FAQ

Online shopping at www.jackjones.com.my is very easy. Just follow these steps:

  1. Choose the section (Dresses, Tops, Jackets etc.)
  2. View the clothes you are interested and click on the photos to zoom in and see the details, available sizes, composition, reference code and price.
  3. Select the clothing that you like and add it to your bag. You can then choose to continue shopping or proceed to process your order.
  4. If you like to process your order you can do so by either registering as our member and start collecting points or simply checkout as a guest.
  5. Fill in your details accurately as required.
  6. Fill in your card information.
  7. Make the payment to complete the order.
  8. You will receive an email confirming your order.

You are also welcome visiting our retail stores.

Are the online store prices the same as those in my usual JACK & JONES store?

Yes, but if there is any difference between the prices shown on the website and those marked on the label on the clothes, the correct price will be the one shown on the purchase ticket.

Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.

Is it possible to receive periodic information via email about JACK & JONES's latest new products and offers?

Yes. By simply dropping down any page on our site to find the subscribe option and enter your email address. Click confirm you will receive information of JACK & JONES's latest products, lookbook and events.

How do I recover my forgotten password?

If you've forgotten your password, you can recover it in the Log-in section. Click forgot password and enter your e-mail address and we'll send you an e-mail telling you what you need to do.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I track my order?

Yes, you can see the updated status of your order in real time. To do this, go to the "order history" section in your account.

If you are not registered, go to our site www.jackjones.com.my and find "Check Order" option at bottom of the page. Enter the order number and your email address, you will see the order status.

Can I remove items from my order?

Yes. You can delete any unwanted items from your bag as long as the order hasn’t been processed yet.

Can I cancel my order?

Yes. You can cancel your order as long as its status allows you to. To do this, go to the "order history" section in your account.

If you are not registered, click on the "Order Information" link in the confirmation email sent to you and click cancel.

What should I do if I receive a faulty item?

JACK & JONES only sells items in perfect condition so, in the rare event of receiving a faulty item, please contact our customer service.

What should I do if I receive an incorrect item?

If you were to accidentally receive an item that you did not order, please contact our customer service.

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc. - NEVER a PO Box).

How long will my order take to arrive?

Standard: In 7-10 working days.

How much do I pay for delivery service?

19.90 RM / FREE (Orders over 299 RM)

How do I return an item?

Please log in and follow the steps listed in easy returns at (www.jackjones.com.my).
Items must be in their original condition and you will be required to present the corresponding receipt. All accessories (except hat, scarf and bag), stockings, tights, socks, perfume, underwear items and swimsuits will not be able to return

How long do I have to return an item?

All returns must be made within 30 days of placing the order.

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.

Remember that payments to your credit card always depend on your bank/building society.

What should I do if the refund amount is incorrect?

Contact our customer service, and we will solve the problem as quickly as possible.
We(www.jackjones.com.my) reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received

Can I exchange my products?

Yes, please contact our customer service to request exchange.