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Help & Information
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Help & Information
Gift Card Information

Contact Us

If your query is urgent, please contact our Customer Service Team via phone.

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Online Enquiries

For online order enquiries including delivery, returns, exchanges and technical issues, please contact our Customer Service Team.

Monday to Friday 7:00am to 10:00pm AEDT*
Australia1800 801 818
New Zealand0800 539 327
International+ 61 3 9420 0220
*Australian Eastern Daylight Time

Email: customerservice@jacquie.com.au

Returns & Exchanges Address

Jacqui E Online
Returns & Exchanges
1 Roussos Place, Truganina, VIC, Australia 3029

Contact Us By Mail

Jacqui E Online
457 St Kilda Road
Melbourne, VIC, Australia, 3004

For Privacy Related Queries

Please contact our Just Group Privacy Officer:
457 St Kilda Road
Melbourne, VIC, Australia, 3004
Phone: 1800 333 232
Email: privacyofficer@jjh.com.au

For General Enquiries

Please contact the Just Group Head Office:
457 St Kilda Rd
Melbourne, VIC, Australia, 3004
Phone: + 61 3 9420 0200

Delivery Information

Delivery via Australia Post on business days and not on weekends or public holidays

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

Your order will be despatched pending credit card authorisation, verification and availability of stock

Order by 2pm (Australian Eastern Daylight Savings Time) on any business day and receive your order in 1-3 Business days (excluding weekends & public holidays)

Next Business Day delivery is available to customers located in Australian CBD, metro and major regional areas (excluding Perth & Darwin).

Enter the delivery postcode below to check if it qualifies for Next Business Day delivery.

Yes! qualifies for Next Business Day delivery. Unfortunately does not qualify for Next Business Day delivery. Your order will be despatched on an Express service.

Delivery via Australia Post on business days and not on weekends or public holidays

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

Your order will be despatched pending credit card authorisation, verification and availability of stock

Please allow an additional 2 business days for delivery of personalised items

Delivery via Australia Post on business days and not on weekends or public holidays

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

Your order will be despatched pending credit card authorisation, verification and availability of stock

Your order will be despatched pending credit card authorisation, verification and availability of stock

You are transacting with Jacqui E in Australia. Your order will be fulfilled from our Australian warehouse.

Delivery via Australia Post and their international local delivery partners

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

All prices in our online store are in Australian dollars.

  • The prices within the online store DO NOT include any relevant overseas duties (including import GST/VAT), clearance or handling charges and other customs or import charges that you may incur.
  • Any such additional charges will depend on the value of your order, and will be on top of the price. You can use the NZ Customs Service online estimator at www.whatsmyduty.org.nz to estimate what, if any, duties you may need to pay.
  • To comply with Australian export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable 'merchandise'. We are also prohibited by law from marking the order as a 'gift', even if the order is placed with the intention of sending to a gift recipient.

Europe

Austria
Belgium
Croatia
Denmark
Finland
France
Ireland
Italy
Monaco
Netherlands
Norway
Poland
Spain
Sweden
Switzerland
United Kingdom

North America

Canada
USA

Middle East

Israel
Saudi Arabia
United Arab Emirates

Africa

South Africa

Asia Pacific

Brunei
China
Hong Kong
Japan
Malaysia
Pakistan
Thailand
Singapore
Vanuatu
Vietnam

Your order will be despatched pending credit card authorisation, verification and availability of stock

You are transacting with Jacqui E in Australia. Your order will be fulfilled from our Australian warehouse.

Delivery via Australia Post and their international local delivery partners

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

All prices in our online store are in Australian dollars.

  • The prices within the online store DO NOT include any relevant overseas duties (including import GST/VAT), clearance or handling charges and other customs or import charges that you may incur.
  • Please refer to your local customs and import authorities about what these additional charges may be.

To comply with Australian export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable 'merchandise'. We are also prohibited by law from marking the order as a 'gift', even if the order is placed with the intention of sending to a gift recipient.

Track Your Order

Once your order has been despatched, you will receive an email containing your tracking number.

Follow the link in the email, or visit the Australia Post website and enter in the tracking number to track your delivery.

Please note, it may take up to 24 hours for tracking information to appear on the Australia Post website once you receive your tracking number email.

