FAQ

FAQ

This page gathers the questions our customers ask most before and after placing an order with Jacque Label — delivery timings, where parcels come from, payments, cancellations, returns and refunds. Each answer mirrors what is set out in full on our policy pages, and links are provided so you can read the detail whenever you need it. If your question isn't covered here, the contact details at the foot of this page will reach a real member of our team.

How long does delivery take?

Two stages make up the wait. Processing Time: 1-2 Days while your order is picked and packed, then Transit Time: 4-7 Days with the carrier. Combined, that gives a Total Delivery Time: 5-9 business days from order to doorstep (processing plus transit combined). Business days are Monday to Friday and exclude Australian public holidays, and orders placed after our 5:30pm AEST cutoff begin processing the following business day. These are honest estimates based on our own dispatch records rather than guaranteed dates — busy sale periods and carrier backlogs can add a few days. Everything is explained on our Shipping Policy page.

Where are orders dispatched from?

Our women's clothing range is packed and dispatched from Asia by the production and fulfilment partners we work with directly. Staying close to the workshops that sew our garments is what lets us release small runs quickly and keep prices sensible. Separately, our Australian returns address is 85 Grose St, North Parramatta NSW 2151, Australia — please only post items there after we have confirmed a return with you.

Which countries do you deliver to?

Australia only. If an order is placed with a delivery address outside Australia, we cancel it and refund the payment in full to the original payment method. We also cannot deliver to PO Boxes, to military addresses (APO, FPO or DPO), or to remote locations our carrier does not service — in those cases we will contact you to arrange a suitable street address before dispatch.

What does shipping cost, and who delivers my parcel?

Shipping is calculated and shown in the cart total at checkout, with any free-shipping promotions flagged at the time. No handling or packaging surcharges are added afterwards. Final-mile delivery within Australia is handled by Australia Post.

How do I track my order?

A tracking number is emailed to you once your parcel has been scanned into the carrier network, usually within 24 hours of dispatch. The first scan can take a day or two to appear, so please allow a little time before assuming something has gone wrong. If nothing has reached you, check your spam folder and then get in touch through our Contact Us page with your order number.

Will I have to pay customs or import charges?

Because your parcel travels from Asia to your address in Australia, it crosses an international border and is subject to Australian import formalities. Customs charges, import duties, goods and services tax or carrier handling fees may therefore be assessed, and any such charge is the responsibility of the customer as the importer of record, since it sits outside the amount collected at checkout. We declare every shipment accurately and will supply any paperwork you need to clear a parcel — just ask.

Which payment methods can I use?

We accept Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Apple Pay, Google Pay and Shop Pay. Our Payment Policy explains how transactions are authorised and secured.

Can I cancel or change my order?

Yes, within limits. The cancellation window is 24 Hrs from the moment you check out — email support@jacquelabel.com inside that period, quoting your order number in the subject line, and we will stop the order and refund you in full. Address amendments follow the same logic and can only be actioned before your order enters processing. Once packing has begun we cannot intercept a parcel; in that case, wait for it to arrive and use the standard return route.

What is your returns policy?

Our voluntary return window runs for 30 Days, counted from the day your parcel reaches you, and applies equally to full-price and reduced pieces. No explanation is needed — email us inside those 30 Days and we will send return instructions and confirm the address. Garments must come back unworn, unwashed and unaltered, with all swing tags and hygiene stickers attached and in the original packaging. Gift cards, personalised orders and opened hygiene-sealed goods cannot be accepted back unless faulty. Change-of-mind postage is at your expense; where the fault is ours, we cover it. Please read the Refund Policy for the complete conditions.

Do I still have rights if I miss the 30-day window?

Yes. Our 30 Days policy sits on top of the law, it does not replace it. Under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), our goods come with consumer guarantees that cannot be excluded: products must be of acceptable quality, fit for purpose, and match their description. Where a product fails a consumer guarantee you may be entitled to a repair, replacement or refund, plus compensation for other reasonably foreseeable loss — and for a major failure the choice of remedy is yours.

Do you offer exchanges?

Not as a direct swap, because reserving stock while a parcel travels back to us risks you losing the size you wanted. Return the original piece for a refund and place a new order for the size or colour you prefer — that secures the replacement straight away. If you'd like sizing advice before reordering, our team is glad to help.

My item arrived damaged or isn't what I ordered — what now?

Open your parcel and check it over promptly. Damaged, faulty or wrong items must be reported within 48 hours of delivery to support@jacquelabel.com. Send us clear photos of the item, its packaging, and the shipping label, along with your order number, so we can review the evidence and raise a carrier claim if one is needed. You will then be offered a replacement or a full refund including the original delivery charge, and you are never asked to pay return postage on a fault.

When will my refund arrive?

Returns are inspected on arrival at our North Parramatta facility, and approved refunds are issued within 5 Days of that inspection. Money always goes back to the original payment method used at checkout — we cannot redirect it to a different card, a bank transfer or store credit. Once we release the funds, your bank or wallet provider may need a few extra business days to display them. There is no restocking fee at any point.

What if my parcel is late or seems lost?

If your order has not arrived 15 business days after the order cutoff time that applied to it, contact us with your order number and we will open an enquiry with Australia Post. Should the parcel not be located within a further 5 business days, you can choose either a free replacement or a full refund of the amount you paid, including delivery.

Who is behind Jacque Label?

Jacque Label is a trading name of Northline Creative Ltd, a United Kingdom-registered company with registration number 17252506, whose registered office is Office 19309, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom. We sell into Australia, and sales made through jacquelabel.com are governed by Australian consumer law. More background is available on our About Us page, and the formal details appear in our Legal Notice, Terms Of Service and Privacy Policy.

How can I contact you?

Reach our support team directly using the details below — we read every message and reply in order of receipt.