FAQ's

1. Shopping

  1. Can I place an order over the phone?
  2. Can I change or add items to my order after it is completed?
  3. Do you have a shop?
  4. Where is Jaxon & James based?
  5. What size hat should I order?
  6. What type of payment does Jaxon & James accept?
  7. What makes jaxonandjames.com secure?
  8. I forgot to use my coupon code for my purchase can I claim it back after?
  9. I am an international customer, but my country cannot be selected during checkout. Will you ship to my country?
  10. How do your gift cards work?
  11. How do I reactivate my account?

2. Delivery

  1. How will my order be delivered?
  2. Can I track my order?
  3. What happens if I am not home when my package is delivered?
  4. My order has not arrived, where is it?
  5. Can I collect my order from the Jaxon & James warehouse?
  6. Do you deliver to BFPO addresses?
  7. I am an EU customer. Will I be charged customs and import charges?
  8. I am a non-EU international customer. Will I be charged customs and import charges?

3. Exchanges & Returns

  1. Do I have to pay for returning my goods if I would like an exchange or refund?
  2. Can I drop my return off at the Jaxon & James warehouse for a refund or exchange?
  3. How long does it take to process my Refund?
  4. How long does it take to process my Exchange?
  5. Can I exchange for a different style?
  6. What do I do if I have received a faulty product or the wrong item?
  7. I have sent my items to Jaxon & James but you do not appear to have received them, how do I make a claim?

1. Shopping

A. Can I place an order over the phone?

Absolutely, our customer service team is happy to help with your order. Please call us at 0800 009 6901. We are in the office Monday to Friday, 9am to 6pm. back

B. Can I change or add items to my order after it is completed?

Unfortunately we are unable to change an order after it has been submitted. However, as long as the order has not been despatched, we are happy to cancel this for you and help you set up a new order with the required items. To add an item, it is best to place a further order and then call or email our Customer Services team to let them know. For orders outside of the UK we can refund the price of the postage of the 2nd order and send both orders out together.

Once the order has despatched, we are unable to cancel or amend the order. So if you need to make changes, please notify us as soon as possible. If you wish to make a change to an order you have just placed, it is important that you call us at 0800 009 6901 (From outside the UK please call +44 208 903 4537) to speak to a member of our team rather than send an email, as we will need to stop the parcel leaving the warehouse. back

C. Do you have a shop?

At this time we do not have a shop. The only location where all our products are available is online at jaxonandjames.com. back

D. Where is Jaxon & James based?

Jaxon & James is based in the UK and all items are stored and shipped from our UK warehouse.

EU customers: Although these goods will be shipped from the UK, there will be no further charges to you. VAT, duties or any additional import charges incurred at the border will be paid for and cleared by Jaxon & James. You will only be invoiced for the final cost seen in your shopping cart online when you place your order. back

E. What size hat should I order?

Hats come in many different sizes. Take a look at our sizing guide to find the size that will fit. Also, each hat will have a sizing information tab underneath the photo on the individual product page. That sizing information should be for that exact product. back

F. What type of payment does Jaxon & James accept?

We accept Visa, Mastercard, Amex, Apple Pay, PayPal, Google Pay, Diners Club, Discover, Maestro, Shop Pay and Union Pay. Sorry, we do not accept cheques. back

G. What makes jaxonandjames.com secure?

SSL Technology: We use the industry standard (SSL) server which is the best software available today for secure commerce transactions. All of your information including credit card and personal information is encrypted. This means no one else can read it! back

H. I forgot to use my Coupon Code for my purchase can I claim it back after?

Unfortunately after an order is dispatched we can no longer refund on Coupon Codes. back

I. I am an international customer, but my country cannot be selected during checkout. Will you ship to my country?

We can ship to some countries not listed during checkout; please email our customer service team at cs@jaxonandjames.com and let them know what products you would like and the country where the order will be shipped. We will respond as soon as possible to let you know if we can fulfil your order. back

J. How do your gift cards work?

Here are the terms & conditions of our gift cards.

  • All our gift cards are electronic gift cards. The gift card will be emailed to the purchaser and can be forwarded on to the recipient. They contain instructions to redeem them at checkout.
  • Gift cards can be used across multiple purchases.
  • Electronic gift cards are emailed immediately after completing the order.
  • Gift card will expire 24 months from the date of purchase.
  • Gift cards are non-refundable.
  • If you return an item you bought using our gift card, we will refund you to the gift card.
  • Gift cards cannot be exchanged for cash.
  • If you are using a gift card online and the total order value is less than the value of the card, any balance will remain on the card and may be applied to future purchases, provided the card has not expired.
  • We reserve the right to amend the gift card terms and conditions from time to time, where we consider it reasonable and necessary to do so.
  • Jaxon & James is not responsible for lost or stolen cards.
  • Gift cards purchased at www.jaxonandjames.com can only be used for payment on orders placed on www.jaxonandjames.com.

