FAQ

Frequently Asked Questions

Everything you need to know about shopping with Jake & Julia. Find answers to common questions about ordering, delivery, returns, payments and customer support. If you can't find the information you're looking for, our team is always happy to help.

Orders

How do I place an order?

Simply browse our collections, add your chosen items to your basket and proceed to our secure checkout. Once your order has been placed, you'll receive an email confirming your purchase.
Can I change or cancel my order?

If your order has not yet been processed, we'll do our best to accommodate any changes or cancellations. Please contact us as soon as possible after placing your order.
Will I receive an order confirmation?

Yes. Once your order has been successfully placed, you'll receive a confirmation email containing your order details.

Shipping & Delivery

Do you offer free delivery?

Yes. We offer free delivery on all orders within the United Kingdom.
How long does delivery take?

Orders are typically processed within 1–2 working days. After dispatch, delivery usually takes 3–7 working days.
Can I track my order?

Yes. Once your order has been dispatched, we'll send you a confirmation email with tracking details where available.
Do you deliver internationally?

At this time, we only deliver within the United Kingdom.

Returns & Refunds

What is your returns policy?

We offer a 30-day return period from the date your order is delivered. Returned items must be unused, in their original condition and returned with the original packaging.
How do I start a return?

Please contact our customer support team before returning your item. We'll provide you with the appropriate return instructions.
When will I receive my refund?

Once your returned item has been received and inspected, approved refunds are issued to your original payment method. Please allow up to 7 working days for your payment provider to process the refund.

Payments

Which payment methods do you accept?

We accept:

  • Visa
  • Mastercard
  • Maestro
  • American Express
  • Paypal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • UnionPay

All payments are processed securely using SSL-encrypted technology.
Is my payment information secure?

Yes. We use secure payment processing and SSL encryption to help protect your payment information throughout the checkout process.

Customer Support

How can I contact Jake & Julia?

You can contact us by email at: info@jakeandjulia.com

Our business hours are:
Monday – Friday
9:00 am – 5:00 pm (UK Time)

We aim to respond to all enquiries within 12 working hours during our business hours.