You will also receive notifications via email or text (if your mobile phone has been provided) from Australia Post with updates on your delivery.

If you have an account with us, you can also track your delivery by signing into your account and selecting My Orders.

Returns & Exchanges

We hope you love your purchase as much as we do, but if not, here’s what to do.

In addition to your Statutory Rights, should you change your mind we will happily exchange or refund providing the following conditions have been met:

  1. The items with the original receipt are returned within 21 days of purchase.
  2. Items must be in original condition as purchased with all labels/tickets attached. Garments must not have been worn.

Variation to refund & exchange policy for items purchased with Afterpay

An item purchased online using Afterpay as tender can be

  1. Refunded by posting it to our Online Store Returns/Exchange address or
  2. Exchanged in store for product or a gift card. Gift cards will also be issued for any difference between the item exchanged and the amount originally paid.

We are unable to issue refunds in store where Afterpay was used as tender. All refunds and exchanges are subject to our refund and exchange policy having been met.

Provided the conditions in our refund & exchange policy have been met, refunds will be processed using the original form of payment.

Purchases made in Jacqui E stores

Purchases made in a Jacqui E Australian retail store can be returned in a Jacqui E Australian retail store. You must present the receipt you received in the store at the time you purchased your items.

Purchases made online

You can return an item purchased online:

  1. In any Jacqui E retail store in Australia; or
  2. By posting it to our Online Store Returns/Exchange address.

Jacqui E Online
Returns & Exchanges
1 Roussos Place
Truganina, VIC
Australia 3029

  • Make sure your order number, name, address, email, phone number and instructions are included and any comments.
  • All returns remain the responsibility of the purchaser until received by Jacqui E.
  • In either case, you must present the receipt you received in your parcel & indicate the reason for the return or exchange.

Please note that delivery costs will be excluded from the refund unless goods are returned in accordance with your statutory rights (e.g. they are faulty or not as ordered).

Provided the conditions in our refund & exchange policy have been met, you may exchange an item for something else from Jacqui E. Exchanges are subject to stock availability.

Purchases made in Jacqui E stores

Purchases made in a Jacqui E Australian retail store (including purchases in an Australian store for delivery to you) can be exchanged in a Jacqui E Australian retail store. You must present the receipt you received in the store at the time you purchased your items.

Purchases made online

You can exchange an item purchased online:

  1. In any Jacqui E retail store in Australia; or
  2. By posting it to our Online Store Returns/Exchange address.

Jacqui E Online
Returns & Exchanges
1 Roussos Place
Truganina, VIC
Australia 3029

  • Make sure your order number, name, address, email, phone number are included along with a list of alternative item(s) in case we have sold out of your first choice.
  • Standard delivery charges apply on re-delivery for online exchanges; unless goods are exchanged in accordance with your statutory rights (e.g. they are faulty or not as ordered).
  • All exchanges remain the responsibility of the purchaser until received by Jacqui E.

Track Your Order

Once your order has been despatched, you will receive an email containing your tracking number.

Follow the link in the email, or visit the Australia Post website and enter in the tracking number to track your delivery.

Please note, it may take up to 24 hours for tracking information to appear on the Australia Post website once you receive your tracking number email.

You will also receive notifications via email or text (if your mobile phone has been provided) from Australia Post with updates on your delivery.

If you have an account with us, you can also track your delivery by signing into your account and selecting My Orders.

Our Refund & Exchange Policy

In addition to your Statutory Rights, should you change your mind we will happily exchange or refund providing the following conditions have been met:
  1. The items with the original receipt are returned within 21 days of purchase.
  2. Items must be in original condition as purchased, with all labels/tickets attached. Garments must not have been worn.

How To Get A Refund Or Make An Exhange

Purchases made in store

Purchases made in a Jacqui E retail store (including purchases in an Australian store for delivery to you) can be returned or exchanged in a Jacqui E retail store. You must present the receipt you received in the store at the time you purchased your items.

Purchases made online

You can return or exchange an item purchased online:
  • in any Jacqui E retail store in Australia; or
  • by posting it to our Online Store Returns/Exchange address: Jacqui E Online, 1 Roussos Place, Truganina, Victoria, Australia 3029.

In either case, you must present the receipt you received in your parcel & indicate the reason for the return or exchange.

