FAQs

We hope we’ve have covered most of your queries. However, if there is anything else you’d like to enquire about please send us an email at info@jacqleigh.com, we will be happy to assist. 

How do I place an order?

Select “Shop our collection” or “Design your own” from our homepage. Once you have selected a product that you are happy with click “add to bag” or “buy now” to progress to the shopping bag. From here you will be taken through the payment process to complete your order.

Do I need an account to place an order?

You do not need an account to place an order on our website. However, we suggest creating an account for faster checkout and access to exclusive services.

Can you notify me when an item is back in stock?

If an item is not in stock please email us at info@jacqleigh.com and a member of our customer services team will get back to you.

Can I cancel or modify my order?

If you wish to cancel or modify your order, please email us at info@jacqleigh.com.  Once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified. However, we will do our best to accommodate your request.

Do you fulfill corporate orders?

Please send us an email at info@jacqleigh.com with your requirements and we will be happy to assist.

Can I amend my delivery address?

If you’ve not yet received a confirmation email to advise that your order has been shipped, you may still have time to change your delivery address. Send an email to info@jacqleigh.com including your order number and new delivery address. We will confirm via email if the address can be changed.

Can I place an order over the phone?

We do not have a phone service. Please email our customer service at info@jacqleigh.com and our team can assist you.

What payment options do you accept?

We accept Visa, MasterCard and American Express cards. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to our website. Payment is only debited from your card at time of check out.


Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Stripe, Inc. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

What currency do you accept?

GBP, USD, EUR, AUS, CAD, CHF, CNY, HKD, JPY, NZD, SEK, SGD
Please note, If your local currency is not listed above, you shoud default to GBP.

Was my payment successful?

At Jacq Leigh we incorporate several verification stages in the payment process to maximise security.The total amount of your order will be withdrawn from your bank account when the order and payment have been processed and approved.In the event that no payment has been received after the order has been submitted, we may automatically cancel your order without notification.

Why was my payment refused?

Jacq Leigh incorporates several verification stages in the payment process to maximise security. All transactions are handled directly by Stripe, Inc. or PayPal Pte. Ltd
There can be several reasons as to why a payment is being refused by our payment system. 
Some of the most common reasons are:

  1. Insufficient funds
    Please ensure that there are sufficient funds in your account for the desired purchase
  2. Your bank is blocking the online payment for security reasons
    Many banks block international online purchases for security reasons. You will need to contact your bank and ensure that they are not blocking this international online payment on our website.

If these do not resolve the issue, you can consider using an alternate payment method, such as PayPal.

How do I track my order?

Updates on your order status will be sent to you by email. You may track your order via DHL’s website with your tracking number. For more information, please contact us at info@jacqleigh.com  

How long does my shipment take to arrive?

Orders will take up to 7 days to be delivered if the product is in stock. Should the product be out of stock it can take up to four weeks to deliver. We will advise you via email should the product be out of stock.  

Which countries do you ship to?

We ship to most countries worldwide. Here is a list of countries we ship to:

Australia Estonia Luxembourg Singapore
Austria Finland Malaysia Slovakia
Bangladesh France Mexico Slovenia
Belgium Germany Mongolia South Korea
Brazil Greece Myanmar Spain
Brunei Hong Kong Netherlands Sri Lanka
Bulgaria Hungary New Zealand Sweden
Cambodia India Norway Taiwan
Canada Indonesia Pakistan Thailand
Chile Ireland Philippines United Arab Emirates
China Italy Poland United Kingdom
Croatia Japan Portugal United States
Czech Republic Latvia Romania Vietnam
Denmark Lithuania Russia

How much does shipping cost?

Shipping is free to all countries we deliver to.

Please note that depending on your local regulations regarding imports, you will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.

Please be aware that Jacq Leigh does not have any control for any duties, customs and taxes levied by the country your order is being shipped to.   We cannot advise you what the cost will be as these charges can vary according to country.  

Since these fees are not computed nor applied to orders by Jacq Leigh, please contact your local customs office to find out more information if you are unsure of the charges.

Do you ship to a PO Box?

Sorry, we don’t ship to PO Boxes.

