At Jacks Picks, we want you to be completely satisfied with your purchase. If you need to make a return or exchange, please read our policy below to understand the process, including the fact that returns and exchanges are at the customer's cost.
Eligibility for Returns and Exchanges 7 Day no Reason Return
To be eligible for a return or exchange, you must firstly initiate the request to return exchange or warranty via email to returns@jackspicks.com.au within 7 days of receiving your order.
Regardless of any free, discounted, or other shipping promotions at the time of your order, you will bear the shipping expenses for a return due to a change of mind. This covers both the initial shipping cost from us to you and the return shipping cost to us
After this period, we may not accept returns or exchanges. returns and exchanges are at the customer's cost.
Unused and Unaltered: The item must be in its original condition, unused, and unaltered, with all tags, labels, and packaging intact.
Proof of Purchase: You must provide proof of purchase, such as a receipt, order number, or packing slip.
Non-Returnable Items
Please note that the following items are non-returnable and non-refundable:
Final Sale Items: Any items marked as "Final Sale" or "Clearance" are not eligible for returns or exchanges.
Items outside the warranty period.
Washed, worn, used, tag-removed, or misused items.
Personalized and Customized Items: Items that have been customized or personalized cannot be returned or exchanged unless they are defective or damaged upon arrival.
Intimate Apparel: For hygiene reasons, intimate apparel, such as underwear and swimwear, cannot be returned or exchanged unless they are unopened in their original packaging.
Returns and Exchanges Process
To initiate a return or exchange, please follow these steps:
Contact Customer Support: Reach out to our customer support team at returns@jackspicks.com: to request a Return Authorization (RA) number.
Prepare Your Package: Pack the item securely in its original packaging, along with the proof of purchase and the RA number provided by our customer support team.
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline
Note:
If you want to return the product, please confirm that you've received your package, by clicking "Order Received". Then submit a "Return or Exchange" Ticket with supportive proof(photos or videos). We do not provide Return Label service. Please contact our customer service for guidance. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided.
We are also not liable for any aftersales issues that have been mishandled without any prior approval from Jacks Picks. We also require justifications for every claim, such as photo-taking, video proof, etc.
Trackable Packages Inquiry Period
Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact customer service within the required period. Thank you for your cooperation:
* Expedited Express: 30 days from the shipped day
* Expedited Postal/Priority Line/Economy Air: 60 days from the shipped day
* Postal service - tracking: 90 days from the shipped day
Package Delivery Follow-Up & Review Invitation
We'll send a delivery follow-up email to you after a certain shipping period and invite you to share the shopping experience.
* Hope you enjoyed our service. You're welcome to confirm the delivery and write reviews to win shopping rewards. (Our system will auto-confirm the delivery if no update comes from your side.)
* If you haven't received the package yet, please contact Customer service for help.
If you need assistance, please Contact Us.
Shipping: You are responsible for the cost of shipping the item back to us. You may use a shipping method of your choice, but we recommend using a trackable and insured shipping service. We are not responsible for items lost or damaged during the return shipping process.
Inspection: Once we receive the returned item, it will undergo a thorough inspection. We will notify you of the status of your return or exchange within 7 business days.
Refunds and Exchanges
Refunds: If your return is approved, we will initiate a refund to the original payment method used for the purchase, minus any applicable shipping fees. Please allow 7 business days for the refund to process.
Exchanges: If you requested an exchange and it is approved, we will ship the replacement item to the address provided. Any price difference between the original item and the replacement, along with applicable shipping fees, will be charged or refunded accordingly.
Contact Us
If you have any questions or need assistance with the return or exchange process, please don't hesitate to contact our customer support team at returns@jackspicks.com.au. We are here to assist you!
Thank you for shopping with Jacks Picks. Your satisfaction is important to us, and we appreciate your understanding of our Returns and Exchanges Policy.