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K. How do I reactivate my account?

Please follow these steps to reactivate your account. 1. Go to the my account page. 2. Click on the reactive my account link. 3. Enter the email address that you used on your account. 4. Check your email for the reactivate account email and follow instructions. back

2. Delivery

A. How will my order be delivered?

Jaxon & James offers a range of delivery methods which you are able to select during the checkout process. These include Royal Mail 2nd Class, 1st Class Delivery and next working day and weekend courier deliveries. back

B. Can I track my order?

Our orders are trackable. Once your order is packed and shipped, you will receive a dispatch confirmation email with a tracking number included. If you ordered using our next working day delivery, our courier will contact you via email or text on the day of your delivery giving you a timeframe to expect your delivery. Also, if you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. back

C. What happens if I am not home when my package is delivered?

As with all deliveries, the driver will use their discretion to determine the delivery process. There are a few options on how they may proceed:

  • They may opt to leave your parcel in a secure location
  • They may delivery it to a neighbour
  • They may return it to your local delivery office for collection

Our couriers will leave a card explaining where your package is and also provide the package tracking number.

Our Next Working Day courier, DPD, will email or text you to let you know what time slot your package will be delivered (within a two hour slot) and you can either arrange somebody to be there at that time or reply to the email to arrange an alternative delivery date. Couriers may also attempt delivery to a neighbour. back

D. My order has not arrived, where is it?

Very few orders should be delayed but the most common delays we note are: 1. an attempted delivery has been made but no-one was in (a card should always be left by the courier to notify you of this), 2. bad weather or strike action has created delays. If you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. back

E. Can I collect my order from the Jaxon & James warehouse?

Unfortunately customers cannot collect or return items directly to the Jaxon & James warehouse or offices at this time. Please return the item via post using the returns procedure on your delivery note. back

F. Do you deliver to BFPO addresses?

Yes we do. Please select one of the Royal Mail shipping options for BFPO addresses. back

G. I am an EU customer. Will I be charged customs and import charges?

For European Union deliveries VAT, duties or any additional import charges incurred at the border will be paid for and cleared by Jaxon & James. You will only be invoiced for the final cost seen in your shopping cart online when you place your order. back

H. I am a non-EU international customer. Will I be charged customs and import charges?

For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). back

3. Exchanges & Returns

A. Do I have to pay for returning my goods if I would like an exchange or refund?

Yes, if you are returning for an exchange or refund you will need to cover the postal costs back to Jaxon & James. We advise that you use our ReBOUND Returns service. It is is a tracked service that we have negotiated a set price for so it will usually save you money and we will be able to track it from the time you drop it off at your choice of courrier. You can also use a company of your choice. We would suggest a tracked service to ensure we can track that your package has arrived at our warehouse. If you are returning a faulty or wrong product, we will refund the postage. back

B. Can I drop my return off at the Jaxon & James warehouse for a refund or exchange?

Unfortunately customers cannot collect or return items directly to the Jaxon & James warehouse or offices at this time. Please return the item via post using the returns procedure on your delivery note. back

C. How long does it take to process my Refund?

All refunds should take no more than 2 working days from when your item(s) arrives back to Jaxon & James. Please allow for a further 5 days for the refund to show up in your bank account as this will vary. back

D. How long does it take to process my Exchange?

All exchanges should take no more than 2 working days from when your item(s) arrives back to Jaxon & James. We will then post the exchange(s) back out to you which will take 3-5 days to deliver. This process will be dependent on the time of year. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back. back

E. Can I exchange for a different style?

Unfortunately we are unable to process exchanges to different styles. If you would like a different hat from what you have ordered, we recommend placing a brand new order and returning the original order for a refund. back

F. What do I do if I have received a faulty product or the wrong item?

Please call our Customer Service team to confirm the details of the order. In the unlikely event that we have sent the faulty or wrong item, we will arrange for a new item to be sent out. Our customer service team will direct you on how to send the faulty or wrong item back to us. If you are returning a faulty or wrong product, we will pay for any postage. back

G. I have sent my items to Jaxon & James but you do not appear to have received them, how do I make a claim?

The first thing to do is check that your item has been delivered to us and signed for (we recommend using our ReBOUND Returns service so both Jaxon & James and you can track the parcel back to our warehouse. If you used a courrier of your choice, please either supply us with the proof of delivery (if delivered) or contact the courrier. If the item has not been delivered, you will need to contact the courier you used and they will take you through making a claim with them as we will not be able to refund lost items with courriers of your choice. back