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 firstname.lastname@example.org, 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 email@example.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 firstname.lastname@example.org. 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 email@example.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 firstname.lastname@example.org 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 email@example.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:
- Insufficient funds
Please ensure that there are sufficient funds in your account for the desired purchase
- 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 firstname.lastname@example.org
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:
|Brunei||Hong Kong||Netherlands||Sri Lanka|
|Chile||Ireland||Philippines||United Arab Emirates|
How much does shipping cost?Shipping is free to all countries we deliver to.
Our pricing includes import duties and custom taxes to relevant countries to ensure a seamless delivery experience for all of our customers worldwide.
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 email@example.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 firstname.lastname@example.org.
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 email@example.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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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.