 | Service promise
To ensure that our customers are entirely happy with the purchases they make from Jacks of Dunmow, we have prepared a short statement detailing Jacks’ Service Promise to the customer, and, in return, what Jacks expects of its customers in the event of a problem. We could wait for the problems to happen and muddle our way through, but after 50 years’ in retailing we know that a simple, easily understood statement avoids delays and disputes in the event of a problem. We strive to offer the best possible service; facing up to the reality of the occasional problem, and demonstrating that we have procedures in place to correct them, is an important part of that service.
Jacks of Dunmow will make every effort to ensure that your shopping experience on the www.jacksandjills.co.uk website or in the Jacks of Dunmow shop is a pleasant one, and that as a result you will return time and time again in the future. If any part of our service falls short of your expectations, please contact us immediately so that we can sort it out. The number to telephone is 01371 876039.
1. We aim to deliver all items ordered on our website within 7 days.
2. We only offer core products that are always in-stock on our website. In the unlikely event that an item is out of stock due to a large order, we will contact you to make you aware of the fact and advise you of the options. We will refund any payments received as part of the original order if the options offered are not acceptable.
3. When items are ordered by telephone from the Jacks of Dunmow shop, the customer will be made aware of the expected delivery date to the address given. In the event that this date changes, for whatever reasons, Jacks will telephone the customer as soon as possible to make them aware of the new delivery date.
4. Any item that needs to be returned to Jacks, for whatever reason, must be returned within 7 days. A proof of posting certificate should be requested at the time of posting.
5. In the event of an item being faulty or damaged, Jacks will supply a replacement when the original item has been returned to, and received by, Jacks of Dunmow.
6. Jacks of Dunmow discourages the practice of ordering size and colour variations for a single item purchase. Where this appears to be the case, Jacks may contact the customer to offer more detailed size information for a particular product to avoid unnecessary costs at the time of purchase and return postage expense.
7. Because Jacks of Dunmow’s products are sourced from a wide range of manufacturers from around the world, the sizes shown on the website are those supplied by each manufacturer. No attempt has been made by Jacks of Dunmow to standardise the sizing of items across different manufacturers’ ranges.
8. All returned items must be in original condition with no signs of use or wear. All labels, original packaging and items contained within that packaging must be returned. Footwear must be tried on carpetted floors only to avoid scuffing to the sole. Footwear will not be exchanged if there is any signs of wear on the sole or heal.
9. The costs of return postage will be paid for by the customer.
10. In the event of items being faulty or damaged, the costs of postage for resupplied goods will be borne by Jacks of Dunmow. Postage for exchange items will be paid for by the customer before despatch.
11. All items must be paid for in full before they are despatched to the customer.
12. All postage and delivery costs will be advised at the time of ordering and will be included in the purchase price.
13. Certain products supplied by Jacks of Dunmow require proof of age before purchase.
Your statutory consumer rights are not affected.
Please see our terms and conditions.
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