Returns & Refunds

For orders placed between 1 October and 31 December 2026, we are extending our returns deadline until 31 January 2027.

Orders placed from 1 January 2027 onwards will be covered by our standard returns period of 30 days from the date of purchase.

To arrange a return, email gameon@jaqueslondon.xyz with your order number, the items you wish to return and the reason for the return. We’ll send you a returns form and instructions.

Items returned under our extended returns policy should be unused and in their original condition and packaging. For change-of-mind returns, customers are responsible for return postage and prepaid returns labels are not provided. Please keep your proof of postage.

Once your return has been received and checked, we’ll process your refund and notify you by email. Please allow a few days for this after your return arrives with us.

If your item is faulty or incorrect, please contact us promptly with your order number or receipt and photos showing the issue.

Your statutory rights are unaffected.

We’ll email you once your return has been received, checked and refunded to your original payment method. After the refund is issued, please allow a few working days for the funds to appear, depending on your payment provider. If you haven’t received a refund confirmation within 14 days of sending your return, email gameon@jaqueslondon.xyz with your order number and proof of postage.

If your item arrived with a part missing, please contact us with your order number, product name and details of the missing part. We’ll check the issue and arrange a replacement where possible. If a part has been lost after purchase, please contact us and we’ll check whether a spare is available. Replacement parts are subject to availability and we cannot guarantee that individual parts can be supplied separately.

Our products are covered by your statutory rights. If an item develops a fault, please contact us with your order number or proof of purchase, along with details and photos of the issue where possible. Our Customer Service Team will review the fault and advise on the most appropriate solution, which may include a replacement depending on the circumstances. This does not affect your statutory rights.