Please note: all returns or exchanges remain the responsibility of the purchaser until received by Jacqui E. Unfortunately at this time Jacqui E customers in New Zealand are not able to purchase in store for delivery to home or a nominated address, or return or exchange items purchased online in our New Zealand retail stores.

otti customers in New Zealand are not able to purchase in store for delivery to home or a nominated address, or return or exchange items purchased online in our New Zealand retail stores.

Refunds – Additional Information

Provided the conditions in our refund & exchange policy have been met, refunds will be processed using the original form of payment. Please note that delivery costs will be excluded unless goods are returned in accordance with your statutory rights (eg. they are faulty or not as ordered).

Exchanges– Additional Information

Provided the conditions in our refund & exchange policy have been met, you may exchange an item for something else from Jacqui E. Exchanges are subject to stock availability. For online exchanges, please list alternative item(s) in case we have sold out of your first choice. Standard delivery charges apply on re-delivery for online exchanges, unless goods are exchanged in accordance with your statutory rights (eg. they are faulty or not as ordered).

Cancel/Changing An Order

Unfortunately we are unable to make any changes after you have placed an order in store for delivery to you. You have the option once you receive your order to return the items back to your nearest store for an exchange or refund.

For all general enquiries

Please contact the Just Group Head Office:
457 St Kilda Road
Melbourne, VIC, Australia 3004
Phone + 61 3 9420 0200

For all enquires relating to your purchase in store for delivery to you, including returns, exchanges, and order tracking enquiries. Monday to Friday 9:00am to 5:30pm AEST

Australia 1800 801 818
New Zealand 0800 539 327
International + 61 3 9420 0220

Delivery Times For Orders Placed In Store For Delivery To You


Destination Cost Delivery Time
Australian Standard Delivery FREE* 3-7 Business Days
Australian Islands Standard Delivery FREE* 4-14 Business Days
Australian Next Business Day/Express $14.95 AUD 1-3 Business Days^

*A standard delivery charge of $9.95 applies on clearance items.
^Refer to postcodes here for Next Day availability

We deliver via Australia Post with an authority to leave. We recommend either a work address or PO Box for prompt delivery. If no one is available to sign upon delivery at your nominated delivery address (private or work) the parcel will be left in a secure spot on the premises, or a card will be left notifying you of alternative pick up arrangements at the nearest Post Office. Pending credit card authorisation, verification and availability of stock, delivery will take up to 3-7 business days for delivery within Australia

Job Enquiries

If you are interested in being considered for future vacancies, we invite you to register your details online through the Jobs page. By submitting your application; you will be one step closer to finding out how you can be a part of the Just Group!

Work Experience

Thank you for your recent interest in doing work experience at the Just Group.

We receive many requests for work experience with our company, and the following details apply:

Secondary School Students

As the Just Group does not have a work experience program in place for secondary school students at Head Office or in stores, unfortunately we are unable to accept applications.

Tertiary Students

The Just Group supports work experience placements that are part of a relevant tertiary study program, however as demand is high, we are only able to accept a limited number of students each year.

Students must formally apply in writing, providing details of their current studies, resume and reasons for applying for work placement.

Applications can be forwarded to:

Just Group
Group Human Resources Department
PO Box 2196
RICHMOND SOUTH VIC 312
Once again, thanks for your interest in the Just Group

Sponsorship and Donations Enquiries

If you would like to send Jacqui E a request for sponsorship, donations or local advertising opportunities we would encourage you to contact our local Just Group state office as we have specific Business Managers in each state that have a budget and set guidelines to process these requests.

NSW & ACT: (02) 9672 1699

VIC & TAS: (03) 9420 0200

QLD: (07) 3340 8000

WA: (08) 9470 3500

SA: (08) 8232 3097

NZ: 0011 649 526 0610

Any national sponsorship requests should be processed through the Just Group head office in Melbourne Australia – 457 St Kilda Road Richmond, Vic 3121 PH: (03) 9420-0200.

For any further information required please visit Just Group

Cancel/Changing Order

Unfortunately we are unable to make any changes to your order once it has been submitted. You have the option once you receive your order to return the items back to the online returns center or your nearest store for an exchange or refund.

Transferring Stock

Unfortunately Jacqui E does not transfer stock between stores. Please contact our online customer service team to find out if your favourite item is available online for purchase or is coming online soon!

