Frequently Asked Questions
A certain item seems to be out of stock, is there any chance that I can purchase it anyway?
Yes, in most cases if an item is out of stock only a slightly longer delivery time is required for that specific product. As everything is handmade we are always able to reproduce a specific item on a short notice. Longer delivery time means approx. 2,5 weeks (we try for 2). If an item that you require is noted as 'out of stock' please contact us and we will do our outmost to deliver the item you required as soon as possible.
I can’t find a certain item in your web shop, is there any chance I may find it elsewhere?
The best way to get a hold of the items that are not available in the web shop is to contact us via email: firstname.lastname@example.org. That way, your order will receive priority when the item comes back in stock. Another way to find items is to visit one of our stores and retailers. Please see our stockists list.
How do I return an item?
During the seven days following the delivery of your order, you may request a refund of items, which you must return to us in perfect condition and accompanied by the original invoice. Shipping charges on returned merchandise are at the customer’s expense. Refunds for returned merchandise will be made to the original purchaser’s credit/banking card within two weeks of the return of the product. For security reasons, we do not save your payment information in our database. Items bought on a sale will not be exchanged.
Will there be any additional costs to my order?
We charge shipping on all orders - please go to checkout to check your shipping cost. Orders to countries outside the European Union (EU) may be subject to VAT, import duties and/or taxes. These additional charges must be rendered by you in order for your package to clear customs.
What payment methods does Jupe by Jackie accept?
You can pay using Visa, Eurocard, MasterCard, American Express, PayPal and Ideal. Is it safe to use my credit card online at www.jupe-by-jackie.com? Your personal online security is important to us. So in order to help ensure that your shopping experience is safe, simple and secure, we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the SSL logo at checkout.
To ensure that your information is kept private, we do not process or store any payment information in our database. Additionally, it is possible to pay for your order with PayPal. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction.
ORDER AND TRACKING
Can I change my order?
An order cannot be changed once the merchandise has been processed at our logistical center. However, items may still be returned within 7 days after you have received them. In such cases, shipping charges on the returned merchandise are at the customer’s expense.
If your changes arrive to our logistical center in time, we may be able to change the order. Please contact us as soon as possible and notify us of the changes you wish to make. Make sure to have your order number at hand. Visit our contact page for information on how to reach us.
When will my order be shipped?
If the item(s) is in stock, we will try our utmost to ship within 3 working days, with a maximum of 8 working days. If you ordered an item with Personalized Inscription shipping can take maximum 4 weeks.
Can I add items to my order?
Additional items must be handled as a separate order in the web shop. If the first order has not yet been processed at our logistical center, we may be able to send all items in the same shipment. In this case, one shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your order as soon as possible. View our contact page to find out how to get in touch with us.
Can I order over the phone?
If you prefer to order your Jupe by Jackie products by phone, please send an e-mail to email@example.com and you will be contacted by telephone shortly.
RETURNS AND EXCHANGES
I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our confirmation. View our contact pages to find your preferred way of reaching us.
Can I exchange for a more expensive product?
For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. In this case, you should place a new order.
How long time does it take for my order to arrive?
Shipping usually takes between one and three days, but may take up to five days for some destinations.
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from the Jupe by Jackie warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. In the same way, the costumer has responsibility over the items during returns.
Will my Jupe by Jackie favorite be restocked?
The best way to get a hold of the items that are not available in the web shop, is to contact us directly so we can produce on your demand.
What is the composition of the cushion interiors?
Ticking: Unbleached Cotton . Filling : Latex that originates from the rubber tree. A process of heating, cooling ensures latex with the best features in terms of flexibility, breathability and moisture management. This natural material is used in the better pillows. The additional Comforel® filling makes the filling softer and fluffier.
How can I contact you?
For inquiries regarding the web shop, please visit our contact page.