I haven’t received my order yet, what do I do?

Please email us at info@jacqleigh.com and we will check on your order status and get back to you.

How do I cancel my order?

In the event you wish to cancel your order, please contact us at info@jacqleigh.com.

What is your return policy?

  • Items can be returned within 14 days unless customised.
  • Customised items cannot be returned unless faulty.
  • Promotional items cannot be returned unless faulty.

How do I return my order?

You can request a return for goods you have purchased up to 14 days after receiving your order. Return shipping due to change of mind will be at your own expense. Please notify us at info@jacqleigh.com with your order number and intention to return due to change of mind.

Unfortunately, we do not refund or exchange items that have been customised unless the item is faulty. If the item you have purchased is faulty, please email us at info@jacqleigh.com with your order number, description and photos of the fault. Our team will assess your claim and if this meets our policy of returns, you can send the faulty product back to us to repair or replace, free of charge. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

The goods are your responsibility until they reach Jacq Leigh, so please make sure it’s packaged properly so as not to be damaged in transit. We advise you use a postal service that insures the value of the item you are returning and that you obtain proof of postage.  Signature on delivery to Jacq Leigh is required.

Once approved, please email a copy of your postage costs, along with bank account details or PayPal account details and we will transfer the shipping costs to your account.

Refunds will be solely at the discretion of Jacq Leigh London Pte. Ltd.

Please note that under no circumstances will customised products be accepted for return.

What is your exchange policy?

You can exchange your purchase within 14 days by emailing us at info@jacqleigh.com. In your email please include the original order number and the new item product code you wish to exchange.

Please note the item must be returned to us in its original condition. Once we have assessed your return we can confirm the exchange and get your new item sent to you.

If your exchange item should be of lesser value the difference will be refunded to your account within 14 days.

I received the wrong product what do I do?

Please contact us at info@jacqleigh.com and we will send you the correct product once we have received your item.

When will I received my refund?

Once your returning package has been received at our warehouse, it is processed and inspected.

The product(s) must be sent back within 14 days of receiving it. It must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when the watch was received.

How do I care for my leather?

To preserve the quality of your leather bag always store in a dust bag and out of direct sunglight and humidity in a cool, dry place. Should your bag come into contact with rain or water you will need to dry it as soon as you can with a soft dry cloth.

How do I create an account with Jacq Leigh?

Click the account icon in the top right corner of the homepage, register your details or sign up via your LinkedIn account.

What are the benefits of creating an account with Jacq Leigh?

Faster checkout, first to receive promotions and hear about new products and receive Jacq Leigh communications.

I’m having trouble logging into my account, what do I do?

Please email us at info@jacqleigh.com and we will attend to you asap.

I have forgotten my password to my Jacq Leigh account, what do I do?

Click the “forgot password” button on the My Account page and follow the prompts to reset your password. If you are still having issues please contact us at info@jacqleigh.com

What is the Jacq Leigh Network?

The Jacq Leigh Network is a LinkedIn based network which connects like–minded women, offering a platform to share experiences, support on-another and learn from each-other. You will receive newsletters with relevant content for women in business.

How do I sign up to the Jacq Leigh Network?

Once you have made a purchase from Jacq Leigh you are invited to the network automatically. If you have LinkedIn we will request to follow you or for you to follow us. If you do not have LinkedIn we will keep you on our list to share content related to the network.

Do I need to purchase a product to join the Jacq Leigh network?

No, you do not need to purchase a product to become a member. Jacq Leigh welcomes all women to join. You can join via our LinkedIn page Jacq Leigh or email us as info@jacqleigh.com for more information.

I’ve got some suggestions for blog content; how do I contact Jacq Leigh?

We’d love to hear your suggestions and collaborate. Please send an email to info@jacqleigh.com.

I want to share my story with the Jacq Leigh Network, how do I do this?

We are truly inspired when our members share their stories as we believe this can help others on their road to success. Please email us your story at info@jacqleigh.com.

How do I become a content contributor or collaborate with Jacq Leigh?

Please send us an email at info@jacqleigh.com and we’d love to look at a collaboration with you.