Online Customer Service

Monday to Friday 9:00am to 5:30pm AEST
Australia 1800 801 818
New Zealand 0800 539 327
International + 61 3 9420 0220
Email: jefeedback@jjh.com.au

Product Size/Fit/Fabric

Please refer to our Size Guide for further information.

Store Information

Please refer to our Store Locator regarding locations, addresses and trading hours across Australia and New Zealand.

Forgot Password

Please visit the following link to reset your password. Reset Password

Track Your Order

Once your order has been despatched, you will receive an email containing your tracking number.

Follow the link in the email, or visit the Australia Post website and enter in the tracking number to track your delivery.

Please note, it may take up to 24 hours for tracking information to appear on the Australia Post website once you receive your tracking number email.

You will also receive notifications via email or text (if your mobile phone has been provided) from Australia Post with updates on your delivery.

If you have an account with us, you can also track your delivery by signing into your account and selecting My Orders.

Returns and Exchanges

Return/Exchanges Policy

In addition to your Statutory Rights, should you change your mind we will happily exchange or refund providing the following conditions have been met:

  1. The items with the original receipt are returned within 21 days of purchase.
  2. Items must be in original condition as purchased, with all labels/tickets attached. Garments must not have been worn.

HOW TO GET A REFUND OR MAKE AN EXCHANGE

Purchases made in store

Purchases made in a Jacqui E retail store (including purchases in an Australian store for delivery to you) can be returned or exchanged in a Jacqui E retail store. You must present the receipt you received in the store at the time you purchased your items.

Purchases made online

You can return or exchange an item purchased online:

  • in any Jacqui E retail store in Australia; or
  • by posting it to our Online Store Returns/Exchange address: Jacqui E Online, PO BOX 585, Altona North, VIC, Australia 3025

In either case, you must present the receipt you received in your parcel & indicate the reason for the return or exchange.

Please note: all returns or exchanges remain the responsibility of the purchaser until received by Jacqui E. Unfortunately at this time Jacqui E customers in New Zeaand are not able to purchase in store for delivery to home or a nominated address, or return or exchange items purchased online in our New Zealand retail stores.

REFUNDS – ADDITIONAL INFORMATION

Provided the conditions in our refund & exchange policy have been met, refunds will be processed using the original form of payment. Please note that delivery costs will be excluded unless goods are returned in accordance with your statutory rights (eg. they are faulty or not as ordered).

EXCHANGES – ADDITIONAL INFORMATION

Provided the conditions in our refund & exchange policy have been met, you may exchange an item for something else from Jacqui E. Exchanges are subject to stock availability. For online exchanges, please list alternative item(s) in case we have sold out of your first choice. Standard delivery charges apply on re-delivery for online exchanges, unless goods are exchanged in accordance with your statutory rights (eg. they are faulty or not as ordered).

Cancel/Changing an Order

Unfortunately we are unable to make any changes after you have placed an order in store for delivery to you. You have the option once you receive your order to return the items back to your nearest store for an exchange or refund.

Order Enquiries

Please contact the Just Group Head Office:

457 St Kilda Road
Melbourne, VIC, Australia 3004
Phone + 61 3 9420 0200

For all enquires relating to your purchase in store for delivery to you, including returns, exchanges, and order tracking enquiries. Monday to Friday 9:00am to 5:30pm AEST

Australia 1800 801 818

New Zealand 0800 539 327

International + 61 3 9420 0220

Postage and Deliveries

DELIVERY TIMES FOR ORDERS PLACED IN STORE FOR DELIVERY TO YOU

Destination Cost Delivery Time
Australian Standard Delivery FREE* 5-18 business days
Australian Islands Standard Delivery FREE* 5-18 business days
Australian Next Business Day/Express $14.95 AUD 1-3 Business Days^

*A standard delivery charge of $9.95 applies on clearance items.
^Refer to postcodes here for Next Day availability

We deliver via Australia Post with an authority to leave. We recommend either a work address or PO Box for prompt delivery. If no one is available to sign upon delivery at your nominated delivery address (private or work) the parcel will be left in a secure spot on the premises, or a card will be left notifying you of alternative pick up arrangements at the nearest Post Office. Pending credit card authorisation, verification and availability of stock, delivery will take up to 3-7 business days for delivery within Australia

after-pay after-pay