requests will be charged at the rate based on garment weight.
Credit Note Orders
Orders purchased with a credit note will be charged either $10.00 or $15.00 according to item weight if delivered within Australia. Orders purchased with a credit note internationally, will be charged at the rate based on package weight.
Incorrect Orders
If we ever do send you an incorrect item, we will send out the correct order with a prepaid satchel for you to return the incorrect goods.
Faulty Items
At jac&lou we strive to resolve the situation as quickly and hassle free as possible. If a garment is reported to be faulty, we will provide you with a replacement or store credit. Faults must be reported within 14 days of invoice date. Please fill out our Returns/Exchanges Authorisation Request Form, and we will promptly send you an email that needs to be printed and returned together with the item for inspection at our warehouse. If approved, the postage costs incurred will be reimbursed upon finalising a store credit or replacement garment. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items.
How do your free and discount promotions work?
We currently have three promotions running.
Our current website promotion is " Join up as a jac&lou member and receive 10% off your orders ALWAYS!".
Click on ' Join' and simply fill out your details to become a jac&lou member. As a member you will receive a personalised shopping experience, discounts and regular updates.
After joining, you will then receive an email instructing you how to receive the 10% discount (excluding postage).
"30% off All Things Pink" email promotion. All pink coloured garments are 20% off our regular price until September 1st. Add to that members discount of 10% and in total you'll receive 30% off all things pink. Members must use their discount code to receive the full discount of 30%.
Our current leaflet promotions are " Spend $50+ and receive a FREE maternity bra" and " Buy a Peek A Booby and recieve a FREE breastfeeding bra".
Please enter the leaflet's voucher code at checkout and then the free bra will be placed in your Shopping Bag during the final stages ofcheckout. Please specify the size and colour.
Customers must either spend $50 or more in one transaction or purchase a Peek A Booby singlet (both excluding postage) . This leaflet promotion is for a limted time only and available only once to each customer.
Further details of the terms and conditions associated with this particular promotion can be found on our Terms and Conditions page.
Promotions will change from time to time, so visit our site regularly!
How do I update my member profile?
Updating your profile is easy.
Firstly, just click here on the 'Profile' link .
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.
Is it possible to keep track of my past and present orders?
Keeping track of your order log is simple.
Firstly, just click here on the 'Orders' link.
Enter your username and password.
Then check your past and present orders log.
