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Below are our most frequently asked questions.

If you cannot find your answer please contact us.

Table of Contents

How do I track my order?

Upon dispatch of your order, an email containing your tracking details will be sent to you. Follow the progress of your shipment by clicking on the provided link. Allow 24 hours for the system to update after dispatch.

My order has not arrived

If your delivery date has passed without receiving your order, use the tracking link in your dispatch email to check its status.

I have placed an order but have not heard from you.

We diligently process and dispatch all orders the same day, excluding weekends and public holidays. You’ll receive email confirmations upon order processing and dispatch, including your tracking details.

I want to place a large trade order?

For trade orders, please contact us, and we will assist you accordingly by directing you to the relevant department.

How can I change my delivery address?

Update your delivery address before dispatch by initiating a chat at the bottom of this page.

What happens if the carriers lose my parcel?

Though rare, if carriers lose your parcel, start a chat at the bottom of this page for assistance.

How can I contact your delivery company?

Upon dispatch, an email will be sent with information on how to contact the delivery company handling your order.

When will I see my refund in my account?

Refunds usually appear almost immediately, but timing may vary based on your bank and card type. Refer to our returns and refund page for more information.

How do I cancel an order?

To cancel orders before dispatch, reach out to us via chat at the bottom of this page.

Free Delivery

We provide free standard delivery, aiming to dispatch all orders on the same day. Please allow up to 7 working days for delivery. Our standard free delivery service extends to the entrance of your building. Shipping tracking details will be sent once your order is dispatched.


Our goal is your satisfaction. For returns, contact our sales support. You are responsible for return shipping costs.

10 Year Guarantee

We stand by the quality of our products, offering a 10-year warranty on many items. Your peace of mind is as important to us as your style.

How to Pay Ex-VAT

Enter your company’s VAT number during checkout or initiate a chat at the bottom of this page for assistance.



Enjoy an exclusive 5% discount as a Jacob Member!

By subscribing to our newsletter and becoming a member, you’ll benefit from an extra 5% off your order.