Shipping policy

Shipping Policy

This Shipping Policy explains how orders placed through Jakeandjulia.com are processed, dispatched and delivered.

We currently deliver to eligible addresses within the United Kingdom only. We do not offer international delivery at this time.

Delivery Area

Jake and Julia delivers to residential and business addresses throughout the United Kingdom, subject to carrier availability.

Please enter a complete and accurate delivery address during checkout. We are not responsible for delays or failed deliveries caused by incorrect, incomplete or outdated address information supplied by the customer.

Delivery Charges

We offer free standard delivery on all eligible orders within the United Kingdom.

No additional standard delivery charge will be added during checkout.

Order Processing

Orders are normally processed within 1–2 business days.

Business days are Monday to Friday, excluding public holidays in the United Kingdom.

Orders placed at weekends or on public holidays will begin processing on the next business day.

Processing time refers to the period required to verify, prepare and pack your order before it is handed to the delivery carrier.

Estimated Delivery Time

Once dispatched, standard delivery normally takes 3–7 business days.

The total estimated time from placing your order to delivery is therefore approximately 4–9 business days.

Delivery timeframes are estimates and are not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier capacity and circumstances outside our reasonable control.

Order Tracking

Where tracking is available, you will receive a dispatch confirmation email containing your tracking details after your order has been handed to the carrier.

Please allow some time for the tracking information to become active after receiving the dispatch confirmation.

If you have not received your tracking information after your order has been dispatched, please check your spam or junk folder before contacting us.

Delivery Delays

Although we aim to deliver all orders within the estimated timeframe, delays may occasionally occur because of circumstances outside our reasonable control, including:

Severe weather conditions.
Public holidays or seasonal demand.
Carrier or postal service disruption.
Transport or logistics delays.
Incorrect or incomplete delivery information.
Security, fraud-prevention or payment verification checks.
Unexpected stock or fulfilment issues.

If your order is materially delayed, we will take reasonable steps to provide an update where information is available.

Incorrect or Incomplete Addresses

Customers are responsible for checking that all delivery details are correct before submitting an order.

If you notice an error in your delivery address, please contact us as soon as possible at info@jakeandjulia.com.

We will try to update the address before dispatch, but we cannot guarantee that changes will be possible once processing has started.

If an order is returned to us because the address was incorrect, incomplete or undeliverable, we will contact you to discuss the available options.

Failed Delivery Attempts

If nobody is available to receive the order, the delivery carrier may:

Leave the parcel in an appropriate safe place.
Deliver it to a neighbour where permitted.
Take it to a local collection point.
Attempt delivery again.
Return the parcel to the sender.

The carrier may provide delivery instructions through the tracking page, email, text message or delivery card.

Customers are responsible for following the carrier's instructions and collecting parcels within any stated collection period.

Packages Marked as Delivered

If your tracking information shows that your parcel has been delivered but you cannot locate it, please:

Check around the delivery address and any designated safe places.
Ask other members of your household or building.
Check with nearby neighbours where appropriate.
Review any delivery photograph or carrier notification.
Contact the delivery carrier using the tracking details provided.

If you are still unable to locate the parcel, contact us at info@jakeandjulia.com with your order number and tracking information so that we can review the matter.

Lost Parcels

If your order has not arrived within the estimated delivery period, please review the tracking information first.

You may then contact us at info@jakeandjulia.com with your order number.

Where appropriate, we will contact the carrier or help you begin an investigation. Carrier investigations may require additional time to complete.

Damaged Packages or Incorrect Items

Please inspect your order as soon as it is delivered.

If the parcel or product arrives damaged, faulty or different from what you ordered, contact us as soon as possible at info@jakeandjulia.com.

Please include:

Your order number.
A description of the issue.
Clear photographs of the product and packaging where applicable.

We will review the information and provide an appropriate resolution in accordance with our Return & Refund Policy and your statutory consumer rights.

Changing or Cancelling an Order

If you need to change or cancel an order, please contact us as soon as possible.

We will try to accommodate your request before the order is processed or dispatched. However, changes and cancellations cannot be guaranteed once fulfilment has started.

If the order has already been dispatched, you may need to wait for delivery and follow the standard returns process.

Separate Shipments

Products from the same order may occasionally be delivered in separate packages.

Where this happens, you may receive separate dispatch confirmations or tracking numbers. You will not be charged additional standard delivery fees because an order is divided into multiple parcels.

Returns

Shipping a product back to us is handled separately from the original delivery of your order.

Customers are responsible for return postage unless the product is faulty, damaged or incorrect.

Please do not return an item without first contacting us for instructions. Full eligibility requirements and return procedures are available in our Return & Refund Policy.