YOUR ORDER

We work as quickly as we can to get your order to you, however sometimes things change and mistakes can be made when ordering If a change of address is required and you ask us within 3 hours of ordering then we can generally act on it and put things right for you, however we will need your order number, email address and the new address or requirement.  Please note, sometimes changing your order may require us to cancel the order and ask you to reorder with your new requirements as it is sometimes the easiest and quickest method.

ORDER CONFIRMATION

When an order has been placed the system will generate a response with an order reference number attached for your records, this is essential along with your email address to assist us and to verify your order.  It is important that care is taken when you are inputting your email address during ordering as the system requires it, failing to do so will result in the email being returned to jacquesgalerie.com as unsent.  

In the case of an unsent email error arriving at jacquesgalerie.com we will hold the order until the details can be clarified / corrected.

Please be aware sometimes, legitimate emails can be screened by mail servers as spam and it may result in confirmation email being placed your spam folder, please check your spam folder prior to contacting us if you do not receive a confirmation of ordering, and please allow up to 24 hrs before contacting us

RECEIVING AN INVOICE

Invoices are available by using the link in your order confirmation to download it.  If you have issues downloading your invoice, please contact us and we will assist you.

Please note: Invoices are not placed inside any of our deliveries as they are sent digitally via email within the order confirmation after the order has been completed.

SHIPPING

We ship your order generally within 2 business days but in some cases, it can be up to 5 business days depending on the order and time of year. 

We do not ship on weekends or during national holidays.

Sometimes we may use alternative resources to ship your order, this may be necessary during industrial action or adverse weather conditions and events.

TRACKING

Tracking your order will only be available once your order is shipped or handed over to the carrier, then you will receive email confirmation of tracking via an email link, please check your spam folder during the period after ordering in case it has been filtered towards the spam by your mail server.  If you do not receive any notification within 6 working days then please contact us for clarification and we will investigate the matter immediately.

Please be aware that if notification of a delivery window has been given to you via email that you ensure the carrier is notified if you will not be available to receive it or if any special conditions are attached to you receiving it again, please notify the carrier.  

If you are not available at the time of a scheduled delivery, please notify the carriers and make arrangement to receive the package.  If you do not notify the carriers, they may leave a delivery note with instructions on how to receive your package, on occasion they will drop it at your local pickup point, or they may leave it in a safe spot on your property (if so designated)  

If so, designated with a neighbour or safe spot, then we will regard this as the order being delivered and any responsibility being with the recipient and the carrier thereafter.  

If you can’t find the package and it has been marked as delivered, please contact the carrier first for more information as real time delivery details are not available to us. 

If you require further clarification on any matters regarding your order, please contact us at: enquiries@jacquesgalerie.com                                       

Revision Date April 2025