Frequently Asked Questions

How will I know my order has been received by Jack and Betty?

We will email you to let you know we have received your request. Please email us if you do not receive confirmation of your order. We reserve the right to decline any order. Orders are subject to acceptance and availability. Payment must be received before Jack and Betty can dispatch.

Can I cancel or amend an order?

Personalised, bespoke and stamped orders cannot be cancelled once the work has started. For other orders please contact us to see if there is anything we can do as we will always try to help you.

When will my item be dispatched?

I aim to send all orders out within one week unless I have a shortage of materials for that particular piece. For personalised, stamped or custom orders please allow two weeks.

Will I be charged import duty or incur customs charges if I am outside the UK?

We have suspended deliveries to countries outside the UK until Brexit regulations and taxes become more clearcut.

Delivery

I use DPD Couriers for all deliveries. Items are covered by DPD insurance and need to be signed for on receipt. You will receive a one-hour delivery slot on your day of delivery and this will usually be before midday. Delivery prices can be selected at the checkout.

Delays

If your parcel is delayed please contact us and we will provide the tracking number. If your item is lost or damaged you will need to claim compensation from the couriers, DPD, as we cannot be held responsible for items lost or damaged whilst in their care.

Returns

As each piece is made by hand there may be small differences to each piece from the images on the website. If you are not happy with an item please notify us within 14 days by downloading returns form here. and include it in the packaging of your parcel when sending.

Postage costs for returns are the responsibility of the customer and we suggest using a secure, tracked and signed for service if you wish to return an item. We also recommend taking out insurance for your item.

The item remains the responsibility of the customer until we accept receipt of the item via a signed for delivery. The item must be returned in a perfect condition, unworn and in inside its original packaging. We will process your refund within 7 days.

Important notice; if your returning goods from outside of the UK, you MUST obtain a customs declaration (CN22 form) and mark the package as "Returned goods" with ZERO commercial value. You can get this CN22 form here or from your post office.