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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@zenpick.shop. Please note that returns will need to be sent to the following address: 28 Queen Street, Brisbane, QLD 4000, Australia
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@zenpick.shop.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zenpick.shop.
Thank you for shopping with Jack Jones. We specialize in premium consumer electronic goods and accessories for global consumers. Our core goal is to provide standardized order processing and reliable cross-border shipping services, ensuring all electronic products are accurately fulfilled, securely packaged to prevent transit damage, and delivered to customers in perfect working condition within a reasonable shipping schedule.
1. Order Processing Time
Our team completes full order processing, including product inspection, performance checking and protective packaging, within 1-3 business days after order confirmation, excluding weekends and official public holidays. During busy promotional cycles with high order influxes, standard processing periods may be prolonged. We will promptly notify customers via email if any notable shipping delays occur.
2. Shipping Fees and Delivery Timeline Estimates
Shipping costs for all consumer electronic orders are automatically calculated and clearly displayed on the checkout page before payment completion, ensuring full transparency of all logistics expenses for every transaction.Estimated delivery times:Standard Shipping: 15 business daysAll quoted delivery periods serve only as reference estimates. Actual parcel arrival timelines may vary due to courier operational delays, customs inspection and clearance progress, harsh weather conditions, international logistical limitations and regional public holiday arrangements.
3. Shipment Confirmation and Live Tracking Service
Once your electronic product order is dispatched from our warehouse, you will receive an official shipment confirmation email equipped with valid parcel tracking data.Tracking status and real-time logistics information will typically be updated and accessible for online inquiry within 24-48 hours after the shipping carrier completes parcel pickup and system synchronization.
4. Incorrect Address Responsibility Exemption
Customers are required to carefully verify and confirm the accuracy and completeness of their delivery address during checkout to avoid misdelivery and package return issues.Jack Jones holds no legal responsibility for parcels misdelivered, undeliverable or returned due to wrong or incomplete address information provided by customers. Any packages returned because of address errors will be subject to additional reshipping fees borne solely by the purchaser.
5. Lost and Damaged Parcel Handling
If your parcel is confirmed lost during cross-border transportation, please reach out to our customer support team within 7 days of your expected delivery date to launch a professional logistics investigation.If your electronic devices arrive with physical damage or defective packaging upon receipt, please submit a service request within 48 hours after delivery. Clear photos of damaged products and original packaging are required for validation, and our team will review and resolve the issue in the fastest manner possible.
6. Product Usage Terms and Customs Liability
Every consumer electronic product comes with exclusive usage and maintenance guidelines. Jack Jones disclaims all liability for equipment damage or functional failures caused by improper operation, unauthorized disassembly, incorrect maaintenance or user misuse of products.International cross-border shipments may incur import duties, customs taxes and inspection fees stipulated by destination country authorities. All such extra charges are the sole responsibility of the customer and are not included in product prices or standard shipping fees.
7. Contact Information
If you have any questions or inquiries regarding this Shipping Policy and your order logistics status, please get in touch with our dedicated support team through the official channels below:Trade Name: Jack JonesPhone number: +61 425 688 439Email: info@zenpick.shopPhysical address: 28 Queen Street, Brisbane, QLD 4000, Australia