How do I contact Jethro & Jackson?
Customer service assistance is available Monday to Friday, 9:00am to 5:00pm. Please email : shop@jethroandjackson.com.au
What currency are products displayed in?
All prices are in Australian dollars and include Goods and Services Tax (GST) at 10%.
We reserve the right to amend any quoted prices prior to your order being accepted by us. In such a situation you will be notified accordingly and you will be entitled to withdraw your order.
What forms of payment does Jethro & Jackson accept?
We accept MasterCard and Visa. We do not accept Cheques, Money orders or any other forms of payment.
What locations do you ship to?
We can dispatch your order to anywhere within Australia. Sorry we do not ship to locations outside of Australia.
How do I know that my order has been received?
You will receive an automated confirmation via email within minutes of placing your online order.
What should I do if my order is incomplete on arrival?
Please email us at shop@jethroandjackson.com.au for help and assistance. Please ensure that you quote your invoice number at this time.
How long will it take for me to receive my order?
All orders will be processed within 2 working days. Once your order has been dispatched please allow 7 - 10 days for the delivery to arrive with you.
Delivery deadlines are indicated as accurately as possible. Shine Group is not responsible for delivery delays following dispatch of your order. No damages or compensation will be payable in the event of delivery deadlines being exceeded.
How much is postage?
Postage fees are charged at a flat rate of $9.00 per order and includes a tracking facility which requires a signature for delivery. The postage charge will be added to your order in the checkout area.
The Customer will pay all freight charges unless the item is faulty.
The customer will incur the freight charges for re-delivery of exchanged products and this will be charged to the original payment method.
Can I track my order once dispatched?
A tracking number will be emailed to you once your order has been dispatched, and a signature will be required for delivery. To track a parcel you will need to go to www.auspost.com.au/track.
Where should I have my order delivered to?
Our preferred carrier is Australia Post. Delivery of your order will occur during the working day.
Shine Group recommends providing a work address if it is likely that no one will be available to sign for your order at your home address.
Please make sure that the address given is correct. If an incorrect address is entered Shine Group accepts no responsibility for your order if it becomes lost. If a parcel is incorrectly addressed and is returned to Shine Group you will be notified and charged a second postage fee for the re-delivery.
Is purchasing online safe?
The Jethro & Jackson shop offers you a safe and secure shopping experience. You will notice a padlock icon on the base of your browser when you enter our website. This indicates that all information entered in the session is secure.
Once you have entered your credit card details your payment will be processed online. Unlike giving credit card details over the phone, our online system automatically encrypts your online order information using the SSL encryption standard. Encryption protects your credit card and personal information to give you security and peace of mind.
How do I cancel /change an order?
You are able to cancel your order within 24 hours of placing the order. Please email shop@jethroandjackson.com.au quoting your order number and requirements. Refunds will be processed back onto your credit card. Someone from our customer service team will contact you to arrange any refunds and cancellations.
If we have not dispatched the goods we will do everything we can to attend to any changes you want to make. Please check out our Returns and Exchanges information for details on what to do if you have already received your order.
Can I send my purchase as a gift?
Yes, by selecting a different ‘ship to' address you can have the goods sent to someone else. There is also a box for you to write a personalised message which will be included in the parcel. Please note: the invoice will be sent to the ‘billing address' but we are unable to remove price tags from items being sent.
RETURNS AND REFUND POLICY
Returns and Exchanges
Returns must be pre-authorised and pending inspection. If authorised, a refund, credit or exchange will be issued to you. Please email shop@jethroandjackson.com.au should you wish to obtain authorisation to return a product stating the reason for the return request.
We do not accept returns based on not being happy with a purchase. If you receive a product in good condition and working order then a return cannot be arranged as a result of not liking the product.
We do not accept exchanges or refunds on sale items. In the event that goods are considered faulty a refund or exchange may be granted to the value of the sale item.
We can only accept a claim for damaged goods received within 7 days of receiving the goods. Refunds, Credits or Exchanges for faulty goods will not be accepted after 30 days from the date of purchase.
Refunds, exchanges or replacements for faulty goods will only be valid if you have the original packaging of the item you have purchased and please ensure a copy of your invoice is included with the returned product.
The delivery fee is non-refundable unless a product is deemed damaged or faulty once the product has been received back by our warehouse and inspected.
Note: Any store-bought items must be returned to the store you purchased the goods from.
Unfulfilled Orders
With orders that cannot be fulfilled the purchaser will be notified with regards to when the order can be filled subject to the availability of the product/s purchased. Alternative products will be suggested to substitute the product in question. Alternatively a full refund will be available as an option.