FAQs
1. Orders & Payments
Q: What payment methods do you accept?
A: We accept all major debit/credit cards and secure online payments through our website.
Q: Can I modify or cancel my order after placing it?
A: Orders can be modified or cancelled before dispatch. Once shipped, modifications or cancellations are no longer possible.
Q: Do you offer cash on delivery?
A: No, we do not offer cash on delivery at this time.
2. Shipping & Delivery
Q: Do you offer international shipping?
A: No, we currently only deliver within England.
Q: What are your shipping charges?
A: We Offer FREE shipping on all orders across England.
Q: How long does delivery take?
A: Orders are processed within 1–2 business days and typically delivered within 4–7 business days total.
Q: Which courier service do you use?
A: All deliveries are made via Royal Mail and are fully tracked.
3. Returns & Refunds
Q: What is your return policy?
A: We offer free returns for both defective and non-defective items within 14 days of delivery. Return labels are included in your package.
Q: How long does it take to process a refund?
A: Refunds are processed within 10 business days after we receive and inspect the returned item.
Q: Can I exchange an item?
A: Yes! We gladly accept exchanges if the item is not quite right. Exchanges are processed free of charge.
4. Store & Customer Support
Q: Do you have a physical store?
A: No, we are an online-only store. All purchases are made through our website.
Q: How can I contact customer support?
A: You can reach us by:
📧 Email: support@jocque.shop
📞 Phone: +44 7950 465200
Q: What are your customer support hours?
A: We’re available Monday to Friday, 8:00 AM – 6:00 PM (GMT+1). We aim to respond within 24 hours.
Need More Help?
If your question wasn’t answered here, don’t hesitate to reach out. Our support team is always happy to assist.